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Why should I set SLA Targets? What is its importance?

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Consider this situation: A VIP customer may expect you to resolve all high priority issues within 4 hours. 

  1. When the customer raises a high priority case, agents must know how much time they have to resolve it.
  2. In addition, it will be useful for the agent to get a heads-up when there is only 1 hour left. 
  3. There will be cases where these targets will be missed. In such cases, as a heads-up, the concerned stakeholders need to be notified.

To know more about SLA Policies, click here.  

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