Define Service Level Agreements and Access Levels

You must define a Service Level Agreement to associate to Customer Portal users. A Service Level Agreement (SLA) determines the type and amount of support you offer your customers.

Important: When you set up the service level agreement, you must select all options under Access. Access levels set up in B2C Service appear in Knowledge Advanced when you set up User Groups.

You can find information on SLAs in Using B2C Service.

1. Select Service Level Agreements from the Service Level Agreements folder under Service to see the Service Level Agreements tab.

2. Select New to open the Service Level Agreement - Edit page.

3. Select these options:

   • Active

   • Self-Service

4. Enter values for these options:

   • Chat Incidents — 10

   • CSR Incidents — 10

   • Email Incidents — 10

   • Self-Service Incidents — 10

   • Total Incidents — 40

   • Term (Duration) — 7 Days

   • Access — All

   Note: You use access levels to set up user groups.

5. Confirm that the Response Requirement Settings display as shown here:

   • Interface — <configured interface>

   • Language — English (US)

   • *Label — Quickstart SLA

   • Response Requirement — Edit (Using Default)