How to Manage SLA Policy in Odoo 17 Helpdesk | Service Level Agreements (SLA) - Odoo 17 Helpdesk
0An agreement between a business or individual that offers a service and the customer who pays for the service or product is influenced by the SLA, or service level agreement policy. #odoo17
Video Chapters
00:00 Introduction
00:27 Helpdesk team
01:27 SLA Policy
03:07 Create a ticket
SLAs are not contracts in and of themselves; rather, we can refer to them as an important component of contracts. This policy facilitates communication between the service provider and the client about the services provided, support, responsiveness, etc. Here, "support" can refer to answering calls, and emails, or providing technical help. #odoohelpdesk
SLA is a crucial component of a business since it gives the organisation a clear understanding of the services that the service provider provides. It might have to do with a product's guarantee or warranty, or it could have to do with the technical assistance and field repairs that a service provider offers.
We can create and maintain policies that will improve communication between the service provider and the client with the aid of the Odoo helpdesk. For instance, Cybrosys provides its customers with software support. #odoofunctionalvideos
SLA policies addressing the response time the business will need to handle the ticket, the service period, the duration of free and paid service, the service charge, etc., should be in place when conducting business with clients. A measurable thing is an SLA policy.
In addition, these policies assign us the duty of overseeing customer requirements and outlining included services.
Support for SLA policy management is also provided by the comprehensive customer support system known as the Odoo helpdesk module.
The Helpdesk module of Odoo has menus like Overview, Tickets, Reporting,
and Configuration. We can configure different features using the Configuration menu.
This page gives us an insight into the already existing SLA policies. We can find the policy name and the team entrusted to manage the policy from here. We can also find if the policy is in an inactive state.
The different fields present here are SLA policy name: We can name the SLA policy here based on the major terms included in it. The name given here is Assigned in 24 hours.
Service Level Agreements are defined to understand how a service is provided to your customers. It is a commitment that a company makes to its customers while delivering customer services. SLA Policies play an important role when it comes to the relationship between the service-providing agent and the consumer who purchases the service.
Defining SLP policies in customer service operations will help a company gain customers' trust by ensuring efficient customer support. These policies describe how to deliver a service and to what standard. This will be beneficial to determine the deadlines of services in an organization.
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