SLA Policy

Service Level Agreement Policy

Pre-Requisite for SLA Policy

In the Salesforce Setup menu, click Custom Settings. Click on Manage

Above Default Organization Level Value – Click on New Button.

Save the record without passing any values.

Pre-requisite for SLA timer in Salesforce Lightning Environment

SLA timer is available in Salesforce Lightning environment. For the timer to be available he following setup in Custom Metadata types is mandatory.

  1. Login to Salesforece Environment.
  2. Select Setup and find Custom Metadata types.
  3. Select Fullcast Policy Setting.


Service Level Agreement Policy

A service-level agreement (SLA) policy aims at defining the level of service that is expected from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties that needs to be agreed-on service levels that has not been achieved. It is a critical component of any technology vendor contract.

Essentials for SLA policy

  • The SLA has been calculated based on elapsed time which takes into account working hours, holidays and vacations.
    • Setting a threshold time limit
    • Recording the elapsed time to check whether the SLA has been tripped or not.
    • An action that needs to be taken.
    • The calculation goes like this:
    • Start datetime - end time - (non working hours + holiday hours + vacation hours).
    • The time is converted into Zulu time for calculation to make it easier.

Navigating to the SLA Policy

  1. Click on the Motion tab in
  2. Select Policies by territory and click on Review policies.
  3. Click “Add New Policy”.
  4. From the Policy Catalog, select SLA Policy and click on Add policy.

Creating SLA policy in fullcast UI

  1. From the drop-down menu select for which the SLA needs to be calculated. The drop-down list includes Account, Case, Contact, Lead, Opportunity.
  1. When you click on Calculate Elapsed time, Start time and End time tabs will open. From the drop-down list select which is the start time and end time.
  2. In the consider tab, when you select working hours, it will consider only the working hours else it considers it as a whole day and so the time changes accordingly. When you click on Owner's vacation Schedule, it will consider the vacation period and so will not take the vacation period into consideration to calculate the time. Owners vacation schedule is mentioned in the User object in Salesforce.


Elapsed Time

When there is a start time, it is essential to pick an end time where the timer should stop. When the end time field is empty, it is going to consider the current time and keep evaluating the time which will cause a problem. So it is essential to specify the end time.

  1. Thresholds is a mandatory section which you need to specify in order to know if the SLA is a success or failure. When you click on thresholds you will be able to see the add button, clicking on which will help you to add thresholds. The threshold name is user friendly text. Select the criteria field that needs to be set for the elapsed time. Enter the values needed, if any.
  1. For each threshold created you can set actions that needs to be taken if the SLA is a success or a failure. This is an optional field. Click on actions and the Add tab is visible. clicking on the add tab will help you to add the appropriate actions for the threshold.

Setup Process Builder in Salesforce environment for policy execution

  • Log into the Salesforce environment and click Setup -->Process Builder.
    • Start creating the process builder for the policy by clicking the New button.
    • Give a process name in the window that pops-up. An API name that is unique for each policy is generated automatically after the process name is entered.
    • Add a description message, if needed.
    • Select an action from the drop-down menu. This will decide when to run the process.
    • Now in the UI that appears select the object for which the policy was created in Motion App. Also specify when to start the process and Save.
    • Now click the add criteria option in the decision box of the process builder.
    • Give a criteria name and select a criteria to execute the action.
    • Set conditions, when to take immediate actions.
    • Add an action to be executed. The Action type field should be selected as “Apex”. Enter an Action Name . Select “Policy Handler” for Apex Class .
    • Set Apex Variables as following for builder setup for SLA policy is as follows.

SLA policy page in Salesforce UI

The SLA policy page in Salesforce UI will look like below.

Policy Status

The SLA policy status can be viewed in SFDC environment when you click on fullcast policy status and select to view the policy.