As a Pega Business Architect, understanding Pega's out-of-the-box features for controlling the workflow allows you to design for multiple pathways...

Create child Cases to model work that different parties perform, work that follows different reporting options, work that follows different reporting...

Learn how to configure various aspects of the Pega Customer Service™ UI. Customize the layout for a service case, add a field to display, and modify...

Test application functionality that returns an error or incorrect result to debug issues and identify an appropriate resolution path.

Decision tables and decision trees are fundamental to enforcing business decisions. Decision tables are a helpful approach when you must test the...

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...

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

Set a passed deadline interval with both Urgency adjustments and escalation Actions to drive late work to completion.

Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.