Mission
Case Management Foundation
14 Modules
14 Défis
7 heures 55 mins
Begin your journey to learn about Pega’s Case Management capability.
Defining a customer Microjourney
-
Module
Defining a customer Microjourney
5 Rubriques
50 mins
-
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
-
Défi
Designing a Case Life Cycle
8 Tâches
30 mins
-
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
-
Module
User guidance
2 Rubriques
15 mins
-
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
-
Défi
Setting Case Status
1 Tâche
20 mins
-
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
-
Module
Completing work on time
2 Rubriques
25 mins
-
Set goals and deadlines on steps, processes, stages, and entire cases to enforce the timely completion of work.
Enforcing Service-Level Agreements
-
Défi
Enforcing Service-Level Agreements
1 Tâche
10 mins
-
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
-
Module
Routing Assignments to users
1 Rubrique
25 mins
-
Assign responsibility for completing a task to one or more users. Routing increases business efficiency by ensuring that the most appropriate users...
Routing work to users
-
Défi
Routing work to users
2 Tâches
10 mins
-
Specific members of the city government perform assignments on service request cases. The services coordinator identifies three assignments that must...
Designing an approval Process
-
Module
Designing an approval Process
1 Rubrique
10 mins
-
To enhance business reliability and accountability, configure an approval process that allows users to approve or reject tasks within the workflow.
Approving work
-
Défi
Approving work
1 Tâche
5 mins
-
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
-
Module
Sending emails during Case processing
2 Rubriques
20 mins
-
Generate and send automated emails during the case life cycle to notify customers and users of changes to a case.
Sending emails during Case processing
-
Défi
Sending emails during Case processing
1 Tâche
15 mins
-
The mayor of MyTown wants users to receive email updates when the reported issue is resolved.
The following table provides the credentials you need...
Adding optional Actions to a workflow
-
Module
Adding optional Actions to a workflow
1 Rubrique
15 mins
-
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
-
Défi
Adding optional Actions to a workflow
1 Tâche
5 mins
-
InsCorp wants to ensure that customers can cancel service requests at any time. To support co-production, a system architect configured the Cancel...
Automating workflow decisions
-
Module
Automating workflow decisions
1 Rubrique
15 mins
-
Automate decision-making to reduce processing time and ensure consistency between cases.
Control the workflow based on business context
-
Défi
Control the workflow based on business context
3 Tâches
10 mins
-
When customers submit a request for roadside assistance, a customer service representative (CSR) manually validates whether the customer is enrolled...
Automation shapes in the Case Life Cycle
-
Module
Automation shapes in the Case Life Cycle
1 Rubrique
20 mins
-
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
-
Défi
Attaching PDF files to a case
2 Tâches
10 mins
-
InsCorp wants to ensure that customers receive an email with a receipt of services, including a breakdown of the services provided. Add two...
Creating a child Case
-
Module
Creating a child Case
1 Rubrique
15 mins
-
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
-
Défi
Creating a child Case
2 Tâches
10 mins
-
InsCorp is launching a roadside assistance service as a coverage option for automobile insurance policies. Configure the Assistance request case type...
Identifying duplicate Cases
-
Module
Identifying duplicate Cases
1 Rubrique
10 mins
-
Specify conditions that help identify potential duplicate submissions to avoid duplication and reduce inefficiency.
Adding a duplicate Case Type search
-
Défi
Adding a duplicate Case Type search
3 Tâches
10 mins
-
InsCorp wants to ensure that only one assistance request case is processed for each request. Customers that send assistance requests might have...
Skipping a Process or a Stage
-
Module
Skipping a Process or a Stage
1 Rubrique
10 mins
-
Skip processes and entire stages that are unnecessary in certain situations so that cases can process with increased efficiency and flexibility.
Skipping a process based on business context
-
Défi
Skipping a process based on business context
1 Tâche
10 mins
-
Roadside assistance requests are covered for customers who have opted for the higher membership coverage level. Configure the Enter payment...
Pausing and resuming Case processing
-
Module
Pausing and resuming Case processing
1 Rubrique
15 mins
-
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
-
Défi
Pausing and resuming Case processing
1 Tâche
10 mins
-
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
-
Module
Calculating fields using Decision tables
1 Rubrique
25 mins
-
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
-
Défi
Calculating fields using Decision tables
2 Tâches
15 mins
-
GoGoRoad stakeholders want to ensure customer satisfaction by allowing the application of discounts based on whether the service provider is on time...