What is the recommended solution to give customers access to service level agreements (SLAs) via a B2B portal?

Providing customers access to service level agreements (SLAs) via a B2B portal is best accomplished through service contracts. Service contracts in Salesforce are specifically designed to manage the terms of service provided to customers, including the details of SLAs. They define the obligations and responsibilities between the service provider and the customer, which is essential in a B2B context where clarity around service delivery expectations is crucial.

By utilizing service contracts, businesses can effectively create, track, and manage their SLAs. The details within the service contracts can be shared with customers through the B2B portal, ensuring they have real-time access to important information regarding their service agreements. This transparency helps to build trust and improve customer satisfaction as customers know what to expect regarding response and resolution times for any support issues.

While elements like assets, cases, and milestones play significant roles in service management, they do not provide the comprehensive framework for managing SLAs that service contracts do. Assets represent physical or intangible items owned by customers, cases relate to specific customer inquiries or issues but do not inherently define SLA terms, and milestones are specific steps within a process but do not encapsulate the overall agreement between the service provider and the customer. Thus, leveraging service contracts is the most appropriate method for granting