- In Standard SLA the Related Case Field will show the Date Time Field available in the Case entity.
- Enhanced SLA – Shows Lookup Field in the Case Entity that references SLA KPI Instance Entity.
- We can create our own Lookup Field which references the SLA KPI Instance entity.
- Enhanced SLA now supports Success Action.
- Standard SLA on supports Success Criteria
- In Standard SLA – First Response By and Resolve By values are stored in the Case Entity.
- Enhanced SLA – stores this information in the associated SLA KPI Instance entity.