When you define a goal for an assignment, you define the suggested time required to resolve the assignment. When you define a deadline, you define the ultimate time in which to resolve the assignment. You can also define escalation actions that your application performs when the goal and deadline expire. For example, if a case worker does not resolve their task by a week, that case worker receives a notification reminding them to do so. If the case worker does not resolve the task for another week, the manager of that case worker receives a notification.
- Learning about service-level agreements (SLAs)
Standardize the way that case workers resolve cases in your application by enforcing service-level agreements (SLAs). By implementing SLAs, you define a timeline of delivering the product and make a commitment to your customers.
Urgency is a numeric value, ranging from 0 to 100, that is displayed in worklists and cases. You can use urgency to bring visibility to unresolved assignments and cases in your application.
- Setting service-level agreements (SLAs) for case resolution
Encourage customer service representatives (CSRs) to resolve cases on time and enforce your service-level agreements (SLAs) by setting goals and deadlines for a case type. SLA measurement starts when the case starts and ends when the case finishes.
- Setting service-level agreements (SLAs) for stages, processes, and steps
Ensure that users complete assignments on time by assigning service-level agreements (SLAs) to stages, processes, and steps. By implementing SLAs, you enforce timely case resolution and ensure that users follow the timeline that you agree on with your customers.
- Setting goals and deadlines on the Service-level agreement (SLA) form
Ensure that your cases are resolved on time by defining goals, deadlines, and passed deadline actions. Complement the time intervals with increasing urgency and escalation actions.
- Creating a service-level agreement (SLA) rule
Enforce service-level agreements (SLAs) and maintain timely resolution of cases by defining goal, deadline, and passed deadline time intervals. By creating a Service-level Agreement (SLA) rule, you can quickly reuse the SLA settings for multiple assignments.
- Defining an escalation action for a case
Ensure that your business process reaches a resolution on time, by defining an escalation action for a case. By enforcing service-level agreements and implementing escalation actions, you enforce timely resolution of cases and meet deadlines that you agree on with your customers.
- Defining an escalation action for a stage and a process
Ensure that your business case moves forward in a timely manner by defining an escalation action for a stage and a process in your case life cycle. By notifying interested parties about an elapsed goal or deadline, you can keep the time frames that you agree on for your business use cases.
- Defining an escalation action for an incomplete assignment
Reduce the risk of unfinished work in a case by defining an escalation action, such as a notification to the manager. The manager receives the notification when an assignment exceeds its goal or deadline.