--- title: Using the Score Card slug: neurons-for-itsm/admin-user-help/enu/latest/using-the-score-card createdAt: 2026-07-14T19:16:42.704Z --- You can easily determine the level of customer satisfaction from a number of factors within the scorecard. ## 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 | Used for Customer Satisfaction Surveys, determines the Analyst Courtesy rating target. | | Target Knowledge Rating | Used for Customer Satisfaction Surveys, determines the Analyst Knowledge rating target. | | Target Timeliness Rating | Used for Customer Satisfaction Surveys, determines the Resolution Timeliness rating target. | | Target Experience Rating | Used for Customer Satisfaction Surveys, determines the Customer Satisfaction with the Technician rating target. | | Target Resolution Quality Rating | Used for Customer Satisfaction Surveys, determines the Quality of Resolution rating target. | | Target Customer Satisfaction Rating | Used for Customer Satisfaction Surveys, determines the Customer Satisfaction rating target. | | Target Overall Score Rating | Used for Customer Satisfaction Surveys, determines the Overall Customer Satisfaction rating target. | | Target Change Failure Pct | Used for the Change Enablement Scorecard report and determines the target for Change Failure Percentages.
For example, if the value was set at 10%, if the total failure rate of changes was above 10% the target would be considered a missed target. | | Target Time Per Medium Change Pct | Used in the Change Enablement Scorecard report, determines the % target for Medium Changes implemented within their stated time frame. | | Target FLR Pct | Used in the Incident Management Scorecard report to set the target % for calls resolved on First Level Resolution. | | Target Response Compliance Pct | Used in the Incident Management Scorecard report to set the target for Response Time Compliance. | | Target Resolution Compliance Pct | Used in the Incident Management Scorecard report to set the target for Resolution Time Compliance. | | Target Time Per End User | Used in the Incident Management Scorecard report to set the threshold for the time to spend per end-user. | | Target Time Per Incident | Used in the Incident Management Scorecard report to set the threshold for the time to spend per incident. | | Target Response Time | Used in the Incident Management Scorecard report, determines the target response time. | | Target Resolution Time | Used in the Incident Management Scorecard report, determines the target resolution time. | | Target Time Per High Change Pct | Used in the Change Enablement Scorecard report, determines the % target for High Changes implemented within their stated time frame. | | Target Time Per Critical Change Pct | Used in the Change Enablement Scorecard report, determines the % target for Critical Changes implemented within their stated time frame. | 4. Click **Save**. :::Paragraph{indent="1"} 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 :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/36wp44StYgWRScATebSZs_deleteredx.png" alt caption size="10" width="14" height="13"}.