Service Manager powered by HEAT

Using the Score Card

You can easily determine the level of customer satisfaction from a number of factors within the scorecard.

•Viewing the Score Card

•Creating a New Score Card

•Deleting a Score Card

Viewing the Score Card

1.From the Configuration Console, click Configure > Communication Templates > Score Card Configs to open the Score Card Configs workspace. The Score Card Configs workspace appears, listing the current score card configurations.

Creating a New Score Card

1.From the Configuration Console, click Configure > Communication Templates > Score Card Configs to open the Score Card Configs workspace. The Score Card Configs workspace appears, listing the current score card configurations.

2.Click New ScoreCardConfig. A blank score card appears.

3.Enter numbers into the fields to denote the scoring.

Field	Description
Target Courtesy Rating
Target Knowledge Rating
Target Timeliness Rating
Target Experience Rating
Target Resolution Quality Rating
Target Customer Satisfaction Rating
Target Overall Score Rating
Target Change Failure Pct
Target Time Per Medium Change Pct
Target FLR Pct
Target Response Compliance Pct
Target Resolution Compliance Pct
Target Time Per End User
Target Time Per Incident
Target Response Time
Target Resolution Time
Target Time Per High Change Pct
Target Time Per Critical Change Pct

4.Click Save.

The Score Card Config record appears on the list.

Deleting a Score Card

1.From the Configuration Console, click Configure > Communication Templates > Score Card Configs to open the Score Card Configs workspace. The Score Card Configs workspace appears, listing the current score card configurations.

2.Select the score card to remove.

3.Click the delete icon .