Pega Process Fabric Hub basics
In large enterprises, different applications handle different business operations. To complete a single business process, an employee must log in or switch contexts multiple times between the applications. This situation leads to poor employee experience, lack of cross-application workload visibility, and delays in achieving customer outcomes.
To solve this problem, you need to build a single application that can access the information from these distributed applications. But unfortunately, most of these applications exist in their own silos, which makes it difficult to share information between them.
Pega Process Fabric Hub
Pega Process Fabric is an architectural approach that provides features for connecting and orchestrating work from distributed applications across your enterprise without rearchitecting the existing structure of your business applications.
Pega Process Fabric Hub™ is the centralized application that aggregates tasks from distributed applications. Pega Process Fabric Hub helps you to unify, manage, prioritize, and automate tasks related to employees or users by using data from multiple independent applications running on different technologies. It promotes an ability to process assignments from one aggregated location instead of multiple separate applications by giving users a holistic view to help prioritize and coordinate assignment processing in the most efficient manner. Pega Process Fabric Hub seamlessly syncs up with registered applications and accepts all the assignments that the applications route to a specified user or work queue.
For example, U+ Bank, a retail bank has two applications:
- Pega Platform™ for credit card and loan applications.
- ServiceNow for complaint management and account opening applications.
Tasks go to a Worklist or Work Queue in each application, and analysts can perform those tasks by switching to or logging in to the independent applications that different URLs host.
Alternatively, U+ Bank can use Pega Process Fabric Hub to enable analysts to access tasks from disparate applications. By logging into the Pega Process Fabric Hub, analysts can complete tasks from all applications without switching contexts multiple times during the workday, which saves time and increases efficiency.
Process Fabric Hub architecture
Pega Process Fabric Hub uses open (REST) API architecture, which enables other open (REST) API-based applications to connect with the centralized Process Fabric Hub application. Process Fabric Hub relies on Case Types and Assignments and fetches data about Assignments that users complete as part of Case processing.
The central storage of Process Fabric Hub contains the following data: application registry, tasks of all registered applications, association of operator Work Queues, and NextBestWork/GetNextWork configuration.
The following diagram shows how Process Fabric Hub uses REST APIs to register and synchronize assignment data from remote applications and persist the data in central storage. The system uses the Process Fabric component to register or synchronize Pega Platform remote applications, while the external connector component works with non-Pega remote applications. The Configurator Persona is responsible for remote application registration. The User (Employee) Persona has access to a unified Worklist, or Next Best Work, and the Manager Persona has access to Insights.
Pega Process Fabric Application Registry
Pega Process Fabric Application Registry is a tool for registering and activating remote applications with Pega Process Fabric Hub by creating secure and reliable connections. Pega Process Fabric Hub uses open APIs so that other open API-based applications can connect with the centralized Pega Process Fabric Hub application.
The following figure shows two active registered applications in Process Fabric Hub:
Interwoven Worklists
Interwoven Worklist show all the Assignments that the applications registered to Pega Process Fabric Hub route to a specific user or Work Queue. By analyzing Interwoven Worklist, users can make informed decisions about which assignment to resolve next. Interwoven Worklist provides the necessary context for an Assignment, including the Case ID, due date, priority, and the application that routes the Assignment. After viewing details about the Tasks, users can decide on the most relevant Assignment to process next.
The following figure shows a list of Assignments in a worklist related to customer service and loan processing:
Pega Process Fabric Hub Insights
Pega Process Fabric Hub Insights is a tool for users with managerial roles that you can use to conveniently track the work progress across your organization. Pega Process Fabric Hub Insights lists all the assignments that Pega Process Fabric Hub fetches from all registered applications and to all Pega Process Fabric Hub users. With Pega Process Fabric Hub Insights, you can identify any bottlenecks in the workflow so that you can dynamically respond to issues, for example, by reassigning tasks to users with greater availability.
The following figure shows high-level Insights into the status of Assignments related to customer service and loan processing applications:
This topic gives an overview of Pega Process Fabric Hub. This topic highlights the how Pega Process Fabric Hub brings to together different applications in their own silos. This solution approach is explained in detail with the Pega Process Fabric Hub architecture. The topic then explains three key tools of the Process Fabric Hub through which the users can use and work on data from different distributed applications. These tools are:
- Pega Process Fabric Application Registry
- Interwoven Worklists
- Pega Process Fabric Hub Insights
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