Sla question, I want to know how to match our contract into this system. Our sla is set in this way, if a call comes in with priority high then it should take 30 min to resolve, and if it is medium then it should be resolved in 1 hour. Now how can I put this in support center? This is the page that I tried to do this but it only has action for one of the criteria.

 

What I like to know is, Can I set the criteria to high and match that to a resolutioin time and then how can I set another criteria for meduim and set that resolution time as well. It seems that I need some other tools to do so. Please help. Thanks,

 

Jay