FAQs in this section
I don't want the SLA Timer to be running in certain case states. Is this possible? How do I be notified when an SLA violation happens? How do I configure alerts in the SLA policy? How do I configure an SLA Policy? Where do I create an SLA policy in the CRM? How will SLAs benefit me? I have a Sales Starter edition of Vtiger CRM. Can I configure SLAs in this? What are the types of SLA I can create in the CRM? What is a Customer SLA? What is an Internal SLA? The case is resolved. But I can see a + sign in the status. What does this mean? How do I understand the dependency of cases on SLAs? Why are SLA Statuses necessary? The case is closed, but the customer has replied to it. What will happen to the status of the case? My SLA policy is based on Business Hours. What will happen if I don't set SLA Targets? Why should I set SLA Targets? What is its importance? What are SLAs? What happens when a Case or an Internal Ticket gets escalated? When a case's SLA status says Time Left, what does this mean? How do I know when an SLA has been violated in a case? I saw the SLA status as Fulfilled in a Case. What does this mean? What is an SLA (Service Level Agreement)? I am looking for information on Service Level Agreements or SLAs. Where do I set up SLA policies? How do I create an SLA for customer cases? Is there a way to send alerts before the violation of an SLA? Can I escalate the violation of an SLA? What are the SLA Targets? My case is in New status. What will the SLA timer do? I am waiting for my customer to reply to the case. Will the SLA timer still run? When will the SLA timer on a case stop?
What is the difference between Business Hours and Calendar Hours?
Table of Contents
Here is the difference between Business Hours and Calendar Hours:
- Business Hours is a specific period that defines your company's working hours. You can set it up in Business Hours in the CRM. To learn how to set up a Business Hour, click here.
- Calendar Hours include non-business hours as well. It is basically all the 24 hours in a day.
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