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Service Level Agreement in SAP Cloud for Customer

Overview

In SAP Cloud for Customer (C4C), you can use Service Levels to ensure that your organisation delivers adequate service, on time, to all your customers. You can define service levels for your organisation in accordance with business priorities, to deliver a competitive cost model, and to measure performance and quality of your customer service.

You can set up the Service Level Agreement (SLA) in C4C by navigating to the Work Center ‘Administrator’ -> Service and Social -> SLA Setup.

It provides you with different options of defining ‘Service Levels’ and maintaining the rules to ‘Determine Service Levels’.

Service Levels

Clicking on Service Levels will navigate you to all the Service Levels existing in the system.

You can click on New -> Service Level to create a new Service Level.

In the General facet, Provide the Name, ID and description.

In the Reaction Times facet, you can define the Milestones. For more information, check the Milestones section.

In the Operating hours facet, you can define the Work Day Calendar and the Weekly Configuration. For more information, check the Operating hours section.

Milestones

Milestones define the time period in which the agent has to respond to the customers. They vary with the business needs. For example, tickets with higher priority need to have lower resolution time, similarly resolution time might be lower for the escalated customers and so on.

To create a milestone, click Add Row and choose the type of milestone.

There is a pre-defined set of standard milestones which are delivered:

  • Due Date for Completion
  • Due Date for Initial Review
  • Due Date for On-site Arrival
  • Due Date for Resolution
  • Due Date for Response

You can also define your custom milestones in order to achieve the use case not supported by the standard milestones. For more information check the section Custom Milestones

There are additional properties which can defined for the standard milestones defined above:

  • Recurring
  • Alert when Overdue
  • Recalculate

They are enabled for each of the standard milestones as per the table below:

Milestone Recurring Alert when Overdue Recalculate
Due Date for Completion             X        X
Due Date for Initial Review             X
Due Date for On-site Arrival        X
Due Date for Resolution        X
Due Date for Response     X             X

 

Note: that these properties are not supported for Custom Milestones.

Recurring:

You can set the Recurring flag for the Due Date for Response option. Each time a customer responds to a ticket, Due Date for Response is recalculated according to the time you define for it (in the Milestone details and in the Operating Hours tab under Time Ranges).

Event

Recurring

Non-Recurring

Ticket is created via any channel

Next Response Due date gets filled with the appropriate date-time determined by the applicable SLA

Next Response Due date gets filled with the appropriate date-time determined by the applicable SLA

Make any change to Service Ticket without the agent responding to the customer

Next Response Due date does not change

Next Response Due date does not change

Agent responds to the customer

Next Response Due date gets updated taking last agent response date-time as reference time

Gets cleared as Agent has already responded to the customer

Customer sends a mail again, ticket in process

Next Response Due date does not change

Next Response Due date gets updated taking last customer response date/time as reference time

Customer sends a mail again, ticket in customer action

Next Response Due date does not change

Next Response Due date does not change until the Ticket is moved to ‘In Process’ taking last customer response date/time as reference time

Ticket moved from customer action to in process

Next Response Due date does not change

Next Response Due date gets updated taking last customer response date/time as reference time.

In a nutshell, in case of Recurring the Next Response Due date gets updated every time an agent responds to the customer and has to again respond within the SLA time frame independent of the fact whether the customer has responded in that time frame or not, until the ticket is completed.

In case on non-recurring, the agent has to respond only once until a new response from customer comes in and the ticket is in ‘In Process’ where the next SLA is calculated accordingly.

Alert when Overdue:

Select Alert When Overdue if you want the system to send an automatic alert to the responsible person when the target milestone time point is exceeded.

Recalculate: Refer to the blog: here

Details for Milestones

Once you have defined the Milestone and its respective properties, you can select the particular milestone and define its details.

To assign a service to the selected milestone (in the Milestones table), click Add Row then choose the Type of Service (which depends on the Milestone you selected), the Priority, and enter the timer (Net Labor Time) duration.

You will need to add a row for all available priorities for each type of service selected.

For Net Labor Time if you enter the duration in hours, the system only considers operating hours. If you enter the duration in days, the system uses the Weekly Configuration, but not the time ranges. You enter this information on the Operating Hours tab in the next step.

Example:

Your working days are from Monday to Friday, from 8:00 to 18:00 and the reporting date is Wednesday 1.1.2020, 15:00

  • If you enter a duration of 2 days the system calculates a due date on Friday, 3.1.2020,15:00.
  • If you enter a duration of 48 hours the system calculates a due date on Wednesday,8.1.2020, 13:00.

 

Custom Milestones

In order to create a new Custom Milestone, you need to navigate to the Work Center: ‘Business Configuration’ -> Overview and search for the activity ‘Service Request SLA’

Once you open the activity, you will see Custom Milestone Definitions

You can click on Add Row to add a new Custom Milestone.

Provide a new ID and description.

Under the Due Date field, select the extension field you have defined on Tickets, for which you want to determine the due date-time using SLA

Under Reference Date, select one of the standard Reference Milestones you want to use as a reference in order to calculate the value of the due date selected above

  • Reported On
  • Resolved On
  • Initial Review Completed
  • Arrived On Site
  • Completion Date Time

You can then save the custom milestone definition and all of them will be available to be used in Milestones in Service Levels definition

Operating Hours

Under the Operating Hours, you can define the working hours of the service agent. You can select the working day calendar for your site and the Time zone.

Under the Weekly Configuration, you can add a row to select the working days in a week and in addition, you can add the time range of the working hours.

Determine Service Levels

You can configure the rules to determine the Service Level for a certain ticket depending on several parameters like Ticket Type, Service Category, Source, Channel ID etc.

These rules can be configured under the work centre ‘Administrator’ -> Service and Social -> SLA Setup -> Determine Service Level.

Once you add several rules in the table and activate them, at the time of execution the rules will be checked in a sequence and the active Service Level of the first matched rule will be picked up and applied accordingly for that ticket.

More on SLA

Refer to C4C Admin guide – https://help.sap.com/viewer/p/SAP_HYBRIS_CLOUD_FOR_CUSTOMER

With all the features mentioned above, you can use Service Levels to ensure that your organisation delivers adequate service, on time, to all your customers. You can define service levels for your organisation in accordance with business priorities, to deliver a competitive cost model, and to measure performance and quality of your customer service.

 

 

 

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