The Cases section includes topics covering the Cases module and how to work with it.
In Sugar Serve 9.3 and higher, the Cases module contains ten fields that are used to track first response Service Level Agreement (SLA) and case resolution statistics, primarily for use in reporting. Sugar Serve includes many stock reports that use the data in these fields to highlight trends in case processing. This article describes these ten fields as well as two other related fields, including the information they hold and how they work together to provide insight into case processing in your organization.
Last modified: 2020-01-07 14:47:54