SLA in Pega

What is Pega?

Pega is a tool for managing business processes developed in Java. It uses Java and OOPs concepts. It has become more popular because of its agile way, flexibility, and extensibility. As Pega is a no-code tool, it is very easy for non-technical people to learn how to build complex applications using Pega. It has a dev studio in it that allows the owners of the business, sales leaders, and marketing teams to work directly with the developers to create new applications, automate and improve business processes and learn the business as it works to improve the customer experience. All about Pega begins with the company's need and customer experience, and it comes with decades of evolution to continuously improve.

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What is SLA in Pega?

SLA stands for Service Level Agreement. SLA is one of the valuable features of the Pega CRM platform. Service Level Agreements enable us to set up goals and deadlines as part of the case management process. The main purpose of SLA is to help the task force to handle everything on time. Pega Rules Process Commander will monitor each SLA rule on taking care of performing a particular event action that was configured on that specific rule. It also adjusts the urgency associated with that task by increasing the urgency number. This may highlight the task in the employee's worklist as it requires attention. So, based on the urgency of the task, we can sort the worklist. For every assignment, the default urgency is 10. 

A Service Level Agreement defines time intervals as a goal and a timeline, which are used to standardize the way you solve work in your application. It creates a deadline to complete the work. When we create a goal and deadline, Pega creates an SLA. We can configure service levels for process, steps, stages, and entire classes. In Pega, there are four levels for SLA: start, Goal, Deadline, and Passed deadline.

• Start: This is the step at which the service level timing begins. It begins at zeroth hour.
• Goal: It states how long the assignments should take. This step is measured from when the assignment or the case begins.
• Dead Line: It defines the amount of time the case or step may take before it is late. It is measured from the time when the assignment or case begins.
• Passed Deadline: Passed Deadline defines when to take further action as the assignment or the case has passed the deadline. It measures the time that passed since the deadline for a still open assignment.

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Importance of SLA

• SLA makes sure that your service provider is on the same page in terms of standards and services. It is important to set clear and measurable guidelines as they reduce the likelihood of client disappointment and provide recourse if the obligations are not met.
• SLAs provide recourse for the unmet service obligation. If the obligations are not met by your service provider, then there will be significant consequences for the reputation of your company. So, we must include consequences in the SLA if performance standards are not met. 
• SLA provides peace of mind to your clients. They have a contract to which they can refer, which enables them to hold their service provider responsible and which specifies exactly the type of service they expect. If the agreed requirements are not met, they can mitigate some of the impacts through financial compensation from their provider. 

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What are the types of SLAs?

There are four types of SLAs. They are:

Assignment SLA:

An SLA referred to an assignment is known as assignment SLA. This SLA is started when the assignment is created and ended when the assignment is completed. Under the newly Assigned Page, the assignment urgency is set in the property pxUrgencyAssignSLA.

Case level SLA:

An SLA, when referred to the case level, is known as Case level SLA. Throughout the lifecycle of a case, this SLA is applicable. It is started when a case is started and ends when the case is ended. This SLA is identified under the workpage in the standard property pySLAName. It is set in a pxUrgencyWorkSLA property under pyWorkPage. Case level SLA urgency is set in a pxUrgencyWorkSLA property under pyWorkPage.

Stage level SLA:

When an SLA is referred to at stage level, it is called Stage level SLA. It is started when a case enters a stage and stops when the case leaves the stage. Urgency in Stage level is set in a pxUrgencyWorkStageSLA property under pyWorkPage.

Step level/Flow level SLA:

When an SLA is referred to as a step or flow level, it is called a Step level or Flow level SLA. A step level SLA starts when a process or step is started and stops when the process or step is ended. A Flow level SLA is started when a flow is started and stops when a flow is ended. A step SLA overrides a flow SLA if present. In the case type rule, step SLA can be referred to in every step under the stage. A flow SLA is referred under the process tab of the flow rule. The flow or step level urgency is set in the pxUrgencyWorkStepSLA property under pyWorkpage.

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How to configure SLA?

An SLA is an instance of class Rule-obj-service level. This SLA event is written to the queue class System-Queue-service level and is processed by an OOTB agent ServiceLevelEvents of the ruleset Pega-ProCom. In Record Explorer, SLA rules can be found under the Process category.

• Start of Service-Level: This step involves setting up initial urgency and conditions to trigger the SLA rule. 
  Based on three different conditions, an SLA can be marked as ready. Only when a specific condition is met, the SLA entry will be written to the queue class.
• Immediately: When this option is selected, SLA will be written to the queue class when the assignment with SLA gets created.
  Dynamically defined on a property: when this option is selected, it accepts a date-time property as the input, and when the specified time is reached, it writes an entry into the queue class.
• Timed delay: When this option is selected, with a time delay, the SLA entry will be written into a queue class. The time delay is specified in minutes, hours, and days fields.
• Service Level Definitions: This step is used to define different intervals in an SLA. They are goal, deadline, passed deadline. An interval can be defined in two ways. They are

                  1. Interval from when the assignment is ready

                  2. Set to the value of the property.

How do we add a service level to an assignment?

• Open case type from designer studio
• Select any case type that is available
• Select the step for which SLA to be set
• On the right side, select the goal and deadline tab to configure the service level
• Enter the goal and deadline 
• We can also enable the notify option that notifies when the goal or deadline is reached.

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How do we add a service level to a case?

• On the explorer panel, click on the case types to open the case explorer
• Go to the settings tab on the case life cycle
• Select goal and deadline under the settings tab.
• Select consider goal and deadline.

To add a service level throughout the case life cycle:

• Open case types
• Select any case type that is available
• Select the step for which SLA to be set
• Click open SLA on the right side
• Configure the goals and deadline.

Conclusion

In this blog post, we have covered all the important information about SLA in Pega. I hope you found this blog helpful and gave you knowledge on SLA's, levels of SLA in Pega, configuring SLAs, etc. If you feel anything to be added or uncovered in this blog, feel free to drop a comment in the comment box. 

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