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Completing work on time

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Enforce the service-level agreements (SLAs) that you make with customers and stakeholders by creating goals and deadlines for case workers. By implementing SLAs, you make a commitment to your customers and agree on a timeline for delivery of your projects.

A service-level agreement defines a goal and deadline, which are intervals of time that you can apply to a case or elements in the life cycle of a case. By using service-level agreements, you can standardize the way that case workers resolve cases in your application.

When you define a goal for an assignment, you define the suggested time required to resolve the assignment. When you define a deadline, you define the ultimate time in which to resolve the assignment. You can also define escalation actions that your application performs when the goal and deadline expire. For example, if a case worker does not resolve their task by a week, that case worker receives a notification reminding them to do so. If the case worker does not resolve the task for another week, the manager of that case worker receives a notification.

  • Learning about service-level agreements

    Standardize the way that case workers resolve cases in your application by enforcing service-level agreements. By implementing service-level agreements, you define a timeline of delivering the product and make a commitment to your customers.

  • Urgency

    Urgency is a numeric value, ranging from 0 to 100, that is displayed in worklists and cases. You can use urgency to bring visibility to unresolved assignments and cases in your application.

  • Setting goals and deadlines for case resolution

    Encourage customer service representatives (CSRs) to resolve cases on time and enforce your service level agreements (SLAs) by setting goals and deadlines for a case type. SLA measurement starts when the case starts and ends when the case finishes.

  • Setting goals and deadlines for stages, processes, and steps

    Ensure that customer service representatives (CSRs) complete assignments on time by assigning service-level agreements (SLAa) to stages, processes, and steps. By implementing SLAs, you enforce timely case resolution and ensure that CSRs follow the timeline that you agree on with your customers.

  • Setting goals and deadlines on the Service-level agreement form

    Ensure that your cases are resolved on time by defining goals, deadlines, and passed deadline actions. Complement the time intervals with increasing urgency and escalation actions.

  • Creating a service-level agreement rule

    Enforce service-level agreements and maintain timely resolution of cases by defining goal, deadline, and passed deadline time intervals. By creating a Service-level Agreement (SLA) rule, you can quickly reuse the SLA settings for multiple assignments.

  • Defining an escalation action for a case

    Ensure that your business process reaches a resolution on time, by defining an escalation action for a case. By enforcing service-level agreements and implementing escalation actions, you enforce timely resolution of cases and meet deadlines that you agree on with your customers.

  • Defining an escalation action for a stage and a process

    Ensure that your business case moves forward in a timely manner by defining an escalation action for a stage and a process in your case life cycle. By notifying interested parties about an elapsed goal or deadline, you can keep the time frames that you agree on for your business cases.

  • Defining an escalation action for an incomplete assignment

    Reduce the risk of unfinished work in a case by defining an escalation action, such as a notification to the manager. The manager receives the notification when an assignment exceeds its goal or deadline.

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