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.

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.

    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.