Ensure that customer service representatives (CSRs) complete assignments on time by
assigning service-level agreements (SLAa) to the assignments. By enforcing SLAs, you facilitate
case resolution and ensure that CSRs follow a timeline agreed with your customers.
The system calculates goals and deadlines as the time between
task assignment and task completion, unless your service-level
agreement states otherwise.
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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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In the upper-right corner of the Workflow tab, click
Life cycle.
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Click the assignment for which you want to configure the goal and deadline.
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In the step property panel, click Goal & deadline.
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In the Use Service-level agreement (SLA) list, perform one of
the following actions:
- To define custom criteria, click Custom SLA, and then, in
the Goal and Deadline sections, complete
the Days, HH:MM:SS, and
Increase urgency by fields.
- To reuse criteria from an existing service-level agreement, click
Existing SLA and select the name of a service-level
agreement.
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.
- Optional:
If you selected Custom SLA in step 5,
you can reduce the risk of unfinished work in a case by defining an escalation action,
such as notifying the manager.
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Click Save.
Result: At run time, your application detects when the goal and deadline
are not met and adjusts the urgency of the assignment. To see how much time you have left to
complete an assignment, refer to the header of the form.