Cases
SLA
With the Case Management feature, you can define service level agreement (SLA) response times in two ways for the entire case or for the statuses of the selected case. You can set the SLA by choosing a time duration in Days,Hours, or Minutes.
Case Level SLA
The Case level SLA measures the time from the case is created until the case is closed.
Case Status SLA
The Case Status SLA measures the duration from one status change to another. For example, it measures the time from when a case is initially opened until it is changed to the In progress status.
You can also makes changes to the Case Status SLA via the Case Status SLA Action or in the Case Management Settings