The answer is A, since the assignment is ready after two hours with a case urgency of 10, the goal is reached one hour later (3 hours after the case reaches the assignment) with a case urgency increased to 25, and the deadline is also met two hours after the assignment is ready (4 hours after the case reaches the assignment) with the case urgency increased to 40. There will not be case urgency increases in the upcoming 30 minutes.

C is the correct answer as there was a timed delay of 2 hours before the assignment is ready. Having an initial urgency of 15 plus reaching the goal in 1 hour with an increase in urgency by 10, that's already 3 hours. The case wouldn't reach the deadline of 2 hours as that would already go beyond 4.5 hours. So that's 15 + 10 = 25 You can also try answering the quiz related to this module topic. Here's the link: https://academy.pega.com/module/extending-service-level-agreement-configurations/v4/quiz?

Initial urgency: 15 Assignment ready: Timed delay of 2 hours After 2 hours: Initial urgency remains 15. Goal: 1 hour and increase urgency by 10 After 3 hours: Initial urgency + 10 = 15 + 10 = 25 Deadline: 2 hours and increase urgency by 15 After 5 hours: Initial urgency + 15 = 15 + 15 = 30 Passed deadline: 1 hour, increase urgency by 10, and limit events to 10 After 6 hours: Initial urgency + 10 = 15 + 10 = 25 Since the limit of events is 10, there won't be further increases in urgency after this point. Now, you want to calculate the urgency 4.5 hours after the case reaches the assignment: After 6 hours: Urgency is 25 After 4.5 more hours: There are no further increases in urgency, so the urgency remains at 25. Therefore, 4.5 hours after the case reaches the assignment, the assignment urgency is 25.

People seem to be confusing "Assignment ready" and "Case reaches the assignment" these are two separate states, when the case is created and Assigned to a work queue, it has reached the assignment, and the assignment is ready according to hwo we have defined it in our SLA rule, in this case 2 hours after the case has reached the assignment. Another thing people are confusing is the Goal/Deadline stages, to clarify, deadline is inclusive of the goal time, so an assignment with a goal of 1 hour and a deadline of 2 hours will reach its deadline 2 hours after the assignment is ready, not 3.

Answer should be 'A'

Similar to question in "Extending service-level agreement configurations" Module quiz https://academy.pega.com/module/extending-service-level-agreement-configurations/v4/quiz/in/37186

Answer would be B isn't it? Explanation : Assuming no other urgency adjustments, what is the assignment urgency 4.5 hours after the case reaches the assignment? 10am + 4.5 = 2:30pm • Initial urgency: 15 Say 8am • Assignment ready: Timed delay of 2 hours 10am 15 • Goal: 1 hour and increase urgency by 10 11am 25 • Deadline: 2 hours and increase urgency by 15 12am 40 • Passed deadline: 1 hour, increase urgency by 10, and limit events to 10 1pm 50 , 2pm 60