How can I determine which of our contact and organization records have service level agreements (SLAs) applied to them?

Environment:

Analytics, Service Level Agreement (SLA)
Oracle B2C Service

Resolution:

To determine which SLA instances have been applied to contacts or organizations, you can create custom reports that join the sla_instances database table to the contacts or organizations table.

For example, to determine which contact records have SLA instances applied to them, you can create a custom report similar to the following:

• Data Set:
  sla_instances joined to the contacts table
   
• Run-time Selectable Filters:
  sla_instances.state in list Any
  (allows you to filter for active SLAs or disabled SLAs if necessary)
  
  sla_instances.sla_id
  (allows you to report on specific SLA names of interest)
   
• Output Columns:
  contacts.full_name -- contact's first and last name
  sla_instances.sla_id -- the name of the SLA
  sla_instances.slai_id -- the database ID for the SLA instance
  sla_instances.state -- whether the SLA is active, disabled, not ready or used up
  sla_instances.activedate -- date the SLA instance was applied

If you are using organization records, then the SLA instance must be applied to the organization record, so you could create a similar report as above except you would use the organizations table instead of the contacts table.