Building a Case Life Cycle
1 Task
30 mins
Scenario
The Project Manager at GoGoRoad wants to streamline the process for their roadside assistance service. They have asked to see a demo application that walks the Customer Service Representatives (CSRs) through the roadside assistance process from beginning to end.
In Pega Platform applications, each workflow is modeled as a Case Type. In this instance, the Assistance Request Case Type should include the Stages, Processes, and Steps that model GoGoRoad's roadside assistance workflow. In the first Stage of the workflow, the CSR creates a request, collecting the relevant details about the type of service requested, the customer, their location, and the vehicle information. The CSR also collects payment information during Case creation. In the second Stage of the workflow, a Manager validates the customer request, ensuring that the customer is enrolled with GoGoRoad. In the third Stage of the workflow, the CSR assigns a service provider. In the final Stage, the service is reviewed by the CSR and the customer is emailed an invoice.
As a new System Architect, you are assigned the task of configuring the Assistance Request Case Type to reflect the Steps and Stages as outlined. Your Lead System Architect has provided you with links to a collection of Pega Platform technical documentation links to help you with your task.
The following table provides the credentials you need to complete the challenge:
| Role | User name | Password |
|---|---|---|
| Application Developer | author@gogoroad | pega123! |
Detailed Tasks
1 Build a Case Life Cycle
Use the technical documentation linked in the Journey map above to complete the assigned task. The technical documentation might have more information than you need to complete the task.
Acceptance criteria
- There is an Assistance Request Case Type.
- The Assistance Request Case Type consists of four Stages: Create, Validation, Service, and Resolution.
- The Stages consist of the following Processes and Steps:
Stage Process Step Step Type Create Create request Identify issue Collect information in Multi-step Form Identify customer Collect information in Multi-step Form Identify location Collect information in Multi-step Form Identify vehicle Collect information in Multi-step Form Enter payment information Enter payment information Collect information Validation Validate request Validate request information Approve/Reject Service Assign service provider Select service provider Collect information Resolution Invoice customer Review service summary Collect information Send receipt to customer Send email automation Approval Rejection Reject request Identify reason for rejection Collect information Send rejection email Send email automation - Each Stage is configured with the following Persona:
Stage Persona Create CSR Validation Manager Service CSR Resolution CSR Approval Rejection CSR
Directions
- Log in as an Application Developer.
- In the Username field, enter author@gogoroad.
- In the Password field, enter pega123!.
- In App Studio, use the standard template to create the Assistance Request Case Type.
- Add Stages, Processes, and Steps to the Assistance Request Case Type based on the specifications detailed in the Acceptance criteria.
- Add the appropriate Persona to the Assistance Request Case Type based on the specifications detailed in the Acceptance criteria.
Confirm your work
- Review the Case Life Cycle of the Assistance Request Case Type. Your finished product should look similar to the following image:
- On the Workflow tab of the Assistance Request Case Type, click Save and Run.
- Click through the Stages and Steps of an Assistance Request Case at runtime. Test an approved Case and a rejected Case.
Note: While your Views are not yet configured, the Case runs and shows the expected Steps.
To see a suggested solution, initialize an instance in the Using Insights challenge.
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