Configuring service targets for tracking case progress
Service targets are a way of monitoring and measuring the performance of the service provider. As a case business analyst, you can configure the service level targets by defining the service-level measurements and service-level milestones.
For more information about service targets, see Service Level Management.
The following table lists the topics that provide more details about how to configure service targets:
| Action | Reference |
|---|---|
| Create a goal type to improve the readability of a service target. | Creating goal types for service targets |
| Configure a data source to calculate service targets differently for each case and task. | Configuring advanced service target settings on the data source |
| Create business time segments to configure time to include or exclude when calculating service targets, and combine them to attach to a service target | Defining and combining multiple time segments to define business schedules for calculating service targets |
| Configure a service target to ensure that business goals are met. | Configuring service targets |
| Create a service target group to ensure that a single measurement record is created for changes in service target attributes. The single measurement record provides a consolidated time that is spent on resolving a case or task. | Creating and processing of service target groups |
| View audit records for a service target to know who made what changes to the service target and when. | Viewing audit records for service targets |
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