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Assignment shapes in flows


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Assignment shapes represent tasks that users complete in a flow. To ensure that your business process meets all your unique requirements, you can add an assignment shape for each place in the business process that requires human judgment and input.

For example, you can add assignments to the life cycle of a case to collect information from users with different roles or levels of expertise, such as a form that a recruiter completes after interviewing a job candidate and reviewing documents necessary in a recruitment process.

Assignment processing

How and when a user processes an assignment depends on the following factors that you can control:

  • The routing options that determine whether a user or a team processes the assignment.

  • The service-level agreement, which defines the recommended and required completion times for the assignment.

    You can add escalation actions to a service-level agreement that run when the assignment is past due.

  • The urgency of the assignment, which determines how assignments are ordered in a worklist or work queue.

  • Notifications, which call attention to newly created assignments.

  • Types of assignments

    Each assignment in a flow has a type based on the standard activity that creates the assignment. You select a standard activity when you define the routing options for an assignment in a flow diagram or the life cycle of a case.

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