Controlling the workflow based on a business context for BAs

2 Tasks

15 mins

Visible to: All users

Beginner Case Management Constellation English

Scenario

When customers request roadside assistance, a Manager manually validates whether the customer is enrolled in roadside assistance coverage. To improve process efficiency, GoGoRoad stakeholders want to automate this step. To do so, they have agreed to the business requirement that GoGoRoad members must make all requests for assistance.

As a Pega Business Architect on the GoGoRoad project, you explain that the organization can automate manual decisions with decision shapes, such as validating membership with GoGoRoad. The business logic is in the decision shape, which controls the path of the workflow and improves operational efficiency.

Another Pega Business Architect on the project has already removed the Manager Persona from the Validation Stage, and configured the Approval Rejection Stage so that CSRs can enroll customers in a membership program with GoGoRoad.

User Story

As a GoGoRoad Manager, I want to automate the process of validating customer enrollment in the GoGoRoad roadside assistance program so that the request for roadside assistance is processed more efficiently.

Technical notes documented by the System Architect

• The Approve/Request Step is removed from the Validate request Process.
• The Validate request Process consists of a Validate request decision shape and a Change to Approval Rejection Step.
• The Validation Stage decision shape uses the following business logic:
  • If the customer is enrolled in GoGoRoad, the workflow continues on the primary path.
  • If the customer is not enrolled in GoGoRoad, the workflow continues to the Approval Rejection Stage.

The following table provides the credentials you need to complete the challenge:

Role	User name	Password
Business Architect	author@gogoroad	pega123!

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

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Challenge Walkthrough

Detailed Tasks

1 Add a Decision shape and change to a Stage to the Validate request Process

1. 1. In the Pega instance for the challenge, enter the following credentials:
      1. In the User name field, enter author@gogoroad.
      2. In the Password field, enter pega123!.
   2. In the navigation pane of App Studio, click Case Types > Assistance Request to open the Assistance Request Case Type.
   3. In the Validation Stage, hover over the Validate request Process, and click Configure process icon to open the Process modeler.
      
   4. Click Add a flow shape > Decision to add a decision shape to the Validate request Process.
      
   5. In the Decision shape, double-click the label, and then enter Validate request to replace the default label.
   6. Click Add a flow shape > Automations > Change to a stage to add a change Stage Automation.
      Note: By default, flow shapes are added to the center of the process modeler and may overlap. Move shapes as necessary to make the process easier to interpret.
   7. In the Change to a specific Stage Automation shape, double-click the label, and then enter Change to Approval Rejection.
   8. On the right, in the properties pane of the Change to Rejection Stage shape, in the Stage list, select Approval Rejection.
   9. On the Process modeler canvas, click the Validate request Approve/Reject shape, and then click the Delete icon in the toolbar to delete the shape.
      
   10. Right-click the Validate request connector that points to the ending shape, and then click Delete
   11. Click the connector coming from the starting shape.
   12. Drag an arrow from the starting shape to the Validate request decision shape.
       

2 Configure the Validate request decision shape

1. On the Process modeler canvas, click the Validate request decision shape to open the properties pane on the right.
2. In the properties pane of the Validate request decision shape, in the When list, ensure that Custom condition is the active selection.
3. To the right of the When list, click the Gear icon to open the Configure condition dialog box.
4. In the Fields list, click Fields > Customer (AR) > Enrollment.
   The value of the Comparator list defaults to is true.
5. Click Submit.
6. In the properties pane of the Validate request decision shape, in the Go to list, select [End].
7. In the Otherwise go to list, select Change to Approval Rejection.
   
8. In the upper-right corner, click Save to apply the changes.
9. In the header of the Process modeler canvas, click Stages & steps to return to the Case Life Cycle.
   

Confirm your work

1. In the Assistance Request Case Type, click Save and run to create a new Assistance Request Case.
2. In the Identify issue Step, select a Service type, and click Next.
3. In the Identify Customer Step, select [email protected], a customer that is not enrolled in roadside assistance coverage, and then click Next.
   
4. Advance the case past the Enter payment information Step to display the Prompt for enrollment Step.
   
5. In the upper-left corner of the Web Portal, click the Create icon to create a new Assistance Request Case.
6. In the Identify customer Step, select [email protected], a customer that is enrolled in roadside assistance coverage.
7. Advance the Case past the Enter payment information Step to display the Select services performed Assignment.
   

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This Challenge is to practice what you learned in the following Module:

• Controlling Case workflow for Business Architects v1

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Available in the following mission:

• Business Architect v6