In the “classic” or “legacy” web interface, settings for Service Management are located at Settings | Service Management. The Oct 18 Business Application release notes announced that service management settings will be available in the unified interface in the customer service hub.
Three settings are still only available in the web interface:
- Routing Rule Sets
- Automatic Record Creation and Update Riles
- Service Level Agreements
The Oct 18 release guide states, “… will be available in the Customer Service Hub sitemap beginning with the January ’19 release“. However, as at 4th March 2019, in a system at version 9.1.0000.2829, these three settings are still not available in the customer service hub.