Creating a Support Metric Saved Search

Case performance metric filters help support managers build support performance criteria and assist with SLA monitoring. The following procedure creates a sample saved search to monitor any breaches of an SLA. For this example, breaches require a response within four hours of creating a case.

To create a support metric saved search

  1. An administrator should make sure the Customer Support and Service feature is enabled at Setup > Company > Enable Features > CRM > Customer Support and Service

  2. Go to Lists > Search > Saved Searches > New. Click Case.

  3. In the Search Title field, enter All Cases With Response After 4 Hours.

  4. Select Support First Reply from the Filter list. Set to not empty.

  5. Select Initial Response Time (hours). Set to greater than.

  6. In the Value field, enter 4.

  7. Click Save and Run.

Related Topics

General Notices