Benefits of Case Management with Pega
Case Management is a software-based approach to helping people accomplish daily work and automating that work from end to end. Pega applications use Case Types to model repeatable business transactions that have a defined outcome. A Case Type is an abstract model of a business transaction, while a Case is a specific instance of that business transaction. Requesting automotive service is an example of a Case Type, while Nora requesting service when her car breaks down taking her kids to soccer practice is an example of a Case. Enabling Nora to access the service she needs to get her car back on the road is an exercise in Case Management.
Case Life Cycle design is the way to visually represent the Stages and Steps, People, Channels, and data of a Case Type as a flexible path toward meeting the desired business objective. Case Life Cycle design allows developers to see and interact with the business transaction the same way they think while automating the work from end to end.
As a Pega Business Architect, your role and responsibilities are largely an exercise in Case Life Cycle design. You transform the existing business process, or in some cases define a new business process, to harness the out-of-the-box automation and AI-based decisioning features as a Case Type in a Pega Platform™ application.
In this topic, you examine the benefits of Case Management with Pega.
The benefits of Case Management
Case Management delivers goal-oriented results by handling business cases from start to resolution by combining human decision-making with digital automation. For example, you can model the process of reviewing job applications, approving candidates, collecting relevant documents, managing the interview process, and submitting final offers.
Apart from designing the most likely path toward Case resolution, often called the "Happy Path," the Case Life Cycle allows you to dynamically adjust actions to changing circumstances. For example, your modeled interview process might include additional steps for a managerial position.
With Case Life Cycle design, you can successfully manage business cases that follow well-defined and variable end-to-end workflows.
Additional benefits of Case Management include:
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Flexibility at design-time: The workflow automation and AI-based decisioning features of Pega Platform provide application developers of all levels with the power and flexibility to design a Case Life Cycle that radically transforms any workflow.
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Flexibility at run-time: When a user works in a Case at run time, they can move a business process to any passed or subsequent Stage in the workflow to ensure that the work is fully completed and the strategic objective is achieved.
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Process visualization: During development, stakeholders are better able to understand the Case Life Cycle and the path each Case takes toward resolution when they can visualize the Stages and Steps defined to accomplish the strategic outcome.
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Goal-oriented outcomes: Case Types are focused on the most crucial aspect of a business process, achieving the strategic outcome.
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Collaboration tools: At design time, application developers have access to collaboration tools such as the Pulse message system to facilitate collaboration during application design and development. At run-time, end users can share progress and changes during their Case Management work. During a Case, end users have access to collaboration tools, such as Pulse, Notifications, or Documents, to ensure that stakeholders in the Case are kept up to date with relevant information.
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