Skip to main content
Verify the version tags to ensure you are consuming the intended content or, complete the latest version.

Additional tasks for setting goals and deadlines

The following related tasks are not covered in the challenge that accompanies this module. Please review this content, which identifies different use cases and describes procedures for completing these additional tasks. These tasks are in scope for certification. Your exam may include questions on these tasks.

Setting goals and deadlines for case resolution

Encourage customer service representatives (CSRs) to resolve cases on time and enforce your service-level agreements (SLAs) by setting goals and deadlines for a case type. As a result, you save time and resources because you avoid missing deadlines. SLA measurement starts when the case starts and ends when the case finishes.

For example, if a CSR of an insurance claim request does not resolve the request within a week, the urgency of this case rises and the manager of the CSR receives a notification.

  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. On the Settings tab, click Goal & deadline.
  3. In the Use Service-level agreement (SLA) list, define the SLA criteria:
    • To define custom criteria, select Custom SLA, and then go to step 4.
    • To reuse criteria from an existing SLA, select Existing SLA. In the auto-complete field, enter the SLA name, and then go to step 9.
    • To leave a case without an SLA, select Never, and then go to step 9.
  4. In the Calculate time from the start of section, select a method for calculating your goal and deadline times:
    • To start the calculation when a user creates an instance of your case type, select This case.
    • To start the calculation when the parent of your case type starts, select Parent case.
    • To start the calculation when the top-level parent of your case type starts, select Top level case.
  5. In the Goal section, in the Days and HH:MM:SS fields, enter the suggested resolution time for a case. For example: To indicate that the goal is a day, 6 hours, and 30 minutes, in the Days field, enter 1, and then, in the HH:MM:SS field, enter 06:30:00.
  6. In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the goal elapses.
  7. In the Deadline section, in the Days and HH:MM:SS fields, enter the required resolution time for a case.
  8. In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the deadline elapses.
  9. Click Save.
Result: At run time, your application detects when the goal and deadline are not met, and adjusts the urgency of the assignment. To see how much time you have left to complete a case, refer to the header of the form.

Defining an escalation action for an incomplete assignment

Reduce the risk of unfinished work in a case by defining an escalation action, such as a notification to the manager. The manager receives the notification when an assignment exceeds its goal or deadline.

For example, in a case of reviewing a complaint for purchased goods, an application can notify a manager that a case worker misses a goal for confirming customer details required to pay the reimbursement.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. In the upper-right corner of the Workflow tab, click Life cycle.
  3. In the Case life cycle section, click an assignment with a custom goal and deadline.
  4. In the step property panel, click Goal & deadline.
  5. In the Goal section, indicate what action to take when an assignment exceeds its goal:
    • To send an email notification, in the Action list, click Notify, and then select the users to whom you want to send the notification, for example, Manager.
    • To reassign the assignment, in the Action list, click Reassign to, and then specify the user or work queue to whom you want to reassign the assignment.
    • To resolve the case, in the Action list, click Resolve, and then select the status for the resolved case, for example, Resolved-Withdrawn.
  6. In the Deadline section, define an escalation action by repeating step 5.
  7. Click Save.

Defining an escalation action for a stage and a process

Ensure that your business case moves forward in a timely manner by defining an escalation action for a stage and a process in your case life cycle. By notifying interested parties about an elapsed goal or deadline, you can keep the time frames that you agree on for your business use cases.

For example, if an HR worker fails to meet the goal for running a background check on a job candidate, a reporting manager receives a notification. If the worker misses the deadline, the manager receives an email message with relevant details.

Before you begin: Define notification channels. For more information, see Notification channels.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. In the Case life cycle section, click the element of a case life cycle for which you want to define an escalation action:
    • To send a notification after a goal or deadline for a stage that elapses, click the stage.Note: You cannot set an escalation action for the Create stage because the Create stage collects data before case processing starts. For more information, see The Create stage.
    • To send a notification after a goal or deadline for a process that elapses, click the process.
  3. In the properties panel, click the Goal & deadline tab.
  4. From the Use Service-level agreement (SLA) list, select Custom SLA.
  5. In the Goal section, in the Notify subsection, select recipients of the notification:
    • To notify a creator of the case, select Creator.
    • To notify the participants of the case, select Participants.
  6. If you select to notify participants, click Manage participants, select the case participants that you want to notify, and then click Done.
  7. In the Message subsection, select a message type:
    • To send a standard notification, select Use default message.
    • To compose an email message, select Compose a message, provide a subject, click Compose, enter your message, and then click Done.
  8. In the Deadline section, create a notification by repeating steps 5 trough 7.
  9. Click Save.
What to do next: Notify users that work on mobile devices about elapsed goals and deadlines by enabling push notifications. For more information, see Sending push notifications about case events.

Defining an escalation action for a case

Ensure that your business process reaches a resolution on time, by defining an escalation action for a case. By enforcing service-level agreements (SLAs) and implementing escalation actions, you enforce timely resolution of cases and meet deadlines that you agree on with your customers.

For example, if a customer service representative (CSR) fails to resolve a case within first goal and then deadline, a reporting manager receives email messages with case details.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. In the case working area, click the Settings tab, and then click Goal & deadline.
  3. In the Goal section, in the Notify subsection, select recipients of the notification:
    • To notify a creator of the case, select Creator.
    • To notify the participants of the case, select Participants.
  4. If you select to notify participants, click Manage participants, select the case participants that you want to notify, and then click Done.
  5. In the Message subsection, select a message type:
    • To send a standard notification, select Use default message.
    • To compose an email message, select Compose a message, provide a subject, click Compose, enter your message, and then click Done.
  6. In the Deadline section, create a notification by repeating steps 3 through 5.
  7. Click Save.

If you are having problems with your training, please review the Pega Academy Support FAQs.

Did you find this content helpful?

27% found this content useful

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice