A process includes standard and gold program levels. When the deadline has passed for gold level cases, the system transfers the case to the manager.
Which two configurations would you make to the SLA to support this requirement? (Choose two.)
A process includes standard and gold program levels. When the deadline has passed for gold level cases, the system transfers the case to the manager.
Which two configurations would you make to the SLA to support this requirement? (Choose two.)
To ensure that the system transfers the case to the manager when the deadline has passed for gold level cases, you should add an advance flow action to handle the process adjustment, and a transfer action to move the case accordingly. Increasing urgency or using a condition test does not directly handle the transfer process required by the SLA at the deadline.
BD. See https://community.pega.com/knowledgebase/articles/using-service-levels-slas-pega-7