An assignment is a task that a user completes in a flow. You can add assignments to the life cycle of a case to collect information from users with different roles or levels of expertise.
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.
An activity that finds a user with a specific skill set in a work group is one example of a routing option that you can configure for an 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.
The number of local actions that users can choose to take before they complete the assignment.
Dependencies that delay the assignment for a specific amount of time or until an event occurs.
Whether the assignment is an entry point in the navigation path of the flow, which users can choose to revisit.
Whether the assignment is associated with a ticket, which can be raised at any time by any flow in the same case.