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Setting goals and deadlines for case resolution

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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.

For example, if a CSR of an insurance claim request does not resolve the request within a week, the urgency of this case rises and the manager of the CSR receives a notification.

  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. On the Settings tab, click Goal & deadline.

  3. In the Use Service-level agreement (SLA) list, define the SLA criteria:

    • To define custom criteria, select Custom SLA, and then go to step 4.
    • To reuse criteria from an existing service-level agreement, select Existing SLA. In the auto-complete field, enter the service-level agreement name, and then go to step 9.
    • To leave a case without an SLA, select Never, and then go to step 9.
  4. In the Calculate time from the start of section, select a method for calculating your goal and deadline times:

    • To start the calculation when a user creates an instance of your case type, select This case.
    • To start the calculation when the parent of your case type starts, select Parent case.
    • To start the calculation when the top-level parent of your case type starts, select Top level case.
  5. In the Goal section, in the Days and HH:MM:SS fields, enter the suggested resolution time for a case.

    To indicate that the goal is a day, 6 hours, and 30 minutes, in the Days field, enter 1, and then, in the HH:MM:SS field, enter 06:30:00.
  6. In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the goal elapses.

  7. In the Deadline section, in the Days and HH:MM:SS fields, enter the required resolution time for a case.

  8. In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the deadline elapses.

  9. Click Save.

At run time, your application detects when the goal and deadline are not met, and adjusts the urgency of the assignment. To see how much time you have left to complete a case, refer to the header of the form.
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