Case Management fundamentals

Pega Platform™ applications drive process efficiencies by incorporating case management features for workflow automation into the Case Life Cycle. In this module, you engage in a conversation about Pega Platform's key features for workflow automation in the Case Life Cycle, which include Service-Level Agreements, automated routing, Case Status value, contextual Assignment instructions, automated email notifications, and robust communication tools such as Pulse and Tags.

Estimated module duration: 1 hour

Engage at your own pace, with Socrates guiding your understanding of the material. For an optimal experience, complete the module in one session.

After completing this module, you should be able to:

• Articulate the value of integrating workflow automations into the Case Life Cycle.
• Incorporate Service-Level Agreements (SLAs) to ensure that work is completed on time.
• Create and manage cross-functional Work Groups to facilitate efficient Assignment routing and faster Case resolution.
• Automatically route Assignments to the user or team that is best able to complete the task.
• Automate the workflow at a critical decision point using an Approve/Reject Step.
• Incorporate Case status values and Assignment instructions to provide user guidance.
• Send automated correspondence at critical points during the Case using the Send email Automation Step.
• Communicate effectively with Case stakeholders throughout Case processing using Pulse and Tags.

Practice what you learned in the following Challenge:

Available in the following mission: