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Siebel Field Service Guide > Agreements and Entitlements > Process of Administering Entitlements > Defining Metrics for Entitlement TemplatesIn the Metrics view, you can add performance requirements for an entitlement template. These metrics are usually associated with a service-level agreement within an agreement. The agreement often indicates the target metrics for response time and resolution time. The response and resolution times are frequently associated with the priority of the service request. For example, the response time value sets the Date Committed field in the service request. This metric indicates that the service organization is committed to responding to issues by a certain date and time. You can use resolution time interchangeably with response time. However, the 2 metrics indicate different values to track. The service organization is committed to resolve the issue before the resolution time. Another example of a metric that you can set is the escalation time. This metric sets the Agent Escalation Time field (in the Service Requests List of the Service screen). This metric indicates that if no action occurs for the service request by the escalation time, then an email is sent to a manager warning that the service department might not meet a key metric in a service-level agreement. Such violations of service agreements can have both financial and legal repercussions for a service department. You can add more metrics for monitoring in the Service Metrics view of the Administration - Service screen. NOTE: Each requirement must be in a separate record. This task is a step in Process of Administering Entitlements. To define a metric for an entitlement template
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