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Mission

Case Management Foundation

15 Modules

15 Challenges

8 hrs 35 mins

Visible to: All users
Beginner Pega Platform 8.8 Case Management English

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

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Defining a customer Microjourney

  • Module

    Defining a customer Microjourney

    5 Topics

    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

  • Challenge

    Designing a Case Life Cycle

    8 Tasks

    30 mins

  • Note: The framework of this challenge uses the view-based Constellation architecture of Pega Platform. To practice this challenge on the traditional UI...

User guidance

  • Module

    User guidance

    2 Topics

    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

  • Challenge

    Setting Case Status

    1 Task

    20 mins

  • Note: The framework of this challenge uses the view-based Constellation architecture of Pega Platform. To practice this challenge on the traditional UI...

Routing Assignments to users

  • Module

    Routing Assignments to users

    1 Topic

    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

  • Challenge

    Routing work to users

    2 Tasks

    10 mins

  • Note: The framework of this challenge uses the view-based Constellation architecture of Pega Platform. To practice this challenge on the traditional UI...

Designing an approval Process

  • Module

    Designing an approval Process

    1 Topic

    15 mins

  • To enhance business reliability and accountability, configure an approval process that allows users to approve or reject tasks within the process.

Approving work

  • Challenge

    Approving work

    1 Task

    5 mins

  • Note: The framework of this challenge uses the view-based Constellation architecture of Pega Platform. To practice this challenge on the traditional UI...

Completing work on time

  • Module

    Completing work on time

    2 Topics

    25 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

    1 Task

    10 mins

  • Note: The framework of this challenge uses the view-based Constellation architecture of Pega Platform. To practice this challenge on the traditional UI...

Sending emails during Case processing

  • Module

    Sending emails during Case processing

    1 Topic

    15 mins

  • Organizations depend on timely communication to establish a shared understanding of transactions or assignments. Generate and send automated emails...

Sending emails during Case processing

  • Challenge

    Sending emails during Case processing

    1 Task

    15 mins

  • Note: The framework of this challenge uses the view-based Constellation architecture of Pega Platform. To practice this challenge on the traditional UI...

Adding optional Actions to a workflow

  • Module

    Adding optional Actions to a workflow

    1 Topic

    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

  • Challenge

    Adding optional Actions to a workflow

    1 Task

    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 Topic

    15 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

    3 Tasks

    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 Topic

    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

  • Challenge

    Attaching PDF files to a case

    2 Tasks

    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 Topic

    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

  • Challenge

    Creating a child Case

    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...

Identifying duplicate Cases

  • Module

    Identifying duplicate Cases

    1 Topic

    10 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

    3 Tasks

    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 Topic

    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

  • Challenge

    Skipping a process based on business context

    1 Task

    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 Topic

    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

  • Challenge

    Pausing and resuming case processing

    1 Task

    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 Topic

    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

  • Challenge

    Calculating fields using decision tables

    2 Tasks

    15 mins

  • GoGoRoad stakeholders want to ensure customer satisfaction by allowing the application of discounts based on whether the service provider is on time...

Collaboration with users

  • Module

    Collaboration with users

    1 Topic

    20 mins

  • Complete your Microjourney faster by using Pulse, Spaces, and Documents to interact with other application users.

Collaborating in Spaces and Pulse

  • Challenge

    Collaborating in Spaces and Pulse

    3 Tasks

    10 mins

  • Throughout the case lifecycle of the GoGoRoad application, members of the CSR team must stay in contact with one another. One of the most efficient...

mission badge: Case Management Foundation

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