Service goal templates key principles

When creating and configuring service goal templates, keep the following key concepts in mind:

  • A service goal template is a simple template that you can use to set service goals. Apply these templates to one or more planning groups within the business unit.
  • Service goal templates are similar to the previous feature, service goal groups. However, service goal templates only define a service goal; they are not used to apply goals to queues.
  • To apply goals to queues, assign a service goal template to a planning group. For more information, see Add a planning group.
  •  Set service goal templates at the business unit level. For more information, see Business units overview.