How does a service level affect the urgency value of an assignment or case?

A service level is a critical element in case management within Pega, as it establishes the expected timeframe for completing tasks and assignments. When milestones are reached in a case's lifecycle, service levels can automatically adjust the urgency of assignments or cases to ensure that they are handled in a timely manner.

Choosing to add a specified urgency upon reaching milestones is essential because it helps prioritize work based on deadlines and objectives set forth in the service level agreement. For instance, if a case is approaching a critical deadline, increasing its urgency can prompt users to address the assignment promptly, ensuring compliance with the expected service levels. This dynamic prioritization can significantly enhance the overall workflow efficiency and facilitate timely resolution of cases.

The other options suggest diminishing urgency, maintaining it, or removing it entirely, which does not align with the purpose of service levels. By increasing urgency at specific milestones, service levels work to enhance case management rather than detract from it.