Federating work with Pega Case Fabric

Pega Case Fabric registers participating applications and synchronizes their Cases, Assignments, operator mappings, and Work Queues. The Pega Agentic Process Fabric Hub consolidates distributed work in the Interwoven Worklist, supports cross-application search and access, prioritizes Assignments by using Next Best Work, and provides workload visibility in Pega Case Fabric Insights. The connected applications retain Case processing and authoritative business data. 

Pega Case Fabric includes the following features: 

• Application Registry: Registers and manages participating Pega applications and supported external applications. External applications might require registration APIs, data synchronization APIs, or a custom connector 
• Assignment publication: Connected applications publish open Assignments that   route to specific users or Work Queues. Pega Case Fabric presents the published Assignments in a consolidated experience 
• Interwoven Worklist: Provides a consolidated list of Assignments from the current user’s Worklist and the Work Queues that the user can access 
• Case access and search: The My Cases landing page provides access to relevant Cases. The search gadget finds Cases and Assignments across applications connected to Pega Case Fabric and supports filters such as work status, item type, and update time 
• Next Best Work: Prioritizes work across applications. The Next Best Work algorithm calculates a score by multiplying the Assignment Urgency by the weighting of the routing application 
• Insights and dashboards: Insights provide analytical information from registered applications and help managers monitor organizational workflow 
• API and connector support: Registration APIs, data synchronization APIs, and custom connectors support integration with remote applications. Pega Digital Experience API (Pega DX API) can expose Interwoven Worklist and My Cases data to other applications 

Pega Case Fabric Personas define responsibilities and access to functions such as application administration, configuration, Assignment processing, and Insights.

Connected applications remain responsible for their business processing and for publishing Case and Assignment data to Pega Case Fabric. Pega Case Fabric stores and presents the published data for consolidated access and processing. The Pega Agentic Process Fabric Hub federates and coordinates work rather than replacing the connected applications. 

Pega Case Fabric provides a federation layer that consolidates Cases and Assignments from connected applications while source applications retain ownership of their Cases, business Rules, and Case states. 

Set up Pega Case Fabric, register and secure the participating applications, and prepare the producer and consumer applications for the required coexistence scenario. Where applicable, enable unified Worklists and Work Queues and grant users access to the appropriate Work Queues. 

Producer applications expose Cases and Assignments, while consumer applications process remote work. Configure Worklists, Work Queues, and application weightings to support work distribution and prioritization. 

In the following figure, the configuration results in the Next Best Work algorithm giving the highest importance to the Complaints application that has the highest weighting:

Apply the following design considerations when: 

• Preserve ownership:  Keep authoritative Case states and business processing in source applications. 
• Define application roles:  Identify producer and consumer applications and document Case Type ownership. 
• Secure access: Align authentication, Access Groups, privileges, Work Queue access, and administrative responsibilities. 
• Limit shared data: Share only the information required to discover, prioritize, and process remote work. 
• Plan the user interface: Account for Pega Constellation™, Theme Cosmos, and UI Kit requirements. 
• Design for dependencies: Define timeout, failure, recovery, and monitoring behaviour across connected systems. 
• Manage volume and retention: Plan for Assignment volumes, filtering, retention, and archiving. 
• Prepare for upgrades: Externalize environment-specific settings, credentials, and endpoints, and back up affected configuration before upgrading.

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