Setting up Service Level Agreement (SLA) on Sprinklr Advanced
understanding service level agreement (sla)
sla
use cases of service level agreements
use multiple sla policies
create sla policy
sla policy
service level agreement
Updated
1 year ago
, by Sprinklr Self-Serve Help Center
Learn how to set up SLA on Sprinklr Advanced enabling agents to deliver measured and predictable service to your customers.
Service Level Agreement (SLA) is an agreed-upon measure of the response and resolution times that your support team delivers to your customers. It ensures that you are delivering measured and predictable service to your customers. For example, if you have set an escalation time for an urgent ticket for 30 minutes and your agent missed to provide a resolution within the set timeframe, the notification will automatically be sent to the supervisor for the same.
Use case of Service Level Agreement
Target the very first and second responses of your customers and ensure that your team responds quickly.
Total resolution time of the ticket to ensure incredible service.
Reminders to notify the right people when the ticket approaches its SLA deadline. This will ensure that your customers get responses quickly and have their issues resolved on time.
Escalation of the ticket to bring it to the attention of the right people if SLA time has been breached. It will make it easy for people to follow up and ensure no customer gets a delayed response.
Reroute high priority tickets to the priority teams if SLA due time approaches. This will help handle high-priority issues on an urgent basis.
Refer to the following video to better understand SLA:
To add SLA to Sprinklr Advanced
Log into Sprinklr Advanced. Click the Settings icon on the left pane and under Workflows, click SLA Policy.
Click Create SLA Policy in the top right corner of the Service Level Agreement window.
On the Create New SLA Policy window, provide a Name and a Description of your SLA policy.
Under the Apply SLA policy to the ticket with following conditions section, you can set conditions to apply on specific tickets. For example, you would like to have a shorter SLA policy for specific Companies, or Teams. The order of your SLA policies is important. The first SLA Policy that matches all conditions for a ticket will be applied to it, so remember to list out important rules at the top. For example, let's say you have an SLA policy for Companies and another policy for tickets assigned to the Team. You have ordered them with the Company's SLA at the top and the Team at the bottom. When the ticket from Company's end is assigned to the Team, the Companies SLA will be applied to it.
You can use the following condition to trigger a specific SLA policy:
Condition
Description
Company Industry
Use this condition to apply SLA policy to the industry-specific tickets.
Ticket Language
Use this condition to apply SLA policy to the upcoming tickets based on various languages.
Contact Language
Use this condition to apply SLA policy to the upcoming tickets based on various contact languages.
Platform
Select this condition to apply SLA policy to the tickets based on various social media platforms.
Account
Use this condition to apply SLA policy to the ticket coming from specific accounts.
Keywords
Use this condition to segregate upcoming tickets based on various keywords.
Sentiment
Use this condition to segregate upcoming tickets based on sentiments.
Contact Name
Use this condition to segregate upcoming tickets based on contact names.
Contact Email
Use this condition to segregate upcoming tickets based on contact email address.
Contact Followers
Use this condition to segregate upcoming tickets based on the number of followers that particular contact has.
Ticket Fields
Department
Use this condition to segregate tickets based on various departments.
Region
Select this condition to define region-based ticket segregation.
For Testing
Use this condition if the ticket is for testing purposes or not.
Company
Use this condition to segregate upcoming tickets based on various companies.
Status
Use this condition to segregate tickets based on their status.
Priority
Use this condition to segregate tickets based on priority.
Predicted CSAT Score
Select this condition to segregate tickets based on various CSAT scores.
Case Type
Use this condition to segregate upcoming tickets based on different case types.
Profile Type
Use this condition to segregate upcoming tickets based on the profile types of the contacts.
Escalation Reason
Select this condition to segregate upcoming tickets based on the reason for ticket escalation.
Rules Applied
Select this condition to segregate upcoming tickets if the rules are applied on the ticket or not.
Smart Priority
Use this condition to segregate upcoming tickets based on smart priority.
Escalated by User
Select this condition to segregate upcoming tickets if the particular ticket is escalated by specific users.
Tags
Use this condition to segregate upcoming tickets based on desired tags.
Priority
Use this condition to segregate upcoming tickets based on priority.
Escalated Count
Us this condition to segregate upcoming tickets based on count of escalated tickets.
Reopened Count
Us this condition to segregate upcoming tickets based on reopened tickets.
Is Profane
Us this condition to segregate upcoming tickets based on profanity.
OverDue Reason
Us this condition to segregate upcoming tickets which have been overdue due to some reason.
Reopening Reason
Us this condition to segregate upcoming tickets which have been reopened due to some reason.
Contact Fields
Profile Type
Use this condition to segregate upcoming tickets based on the profile types of the contacts.
Company
Use this condition to segregate upcoming tickets based on various companies.
Tags
Use this condition to segregate upcoming tickets based on desired tags.
Company Fields
Tags
Use this condition to segregate upcoming tickets based on desired tags.
