Service Level Management
Service Level Management helps track and ensure that service providers meet their commitments to users. It helps agents prioritize tasks and take timely actions to meet the goals.
Case business analysts can track the service by setting service targets for cases and tasks by defining service goals, different measurement criteria, and service milestones.
Service-level goals
A SLM manager sets a goal for how quickly a service provider should respond to or resolve a request. These goals depend on the type of request and its priority. The system uses these goals to check whether the service was delivered on time or missed the deadline. A SLM manager defines the goal while configuring the service targets.
A SLM Manager defines the goals while configuring service targets.
Measurement criteria
The support staff uses service-level measurements to perform the following tasks:
- Monitor the progress of a case or task
- Calculate delays in resolving a case or task
- Determine whether a goal is met or missed
These measurement criteria contain the conditions to start, end, and pause the time calculations for a case or task. Depending on the measurement conditions, Service Level Management (SLM) updates the status of the service targets associated with a case or task.
The following conditions and flags can be defined in SLM:
- Terms and conditions—Qualification to define when a service target is applicable to case and task
- Start When—Condition to define when to start the measurement of a service target
- Stop When—Condition to define when to stop the measurement of a service target
- Pause When—Condition to define when to pause the measurement of a service target
- Reset goal—Flag to reset the measurement of a service target after the reset condition is met.
- Reopen goal—Flag to reopen a service target. The completed measurements are reopened when the Start When condition is met and the measurement continues from the previous status.
A service target is applied to a record when the Terms and Conditions and Start When qualifications are true. If the Terms and conditions qualifications are true, but the Start When qualification is not true, the measurement record is not created for the service target.
Service-level milestones
Milestones are checkpoints that alert agents before a service target is missed. For example, if a task should be completed in 7 days, a milestone might be set at 3.5 days to remind the agent halfway through. Actions can be triggered at these milestones, such as sending an email or setting a field value for sending a notification. To view milestones for service targets associated to a case or task, click the icon on the progress bar on the case or task view.
Viewing the milestones
To view milestones for service targets associated to a case or task, click the icon on the progress bar on the case or task view.
The following table shows how the milestones are displayed:
Scenario | Example |
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Single service target with single milestone |
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Single service target with multiple milestones |
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Two service targets with same due date and multiple milestones
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Service target statuses
A progress bar on a case or task details page displays the status of a service target related to that record. If multiple service targets apply to the record, the progress bar displays the status of each service target. The progress bar is automatically refreshed with a default time interval of 1 minute or if the status of the record is updated. The service target is displayed in working days instead of in hours. The number of days is calculated considering the holidays based on the case site
The following table explains the colors and icons associated with each status, and the corresponding overall service target status displayed on the case and task workspaces. When multiple service targets are attached to a record, the Overall SLM status displays the worst-case status.
| Progress bar color | Icon | Service target status | Overall SLM status | Meaning |
| Green |  | In progress or met
| Within time limit | Measurement is in progress and within time limit |
| Red |  | Missed Goal | Breached | Measurement has missed the service target but is still active |
Missed
| Measurement has missed the service target and is closed | |||
Missed Goal Pending
| Measurement has missed the service target and is then paused | |||
| Orange |  | Warning | Warning | Measurement has reached the warning stage and is in progress |
Warning Pending
| Measurement has reached the warning stage and is paused | |||
| Grey |  | Pending
| Pending | All measurements for a single service target or multiple service targets are paused |
Progress bar with multiple service targets
If a record has multiple service targets associated with it, the service targets are displayed in ascending order of the time that is required to meet the service target.
For example, a request has the following service targets:
- Review time (due in 10 minutes)
- Resolution time (due in 2 minutes)
- Response time (met)
The progress bar displays the response time, resolution time, and review time in that order, as shown in the following figure:
Common scenarios with multiple service targets
The following table shows how the progress bar is displayed in common scenarios when service-level goals are missed or met:
Scenario | Example |
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