Module

Case Management

Archived

9 Topics

1 hr 30 mins

Visible to: All users

Beginner

Case Management

English

Learn about Pega’s Case Management capability

After completing this module, you should be able to:

Identify the elements of a case life cycle: stages, processes, and steps

Identify the role of case status in case processing

Articulate the purpose of the Approve/Reject step in a workflow

Identify how goals and deadlines establish expectations for completing work

Identify the value of assigning and routing tasks to users

Differentiate between a user and a work queue

Send automated correspondence in a workflow

Describe how the search duplicate cases logic identifies duplicate cases

Describe how child cases can model work performed by different parties

Case Life Cycle

20 mins

Multi-step Forms

5 mins

Case Status

5 mins

Assignment instructions

5 mins

Service-Level Agreements

10 mins

Routing work

15 mins

Work approval

5 mins

Email correspondence

10 mins

Child cases

10 mins

Module Quiz

5 mins

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