For instance, you could add this “SLA” (Service Level Agreement) fieldset to organization records:
|Level||picklist (Standard, Priority, Enterprise)||
Every time a new ticket is opened, a bot could check the sender’s SLA to determine the assignment and due date (but only if that obligation hasn’t expired). Bots could also remind a client to renew when their SLA is about to expire.
Fieldsets can be used to further subdivide a broad record type into classifications. For instance, asset records could have custom fieldsets for “Vehicle” and “Computer”. You could then create a list of only assets that are vehicles based on their color, mileage, passenger capacity, etc.