Using Conditions and optional Actions

2 Tasks

1 hr

Pega Platform '24.2 Visible to: All users

Beginner Pega Platform '24.2 Case Management English

Scenario

The Project Manager at GoGoRoad asked the project team to configure multiple tasks to streamline the assistance request process for GoGoRoad's Customers, Customer Service Representatives, and Managers.

As a System Architect on the GoGoRoad project, you have been tasked with updating the GoGoRoad application as follows:

• One of the biggest issues for CSR's in the current process is that there is no easy way to cancel an Assistance request Case once it is open. To ensure that CSRs can cancel Assistance request Cases at any time,  add a Cancel Request Process as a Case-wide optional Action. When an Assistance request Case is cancelled, the Case should move to a Cancellation Stage where the Customer automatically receives an email verifying the cancellation.
• The GoGoRoad Project Manager indicated that customers who have the higher Gold membership coverage level are not billed for roadside assistance requests. The Enter payment information and Invoice customer Processes should only start when the customer's coverage level is not Gold.
• GoGoRoad Managers are overwhelmed by having to verify every request for assistance. The existing Validate request Approve/Reject Step  must be replaced with an automated process. An Assistance request Case should go to the Approval Rejection Stage if the customer is not enrolled in GoGoRoad. If the Customer is enrolled, the Case continues through the Case Life Cycle.

You are asked to complete the following assigned tasks. 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:

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 Use Conditions and optional Actions

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

Acceptance criteria

• In the Assistance Request Case Type, a Process called Cancel request is added as a Case-wide Optional Action. The Cancel request Process was pre-configured by your LSA. When selected, the Cancel request Process moved a Case to the pre-configured Cancellation Stage.

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. In the Assistance Request Case Type, add a pre-configured Case-wide Optional Action called Cancel request as detailed in the Acceptance criteria.

2 Use Conditions with Stages and Processes

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

Acceptance criteria

• In the Assistance Request Case Type, a condition is configured so that the Enter payment information Process only starts when the Customer ID's Coverage level is not equal to a Gold membership.
• In the Assistance Request Case Type, a condition is configured so that the Invoice customer Process only starts when the Customer ID's Coverage level is not equal to a Gold membership.
• In the Assistance Request Case Type, the Validate request Approve/Reject Step is replaced with an automated Decision.
  • If the Customer ID's Enrollment is false, the Decision changes to a Stage and sends the Assistance Request Case to the Approval Rejection Stage where the CSR is prompted to enroll the customer in GoGoRoad. Otherwise, the Assistance Request Case continues to the end.
• There is no Persona associated with the Validation Stage.

Directions

1. In the Assistance Request Case Type, configure a custom start condition on the Enter payment information Process as detailed in the Acceptance criteria.
2. In the Assistance Request Case Type, configure a custom start condition on the Invoice customer Process as detailed in the Acceptance criteria.
3. In the Assistance Request Case Type, use the Process modeler replace the Validate request Approve/Reject Step with an automated Decision as detailed in the Acceptance criteria.
4. In the Assistance Request Case Type, remove any Persona associated with the Validation Stage.

Confirm your work

1. On the Workflow tab of the Assistance Request Case Type, click Save and Run.
2. In the Assistance Request Case, select a Customer ID that is enrolled in GoGoRoad and has a Coverage level of Gold (i.e. [email protected]).
3. Confirm that the Enter payment information Process is skipped.
4. Confirm that you can access the Cancel request Optional Action and that the Assistance Request Case is routed to the Cancellation Stage when the cancellation is submitted.
5. Create a new Assistance Request Case and select a Customer ID that is enrolled in GoGoRoad but does not have Gold status (i.e. hthomas@example.com). 
6. Confirm that the Case enters the Enter payment information Process.
7. Create a new Assistance Request Case and select a Customer ID that is not enrolled in GoGoRoad (i.e. [email protected]). 
8. Confirm that the Case enters the Enter payment information Assignment.
9. Confirm that the Case enters the Approval Rejection Stage and see the Prompt for enrollment Assignment.

Your finished product should look similar to the following images: 

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

---

---

Available in the following mission:

• System Architect Socratic v2