I have a use case, Please refer to the attachment below(all the highlighted in yellow ones).
I want to understand how can we route a case to different departments and how to configure the SLA for this use case.
@TanyaS58 our documentation and Academy training should provide some of these example scenarios for you.
To route a case to different departments, you can use the routing options in Pega. You can route an assignment to a specific user or to a work queue. For example, you can route an assignment to the manager who approves expense reports and it appears in her worklist. You can also route to a work queue if anyone in the group can complete the assignment. For example, you can route an assignment to the payroll department work queue because anyone in the group can create and send payment to the employee. You can also use business logic routing when you want to route work based on certain conditions.
For configuring the SLA, you can apply SLAs to different elements of Case processing such as Case, Stage, Process in a Stage, Assignment, and Approval Step. SLA processing starts when a user or an Automation creates or routes an Assignment to a Work Queue or Worklist so that the Assignment is ready for processing, and ends when the Assignment is completed or stops due to an error condition. The time at which a user opens the form for an Assignment has no effect on the SLA. You can define a goal for a work item, which is the suggested time required to resolve work. When you define a deadline, you define the ultimate time in which to resolve work. You can also define escalation Actions that your application performs when the goal and deadline expire.
This is a GenAI-powered tool. All generated answers require validation against the provided references.
You can configure the SLA to kick off " dynamically based on property" and use Property for Goal/Deadline to trigger it based on your business requirements.
For routing, you can use split join if you need to route the assignments in parallel and configure the SLA on each assignment based on your requirements.
