Service Level Agreements (SLA) are one of the most valuable features of the Pega CRM. Anyone can successfully set milestones and goals inside the case management process (SLA) using Service Level Type Rules. This blog will teach you everything you need to know about SLA in Pega.
SLA is used in Pega to assure that tasks are accomplished on schedule. It is a method of expressing a client's needs and organizing contracts. It describes the time intervals utilized to standardize how you solve tasks in your application, such as a goal and deadlines. Cases, Stages, Phases, Flow, and Assignments can all be covered by a service-level agreement. This blog will teach us more about SLA in Pega, including SLA levels, types of SLA, configuring SLAs, etc. Let's get started!
Pega is a Java-based management system for business operations. It is based on Java and OOPs. Because of its adaptability, flexibility, and extension, it has grown in popularity. Non-technical persons can quickly learn to construct complicated apps with Pega because it is a no-code technology. It includes a development studio that enables business owners, sales executives, and marketing teams to collaborate directly with developers to develop new applications, automate and optimize business processes, and learn about the company as it tries to better customer experience. Pega's story starts with a company's requirement and a customer's experience, and it continues to evolve through time.
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SLA is an acronym for Service Level Agreement. Being part of the implementation period, Service Level Agreements allow us to set targets and timelines.
The primary goal of SLA is to assist the working group in completing all tasks promptly. Pega Rules Process Commander would keep records of every SLA rule's performance of a specific event action defined for that rule. Expanding the urgency number also changes the urgency connected with that assignment. This could refer to the task on the individual's to-do checklist because that requires attention. So that we can arrange the worklist depending on the task's urgency. The default urgency for each task is 10.
A Service Level Agreement (SLA) provides time frames as a goal and timeline for standardizing how your application solves work. It sets a deadline for the project's completion. When we give Pega a goal and a deadline, it creates an SLA. Service levels can be configured for processes, steps, stages, and entire classes. Start, Goal, Deadline, and Passed Deadline are Pega's four levels of SLA.
There are four types of Service Level Agreement SLAs in Pega, and they are described below:
The term "assignment SLA" refers to a task-related SLA. This SLA starts with the assignment's creation and concludes with its fulfillment. The assignment urgency is controlled by the property pxUrgencyAssignSLA on the newly Assigned Page.
SLA at the case level is called case level SLA. This SLA is in force during the case's duration. It starts with the opening of a case and ends with its closing. Using the standard attribute pySLAName, this SLA is identified on the work page. It's configured in pyWorkPage's pxUrgencyWorkSLA property. The pxUrgencyWorkSLA property of the pyWorkPage class is being used to manage the timeliness of case-level SLAs.
The stage level of SLA is known as SLA. A case's life starts and ends once it reaches a stage. The pxUrgencyWorkStageSLA property in pyWorkPage is often used to control the urgency of Stages.
It's called a Step level or Flow level SLA when an SLA is referenced as a step or low level. A step-level SLA begins when one task or action is initiated and ends when it is finished. When a flow is begun, a flow level SLA is started, and when a flow is stopped, it is stopped. If a step SLA is present, it takes precedence over a flow SLA. Step SLA can be mentioned in every stage underneath the level in the case type rule. The process tab of the flow rule refers to a flow SLA. The pxUrgency WorkStep SLA property under pyWorkpage controls the flow or step level urgency.
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Rule-obj-service-level is an example of the class SLA. The OOTB operator ServiceLevelEvents of the ruleset Pega-ProCom processes this SLA event, which is published to the queue class System-Queue-service level. SLA rules are located in the Process category of Record Explorer.
Start of Service-Level
When this option is selected, the SLA item will be written into a queue class after a time delay. Minutes, hours, and days parameters specify the time delay.
Service Level Definitions
This step is used to define different intervals in an SLA. They are aim, deadline, and deadline that has passed. There are two ways to define an interval. They are
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To add a service level throughout the case life cycle:
We've covered everything about Pega's SLA in this blog post. We hope that you have understood SLAs, SLA levels in Pega, configuring SLAs, and so on from this blog.
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Madhuri is a Senior Content Creator at MindMajix. She has written about a range of different topics on various technologies, which include, Splunk, Tensorflow, Selenium, and CEH. She spends most of her time researching on technology, and startups. Connect with her via LinkedIn and Twitter .
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