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Enforcing Service-Level Agreements

1 Task

10 mins

Visible to: All users Applies to: Pega Platform 8.7
Beginner
Case Management
English
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Scenario

You are developing an application MyTown311 to capture and manage requests for city services. Ensure that service request repairs are scheduled promptly by adding a goal and deadline to the Schedule repair assignment.

The following table provides the credentials you need to complete the challenge.

Role User name Password
Application Developer author@mytown pega123!

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

Challenge Walkthrough

Detailed Tasks

1 Configure a service level agreement for the Schedule repair step

  1. In the App Studio navigation pane, click Case types > Service Request to display the Service Request case life cycle.
  2. In the Review stage, click the Schedule repair step to display the configuration pane on the right.
  3. In the configuration pane, click the Goal & deadline tab.
  4. From the Use Service-level agreement (SLA) list, select Custom SLA to display the SLA configuration settings.
  5. Under Goal, in the Days field, enter 0.
  6. In the HH:MM:SS field, enter 00:15:00.
  7. In the Increase urgency by field, enter 25.
  8. Under the Action list, select the Assignee check box to send a message to the assignee.
    Goal
  1. Click Deadline to expand the deadline settings.
  2. Under Deadline, in the Days field, enter 0.
  3. In the HH:MM:SS field, enter 00:30:00.
  4. In the Increase urgency by field, enter 50.
  5. Under the Action list, select the Assignee check box to send a message to the assignee.
    Deadline
  1. Click Save to complete the configuration of the service level agreement.

This Challenge is to practice what you learned in the following Module:


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