Hello and Good day,
I would just like to ask for an advice if it is possible in the customer service, when creating a case, an SLA will depend on the product or contract the customer has.
I understand that it is possible to create multiple SLAs.
Sample scenario below:
Customer A bought a Smartphone. The vendor/supplier of the Smartphone has their own SLA for their support.
Customer B bought a Laptop. This vendor has a different SLA.
When creating a case, and the customer is Customer A with the Smarphone tagged as the product related, the SLA is different from when a case is created for Customer B which owns a Laptop.
Is this possible? If yes, can you please help me out on this?
Thank you in advance!
Hi,
You may want to set-up an SLA and create the 2 SLA details as shown below.
1. For Product = Smartphone select the KPI and set the Applicable When and Success criteria
2. For Product = Laptop select the KPI and set the Applicable When and Success criteria for Laptop product
Hope this helps.
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