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

Example: Create a Workday Help Service Level Agreement Schedule

This example describes how to create a Workday Help SLA schedule based on a specific service team's operational hours.
You want to create a service level agreement (SLA) schedule for the Payroll service team. The service team is located in London and operates Monday through Friday on a 9 to 5 schedule, including a holiday on Christmas Day. You create a custom SLA schedule with a schedule name of London.
Security:
Set Up: Help Case Management
 domain in Help functional area.
  1. Access the
    Create SLA Schedule
     task.
  2. In the
    Name
     prompt, enter
    London
    .
  3. Select
    GMT United Kingdom Time (London)
     in the
    Time Zone
     prompt.
  4. In the
    Operational Hours
     grid, add a row for each weekday that the Payroll team is operating (Monday to Friday).
    Omitting Saturday and Sunday means that any associated SLA metric will exclude these hours when calculating the time to complete for the SLA.
  5. Select a different day of the week on each row for the
    Day
     prompt.
  6. For each row in the
    Start Time
     field, enter
    09:00 AM.
  7. Enter
    05:00 PM
     in the
    End Time
     field.
  8. In the
    Holidays
     grid, add a row.
    Holidays are full days that any associated SLA metric will exclude when calculating the time to complete for the SLA.
  9. In the
    Holiday Name
     field, enter
    Christmas Day
    .
  10. Select
    December 25th, 2022
     on the
    Date
     prompt.
    To be a recurring holiday, you need to add this day in the holiday schedule for each year.
  11. Click
    OK
     and
    Done
    .
You can now link custom SLA schedules to service teams operating in the same time zone and have matching operational hours and holidays.
You can access the details of the SLA schedule through the
View SLA Schedule
 report or modify the content through the
Edit SLA Schedule
 task.
Create a Workday Help service level agreement (SLA).