Learning about service-level agreements

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

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.

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. The following types of service-level agreements 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 service-level agreement.

Approval step

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

You can review the configuration of this subprocess by opening the Work-.pxApproval flow. Your application propagates the service-level agreement for an approval step to assignments in this flow.

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.