Bookshelf Home | Contents | Index | PDF |
Siebel Field Service Guide > Agreements and Entitlements > Process of Managing Entitlements > Adding Metrics for Entitlements (End User)You can record metrics (performance measurements) for an entitlement (for example, response time for a service call and customer satisfaction rating). The response time metric is required to calculate the Date Committed field in the Service Request view. Only this entitlement metric directly determines a level of service. The calculation of the Date Committed field for a service request uses a response time according to the service request priority. Define a series of different response times and priorities so that the Date Committed field can change according to the service request priority. Add several metric records of the Response Time type. For each response time record, select a different priority value. Then enter values in the other fields that apply to the corresponding priority. For example, you might enter 1 hour for a 1-ASAP priority, 4 hours for a 2-High priority, and so on. Now, when the Date Committed field is calculated, the resulting time correlates to the service request priority. This task is a step in Process of Managing Entitlements. To add a metric for an entitlement
|
Siebel Field Service Guide | Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Legal Notices. | |