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 deriving an EntityMilestone (with a computed TargetDate) on every Incident with an Entitlement, all via the Salesforce-hosted headless-360 MCP server (org from the OAuth JWT). Requires the org-level SLA Management for IT Service setup item (the Phase 0.5 gate). Four parts: MilestoneType (what you measure) → SLA Policy (SlaProcess, Incident-scoped, entry/exit criteria) → Milestone (time trigger + criteria) → Entitlement (Account-wired, so Incidents engage the SLA). Scope In scope: the four artifacts above + verifying SLA engagement on Incident records; gating SLA Management for IT Service (Phase 0.5); offering the OOB Standard Support for Incidents policy vs a custom one (Phase 0.6, Incident only) — all via headless-360 MCP. Out of scope: Case SLA/entitlements; Assignment Rules; Escalation Rules; Notification Rules; general Entitlement CRUD not related to Incident SLA; SLA reporting. --- Output contract — applies to EVERY message Never print a raw Salesforce record Id (15/18-char: 55…, 550…, 0ny…, 00…) — full or masked (557VW…R3XVYA0 still leaks) — in any user-facing text: interim narration and the final report. Holds for artifacts you created and ones you detected/reused — name each (the name you supplied on create, or matched on reuse), keep its Id internal (chaining only). Verifying or matching via SOQL? Report the verified attributes/name, never the Id you queried by. One exception: on a halt you may relay the raw error body verbatim even if it embeds an Id — don't hand-edit it. Wrong: SLA policy created (552VW…) · Incident created (0ny…) · First Response → 557VW…R3XVYA0 (reuse) Right: Created SLA policy "Standard Support for Incidents" · reusing the existing First Response milestone type · the test Incident is "the test Incident" until Phase 3, then its IncidentNumber; milestones by MilestoneType name. …
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--5e73ed