SAP Knowledge Base Article - Public

3245939 - How to Maintain the Customer Time Zone in the Service Level


You would like to understand how to maintain the customer time zone in your Service Level (SLA) in SAP Service Cloud Version 2


SAP Service Cloud Version 2


To maintain the customer Service Level, you can follow the steps below:

  1. Navigate to your user profile on the top-right corner of your screen.
  2. Click Settings.
  3. Navigate to All Settings tab.
  4. Click Service Levels, under Case Management.
  5. Select your SLA on the list.
  6. Click Deactivate.
  7. Click to edit the Time Zone field.

It is important to notice that, once adjusting the SLA to the customer Time Zone, you are required to also adjust the working day calendar to reflect the customer calendar.


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SAP Service Cloud Version 2 all versions