Configuring Service Level Node
Use this node to automatically set service levels for activities. Service levels allow users to set up response time expectations for various emails, tasks, and custom activities being processed by the workflow. Create the service levels from the Service Levels node in the Administration Console. Then, configure the conditions when a service level should be set for an activity or case. A set of rules can be configured, and for each rule, a different service level can also be configured.
To configure a service level node:
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On the Properties page, on the Diagram tab, add the Service Level node in the Workflow Editor.
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In the Service Level Rule Configuration window, provide the following details.
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In the Name field, provide a name for the node.
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In the Rule Name field, provide a name for the rule and press the Enter Key. Select the rule name to configure the rule properties.
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Select one of the following options:
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This rule is always true
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This rule is true under the following conditions
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If you have selected the This rule is true under the following conditions option, configure the conditions when the rule is true.
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Next, select the service levels to be set for activities and cases, if the conditions configured in the rule are met.
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Likewise, you can create multiple rules.
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If you have created more than one rule, use the Move Up and Move Down button to change the order of rules.
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Lastly, you can also set service levels if no rules are found to be true. Set the following:
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Select the If no TRUE rule is found, then set activity service level option, and select a service level from the dropdown list.
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Select the If no TRUE rule is found, then set case service level option, and select a service level from the dropdown list.
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Click the Done button to close the window.
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