Configuring service targets in service level management
Service targets in Service Level Management help track case progress and ensure business goals are met. As a case business analyst, you can configure the service targets by defining the goal types, business schedules, service target groups, and data source rules.
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. | |
Create business time segments to configure time to include or exclude when calculating service targets, and combine them to attach to a service target | |
Configure a service target to ensure that business goals are met. | |
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. | |
| Configure a data source to calculate service targets differently for each case and task. | Configuring advanced service target settings on the data source |