Apply an SLA Using a Contact Rule

In this example, we apply a service level agreement (SLA) to all customers whose contact records are created during a particular month.

Before you start

You must already have SLAs to apply them. See Create an SLA.

Here's what to do

1. Add a new contact rule.
2. Click Add IF Condition Based On > Contact > Created.
3. Click Select Operator > in range.
4. Use the calendar controls to set the date range.
5. Click Add Action–Then > Modify Service Level Agreements > Create SLA Instance.
6. Select the SLA from the drop-down list.
7. Add any other actions needed, such as state transitions, then click Save.

Results:

Your rule should resemble this image.