I have some questions about SLAs and Goals:
1) SLA (Service Level Agreement) - Is it possible to add a SLA on a role? E.g. a role has to reply e-mails within 24 hours from the receipt. It´s not that we want to put SLA on every role, but we have some SLAs with our clients, and we have to honor that. How to do this?
2) Goals - Is it possible to add a "Goal" on a role? Let´s say that the Sales Department has the goal to sale a minimum amount monthly. I know it is not recommended, that I have to put a Metric like "Monthly Sales", but, the minimum amount is crucial for our breakeven, and if the "Monthly minimum sales" is not reached we will have serious problems.
Thank you in advance!