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Custom SLA milestones

Business Scenario

SAP Cloud for Customer (C4C) [renamed to C4 Hana Service Cloud] delivers a predefined sets of time-points for Service Level Agreement (SLA) milestone calculations. However, the standard is limited to a few of such milestones which can be configured for various processes SLA calculation.

The standard milestones are namely:

  • Reported On
  • initial Review Due
  • Initial Review Completed
  • Due On-Site
  • Arrived On-Site
  • Completion Due
  • Completion Date
  • Resolution Due
  • Resolved On
  • Next Response Due
  • and a few more…

Now as you can see these milestones are for a specific requirement, like when a ticket comes into the system, the initial review is done or not, etc. However, there are various other such intermediary steps very specific to businesses.

For example consider the following scenario. A customer buys a refrigerator from a leading company outlet. So a ticket is generated for the installation purpose. Now a service agent does the initial review and then assigns the ticket to a expert service technician. Now to be able to track the installation phase custom milestones can be used.  

SAP released this feature of custom milestones in the SAP C4 Hana Service Cloud version 1902.

How to implement custom milestones in C4 Hana Service Cloud?

Following steps needs to be incorporated.

  1. Configure custom milestones
  2. Create reaction times in the existing Service Levels or create a new Service Level.

Configure custom milestone

To configure custom milestone go to Business Configuration >> Overview. Under All Configuration Elements search for Service Request SLA.

In case the activity is not in scope you need to scope the activity from the Business Configuration >> Implementation Projects. Select the current implementation and click on Edit Project Scope. After the project opens in edit mode, navigate to the questions page. Here in the questions page, under scoping elements select  Service >> Entitlement Management >> Service Level Agreements to list out the relevant questions. To scope Custom Milestones check the question Do you want to enable Custom Milestone? under Service Request SLA.

Once done, review and confirm the selection. This will change the status of the configuration element from Not In Scope to In Scope.

Launch the custom milestone configuration screen by selecting the activity Service Request SLA.

(Once a custom milestone is added, there is no provision of removing it. Hence, when creating these milestones one should be very careful and should only create if the business requires it. The remove option available is to remove a row which is being created.)

To create a new row click on Add Row option from the toolbar and fill all the details. (Do not leave any option blank as the definition then remains incomplete). The values for the Custom Milestone ID and Description should be entered whereas the Due Date and the Reference Date needs to be selected from the popup using the pencil icon. Kindly note, description is language dependent. However, to maintain description in different languages user needs to login the respective languages to do so. 

The list of due dates are the custom date-time fields created at the Service Request Root. The list of reference date are the standard milestones which indicate completion of the activity. At present SAP has provided only five of these reference timepoints.

Create/Modify Service Levels to use Custom Milestones

Launch the Service Level setup by selecting Service Levels under SLA Setup from Administrator >> Service and Social. Select an existing service level and click on edit or create a new one using the New Option. Enter the relevant details the SLA ID and Description and navigate to the Reaction Times screen. In this screen under the Milestones tab, the custom milestone created will be available in the dropdown provided. Select it and maintain the details for the custom milestone, i.e., the labor time for ticket priorities.

Following points to be remembered while enabling and using this feature.

  1. Always fill all the details when defining a custom milestone.
  2. Once a custom milestone definition is added, it cannot be removed.
  3. Always add custom milestone in a Service Level with a standard milestone.

The setup will only help in deciding the due timepoint. However, the completion timepoint needs to be entered manually.

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