Creating goal types for service targets

Goal types improve the readability of service targets. In BMC Helix Business Workflows, a case business analyst can configure goals when configuring service targets. You can create only request-based goals. 

For example, an employee requests for an employment proof document. The agent has a goal to provide the document within seven working days. This is a request-based goal type and can be called Request Resolution Time.

Related topic

Service-Level-Management

To create a goal type

  1. Log in to BMC Helix Business Workflows.
  2. Click Settings Gear icon.PNG.
  3. Navigate to Service Level Management > Goal Type.
  4. From the Line of Business list, select the line of business for which you want to create a goal type.
    If you have access to a single line of business, that line of business is selected by default.
  5. Click Goal Type Configuration.
  6. In the Goal Type Name field, type a name for the goal. 
    Example: Request Resolution Time.
  7. In the Goal Type list, Request-Based is automatically populated and is not editable.
  8. In Status, select one of the following options:
    • Active—The goal is available for selection when configuring service targets and service target groups. This is the default status.
    • InActive—The goal is not available for selection when configuring service targets and service target groups.
  9. Click Save.


 

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