hi all.. I'm new to this sugar crm. currently I'm studying this system to be implemented in my company later on,

I have quick question, can SLA (service level agreement) be implemented in sugar crm? how?
the most important part for me is dealing with trouble ticket.

I want the system (with 24/7 based system) to be the first layer support. the system should be able to find the solution (maybe from knowledge base / FAQ) and immediately reply to customer who just submit his trouble ticket. it is more likely automatic machine to answer customer's problem. later on, if the system couldn't find any solution, it will automatically send the notification to support engineer via sms (for instance) contain the description of the ticket/problem so that the support engineer can take action.

The point is, the most crucial thing for me is to serve the customer with the best service and support.
Thanks for any comment and advice.

Best Regards,