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. Inform participants or a
creator of the case about an elapsed goal or deadline by creating a notification.
For example, if a CSR of an insurance claim request does not resolve the request within a
week, the urgency of this case rises and the manager of the CSR receives a notification.
Apart from configuring cases,
you
can use this procedure to set goals and deadlines for stages and
processes.
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In the navigation pane of
App Studio, click Case types, and then click the case type that
you want to open.
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On the Settings tab, click Goal &
deadline.
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In the Use Service-level agreement (SLA) list, define the SLA
criteria:
- To define custom criteria, select Custom SLA, and then go
to step 4.
- To reuse criteria from an existing service-level agreement, select
Existing SLA, in the auto-complete field, enter the
service-level agreement, and then go to step 11.
Note: The
Existing SLA list contains
relevant records. You can add new service-level agreements to the
Existing SLA list by creating new relevant records. For
more information, see
Adding a relevant record to your application.
- To leave a case without an SLA, select Never, and then go
to step 11.
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In the Calculate time from the start of section, select a method
for calculating your goal and deadline times:
- To start the calculation when an user creates an instance of your case type,
select This case.
- To start the calculation when the parent of your case type finishes, select
Parent case.
- To start the calculation when the top-level parent of your case type finishes,
select Top level case.
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In the Goal section, in the Days and
HH:MM:SS fields, enter the suggested resolution time for a
case.
For example: To indicate that the goal is a day, 6 hours, and 30 minutes, in the
Days field, enter 1, and then, in the
HH:MM:SS field, enter 06:30:00.
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In the Increase urgency by field, enter a value by which you
want to increase the current case urgency when the goal elapses.
- Optional:
To
inform participants or a creator of the case about an elapsed goal or
deadline, configure a goal notification:
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In the Notify section, the check boxes for the users to
whom you want to send the goal notification.
The system sends emails to these users when the goal for this task elapses.
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For Participants, click Manage
participants, select the case participants to whom you want to send the
notifications, and then click Done.
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In the Message subsection, select a message type:
- To send a standard notification, select Use default
message.
- To compose an email message, select Compose a message.
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In the Deadline section, in the Days and
HH:MM:SS fields, enter the required resolution time for a
case.
-
In the Increase urgency by field, enter a value by which you
want to increase the current case urgency when the deadline elapses.
- Optional:
To notify participants of the case about a missed deadline, configure a deadline
notification:
-
In the Notify section, select the check boxes for the users
to whom you want to send the deadline notification.
The system sends emails to these users when the deadline for this assignment
elapses.
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For Participants, click Manage
participants, select the case participants to whom you want to send the
notifications, and then click Done.
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In the Message subsection, select a message type:
- To send a standard notification, select Use default
message.
- To compose an email message, select Compose a message.
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Click Save.