FAQs in this section
I don't want the SLA Timer to be running in certain case states. Is this possible?
How do I configure alerts in the SLA policy?
How do I configure an SLA Policy?
My case is in New status. What will the SLA timer do?
Where do I create an SLA policy in the CRM?
What are the SLA Targets?
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?
What is the difference between Business Hours and Calendar Hours?
The case is resolved. But I can see a + sign in the status. What does this mean?
I am waiting for my customer to reply to the case. Will the SLA timer still run?
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?
When will the SLA timer on a case stop?
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?
How do I be notified when an SLA violation happens?
Table of Contents
Yes, you can configure escalation emails that are sent to notify users about an SLA violation. Users can be sales managers, account managers, or other stakeholders interacting with customers. The CRM allows you to select a priority level to alert stakeholders about escalations.
Here is how you can do this:
- Enable the Escalation checkbox to set the priority level
- Configure the following:
- Select the users from your company’s hierarchy who should be notified about the SLA violation.
- Enter the time when the email alert must be sent after the SLA is violated.
- Select an email template to send the alert.
You can click the + Add Escalation button to add multiple escalation alerts at different time intervals with the same or different users for the same SLA policy.
To know more about SLA Policies, click here.
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