Skip to main content

Mission

Case Management Foundation

Archived

13 Modules

13 Challenges

9 hrs 5 mins

Visible to: All users
Beginner Pega Platform 8.4 Case Management English

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

This content is now archived and is no longer updated. Progress is not calculated. Pega Cloud instances are disabled, and badges are no longer awarded. Click here to continue your progress in the latest version.

Defining a customer Microjourney

  • Module

    Defining a customer Microjourney

    Archived

    8 Topics

    1 hr 5 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

  • Challenge

    Designing a Case Life Cycle

    Archived

    6 Tasks

    20 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

    Archived

    4 Topics

    25 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

  • Challenge

    Setting Case Status

    Archived

    2 Tasks

    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

    Archived

    6 Topics

    40 mins

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

Enforcing Service-Level Agreements

  • Challenge

    Enforcing Service-Level Agreements

    Archived

    2 Tasks

    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

    Archived

    3 Topics

    35 mins

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

Routing work to users

  • Challenge

    Routing work to users

    Archived

    4 Tasks

    15 mins

  • The MyTown 311 application allows residents to submit service requests. Specific members of the city government perform assignments in the Service...

Designing an approval Process

  • Module

    Designing an approval Process

    Archived

    2 Topics

    15 mins

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

Approving work

  • Challenge

    Approving work

    Archived

    2 Tasks

    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

    Archived

    3 Topics

    25 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

  • Challenge

    Sending emails during Case processing

    Archived

    2 Tasks

    20 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...

Identifying duplicate Cases

  • Module

    Identifying duplicate Cases

    Archived

    4 Topics

    25 mins

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

Adding a duplicate Case Type search

  • Challenge

    Adding a duplicate Case Type search

    Archived

    4 Tasks

    10 mins

  • InsCorp wants to ensure that only one assistance request case is processed for each request. Customers sending assistance requests may have difficulty...

Creating and persisting temporary cases

  • Module

    Creating and persisting temporary cases

    Archived

    3 Topics

    20 mins

  • Use temporary cases to save storage and improve system performance.

Creating and persisting temporary cases

  • Challenge

    Creating and persisting temporary cases

    Archived

    2 Tasks

    10 mins

  • InsCorp learns that many customers begin service requests and partially fill out their information before abandoning the case. To avoid accumulating...

Adding optional Actions to a workflow

  • Module

    Adding optional Actions to a workflow

    Archived

    3 Topics

    25 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

  • Challenge

    Adding optional Actions to a workflow

    Archived

    2 Tasks

    5 mins

  • 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...

Automating workflow decisions

  • Module

    Automating workflow decisions

    Archived

    2 Topics

    20 mins

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

Control the workflow based on business context

  • Challenge

    Control the workflow based on business context

    Archived

    3 Tasks

    10 mins

  • When customers submit a request for roadside assistance with InsCorp, a customer service representative (CSR) manually validates whether or not the...

Skipping a Process or a Stage

  • Module

    Skipping a Process or a Stage

    Archived

    3 Topics

    20 mins

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

Skipping a process based on business context

  • Challenge

    Skipping a process based on business context

    Archived

    2 Tasks

    10 mins

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

Creating a child Case

  • Module

    Creating a child Case

    Archived

    2 Topics

    20 mins

  • Create child cases to model work performed by different parties, that follows different reporting options, that follows different reporting frames...

Creating a child case

  • Challenge

    Creating a child case

    Archived

    2 Tasks

    10 mins

  • 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

  • Module

    Pausing and resuming Case processing

    Archived

    2 Topics

    20 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

  • Challenge

    Pausing and resuming case processing

    Archived

    2 Tasks

    10 mins

  • InsCorp is launching a roadside assistance service as a coverage option for automobile insurance policies. During the Service stage, the customer...

mission badge: 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