Portal with SLA Scorecards
- 20 Mar 2024
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Portal with SLA Scorecards
- Updated on 20 Mar 2024
- 1 Minute to read
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- PDF
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Streamlining insights, empowering decisions – where data meets accountability!
By tailoring Service Level Agreement (SLA) scorecards to your organization's specific metrics and objectives, Analyst Service Portal ensures that you're measuring what truly matters. Whether it's response times, resolution rates, or customer satisfaction scores, our customizable SLA scorecards guarantee alignment with your goals, enabling informed decision-making and continuous improvement.
User Persona: Analyst
Let's explore the following use case.
Use Case User Persona: Analyst | Solution |
ACME Services is a large IT services provider catering to various clients across different industries. They offer technical support, maintenance, and troubleshooting services to ensure their clients' systems run smoothly. However, they've been struggling to consistently meet their service level agreements (SLAs) due to the diverse needs and expectations of their clients. ACME Services wants to implement an Analyst Service Portal with SLA Scorecards to address their SLA performance challenges. | Adam logs in to the Analyst portal of Apex and navigates to the SLA scorecards section. Within the portal, he can monitor resolution SLA compliance based on each client's specific requirements and priorities, adjusting parameters by priority and workgroup. This capability enables ACME Services to deliver exceptional service by facilitating real-time monitoring, automated reporting, and continuous tracking of SLA performance metrics. |
Analyst Service Portal
The intuitive interface of Analyst Service Portal helps to monitor SLA performance in real-time with dynamic dashboards and alerts, allowing you to stay informed of any deviations from agreed-upon service levels and take immediate action.
To access the Analyst Service Portal, perform the following steps:
- Log in to the application.
- Navigate to My Apps > Service Management.
- Select the role of Analyst. The Analyst User Portal with SLA Compliance is displayed.
Figure: Analyst Service Portal with SLA scorecard
- Click the scorecard under Resolution SLA Compliance By Priority to get the count of SLA waiting for approval.
Figure: SLA Compliance By Priority
The count of SLAs waiting for approval is indicated within the scorecard, providing insight into the current status of pending SLAs requiring approval.
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