Completing work on time
Enforce the service-level agreements (SLAs) that you make with customers and stakeholders by creating goals and deadlines for case workers. By implementing SLAs, you make a commitment to your customers and agree on a timeline for delivery of your projects.
A service-level agreement 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 service-level agreements, you can standardize the way that case workers resolve cases in your application.
When you define a goal for an assignment, you define the suggested time required to resolve the assignment. When you define a deadline, you define the ultimate time in which to resolve the assignment. You can also define escalation actions that your application performs when the goal and deadline expire. For example, if a case worker does not resolve their task by a week, that case worker receives a notification reminding them to do so. If the case worker does not resolve the task for another week, the manager of that case worker receives a notification.