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Learning about service-level agreements (SLAs)

Updated on April 5, 2022

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

A service-level agreement (SLA) 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 SLAs, you can standardize the way that case workers resolve cases in your application.

An SLA 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. The following types of SLAs are supported:

Case
Starts when a user starts or reopens a case, and stops when they resolve the case.
Stage
Starts when a case enters the stage, and ends when the case leaves the stage.
Process in a stage

Starts when a process starts, and ends when the last step in the process finishes.

You can create processes, which are flows, by defining a life cycle for a case. You can also create a process as an optional action.

Assignment

Starts when the user or an automation creates or routes assignment to a work queue or worklist, and ends when the assignment finishes or stops due to an error condition.

The time at which a user opens the form for an assignment has no effect on the SLA.

Approval step

Starts when the subprocess for the Approval shape starts, and ends when the subprocess reaches an End shape.

At run time, an agent detects unmet goals and deadlines in your application. You can define escalation actions, such as notifying a work party, for this agent to run to help users resolve cases faster.

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