Escalating late work
1 タスク
10 分
初級
Case Management
英語
シナリオ
InsCorp is launching a roadside assistance service as a coverage option for automobile insurance policies. Customers initiate Assistance Request cases. After the service is completed, a customer service representative should review a summary of the service provided within 15 minutes and must complete the review within 30 minutes; otherwise, the assignment is considered late. To encourage assignment completion, configure the passed deadline interval to increase the urgency of the assignment by ten every 15 minutes after the Deadline interval elapses until the urgency reaches a maximum of 100.
ヒント： For this exercise, you can adjust the goal, deadline, and passed deadline intervals to shorter durations.
The following table provides the credentials you need to complete the challenge.
| Role | User name | Password |
|---|---|---|
| Application Developer | author@gogoroad | pega123! |
補足： Your practice environment may support the completion of multiple challenges. As a result, the configuration shown in the challenge walkthrough may not match your environment exactly.
チャレンジ ウォークスルー
詳細なタスク
1 Add a passed deadline interval to the service level
- In the Pega instance for the challenge, enter the following credentials:
- In the User name field, enter author@gogoroad.
- In the Password field, enter pega123!.
- In the navigation pane of App Studio, click Case types > Assistance Request to open the Assistance Request case type.
- Click the Review service summary step.
- In the properties pane, click the Goal & deadline tab.
- Click Open SLA in Dev Studio to open the service-level agreement (SLA) in Dev Studio.
ヒント： Alternatively, in Dev Studio, in the App Explorer, expand AssistanceRequest > Process > Service Level Agreement, and then select Assignment_56 to open the SLA rule. When you create a rule in App Studio, Pega Platform creates a new rule in Dev Studio with a number appended to the rule name.
- On the service level agreement, scroll down to locate the Passed deadline area of the record.
- In the Limit passed deadline events to field, enter 6 to repeat the interval until the urgency reaches 100.
- In the Mins field, enter 15 to set the passed deadline interval to 15 minutes.
- In the Amount to increase urgency field, enter 10 to increase the urgency of the assignment by 10 each time the interval elapses.
- Click Select Action. The Perform Action drop-down is displayed.
- From the Perform Action drop-down, select Notify Manager to send a notification to the manager of the assigned case worker each time the passed deadline interval lapses.
- Click Save to save the SLA.
補足： After you add a passed deadline interval to an SLA, you can no longer configure the goal and deadline from the case type. Instead, Pega Platform™ prompts you to open the SLA rule to view and configure the SLA.
トレーニングを実施中に問題が発生した場合は、Pega Academy Support FAQsをご確認ください。