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Mission

Case Management Foundation

15 Modules

14 Challenges

8 hrs 40 mins

Visible to: All users
Beginner Pega Platform '23 Case Management English

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

Infinity 23 is the latest minor release. For more information about the Pega Infinity product naming convention, see Pega software maintenance program.

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

  • 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 Topics

    15 mins

  • Guide users through the Case Life Cycle by identifying the current Case Status and adding instructions to enable users to complete assigned Tasks.

Setting Case Status

  • Challenge

    Setting Case Status

    1 Task

    20 mins

  • After reviewing the progress on the service request Case development, the MyTown Mayor and the Services Coordinator see additional areas for...

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

  • 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 Topic

    15 mins

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

Approving work

  • Challenge

    Approving work

    1 Task

    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...

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

    15 mins

  • You are developing an application MyTown311 to capture and manage requests for city services. Ensure that service request repairs are scheduled...

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

  • The mayor of MyTown wants users to receive email updates when the reported issue is resolved. 

    Note: The framework of this challenge uses the Constellation...

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...

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 the Pulse and Tags widgets to interact with other application users.

Collaborating with Pulse and Tags

  • Challenge

    Collaborating with Pulse and Tags

    2 Tasks

    10 mins

  • Throughout the Case Life Cycle 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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