SAP Hybris - Product for Service

In SAP Hybris Cloud for Customer, service level defines the time when a ticket for a customer must be responded and completed. Service levels help the organizations define objectives for handling customer messages. Using these, you can measure the performance and the quality of your customer service.

Service levels also help to define new rules as per the ticket category and description whenever a new customer message comes in the C4C system. Using service levels, a system can determine the service level based on those rules and then based on that service level, the initial response and completion due time points are calculated.

Create a Service Level

To create a service level, let us follow the steps given below.

Step 1 − To define Service Levels, go to Administrator → Service and Social.

Service and Social

Step 2 − Click on Service Level in the next window that opens.

Sla Setup

Step 3 − Click New and select the Service Level.

Service Level

Step 4 − Click the General tab. Enter the Service level Name, Service Level ID and Description.

To create a new service level, you must provide a Service Level Name, and a Service Level ID. You can also provide an optional service level Description.


Step 5 − Navigate to the next tab Reaction Times. In this section, you define the time when the service agent responds to the ticket. This time depends on the SLAs (Service Level Agreement) signed with the customer and with the ticket priority and type of customer.

Example − High priority ticket will have low response time or high-end customers have low response time. It means, the ticket related to these customers will respond faster when compared to other tickets.

To create a milestone, click Add Row and choose the type of milestone. Select Alert When Overdue, if you want the system to send an automatic alert to the responsible person, when the target milestone-time point is exceeded.

Click on Add Row. Select the milestone as per the business requirement and then click on Alert When Overdue. When you select this option, the system will send an alert to the service agent. Select the required milestones.

Reaction Times

To enter the reaction time for all the milestones, go to Details for milestone → Add Row. Repeat this process for all the above milestones. Select the milestones one by one and then enter the reaction time for these milestones.

To assign a service to the selected milestone (in the Milestones table) click on Add Row. Choose the Type of Service, the Priority and enter the timer (Net Labor Time) duration. Add a row for all the available priorities for each type of service selected.

Add Row

Step 6 − Navigate to Operating Hours tab. Operating hour is the working hour of the service agent, i.e., from what time to what time an agent is available.

Select the working day calendar. Enter the days of the week of working of a service agent. Click Add Row and then select the checkboxes for the required days of the week. Enter the time ranges. Click on Add Row and enter the start time and the end time of the working hours of the service agent.

Operating Hours

Step 7 − Navigate to the Changes tab. You can see all the changes that you made in the SLA over the time. Select different available criteria and click on the Go button. To display or refresh the change history, specify the required filter criteria and click on the ‘Go’ button.

New Service level