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Home > KANA Response Administration > Content Administration > Departments > About the Service Clock
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Service Clock describes the hours of operation in a service organization. It is used to calculate whether the message was completed within the service level time.
KANA Response uses the operating hours defined for your service clock to:
Compute escalation times
Compute the number of messages that are completed within the service level time
Service Level is the time within which the query needs to be answered.
See Workflow Settings for information on setting the service clock.
Learn about workflow settings.
Learn about setting user preferences.