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 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.

Intermediate

Case Management

Inglês

Depois de concluir este módulo, você deverá ser capaz de:

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

Pratique o que aprendeu no seguinte Desafio:

Overriding Case Urgency v3

Tópicos

Delayed Service-Level Agreement processing

10 min

Assignment Urgency

15 min

Quiz do módulo

5 min