Welcome to this guide on how to use the Service Level Agreement feature in Empress. This feature is designed to help your business streamline and manage its customer service operations.
Service Level Agreements (SLAs) are commitments between service providers and clients about the standard of service. Empress uses this feature to automate and manage these commitments, ensuring every customer issue is handled within the stipulated time and maintaining a high level of customer satisfaction.
Why the Service Level Agreement Feature Matters
In business operations, it’s crucial to maintain a high service quality level. By setting up SLAs in Empress, your business can:
- Establish clear expectations with clients.
- Automate tracking of service standards.
- Improve customer satisfaction by ensuring timely resolution of issues.
How to Use the Service Level Agreement Feature
1. Viewing SLAs
To view your SLAs, navigate to the Service Level Agreement section in the Empress dashboard. Here, you’ll find a list of all your current SLAs, including their names, associated clients, and validity dates.
2. Creating and Editing SLAs
To create a new SLA, click on the + icon in the Service Level Agreement section. You’ll need to fill in the following fields:
- Service Level Name: The name of the SLA.
- Start Date and End Date: The validity period of the SLA.
- Working Hours: The business hours during which the SLA applies.
- Priorities: The priority levels for issues, each with their own resolution deadlines.
To edit an existing SLA, simply click on it in the list and make the desired changes.
3. Sorting and Tracking SLAs
You can sort your SLAs by their names, associated clients, or validity dates. This makes it easy to manage and track your SLAs.
The SLA Fulfilled On field allows you to track when each SLA commitment is fulfilled. You can also pause the SLA tracking in certain situations, like holidays or weekends, by setting up the SLA Paused On status.
User Roles and Permissions
In Empress, you can assign different roles and permissions to your team members. For the Service Level Agreement feature, the System Manager role has full access, including creating, editing, and deleting SLAs. The Desk User role can only view SLAs.
Conclusion
The Service Level Agreement feature in Empress is a powerful tool for managing your customer service commitments. By using this feature, you can enhance your business operations and improve customer satisfaction.
For more help, check out our other guides or contact Empress support. We’re here to make your experience with Empress smooth and productive.