Before diving into defining the components of your Service Monitor, please be sure to review the Service Monitor Setup: Overview to gain an understanding of how each part works together.

Defining Service Levels

1. Navigate to Settings > Service Monitor.
2. Under Service Levels, click Add New Service Level.
3. Name the Service Level and if desired, provide a description for the level (the description is purely for your reference, it is not used elsewhere in the CRM).
4. Click Add to confirm the addition.

Once created, Service Levels can edited or deleted using the Command icons at the end of their row. Do not attempt to delete a Service Level that’s in use.