SLA priority
Suppose we have different SLAs for different categories based on priority. For example, Category A with High priority has a different SLA than Category A with Low priority. How can we manage this in Creatio?
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If you are talking about in terms of workflow you can design your business process to use conditional logic so that Category A High has a different flow then Category A Low. You should have two lookup fields Category and Priority that are selected which then determines the direction of the workflow.
You can also use the ootb lookups: one is called „Case deadline calculation rules” and there you can choose that you want to calculate SLA based on priority. Then in lookup „Case priority” you can assign different SLAs to different priorities.