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Extending Service-Level Agreement configurations

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 Urgency values for Case Types, Case instances, and Assignments to prioritize work for your requirements.

After completing this module, you should be able to:

Identify the benefit of delaying Service-Level Agreement processing.
Configure a Service-Level Agreement Rule to delay service-level processing.
Identify the properties that influence Assignment 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 v5

Available in the following mission:

Case Management Intermediate v5

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