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Extending service-level agreement configurations

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In Dev Studio, you can configure more complex service-level agreements to meet business needs that require delayed processing of an assignment. Additionally, you can modify default urgency settings to prioritize one case type over another case type and allow users to override the calculated urgency for specific cases as needed.

After completing this module, you should be able to:

Identify the benefit of delaying service-level agreement processing
Configure a service-level agreement record to delay service-level processing
Identify the components of case urgency
Configure the default urgency for a case type
Override the default urgency for a case

Practice what you learned in the following Challenge:

Overriding case urgency

Available in the following mission:

Case Management Intermediate

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