Sketch Development Services, LLC

Configure request types, queues, SLAs, and channels

Duration: 1 day

In this course, an expert instructor will teach you how to configure the request types, queues, and SLAs that keep a service space running. You will also learn how to set up request channels and customize the notifications customers receive.

• Before taking this course, participants should complete Jira service management space admin: Part 1 or have equivalent experience.
• Each participant receives a hands-on sandbox environment.

You’ll learn how to:

• Build and configure request types
• Configure queues to help agents triage and prioritize incoming work
• Configure, customize, and monitor SLAs so teams can set service expectations and track performance
• Configure request channels
• Troubleshoot common email intake problems
• Customize and test customer notifications

Modules:

• Build request types and the portal
• Configure queues for agent triage
• Configure service-level agreements (SLAs)
• Set up request channels and notifications