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How can I configure an SLA Policy?

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Follow these steps to configure an SLA Policy:

  1. Click the User Menu on the top right corner of the screen.
  2. Click the Settings button.
  3. Look for the Support section.
  4. Select SLA Policies.
  5. Click either of these two buttons in the List View:
    1. Click the + Add Customer SLA button on the right side of the page to create a customer SLA.
    2. Click the + Add Internal SLA button on the right side of the page to create an internal SLA.
  6. Fill in the following fields:
    1. Policy Name - Provide a name to the SLA policy.
    2. Operational Hours - Enter the details of operational hours, either Calendar Hours or Business Hours.
    3. Default SLA - Enable the checkbox to set the SLA Policy as default and apply it to all new cases.

To know more about SLA Policies, click here.
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