Pega Process Fabric Hub for the enterprise
In large enterprises, developers often use a mix of new and legacy technologies to build separate applications for automating business processes. Throughout the workday, employees frequently switch contexts or sign in to multiple applications to complete their tasks. Most of these applications exist in silos, which makes it difficult to share information between them. This lack of integration increases the effort required to complete tasks and creates a negative employee experience.
Pega Process Fabric Hub™ helps unify, manage, prioritize, and automate tasks related to employees or users by using data from multiple independent applications running on different technologies. It can support improvements in employee experience, provide visibility into cross‑application workloads, and help organizations achieve more efficient customer outcomes.
The following figure shows several distributed applications and the centralized Pega Process Fabric application:
Process Fabric Hub serves as a centralized application that provides managers and employees a single touchpoint for:
- Unified worklists
- Assignment management
- Organizational insights
It facilitates the connection and federation of work directly from one application to another, enabling the display, creation, and updating of Cases between Pega applications. For non-Pega applications, Process Fabric Hub can create, update, and retrieve data through APIs.
For example, a major bank has two applications:
- Pega Platform™ for credit card and loan applications.
- ServiceNow for complaint management and account opening applications.
Tasks go to a worklist or Work Queue in each application, and analysts can perform those Tasks by switching to or signing in to the independent applications that different URLs host.
With Process Fabric Hub, analysts can access Tasks from disparate applications in a single interface. It helps them complete Tasks from all applications without switching contexts multiple times during the workday, which saves time and increases efficiency.
Process Fabric Hub uses open (REST) API architecture, which allows other open (REST) API-based applications to connect with the centralized Process Fabric Hub application.
Process Fabric Hub relies on Case Types and Assignments and fetches data about Assignments that users complete as part of Case processing. However, it cannot support the Tasks that users create in Pulse or Spaces.
The central storage in Process Fabric Hub contains the following data:
- Application registry
- Tasks of all registered applications
- Association of operator Work Queues
- Next Best Work/Get Next Work configuration.
The following diagram shows how Process Fabric Hub uses REST APIs to register and synchronize assignment data from remote applications and persist the data in central storage. The system uses the Process Fabric component to register or synchronize Pega Platform remote applications, while the external connector component is for use with non-Pega remote applications. The Configurator Persona is responsible for remote application registration. The User (Employee) Persona has access to a unified worklist, or Next Best Work and the Manager Persona has access to insights.
Personas
To help users work effectively with Process Fabric Hub, different Personas are available that cater to the specific needs of users. The following table describes the different Personas and their roles in Process Fabric Hub:
|
Persona |
Responsibilities |
|---|---|
|
User |
Can access a unified worklist on the home landing page in Process Fabric Hub. Users can obtain their prioritized work and use the Next Best Work algorithm to receive an assignment that Process Fabric Hub estimates as the most important. |
|
Manager |
Can access analytical data from registered applications available in Process Fabric Hub Insights. The Manager Persona can also strive to increase throughput by properly planning and reassigning work in the remote application. Users who have this Persona can access a unified worklist on the home landing page and a list of registered applications. |
|
Configurator |
Responsible for connections between remote applications and Process Fabric Hub. A user with the configurator Persona can register a remote application with Process Fabric Hub and then manage the application by performing actions that pertain to different business scenarios, such as updating Work Queue mappings or deactivating an application. The Configurator Persona can access a unified worklist and logs and access and edit settings that affect the Next Best Work algorithm. |
|
Administrator |
Have the roles of all other Personas that are available in Process Fabric Hub. |
|
DataSyncAdministrator |
Responsible for data synchronization between Process Fabric Hub and remote applications. |
Process Fabric Hub includes the following features:
- Interwoven Worklist: Lists all the assignments that the applications registered to Process Fabric Hub route to a specific user or Work Queue. By analyzing Interwoven Worklist, users can make informed decisions about which assignment to resolve next. Interwoven Worklist provides the necessary context for an assignment, including the Case ID, due date, priority, and the application that routes the assignment.
- Application Registry: A tool that you can use to register and activate remote applications with Process Fabric Hub by creating secure and reliable connections.
- Insights: A tool for users with managerial roles that you can use to conveniently track the work progress across your organization.
- Next Best Work: Supports intelligent prioritization of Tasks to help users focus on the most important work.
- Creating Remote Cases: Helps users create and manage Cases across connected applications.
You can expose the Interwoven Worklist or the My Cases landing page, which displays all the Cases that you follow, in other applications as a mashup gadget or by using the Pega Digital Experience (DX) API. As a result, users of other applications can view and manage Tasks in a consolidated list that gathers Assignments from a Worklist and Work Queues that a specific user can access without logging in to Process Fabric Hub.
For more information, see Pega Process Fabric Hub.
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