Skip to main content

ミッション

Case Management Foundation

14 モジュール

14 チャレンジ

7 時間 55 分

Visible to all users
初級 Pega Platform 8.6 Case Management English

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

Defining a customer Microjourney

  • モジュール

    Defining a customer Microjourney

    5 トピック

    50 分

  • 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

  • チャレンジ

    Designing a case life cycle

    8 タスク

    30 分

  • 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

  • モジュール

    User guidance

    2 トピック

    15 分

  • 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

  • チャレンジ

    Setting case status

    1 タスク

    20 分

  • 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

  • モジュール

    Completing work on time

    2 トピック

    25 分

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

Enforcing service-level agreements

  • チャレンジ

    Enforcing service-level agreements

    1 タスク

    10 分

  • 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

  • モジュール

    Routing assignments to users

    1 トピック

    25 分

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

Routing work to users

  • チャレンジ

    Routing work to users

    2 タスク

    10 分

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

Designing an approval process

  • モジュール

    Designing an approval process

    1 トピック

    10 分

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

Approving work

  • チャレンジ

    Approving work

    1 タスク

    5 分

  • 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

  • モジュール

    Sending emails during case processing

    2 トピック

    20 分

  • 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

  • チャレンジ

    Sending emails during case processing

    1 タスク

    15 分

  • 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

  • モジュール

    Adding optional actions to a workflow

    1 トピック

    15 分

  • 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

  • チャレンジ

    Adding optional actions to a workflow

    1 タスク

    5 分

  • 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

  • モジュール

    Automation shapes in the case life cycle

    1 トピック

    20 分

  • 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

  • チャレンジ

    Attaching PDF files to a case

    2 タスク

    10 分

  • 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

  • モジュール

    Identifying duplicate cases

    1 トピック

    10 分

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

Adding a duplicate case type search

  • チャレンジ

    Adding a duplicate case type search

    3 タスク

    10 分

  • 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

  • モジュール

    Automating workflow decisions

    1 トピック

    15 分

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

Control the workflow based on business context

  • チャレンジ

    Control the workflow based on business context

    3 タスク

    10 分

  • 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

  • モジュール

    Skipping a process or a stage

    1 トピック

    10 分

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

Skipping a process based on business context

  • チャレンジ

    Skipping a process based on business context

    1 タスク

    10 分

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

Creating a child case

  • モジュール

    Creating a child case

    1 トピック

    15 分

  • 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

  • チャレンジ

    Creating a child case

    2 タスク

    10 分

  • 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

  • モジュール

    Pausing and resuming case processing

    1 トピック

    15 分

  • 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

  • チャレンジ

    Pausing and resuming case processing

    1 タスク

    10 分

  • 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

  • モジュール

    Calculating fields using decision tables

    1 トピック

    25 分

  • 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

  • チャレンジ

    Calculating fields using decision tables

    2 タスク

    15 分

  • 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

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice