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.

  • 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.