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Administrator Guide
Last Updated: 2023-06-23
Example: Create a Workday Help Service Level Agreement

Example: Create a Workday Help Service Level Agreement

This example describes how to create a Workday Help service level agreement for a specific team that reflects their operational hours.
You want to create a service level agreement (SLA) for the Payroll service team located in London. You use a custom schedule based on the Payroll service team's operational hours and require a first response target time of 1 hour.
Create:
  • A Payroll service team.
  • A service level agreement (SLA) schedule with a schedule name of London.
Security:
Set Up: Help Case Management
 domain in Help functional area.
  1. Access the
    Manage Help Case SLAs
     task.
    Select
    Time to First Response
     at the
    SLA Metric
     prompt.
  2. In the
    Individual Team Settings
     grid, add a row.
  3. From the
    Service Team
     prompt, select
    Payroll
    .
  4. Select the
    Active
     check box.
  5. In the
    Time Target (Hours)
     prompt, enter
    1
    .
  6. From the
    SLA Schedule
     prompt, select
    London
    .
  7. Click
    OK
     and
    Done
    .
Workday notes Payroll cases that don't receive a response from the service team within 1 hour and makes their details available through these reports:
  • Help SLA Passed vs Failed
    .
  • Help SLA Performance - Cases Opened Within The Last Month
    .
The SLA calculation only considers the operational hours that you specified when calculating the time to complete the SLA. You can view the custom schedule on the
View SLA Schedule
 report.