Configuring and automating child Cases
1 Task
45 mins
Beginner
Case Management
English
Scenario
U+ Hotels stakeholders want to improve the efficiency of the Complaint Resolution workflow.
A new Refund Processing Case Type manages the refund through these Stages: Request Intake, Eligibility Check, Refund Approval, Disbursement, and Closure. The Complaint Resolution case must create a Refund Processing child case, transfer the required data, and wait until the refund is complete.
As a Solution Builder, you configure duplicate detection, an email notification, child-case creation with data mapping, and a wait Step.
Note: This challenge has been configured with Single sign-on (SSO) using your Pega Academy credentials. If you are not automatically signed-in to the challenge environment after initializing the instance, you may use the credentials provided.
The following table provides the credentials you may need to complete the challenge:
| Role | User name | Password |
|---|---|---|
| Solution Builder | [email protected] | pega123! |
After completing this challenge, you should be able to:
- Configure duplicate case detection with basic and weighted conditions.
- Add a Send Email Step to a Process.
- Create and automate a child case with data mapping.
- Add a wait Step that pauses until a child case resolves.
Detailed Tasks
1 Configure and automate a child Case
Use the technical documentation linked in the Journey map above to complete the assigned tasks. The technical documentation might have more information than you need to complete the tasks.
Acceptance criteria
Duplicate detection
- In the Complaint Resolution Case Type, create new process Resolve Duplicate Cases under Intake Stage
- A Search Duplicate Cases Automation Step is configured in the Resolve Duplicate Cases process
- Under basic conditions the Complaint Description, Complaint Severity, and Guest Name (Guest Profile) values are same compared with current case.
- The weighted conditions, each with a weight of 25, are the Email address (Guest Profile), Booking ID (Reservation Record), Check-in Date (Reservation Record), and Check-out Date (Reservation Record). Configure these fields as matching conditions between the Current Case and Potential Duplicate Case.
- A case is identified as a potential duplicate when the total weight is 50 or greater.
Send Email Step
- A Send Email Automation Step Complaint Acknowledgment is added at the Resolve Duplicate Cases Process after Search Duplicate Cases Automation Step.
- The email is sent to the Email address (Guest Profile) and includes the Complaint Description, Complaint Date and Complaint Severity as below.
Subject: Complaint Acknowledgement – {Complaint Date}
Dear Customer,
We have received your complaint and are currently reviewing it.
Complaint Details:
Complaint Date: <<.ComplaintDate>>
Complaint Severity: <<.ComplaintSeverity>>
Complaint Description: <<.ComplaintDescription>>
We will keep you informed of any updates as we work towards a resolution.
Kind regards,
TMCS Team.
Dear Customer,
We have received your complaint and are currently reviewing it.
Complaint Details:
Complaint Date: <<.ComplaintDate>>
Complaint Severity: <<.ComplaintSeverity>>
Complaint Description: <<.ComplaintDescription>>
We will keep you informed of any updates as we work towards a resolution.
Kind regards,
TMCS Team.
Child case creation
- A Create Case Automation Step is added before the Coordinate with Partners Step, and it creates a Refund Processing child case. Data transform: empty is configured under Create Case Step.
- Data is mapped from the parent case to the child case from Data propagation under Complaint Resolution Case type settings, as detailed in the following table:
Child case (Refund Processing) Parent case (Complaint Resolution) Complaint ID Case ID (pyID) Description Complaint Description Guest Profile Guest Profile Payment Transaction Payment Transaction Reservation Record Reservation Record Refund amount Compensation amount
Wait Step
- A Wait Step is added immediately after the Create Case Step, and it pauses the parent case until the child case is resolved.
Directions
- Open the Complaint Resolution Case Type.
- Configure duplicate case detection with the basic and weighted conditions, as detailed in the Acceptance criteria.
- At the end of the Intake Stage, add a Send Email Step that sends the email to the guest email address and includes the details detailed in the Acceptance criteria.
- Before the Coordinate with Partners Step, add a Create Case Step that creates a Refund Processing child case.
- Map the data from the parent case to the child case from Data propagation under Complaint Resolution Case type settings, as detailed in the Acceptance criteria table.
- Immediately after the Create Case Step, add a Wait Step that pauses the parent case until the child case reaches the Closure Stage.
- Save your work, and then confirm the behavior.
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