Streamlining Case Workflows
1 Task
30 mins
Beginner
Case Management
English
Scenario
Your Lead System Architect has asked you to configure workflow automations for the Complaint Resolution Case Type at U+ Hotels.
Efficient complaint handling depends on routing work to the right team at the right time, applying Service-Level Agreements, and ensuring that resolution decisions are reviewed by management. The Case Life Cycle includes the Intake, Investigate, Propose Resolution, Fulfillment, Wrap Up and Close Stages.
As a Solution Builder, you configure assignment routing.
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:
- Route assignments to the appropriate Work Queues.
Detailed Tasks
1 Streamline a Case Workflow
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
- In Complaint Resolution Case Type, The following assignments Gather Supporting Evidence, Interview Stakeholders, Document Findings, Propose Solutions, Define Actions, Coordinate with Partners, and Address Remaining Concerns are routed to the TMCS:ServiceAgent Work Queue.
- The Review Resolution assignment is routed to the TMCS:ServiceManager Work Queue.
Directions
- Open the Complaint Resolution Case Type.
- Route the Gather Supporting Evidence, Interview Stakeholders, Document Findings, Propose Solutions, Define Actions, Coordinate with Partners, and Address Remaining Concerns assignments to the TMCS:ServiceAgent Work Queue, as detailed in the Acceptance criteria.
- Route the Review Resolution assignment to the TMCS:ServiceManager Work Queue.
- Save your work, and then confirm the behavior.
Available in the following mission:
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