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Mission

Case Management Foundation

14 Module

14 Challenges

7 Std. 55 Min.

Für alle Benutzer sichtbar
Anfänger Pega Platform 8.6 Case Management English

Begin your journey to learn about Pega’s Case Management capability.

Defining a customer Microjourney

  • Modul

    Defining a customer Microjourney

    5 Themen

    50 Min.

  • Learn how case types represent a customer Microjourney™ from beginning to a desired outcome. Design the life cycle of a case type as a series of steps...

Designing a case life cycle

  • Challenge

    Designing a case life cycle

    8 Aufgaben

    30 Min.

  • The mayor of MyTown wants to increase resident engagement and improve the town’s responsiveness to issues raised by residents.

    To achieve this goal...

User guidance

  • Modul

    User guidance

    2 Themen

    15 Min.

  • Guide users through the case life cycle by identifying the current status of a case and adding instructions to enable users to complete assigned tasks...

Setting case status

  • Challenge

    Setting case status

    1 Aufgabe

    20 Min.

  • After reviewing the progress on the service request case development, the MyTown Mayor and the Services Coordinator see additional areas for...

Completing work on time

  • Modul

    Completing work on time

    2 Themen

    25 Min.

  • Set goals and deadlines on steps, processes, stages, and entire cases to enforce the timely completion of work.

Enforcing service-level agreements

  • Challenge

    Enforcing service-level agreements

    1 Aufgabe

    10 Min.

  • You are developing an application MyTown311 to capture and manage requests for city services. Ensure that service request repairs are scheduled...

Routing assignments to users

  • Modul

    Routing assignments to users

    1 Thema

    25 Min.

  • Assign responsibility for completing a task to one or more users.

Routing work to users

  • Challenge

    Routing work to users

    2 Aufgaben

    10 Min.

  • Specific members of the city government perform assignments on service request cases. The services coordinator identifies three assignments that must...

Designing an approval process

  • Modul

    Designing an approval process

    1 Thema

    10 Min.

  • Configure an approval process to allow users to approve or reject tasks within the workflow.

Approving work

  • Challenge

    Approving work

    1 Aufgabe

    5 Min.

  • The MyTown services coordinator wants to review all the repairs performed as a result of a resident service request. If the repair is satisfactory...

Sending emails during case processing

  • Modul

    Sending emails during case processing

    2 Themen

    20 Min.

  • Generate and send automated emails during the case life cycle to notify customers and users of changes to a case.

Sending email during case processing

  • Challenge

    Sending email during case processing

    1 Aufgabe

    15 Min.

  • The mayor of MyTown wants users to receive email updates when the reported issue is resolved. 

    The following table provides the credentials you...

Adding optional actions to a workflow

  • Modul

    Adding optional actions to a workflow

    1 Thema

    15 Min.

  • Allow users to decide whether to perform additional actions on a case, such as updating account information or cancelling a case.

Adding optional actions to a workflow

  • Challenge

    Adding optional actions to a workflow

    1 Aufgabe

    5 Min.

  • InsCorp wants to ensure that customers can cancel service requests at any time. Add the Cancel request process as a case-wide optional action to...

Automation shapes in the case life cycle

  • Modul

    Automation shapes in the case life cycle

    1 Thema

    20 Min.

  • Pega Platform™ provides different automation shapes, which can be used across the application. Each shape has a specific purpose and usage in the case...

Attaching PDF files to a case

  • Challenge

    Attaching PDF files to a case

    2 Aufgaben

    10 Min.

  • InsCorp wants to ensure that customers receive an email with a receipt of services, including a breakdown of the services provided. Add two...

Identifying duplicate cases

  • Modul

    Identifying duplicate cases

    1 Thema

    10 Min.

  • Specify conditions that help identify potential duplicate submissions to avoid duplication and reduce inefficiency.

Adding a duplicate case type search

  • Challenge

    Adding a duplicate case type search

    3 Aufgaben

    10 Min.

  • InsCorp wants to ensure that only one assistance request case is processed for each request. Customers that send assistance requests might have...

Automating workflow decisions

  • Modul

    Automating workflow decisions

    1 Thema

    15 Min.

  • Automate decision-making to reduce processing time and ensure consistency between cases.

Control the workflow based on business context

  • Challenge

    Control the workflow based on business context

    3 Aufgaben

    10 Min.

  • When customers submit a request for roadside assistance, a customer service representative (CSR) manually validates whether the customer is enrolled...

Skipping a process or a stage

  • Modul

    Skipping a process or a stage

    1 Thema

    10 Min.

  • Skip processes and entire stages that are not needed for a case.

Skipping a process based on business context

  • Challenge

    Skipping a process based on business context

    1 Aufgabe

    10 Min.

  • Roadside assistance requests are covered for customers who have opted for the higher membership coverage level. Configure the Enter payment...

Creating a child case

  • Modul

    Creating a child case

    1 Thema

    15 Min.

  • Create child cases to model work that different parties perform, work that follows different reporting options, work that follows different reporting...

Creating a child case

  • Challenge

    Creating a child case

    2 Aufgaben

    10 Min.

  • InsCorp is launching a roadside assistance service as a coverage option for automobile insurance policies. Configure the Assistance request case type...

Pausing and resuming case processing

  • Modul

    Pausing and resuming case processing

    1 Thema

    15 Min.

  • Enforce dependencies using the Wait step. The Wait step allows you to pause and resume case processing when the case meets conditions that you define...

Pausing and resuming case processing

  • Challenge

    Pausing and resuming case processing

    1 Aufgabe

    10 Min.

  • InsCorp is launching a roadside assistance service as a coverage option for automobile insurance policies. During the Service stage, the customer...

Calculating fields using decision tables

  • Modul

    Calculating fields using decision tables

    1 Thema

    25 Min.

  • In App Studio, Pega Platform™ allows you to calculate the value of a field using a decision table. Decision tables are a helpful approach when you...

Calculating fields using decision tables

  • Challenge

    Calculating fields using decision tables

    2 Aufgaben

    15 Min.

  • GoGoRoad stakeholders want to ensure customer satisfaction by allowing the application of discounts based on whether the service provider is on time...

Case Management Foundation

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