Service Level Targets are based upon pre-defined service level metrics, such as Resolution Time. There are several default Service Level Targets in CSM Intelligent Service Management. Until you have had a chance to map out your business's requirements for Service Level Agreements or Targets, you may want to inactive the out of the box list to reduce confusion with violation firings. To view the default list and inactive the targets:
- Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Service Level Targets
- Select the check box next to Service Level Target
- Select the Make Inactive button
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