You can now process service level agreements (SLA) more efficiently by configuring Goal & deadline settings in App Studio, without switching to Dev Studio. As a part of the Goal & deadline configuration enhancements in App Studio, you can enable service level agreement (SLA) processing.
By defining a custom SLA or reusing an existing SLA that is based on relevant records, you can specify the exact event for initiating SLA processing (for example, when the parent case is created), and can configure automatic email notifications to inform users about upcoming goals and deadlines. In addition, you can choose the recipients and options for composing a message.
All these options are available at a case, stage, and process level for a given case type.
The following figure illustrates the SLA configuration features that are available in App Studio:
For more information, see Setting goals and deadlines for case resolution.