Hi,

in our BPM application we have set up multiple cases. These cases are all handled by the same group of caseworkers. At the start point we only used the urgency on assignment level to drive the urgency of the total caseworker assignments in the workbasket.

Now we want to take it up to a higher level, so we can ensure that different processes will follow different SLA settings, resulting in different urgency's per assignment. We have a good idea on the capabilities of Pega.

I am looking for a pattern / best practice / experience from a business architect perspective to design our approach. Does anyone have experience / documents to share that will help us to oversee the complexity of multiple cases and choices to make on setting SLA's on caselevels, stagelevel, processlevel, assignment etc.

Questions that we try to answer are:

- how to deal with the time we need to wait on customer input, that should not be counted for in the case SLA? Wait time on customer input should keep the case waiting without driving the urgency.

- When to choose for separate workbaskets to have a better control on next assignment instead of picking all from one general workbasket.

Looking forward to some sharing!