Designing the Data Model
1 Task
30 mins
Beginner
Data Integration
Data Management
Blueprint
English
Scenario
A well-designed Data Model is critical for building scalable and consistent customer service applications.
During workshops with U+ Hotels stakeholders, the team identified that the Complaint Resolution Case Type relies heavily on complaint classification during the Intake and Investigate Stages. Steps such as Collect Complaint Details and Gather Supporting Evidence repeatedly require categorizing complaints (for example, booking issues, service quality problems, and refund requests).
However, while categories are widely used across the workflow, the Blueprint does not define a reusable Data Object for complaint categories. As a result, categorization logic risks becoming inconsistent, duplicated, and difficult to govern.
To address this gap, the team decided to introduce a new reusable reference Data Object to standardize complaint classification across all complaint-related workflows.
Note: This challenge has been configured with Single sign-on (SSO) using your Pega Academy credentials. If you are not automatically signed-in to the challenge environment after initializing the instance, you may use the credentials provided.
The following table provides the credentials you may need to complete the challenge:
| Role | User name | Password |
|---|---|---|
| Solution Builder | [email protected] | pega123! |
After completing this challenge, you should be able to:
- Create reusable reference Data Objects.
- Configure fields and calculated values.
- Add Data Records to a Data Object.
Detailed Tasks
1 Design the Data Model
Use the technical documentation linked in the Doc Journey above to complete the assigned tasks. The technical documentation might have more information than you need to complete the tasks.
Acceptance criteria
- A new Data Object named Complaint Category created as a reusable reference Data Type and not one of the Data Types generated by the Blueprint.
- The Complaint Category Data Object includes the following fields, each with an appropriate Field Type:
Field name Field Type Description Additional information Category ID Text Unique identifier for the complaint category Category Name Picklist Name of the category Picklist values: Booking Issue, Service Quality, Refund Request, Billing Discrepancy, Policy Dispute, Other Description Text Description of the complaint type Category Full Description Text (Calculated, read-only) Name and description of the complaint Calculated read-only expression: .CategoryName + " - " + .DescriptionRegulatory Complaint Picklist Indicates whether complaints in this category require regulatory handling Picklist values: Yes, No Default Severity Picklist Suggested default severity for this category Picklist values: Low, Medium, High Active Boolean Indicates whether the category is available for use - At least five Complaint Category Data Records exist, each with a unique Category ID and representing a different complaint type, as detailed in the following table:
Category ID Category Name Description Regulatory Complaint Default Severity Active CAT001 Booking Issue Problems related to reservations or confirmations No Medium True CAT002 Service Quality Issues with hotel service or experience No Medium True CAT003 Refund Request Guest requesting refund or compensation Yes High True CAT004 Billing Discrepancy Incorrect or disputed charges Yes High True CAT005 Policy Dispute Guest disputes hotel or cancellation policy No Low True
Directions
- Create a new reusable reference Data Object named Complaint Category, ensuring that it is not Case-specific and not one of the Data Types generated by the Blueprint.
- Add the fields to the Complaint Category Data Object, configuring each one with the appropriate Field Type as detailed in the Acceptance criteria.
- Configure the Category Full Description field as a calculated read-only value by using the expression detailed in the Acceptance criteria.
- Add at least five Data Records to the Complaint Category Data Object as detailed in the Acceptance criteria.
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