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Adding a duplicate Case search for BAs
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Challenge
Adding a duplicate Case search for BAs
4 Aufgaben
15 Min.
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In a DCO session, GoGoRoad stakeholders said that they want to ensure that only one Assistance Request Case is processed for each customer incident...
Adding optional actions to a workflow for BAs
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Challenge
Adding optional actions to a workflow for BAs
2 Aufgaben
10 Min.
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GoGoRoad wants to assure customers that their assistance requests can be cancelled at any time. Not only does the cancel request functionality provide...
Approving work for BAs
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Challenge
Approving work for BAs
5 Aufgaben
20 Min.
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In a Directly Capture Objectives (DCO) session, a GoGoRoad SME explained that they did not always require customers to be enrolled in their membership...
Routing work to users for BAs
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Challenge
Routing work to users for BAs
2 Aufgaben
15 Min.
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In a DCO session, GoGoRoad stakeholders confirmed that assignments related to assistance requests often get lost in the handoff between different...
Designing a Case Life Cycle for BAs
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Challenge
Designing a Case Life Cycle for BAs
8 Aufgaben
40 Min.
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GoGoRoad is growing. The company wants to transform its manual business process by creating a Pega Platform™ application that is driven by workflow...
Creating Insights for BAs
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Challenge
Creating Insights for BAs
2 Aufgaben
25 Min.
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GoGoRoad stakeholders would like to know the number of Assistance Request Cases that have been requested over the past 30 days. The stakeholders...
Communicating with users for BAs
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Challenge
Communicating with users for BAs
3 Aufgaben
20 Min.
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During DCO sessions with GoGoRoad stakeholders, it has become apparent that consistent messaging and timely communication are two of the biggest...
Creating Personas and Channels for BAs
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Challenge
Creating Personas and Channels for BAs
4 Aufgaben
20 Min.
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GoGoRoad provides roadside assistance services through contracted vendors. To ensure customer satisfaction and service consistency across service...
Skipping a Process based on a business context for BAs
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Challenge
Skipping a Process based on a business context for BAs
2 Aufgaben
10 Min.
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Payments for roadside assistance requests are covered for customers who have opted for the higher Gold coverage level. Customers with the Gold...
Establishing Service-Level Agreements for BAs
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Challenge
Establishing Service-Level Agreements for BAs
1 Aufgabe
15 Min.
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In a DCO session, GoGoRoad stakeholders stressed the importance of completing Assignments under tight deadlines as a driver of customer satisfaction...