Parallel flows
When you build a service request by using parallel flows, you create a specialized (parallel) flow for the external desktop and rebuild the UX to comply with the Pega Digital Experience (DX) API. You add the customized parallel process for an external desktop next to the existing process. Parallel processing gives a unified view of the case life cycle and its ability to run in different channels. For information about how to add a parallel process, see Adding a parallel process to a stage.
The code constructs for the parallel flow approach coexist in the same implementation application or ruleset as the service request. The parallel flow is invoked only when you render the service request on the external desktop. For additional information about rulesets, see Rulesets.
This design methodology is useful for building service requests with different business flows in different channels. For example, you might have two parallel flows: one for the DX CSR UI and another one for the DX self-service UI. In the CSR version of the flow, you might have more steps than a CSR can perform in the self-service version of the flow. The result is that in the case life cycle, there is a representation of the different business flows for each channel.
Advantages and disadvantages of using parallel flows
The following table lists the advantages and disadvantages of using the parallel flows design methodology:
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Advantage |
Disadvantage |
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Clear segregation of native UI and DX channels while leveraging the center-out business architecture concept. There is one unified view of the service request from the Case Designer with multiple parallel flows based on channels. |
Code duplication for flow rules and dual maintenance. |
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Applicable for use cases where service requests might have a very different business flow in DX channels than what exists in the Pega desktop or self-service. |
Cannot reuse existing flows for the Pega desktop and self-service that by Pega Case Management Edition offers. |
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Using a parallel flow with a different set of assignments compared to the existing case flow might break the omnichannel experience when you start a case in self-service and then resuming it in the external desktop, or start a case in the external desktop and resume it in self-service. |
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High level of effort in using this methodology for the implementors as compared to the Rebuild UX methodology. |
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