Streamlining Case Workflows

2 Tasks

30 mins

Pega Platform '24.2

Visible to: All users

Beginner

Pega Platform '24.2

Case Management

English

Scenario

Your Lead System Architect has requested that you work on configuring several automations for the Assistance Request Case Type. Automating the transfer of assignments is key to ensuring work gets to the individual that is best suited to complete the task, and establishing Service-Level Agreements (SLAs) ensures that works is completed in accordance with the agreed timeframes. Your have been assigned the following tasks:

• Ensure the Validate request Assignment is routed to the GoGoRoad's Manager team as they have the authority to approve assistance requests.
• Create a Work Queue for Customer Service Representatives (CSRs) to ensure that the Select service provider Assignment is routed to the the CSR team.
• Assign SLAs for the Validate request and Select service provider Assignments ensuring both are completed in compliance within the agreed timeframes.

As a new System Architect, your Lead System Architect has given you a collection of technical documentation links to help you get started.

The following table provides the credentials you need to complete the challenge in the Pega Platform™ instance provided:

Role	User name	Password
Application Developer	author@gogoroad	pega123!

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

• Log In

Detailed Tasks

1 Streamline a Case Workflow

Read the technical documentation provided to complete the assigned tasks. The technical documentation might have more information than you need.

Acceptance criteria

• The Validation Stage is associated with the Manager Persona.
• The Validate request Step is routed to the GoGoRoad:Managers Work Queue.
• There is a CSR Work Queue,  and the Select service provider Step is routed to the CSR Work Queue.

Directions

1. In the Pega instance for the challenge, log in as an Application Developer.
   1. In the Username field, enter author@gogoroad.
   2. In the Password field, enter pega123!.
2. Associate the Assignments Steps with Work Queues and Personas as detailed in the Acceptance criteria.

2 Configure an SLA

Read the technical documentation provided to complete the assigned tasks. The technical documentation might have more information than you need.

Acceptance criteria

• For the Validate request Step, the Goal & deadline tab is updated with a Custom SLA  that has the following details:

Step Name	Goal	Deadline
Validate request	Days: 0 HH:MM:SS: 00:15:00 Increase urgency by: 15 Action: Notify Assignee	Days: 0 HH:MM:SS: 00:30:00 Increase urgency by: 25 Action: Notify Assignee and Manager

• For the Select service provider Step, the Goal & deadline tab is updated with a Custom SLA with the following details:

Step Name	Goal	Deadline
Select service provider	Days: 0 HH:MM:SS: 00:10:00 Increase urgency by: 10 Action: Notify Assignee	Days: 0 HH:MM:SS: 00:15:00 Increase urgency by: 20 Action: Notify Assignee and Manager

Directions

1. Create the SLA for the Validate request Step as directed in the Acceptance criteria.
2. Create the SLA for the Select service provider Step as direct in the Acceptance criteria.

Confirm your work

1. On the Workflow tab of the Assistance Request Case Type, click Save and run.
2. Complete the various Views of an Assistance Request Case at runtime. 
3. Confirm that the Validate request Step is routed to the GoGoRoad:Managers and that an SLA is reflected.
   
4. Confirm that the Select service provider Step is routed to the CSR Work Queue and an SLA is reflected.
   

To see a suggested solution, initialize an instance in the Using Insights challenge.

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Available in the following mission:

• System Architect Socratic v2