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SAP Knowledge Base Article - PublicSymptom
You would like to understand how the Additional Hours parameter work for your Service Level Agreements (SLAs) in the SAP Service Cloud Version 2.
Environment
SAP Service Cloud Version 2.
Resolution
For the Additional Hours, in case a milestone is defined to consider it, when a case is on the reporter / customer side (a response has been sent to the customer and the agent is waiting for their feedback), then the milestone will also take into consideration the time the case is spending with the customer for the calculation.
Keywords
Additional Hours, Case, Case Management, Service Level, Service Level Agreement, SLA, SLAs, SAP Service Cloud Version 2, Milestone, Additional, Hours, , KBA , CEC-CRM-SL , Service Levels for SAP Sales/Service Cloud , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To
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