{"id":234426,"date":"2022-06-22T21:02:43","date_gmt":"2022-06-22T21:02:43","guid":{"rendered":"https:\/\/onedesk.com\/videos\/serviceniva-avtal-slas-in-onedesk\/"},"modified":"2022-06-22T21:10:24","modified_gmt":"2022-06-22T21:10:24","slug":"serviceniva-avtal-slas-in-onedesk","status":"publish","type":"aiovg_videos","link":"https:\/\/onedesk.com\/sv\/videoklipp\/serviceniva-avtal-slas-in-onedesk\/","title":{"rendered":"Serviceniv\u00e5avtal (SLA)"},"content":{"rendered":"<h2>Transkript:<\/h2>\n<p><span style=\"font-weight: 400;\">Serviceniv\u00e5avtal, eller SLA, l\u00e5ter dig till\u00e4mpa svars- och l\u00f6sningstidspolicyer och m\u00e5l f\u00f6r dina inkommande biljetter. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">H\u00e4r kan du se att jag \u00e4r i vyn f\u00f6r \u00f6vertr\u00e4delser av serviceniv\u00e5n h\u00e4r. Du kan se \u00f6vertr\u00e4delserna och du kan ocks\u00e5 se hur dessa olika biljetter grupperas av SLA: erna. Dessa ing\u00e5r inte i ett SLA. Dessa tv\u00e5 \u00e4r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">L\u00e5t oss titta p\u00e5 hur du \u00e4ndrar serviceniv\u00e5avtalen i ditt konto. Klicka p\u00e5 administrationsalternativet, klicka p\u00e5 biljetter och scrolla ner.. H\u00e4r ser du SLA-avsnittet. Om du vill ta bort en befintlig SLA kan du ta bort den h\u00e4r. Du kan ocks\u00e5 redigera en befintlig SLA genom att klicka p\u00e5 pennikonen. L\u00e5t oss skapa en ny SLA-policy h\u00e4r genom att klicka p\u00e5 &#8220;skapa SLA&#8221; och fylla i formul\u00e4ret.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Detta formul\u00e4r best\u00e5r av ett namn och ett rutn\u00e4t med prioriteringar kontra svarstider. Du kanske till exempel vill att din f\u00f6rsta svarstid f\u00f6r en enstj\u00e4rnig biljett ska vara inom tv\u00e5 timmar men en femstj\u00e4rnig biljett inom bara en timme. Om en cell i detta rutn\u00e4t l\u00e4mnas tom anses den inte ha n\u00e5gon policy. Spara SLA och det visas h\u00e4r p\u00e5 din lista.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nu har du policyn p\u00e5 plats. Du m\u00e5ste tilldela den till inkommande biljetter. F\u00f6r det har vi \u201dworkflow automations\u201d. H\u00e4r kan du se att det redan finns en f\u00f6rskapad som kallas &#8220;skapa valfri biljett l\u00e4gg till exempel SLA&#8221;.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">L\u00e5t oss ta en titt p\u00e5 detaljerna i den. Jag klickar p\u00e5 redigera och h\u00e4r kan du se att det \u00e4r ganska enkelt. F\u00f6r vilken biljettyp som helst, n\u00e4r den skapas, \u00e4ndras den till &#8220;Sample SLA&#8221;. I m\u00e5nga fall vill man ha n\u00e5got lite mer nyanserat. Till exempel kanske du vill att detta bara ska till\u00e4mpas p\u00e5 biljetter fr\u00e5n ett specifikt f\u00f6retag s\u00e5 i s\u00e5 fall l\u00e4gger du till ett extra filteralternativ h\u00e4r. Jag skulle v\u00e4lja en viss beg\u00e4randeorganisation. S\u00e5 denna SLA skulle bara till\u00e4mpas p\u00e5 biljetter fr\u00e5n den organisationen. Naturligtvis kan du v\u00e4lja vilken SLA-policy den ska till\u00e4mpas p\u00e5, s\u00e5 jag kunde v\u00e4lja den SLA vi just skapade ist\u00e4llet.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">N\u00e4r denna regel \u00e4r sparad och aktiverad, kommer den n\u00e4r en biljett anl\u00e4nder till systemet som uppfyller de kriterierna att till\u00e4mpas p\u00e5 den specifika policy som du anger. Du kan skapa m\u00e5nga SLA:er och till\u00e4mpa dem p\u00e5 biljetter med olika villkor f\u00f6r att m\u00f6ta dina behov.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nu n\u00e4r policy\u00f6vertr\u00e4delsen n\u00e4rmar sig kan du ocks\u00e5 skapa en automatisering av arbetsfl\u00f6den f\u00f6r att informera anv\u00e4ndarna om eller innan \u00f6vertr\u00e4delsen intr\u00e4ffar. Om du v\u00e4ljer visa inaktiverade automatiseringar finns det en automatisering som \u00e4r avst\u00e4ngd som standard. Du kan aktivera, redigera eller \u00e5terskapa denna automat. L\u00e5t oss titta p\u00e5 automatisering. Denna automatisering k\u00f6rs 75 minuter f\u00f6re intr\u00e5nget, och skickar denna e-postmall som du kan redigera denna automatisering efter dina behov. N\u00e4r detta \u00e4r aktiverat kommer de agenter som tilldelas en biljett som h\u00e5ller p\u00e5 att bryta mot denna policy att f\u00e5 ett e-postmeddelande s\u00e5 att de kan svara i tid innan de bryter mot policyn. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Se v\u00e5ra artiklar eller videor f\u00f6r detaljerad information om hur du skapar e-postmallar samt automatisering av arbetsfl\u00f6den. Och om du har n\u00e5gra fr\u00e5gor, v\u00e4nligen kontakta via livechatt eller p\u00e5 <\/span><a href=\"mailto:support@onedesk.com\"><span style=\"font-weight: 400;\">support@onedesk.com<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Transkript: Serviceniv\u00e5avtal, eller SLA, l\u00e5ter dig till\u00e4mpa svars- och l\u00f6sningstidspolicyer och m\u00e5l f\u00f6r dina inkommande biljetter. H\u00e4r kan du se att jag \u00e4r i vyn f\u00f6r \u00f6vertr\u00e4delser av serviceniv\u00e5n h\u00e4r. Du kan se \u00f6vertr\u00e4delserna och du kan ocks\u00e5 se hur dessa olika biljetter grupperas av SLA: erna. Dessa ing\u00e5r inte i ett SLA. Dessa tv\u00e5 [&hellip;]<\/p>\n","protected":false},"author":2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"tpgb_global_settings":"","inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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