Agent skill · forcedotcom
service-itsm-agentic-setup-incident-sla-configure
End-to-end Incident SLA setup for Service Cloud ITSM — creating a MilestoneType, an Incident-scoped SLA Policy (SlaProcess), attaching a Milestone with criteria, and wiring an Entitlement so Incidents derive an EntityMilestone with a computed TargetDate. Use when the user asks to configure SLA milestones on Incidents, create an SLA policy for Incident records, set up entitlement processes for ITSM, wire milestones so they appear on the Incident page, or enable SLA tracking for incident management. DO NOT TRIGGER when: the user asks about Case entitlements or Case SLA (not Incident), querying existing SLA policies without setup intent, general Entitlement sObject CRUD unrelated to Incident, or Milestone queries for reporting purposes only.
What it needs
About 11k tokens when loaded.
What this skill does
Configuring Incident SLA (End-to-End) Configures a complete Incident SLA pipeline for Service Cloud ITSM — the chain that derives an EntityMilestone (with a computed TargetDate) on every Incident with an Entitlement. Every operation runs through the Salesforce-hosted headless-360 MCP server; the org is derived from the OAuth JWT — the skill never handles an org id, alias, or credentials. It also needs the org-level SLA Management for IT Service setup item (the Phase 0.5 gate — see below). Setup has four parts: MilestoneType (what you measure) → SLA Policy (SlaProcess scoped to Incident, entry/exit criteria) → Milestone (time trigger + filter criteria) → Entitlement (wired to an Account so Incidents engage the SLA). Scope In scope: Creating MilestoneTypes, SLA Policies (SlaProcess), Milestones with criteria, Entitlements, and verifying SLA engagement on Incident records — all via headless-360 MCP. In scope — prerequisite: checking and (on consent) enabling SLA Management for IT Service (Phase 0.5); halts if not fully enabled or consent declined. In scope — predefined vs custom (Phase 0.6): offering the OOB Standard Support for Incidents policy (Incident only) vs a custom one. Out of scope: Case SLA/entitlements; Assignment Rules; Escalation Rules; Notification Rules; general Entitlement CRUD not related to Incident SLA; SLA reporting. --- Routes at a glance Reads → mcpheadless-360dispatchreadonly, writes → mcpheadless-360dispatch. Both take raw HTTP: {"url","method","body"?,"queryparams"?} — not {operationid, arguments}. Response envelope: standard REST — read body from {statuscode, body}. The full route table — create MilestoneType / SLA Policy / Milestone, Entitlement, BusinessHours, test Incident, the Phase 0.5 feature calls, and the create-milestone-action op — with request/response shapes lives in references/mcp-invocation.md. --- Clarifying Questions Ask only what you cannot infer from context (pre-populate; note "(from conversation)"). …
How to use it
Reference it in AdaL, Claude Code, Cursor or any coding agent — nothing to install:
@skills forcedotcom/service-itsm-agentic-setup-incident-sla-configure