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Bhupathi YadavBhupathi Yadav 

What is the use of SLA in Case

What is the use of SLA in Case.
Hi Bhupathi,

Consider the scenario:
Business wants to know the following:
1. How many hours a case has been open?
2. How many days a case been open?

To cater to these type of requirements, you need SLA - Service Level Agreement amongst the business units who you support.

Hope this helps!

Please take a moment to upvote and mark this answer as solved, if it helped you.
Ajinkya Deshmukh