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Workflows basierend auf dem Business-Kontext steuern

3 Aufgaben

10 Min.

Visible to: All users
Anfänger
Pega Platform '23
Case Management
Constellation
Deutsch

Szenario

Wenn Kunden um Pannenhilfe bitten, überprüft ein Kundenbetreuer manuell, ob der Kunde berechtigt ist, Pannenhilfe in Anspruch zu nehmen. Zur Verbesserung der Effizienz möchten die Stakeholder diesen Vorgang automatisieren. Ersetzen Sie den vorhandenen Step „Approve/Reject“ für Genehmigungen oder Ablehnungen durch eine automatisierte Entscheidung, die den Case in die Stage „Approval Rejection“ überführt, wenn der Kunde nicht angemeldet ist.

Hinweis: Für diese Challenge wird die Constellation-Architektur der Pega-Plattform verwendet. Informationen zum Üben dieser Challenge für die klassische UI-Architektur finden Sie in der Challenge Control the workflow based on business context, Version 8.8 (nur auf Englisch verfügbar).

In der folgenden Tabelle finden Sie die Anmeldedaten, die Sie zur Durchführung der Challenge benötigen.

Rolle Benutzername Passwort
Application Developer author@gogoroad pega123!
Hinweis: Ihre Übungsumgebung unterstützt möglicherweise den Abschluss mehrerer Challenges. Es kann daher vorkommen, dass die im Challenge-Walkthrough gezeigte Konfiguration nicht genau mit Ihrer Umgebung übereinstimmt.

Sie müssen zum Abschließen dieser Challenge Ihre eigene Pega-Instanz starten.

Die Initialisierung kann bis zu 5 Minuten dauern, bitte haben Sie Geduld.

Challenge-Schritte

Genaue Übungsschritte

1 Die Kundenbetreuer-Persona aus der Stage „Validation“ entfernen

  1. Geben Sie in der Pega-Instanz für die Challenge die folgenden Anmeldedaten ein:
    1. Geben Sie in das Feld User name author@gogoroad ein.
    2. Geben Sie in das Feld Password pega123! ein.
  2. Klicken Sie im Navigationspanel von App Studio auf Case Types > Assistance Request, um den Case-Typ „Assistance Request“ zu öffnen.
    Hinweis: Achten Sie darauf, dass Sie auf Life Cycle klicken, um den Case-Life-Cycle für „Assistance Requests“ anzuzeigen.
    1. Klicken Sie in der Validation-Stage rechts neben der Persona des Kundenbetreuers (CSR) auf das Delete-Icon, um die Persona zu entfernen.
      Hinweis: Da die manuelle Entscheidung zur Case-Genehmigung automatisiert wird, ist keine Persona für diese Stage erforderlich.
  3. Klicken Sie auf Save, um die Änderungen zu übernehmen.

2 Shapes „Decision“ und „Change“ zu einer Stage im Prozess „Validate request“ hinzufügen

  1. Gehen Sie mit der Maus auf Sie den Prozess Validate request. Klicken Sie dann auf Configure Process, um den Process Modeler zu öffnen.
  2. Klicken Sie auf Add a flow shape > Decision, um eine Decision Shape hinzuzufügen.
    Add a decision shape to flow
  3. Klicken Sie in der Decision-Shape auf die Bezeichnung und geben Sie anschließend Validate request ein, um die Standardbezeichnung zu ersetzen.
  4. Klicken Sie auf Add a flow shape > Automations > Change to a Stage, um eine Automatisierung zur Änderung der Stage hinzuzufügen.
    Hinweis: Standardmäßig werden Ablauf-Shapes in der Mitte des Process Modeler hinzugefügt und können sich überlappen. Verschieben Sie die Shapes so, dass der Prozess einfacher zu verstehen ist.
  5. Klicken Sie in der Automation-Shape „Change to a specific stage“ auf die Beschriftung und geben Sie dann Change to rejection stage ein.
  6. Wählen Sie rechts im Eigenschaftenpanel der Shape „Change to rejection stage“ in der Liste Stage die Option Approval Rejection aus.
  7. Klicken Sie im Arbeitsbereich auf die Approve/Reject-Shape Validate request und dann auf das Delete-Icon in der Symbolleiste des Process Modeler, um die Shape zu löschen.
    Delete the Approve/Reject shape in the Validate request process
  8. Ziehen Sie den Konnektor von der Starting-Shape zur Decision-Shape „Validate request“.
  9. Entfernen Sie den Konnektor, der zur Ending-Shape zeigt.
    Validate request process with a partially configured decision shape

3 Decision-Shape „Validate request“ konfigurieren

  1. Klicken Sie im Arbeitsbereich auf die Decision-Shape „Validate request“ , um rechts das Eigenschaftspanel zu öffnen.
  2. Überprüfen Sie, ob im Eigenschaftenpanel der Decision-Shape „Validate request“ in der Liste When die Option Custom Condition ausgewählt ist.
  3. Klicken Sie rechts neben der When-Liste auf das Zahnrad-Icon, um das Dialogfeld Configure Condition zu öffnen.
  4. Klicken Sie in der Fields -Liste aufFields > Customer ID > Enrollment. Der Standardwert der Comparator -Liste lautet: is true.
  5. Klicken Sie auf Submit.
  6. Wählen Sie im Eigenschaftenpanel der Decision-Shape „Validate request“ in der Liste Go to die Option [End] aus.
  7. Wählen Sie in der Liste Otherwise go to die Option Change to rejection Stage aus.
    Properties pane for a decision shape in the Validate request process
  8. Klicken Sie oben rechts auf Save, um die Änderungen zu übernehmen.
    Validate request process with a decision shape
  9. Klicken Sie oben links im Arbeitsbereich auf Stages & Steps, um zum Case-Life-Cycle zurückzukehren.

Arbeit überprüfen

  1. Klicken Sie im Case-Typ „Assistance Request“ auf Save and run, um einen neuen Case „Assistance Request“ zu erstellen.
  2. Fahren Sie mit dem Case bis nach der Ansicht Identify issue fort.
  3. Wählen Sie in der Ansicht Enter customer information im Feld Customer ID die [email protected] aus, die keinen Anspruch auf Pannenhilfe hat.
    Enter customer information with sboucher customer ID selected
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    Enter customer information with sboucher customer ID selected
  4. Fahren Sie mit dem Case bis nach der Ansicht „Enter payment information“ fort, um die Ansicht „Prompt for enrollment“ anzuzeigen.
    Prompt for enrollment view
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    Prompt for enrollment view
  5. Erstellen Sie einen zweiten Case „Assistance Request“.
  6. Wählen Sie in der Ansicht Enter customer information im Feld Customer ID die [email protected] aus, die Anspruch auf Pannenhilfe hat.
  7. Fahren Sie mit dem Case bis nach der Ansicht Enter payment information fort, um die Ansicht Select service provider anzuzeigen.
    Select service provider view for Confirm your work
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