Case Design

A strong Case Design turns a business outcome into a clear, manageable journey from initiation through resolution. The design must show how work progresses, how the Case responds to changing circumstances, who or what performs the work, and when related work should be managed independently.

This module develops the judgment required to evaluate and refine an AI-generated Case Design as one connected business solution. You will define meaningful Case boundaries and lifecycle milestones, shape Workflow progression and variation, coordinate user-driven, system-driven, and Agent-driven work, and design routing, authorization, and service-level commitments. You will also evaluate Case relationships and dependencies, examine how validated Case Design decisions are represented in Pega Infinity™, and prioritize refinements that strengthen the complete design.

Beginner

English

After completing this module, you should be able to:

Define a Case Type and Case Life Cycle that represent a clear business outcome, meaningful progression, and recognized resolution paths.

Organize Case work into Processes and user-driven, system-driven, and Agent-driven Steps that support each Stage milestone.

Design Workflow progression and variation using appropriate Process relationships, Decisions, Business Rules, conditional behavior, automation, and Agent-driven work.

Design Work Orchestration that supports appropriate routing, shared responsibility, human supervision, authorization, and operational commitments.

Evaluate when related work should remain within a Case or be represented through Child Cases, Case references, dependencies, or other Case relationships.

Evaluate an AI-generated Case Design as one connected solution and refine it while preserving the business intent carried into Pega Infinity.

Available in the following mission:

Solution Designer Advanced v1

Topics

Fundamentals of Case Design

20 mins

Workflow behavior

20 mins

Work Orchestration

15 mins

Case hierarchy and relationships

20 mins

Connecting Blueprint design to Pega Infinity

15 mins

Design review challenges

20 mins

Module Quiz

5 mins