Individual skill

service-itsm-agentic-setup-incident-sla-configure

End-to-end Incident SLA setup for Service Cloud ITSM — the policy's Business Hours (reuse a named schedule, or create one from described hours or a time zone), MilestoneTypes, an Incident-scoped SLA Policy (SlaProcess), Milestones with criteria, and the Entitlement so Incidents get an EntityMilestone with a computed TargetDate. Use when the user asks to create or set up an Incident SLA policy (predefined or custom, with or without specific business hours), configure SLA milestones on Incidents, set up entitlement processes for ITSM, or enable SLA tracking for incident management. For Incidents, use this instead of the single-step SLA policy, milestone, or activation skills. 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.

skills/service-itsm-agentic-setup-incident-sla-configure/SKILL.md

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Last checked: Nov 4, 2026

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Repository stars (not skill ratings): 1,151
Repository last updated: Nov 6, 2026
License: Apache-2.0

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SKILL.mdcore · 21,736 bytes
assets/attach-milestone-action.jsonasset · 4,016 bytes
assets/attach-milestone.jsonasset · 553 bytes
examples/milestone-patterns.mddoc · 15,211 bytes
examples/output-templates.mddoc · 4,409 bytes
references/mcp-invocation.mddoc · 50,448 bytes
references/workflow.mddoc · 33,281 bytes

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# Configuring Incident SLA (End-to-End)

**First action, before any question to the user:** read the IT Service Enablement gate (Phase 1a) with
`dispatch_readonly` on `GET /services/data/v68.0/connect/setup/discovery/features`, filtered to the exact
apiName `service-cloud-itsm-setup`. Ask nothing else until it is `ENABLED`.

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
**IT Service Management enablement** (the Phase 1a gate) and **SLA Management for IT Service**
setup item (the Phase 1c gate), plus **Incident Management** (the Phase 1b gate).
The custom pipeline (four ordered writes): **MilestoneType** (what you measure) → **SLA Policy**
(SlaProcess, Incident-scoped, created inactive, entry/exit criteria) → **Milestone** (time trigger +
criteria) → **activate the policy** (`createEntitlement=true`, which auto-provisions the Entitlement —