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SLA - Milestone Setup for HR Help Desk - Navigation details required.

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edited Jun 8, 2022 10:31AM in Agent Desktop 4 comments

Summary

SLA - Milestone Setup for HR Help Desk - Navigation details required.

Content

Hi ,

I am configuring HR Help Desk related setups. The HR Queues and related setups have been configured and now I want to associate SLA (Milestones) for each queue.

Upon going through the document and Post in Cloud Customer Connect, I understand that HR Help Desk is created using engagement cloud and we need to have "Sales Administrator" role to associate the Milestones to HR Service Request.

I have provisioned "Sale Administrator" Role. However, I could not find the Tasks "Manage Contracts" tasks where I can update the SLA related details,

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