Case Management Foundation

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...

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...

Assign responsibility for completing a task to one or more users. Routing increases business efficiency by ensuring that the most appropriate users...

To enhance business reliability and accountability, configure an approval process that allows users to approve or reject tasks within the process.

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

Organizations depend on timely communication to establish a shared understanding of transactions or assignments. Generate and send automated emails...

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

InsCorp wants to ensure that customers can cancel service requests at any time. To support co-production, a system architect configured the Cancel...

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

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

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

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

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

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

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

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

Skip processes and entire stages that are unnecessary in certain situations so that cases can process with increased efficiency and flexibility. 

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

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...

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

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...

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

Complete your Microjourney faster by using Pulse, Spaces, and Documents to interact with other application users.

Throughout the case lifecycle of the GoGoRoad application, members of the CSR team must stay in contact with one another. One of the most efficient...