Streamlining Case Workflows
2 Aufgaben
30 Min.
Anfänger
Case Management
Englisch
Szenario
Your Lead System Architect has requested that you work on configuring several automations for the Assistance Request Case Type. Automating the transfer of assignments is key to ensuring work gets to the individual that is best suited to complete the task, and establishing Service-Level Agreements (SLAs) ensures that works is completed in accordance with the agreed timeframes. You have been assigned the following tasks:
- Ensure the Validate request Assignment is routed to the GoGoRoad's team Managers as they have the authority to approve assistance requests.
- Create a Work Queue for Customer Service Representatives (CSRs) to ensure that the Select service provider Assignment is routed to the the CSR team.
- Assign SLAs for the Validate request and Select service provider Assignments ensuring both are completed in compliance within the agreed timeframes.
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 in the Pega Platform™ instance provided:
| Role | User name | Password |
|---|---|---|
| Application Developer | author@gogoroad | pega123! |
After completing this challenge, you should be able to:
- Incorporate Service-Level Agreements (SLAs) to ensure that work is completed on time.
- Automatically route Assignments to the user or team that is best able to complete the task.
- Automate the workflow at a critical decision point using an Approve/Reject Step.
Genaue Übungsschritte
1 Streamline a Case Workflow
Read the technical documentation provided to complete the assigned tasks. The technical documentation might have more information than you need.
Acceptance criteria
- The Validation Stage is associated with the Manager Persona.
- The Validate request Step is routed to the GoGoRoad:Managers Work Queue.
- There is a CSR Work Queue, and the Select service provider Step is routed to the CSR Work Queue.
Directions
- In the Pega instance for the challenge, log in as an Application Developer.
- In the Username field, enter author@gogoroad.
- In the Password field, enter pega123!.
- Associate the Assignments Steps with Work Queues and Personas as detailed in the Acceptance criteria.
2 Configure an SLA
Read the technical documentation provided to complete the assigned tasks. The technical documentation might have more information than you need.
Acceptance criteria
-
For the Validate request Step, the Goal & deadline tab is updated with a Custom SLA that has the following details:
| Step Name | Goal | Deadline |
|---|---|---|
| Validate request |
Days: 0 HH:MM:SS: 00:15:00 Increase urgency by: 15 Action: Notify Assignee |
Days: 0 HH:MM:SS: 00:30:00 Increase urgency by: 25 Action: Notify Assignee and Manager |
-
For the Select service provider Step, the Goal & deadline tab is updated with a Custom SLA with the following details:
| Step Name | Goal | Deadline |
|---|---|---|
| Select service provider |
Days: 0 HH:MM:SS: 00:10:00 Increase urgency by: 10 Action: Notify Assignee |
Days: 0 HH:MM:SS: 00:15:00 Increase urgency by: 20 Action: Notify Assignee and Manager |
Directions
- Create the SLA for the Validate request Step as directed in the Acceptance criteria.
- Create the SLA for the Select service provider Step as direct in the Acceptance criteria.
In der folgenden Mission verfügbar:
Wenn Probleme mit den Lerninhalten auftreten, lesen Sie bitte die Pega Academy Support FAQs.
Möchten Sie uns dabei helfen, diesen Inhalt zu verbessern?