SKILL
LESSON
Case management
introduction
A business view of work
Overview
Case management facilitates
resolving business processes and
guiding customer service
representatives (CSR) to the
information and tasks most relevant
to their roles in the case.
The Pega Platform™ allows you to
model, monitor, track, and manage
your business processes using a
visual representation of your
business cases grouped into related
tasks and stages.
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Case management
A transaction, or case, has a life cycle or a process that it flows through. This is called the
case life cycle.
You design the case life cycle based on tasks grouped logically and practically.
A case life cycle will have the following:
• Primary tasks
• Exceptions and errors
• Change of ownership
• Routing
• Collect and display information
• Approvals and rejections
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Case management
Pega provides an intuitive editor to define your business process in a way that reflects
the work that you need to perform.
• Users can focus on reaching a specific outcome.
• Users can model the business transaction.
• It handles business cases from the start all the way to the resolution.
• It combines human actions with digital automation.
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Case type elements
Case type
A case type consists of stages, processes,
and steps that the case worker completes to
resolve the case.
It visually represents a business process or
transaction.
It is a template for work that can be reused
for processing multiple instances of the
same business case, such as reviewing
applications from job candidates.
Case types define the path your work
follows, the people who are involved in
processing a case, and the data that the
case requires.
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Case
The case type defines a model of the
business transaction and represents the
executable code.
A case or case instance denotes the
runtime state of the business transaction.
• Unique identifier
• Status to denote position in the life
cycle
The case state is automatically persisted.
• Provides an audit trail
• Supports historical analysis through
reporting
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Stage
A stage is the first level of organization for the
tasks required to complete a work process.
Stages visualize milestones or significant events
in a case life cycle.
Stages can also indicate a transition of work
from one person to another.
Stages that are necessary to resolve a case by
following a default path are the primary stages.
Cases that alter from the default path may need
alternate stages.
The default is Create stage.
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Process
• A process consists of a series of tasks or steps and
visualizes a set of actions within a stage.
• Create a sequential process that is a basic set of tasks.
• Each stage can have multiple processes.
• A case moves to the next process when all the steps
from the previous process are complete.
• To speed up case processing, create parallel processes
involving more case workers simultaneously.
• Populate processes by adding steps.
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Step
Steps are the smallest elements of a case life cycle and represent single tasks or
assignments.
A step is a user action or automation that an application performs.
Cases include several different types of tasks, or steps, to be completed.
Step types include:
• Collect information, multi-step form
• Approval
• Change stage
• Send notification
• Create case
• Wait
• Robotic automation
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Case status
The case status informs users about the current state of a business process.
Changes to a case status convey information about the case's progress toward
completion.
Pega provides a pre-defined status:
• New, open, pending, and resolved
• Custom status values may be defined
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Case ID
The case ID is a unique identifier for each case instance and is automatically generated.
Case IDs help case workers distinguish between instances of different case types.
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Service-level agreement
The service-level agreement defines intervals or milestones in which work is expected to
be completed.
If not completed within the determined timeframe, the work priority can be increased,
and an escalation action can occur
Many organizations establish service-level agreements to enforce on-time performance.
These obligations range from informal response-time promises to negotiated contracts
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Approvals
Case approvals are decision points at which one or more users decide whether to
approve or reject a case.
Configure approvals by using the Approve/Reject step.
Define who is assigned to approve or reject the case when configuring.
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Routing
Assigns tasks to the operators with the required skills to complete them.
Work tasks may be directed to another operator or work queue explicitly, using business
logic or advanced routing rules.
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Best practices
Follow best practices to ensure that your case types follow the rules and policies that you
define for your work:
• A case design should be easy to interpret.
• Define a case life cycle that orders actions into a sequence.
• Use alternate stages to handle errors and exceptions.
• Ensure every case is unique by defining conditions that immediately evaluate whether
a new case is a duplicate.
• Avoid errors and speed up case resolution by assisting users when they provide data
for cases.
• Track changes that users make in cases.
• Create an archival policy for your cases. Archive inactive cases and remove them from
the database to a secondary storage.
• Ensure that users interact with relevant case data only. Configure case access settings.
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Skill mastery
You understand:
• Case Management
• A case and case type
• Case ID
• Case status
• Review service level agreements
• Review routing and approvals
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