The CRModular interface is currently in Turkish. Menu and button names are shown in bold Turkish with an English explanation in brackets.
These screens are available on Professional and higher plans.
1. SLA policies
Ayarlar → SLA Politikaları (Settings → SLA policies): define one policy per priority. Example:
| Priority | First response | Resolution |
|---|---|---|
| Critical | 1 hour | 4 hours |
| High | 2 hours | 8 hours |
| Normal | 4 hours | 24 hours |
| Low | 8 hours | 48 hours |
Set the business hours only option on each policy. We explain how to choose targets in this article.
2. Entitlements
Give contract customers an account-level SLA and a monthly case allowance. The account’s entitlement takes precedence over the priority policy.
3. Assignment
Create an assignment group for support (see sales process) and turn on Ayarlar → Şirket → Servis → Vakaları Otomatik Ata (Settings → Company → Service → Auto-assign cases).
4. Knowledge base
On Bilgi Bankası (Knowledge base) create categories and publish FAQs and solution articles. Relevant articles are suggested on the case detail.
On the case screen
- The SLA Durumu (SLA status) card shows the time left for first response and resolution, with a warning as the deadline nears and a breach flag when it passes.
- Müşteriye Yanıtla (Reply to customer) sends the email from the case; the first-response timer stops when the first reply is sent.
- The SLA breach check runs every 15 minutes.
Check
Open a Critical case: the SLA card should show a 1-hour first-response target and the case should be assigned to someone in the support group.