Goals and deadlines

Goals and deadlines help you standardize case processing.

For example, all Insurance Claim cases must be resolved within three business days to meet your customer satisfaction requirements. You can set a goal of two days to notify case workers that a claim must be closed soon. You can also set a deadline of three days to update the urgency of a case when it is overdue.

Goals and deadlines are implemented in your application as service-level agreements. To see how these are used in your application, open the Configure > Case Management > Processes > SLAs landing page.