With the SLA management feature on Mekari Qontak CRM, you as an Admin or Owner role, can set SLA (Service Level Agreement) policies in the company to ensure the standards that have been set in all customer service interactions. In this case, you also play a role in monitoring the performance and loyalty of Agents to the SLA that has been determined through the Properties menu. You need to know in advance that this feature only applies to the Ticket Module.
Therefore, in the explanation below, you will learn from how to create, edit, delete, duplicate, to view the Activity Log on the SLA policy. Here are the steps.
Important
SLA policies are only for users with Ultimate and Enterprise packages in the Qontak service suite.
A. How to Create an SLA Policy
- Log in to your CRM account, then select the Properties menu.
- Then select the "SLA Management" tab.
- Next, click “Create Policy”.
- Then determine the Policy name and Description of the SLA policy.
- Add up to 4 conditions to determine the application of the policy. By default, the Admin or Owner must select Pipeline first. Learn how to create a Pipeline on the Ticket module here.
- Admin or Owner can set up to 4 conditions.
- Only columns with the Dropdown or Selection type in Ticket properties are displayed or can be selected. - Then click "Add condition" that will be applied to the ticket.
- Select the Field type as in the following example.
The display above displays the Fields and Stages available on the previously selected Pipeline. Then select the Field parameter.
- Determine the Resolution time. In this case, you can specify a time limit for completing tickets that allows you to set performance standards for your team.
For example:
If your SLA is for one day, please convert it to hours, in this case 24 hours. If your SLA is for two days, its conversion measurement is 2 x 24 hours, or 48 hours. - Next determine Operational hours. You can choose between 24/7 Availability or Custom where you can adjust the days and time range of operational hours.
-The following is the display when you select Custom. Determine the Working days and the active time range of the SLA that is running.
- In this case, the SLA is calculated just for the specified working days and hours. Other than the period, the SLA countdown is stopped. - Make sure all the data is correct then click “Save”.
- Then the following information box will appear stating that the policy that has been created applies to newly created tickets and has met all related provisions. Click "Save" to continue.
B. How to Edit SLA Policy
- On the main SLA Management page, click “Actions”.
- Then select “Edit”.
- Then edit the data again according to your wishes.
The Admin or Owner role can make changes to the fields consisting of Policy Name, Description, Condition, Completion Time, or Operating Hours.
- After editing, click “Save changes”.
Then the following information box will reappear. There is additional information stating that the edited policy will not be applied to previously created tickets and only applies to new tickets. Click “Save changes” to continue.
The following conditions will change if you edit the SLA policy:
1. If the Admin/Owner edits the policy name & operating hours, it will affect existing tickets.
2. If the Admin/Owner edits the Condition section, it will only affect new tickets.
C. How to Delete an SLA Policy
- On the main SLA Management page, click “Actions”.
- Then select “Delete”.
- Then the following information box will appear stating that the policy deletion applies to tickets contained in the Pipeline on the selected SLA policy. Deleted policies cannot be restored. Click “Delete” to continue.
D. How to Duplicate an SLA Policy
- On the main SLA Management page, click “Actions”.
- Then select “Duplicate”.
- Then the Admin or Owner will be directed to the SLA Policy page that will be duplicated. In this case, the policy name will automatically include “(duplicate)” or (1) according to the number of duplicates and will be listed next to the Policy name. For example, if duplicated, the SLA policy will change its name to Premium support (1).
- JIf all the data has been filled in, click “Save changes”.
E. How to Monitor SLA Activity Logs
- On the main SLA Management page, click “Actions”.
- Then select “See change log”.
-
Admin or Owner can view details such as type of change, who made it, and date and time modification on SLA policy.
Any changes made to SLA will take approximately 1 hour to update on Log.
That's how to manage SLA policies. Also learn about how to create a new Ticket here.