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Mission

Case Management Foundation

13 Modules

13 Challenges

9 hrs 5 mins

Visible to all users
Beginner Pega Platform 8.4 Case Management English

Begin your journey to learn about Pega’s Case Management capability.

Defining a customer Microjourney

  • Module

    Defining a customer Microjourney

    8 Topics

    1 hr 5 mins

  • Learn how case types represent a customer Microjourney™ from beginning to a desired outcome. Design the life cycle of a case type as a series of steps...

Designing a case life cycle

  • Challenge

    Designing a case life cycle

    6 Tasks

    20 mins

  • The mayor of MyTown wants to increase resident engagement and improve the town’s responsiveness to issues raised by residents.

    To achieve this goal...

User guidance

  • Module

    User guidance

    4 Topics

    25 mins

  • Guide users through the case life cycle by identifying the current status of a case and adding instructions to enable users to complete assigned tasks...

Setting case status

  • Challenge

    Setting case status

    2 Tasks

    20 mins

  • After reviewing the progress on the service request case development, the MyTown mayor and the services coordinator see additional areas for...

Completing work on time

  • Module

    Completing work on time

    6 Topics

    40 mins

  • Set goals and deadlines on steps, processes, stages, and entire cases to enforce the timely completion of work.

Enforcing service-level agreements

  • Challenge

    Enforcing service-level agreements

    2 Tasks

    10 mins

  • You are developing an application MyTown311 to capture and manage requests for city services. Ensure that service request repairs are scheduled...

Routing assignments to users

  • Module

    Routing assignments to users

    3 Topics

    35 mins

  • Assign responsibility for completing a task to one or more users.

Routing work to users

  • Challenge

    Routing work to users

    4 Tasks

    15 mins

  • The MyTown 311 application allows residents to submit service requests. Specific members of the city government perform assignments in the Service...

Designing an approval process

  • Module

    Designing an approval process

    2 Topics

    15 mins

  • Configure an approval process to allow users to approve or reject tasks within the workflow.

Approving work

  • Challenge

    Approving work

    2 Tasks

    5 mins

  • The MyTown services coordinator wants to review all the repairs performed as a result of a resident service request. If the repair is satisfactory...

Sending emails during case processing

  • Module

    Sending emails during case processing

    3 Topics

    25 mins

  • Generate and send automated emails during the case life cycle to notify customers and users of changes to a case.

Sending emails during case processing

  • Challenge

    Sending emails during case processing

    2 Tasks

    20 mins

  • The mayor of MyTown wants users to receive email updates when the reported issue is resolved. 

    The following table provides the credentials you...

Identifying duplicate cases

  • Module

    Identifying duplicate cases

    4 Topics

    25 mins

  • Specify conditions that help identify potential duplicate submissions to avoid duplication and reduce inefficiency.

Adding a duplicate case type search

  • Challenge

    Adding a duplicate case type search

    4 Tasks

    10 mins

  • InsCorp wants to ensure that only one assistance request case is processed for each request. Customers sending assistance requests may have difficulty...

Creating and persisting temporary cases

  • Module

    Creating and persisting temporary cases

    3 Topics

    20 mins

  • Use temporary cases to save storage and improve system performance.

Creating and persisting temporary cases

  • Challenge

    Creating and persisting temporary cases

    2 Tasks

    10 mins

  • InsCorp learns that many customers begin service requests and partially fill out their information before abandoning the case. To avoid accumulating...

Adding optional actions to a workflow

  • Module

    Adding optional actions to a workflow

    3 Topics

    25 mins

  • Allow users to decide whether to perform additional actions on a case, such as updating account information or cancelling a case.

Adding optional actions to a workflow

  • Challenge

    Adding optional actions to a workflow

    2 Tasks

    5 mins

  • InsCorp wants to ensure that customers can cancel service requests at any time. Add the Cancel request process as a case-wide optional action to...

Automating workflow decisions

  • Module

    Automating workflow decisions

    2 Topics

    20 mins

  • Automate decision-making to reduce processing time and ensure consistency between cases.

Control the workflow based on business context

  • Challenge

    Control the workflow based on business context

    3 Tasks

    10 mins

  • When customers submit a request for roadside assistance with InsCorp, a customer service representative (CSR) manually validates whether or not the...

Skipping a process or a stage

  • Module

    Skipping a process or a stage

    3 Topics

    20 mins

  • Skip processes and entire stages that are not needed for a case.

Skipping a process based on business context

  • Challenge

    Skipping a process based on business context

    2 Tasks

    10 mins

  • Roadside assistance requests are covered for customers who have opted for the higher membership coverage level. Configure the Enter payment...

Creating a child case

  • Module

    Creating a child case

    2 Topics

    20 mins

  • Create child cases to model work performed by different parties, that follows different reporting options, that follows different reporting frames...

Creating a child case

  • Challenge

    Creating a child case

    2 Tasks

    10 mins

  • InsCorp is launching a roadside assistance service as a coverage option for automobile insurance policies. Configure the Assistance request case type...

Pausing and resuming case processing

  • Module

    Pausing and resuming case processing

    2 Topics

    20 mins

  • Enforce dependencies using the Wait step. The Wait step allows you to pause and resume case processing when the case meets conditions that you define...

Pausing and resuming case processing

  • Challenge

    Pausing and resuming case processing

    2 Tasks

    10 mins

  • InsCorp is launching a roadside assistance service as a coverage option for automobile insurance policies. During the Service stage, the customer...

Case Management Foundation

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