Case Management

DAY 2
Case Management
Agenda
Day 2
• Case Management
• Case Designer
• Stages
• Processes
• Steps
• Views
• Flows
• Flow actions
• Process Designer
• Case Wide Settings
2
UseCase
Consider Bank needs to design the flow of the application as follows.

Credit Card Approval is broken down into modules ie case types
Case Types
• Customer Information
• Background Verification
• Approval/Rejection
Case Types can be further broken down into stages – represent navigation of application.
• Customer Information
Stages
1. Personal Information – Stages Further divided into Processes or steps or flows.
Steps
• Family Details.
• Marital Details
• Check Existing customer.
2. Professional Information
3. Upload Documents.
• Approval/Rejection
1.Approved
2. Rejected
3
Case Management
Cases define work in PEGA. Case Types are breakdown modules of the application.
Case Management refers to Case Life cycle, settings throughout the entire application
development.
Case Lifecycle
Cases > Stages > Processes > Steps > Views
Case lifecycle includes various aspects such as following

1. Stages – Primary, Alternate and Resolution
2. Process – or Flows
3. Steps or Flow actions
4. Views
5. SLA – Service Level Agreement
6. Locking Concepts
And Many more..
4
Case Designer
5
Case Designer
Case Designer allows developer to design case lifecycle and configure various case-
wide settings.
1. Data Model – Displays properties associated with the case

2. Workflow – Allows us to design caselifecycle.
3. Views – Allows to reuse configurable UI or create new .
4. Settings – Configure various settings casewide level.
6
Stages
Stages
• Cases are decomposed into stages.
• Stages define the design of the
work flow of application.
• There are 3 types of stages.
• Primary stages
• Alternate Stages
• Resolution Stages
Types of Stages
1. Primary Stages – Allows to define the happy path or “Expected Path” (positive
scenarios) of work flow.
2. Alternate Stages – Allows to define the exceptional path (Negative scenarios) of
workflow
3. Resolution Stages – Need Resolution (Approval/Rejection) stages.
For More information, visit https://community.pega.com/knowledgebase/articles/rulesets-and-rule-specialization

7
Processes
Process define the flows which is collection of various steps such as

Assignment – To Collect information
Approve/Reject – Requires Manual Intervention to Reject/Approve Step.
Stages >> Processes
There are 3 types of processes configured within a stage.

1. Standard process – Creates new process within a stage runs in sequence.
2. Parallel Process – Creates new parallel process within stages but not run in sequence
3. Optional process – Not required process, but optionally run from actions
8
Steps
Steps define the sequence of actions that can be performed in a process. A Process can be a single
step or multi-step process.
Processes >>> Steps
Various types of steps can be configured within a process.
• Collect Information – Creates Assignment to collect details

• Approve/Reject – Approval/Rejection of flow & set status.
Its possible to configure single approval/multi level approval.
• Processes – Use existing processes.
• User Actions – Configure existing user actions.
• Utilities – Use predefined shapes to utilize the existing functionality.
9
Flows
A Flow Rule Is created whenever a new process is added to the Case Designer
Navigate to Process Category > Flow
Flows are advanced as steps are executed in sequence.
Flows allows to design the shapes & workflow of a case.
2 types of flows
1. Process flow
2. Screen flow
10
Flow Actions
Flow actions are used to perform actions on flows. They can be configured on flows and usually store
the sections.
Actions such as validation, authentication, section
Navigate to Process > Flow action
Flow action rule is automatically created when a step is added to the process.
There are 2 types of flow actions.

1. Standard flow action – Advance the flow to next flow.
2. Local flow action – Does not advance the flow for ex: popups, overlays etc.
Flow action should be called within

Connector properties from assignment
shape.
11
Views
User views allow configuration of basic fields to generate a user interface (Section Rule).
Section rule is created automatically when field is added to the view.
It is possible to reuse the existing aspects within the application such as
1. Fields
2. Views
3. Data Types
12
Process Designer
13
Process Designer
Process Designer
Process Designer enables developers to design the process in form of Flow
chart. It contains various shapes such as
1. Smart shapes
2. Advanced shapes
14
Case Wide Settings
General –
15
Case Wide Settings
User Actions – Restrict flow actions that can be taken throughout the case.
Attachment Categories – Create categories to store attachments.
16
Case Wide Settings
Case-wide supporting process – Process that run outside of casetype concurrently with the case.
Email instantiation – Run a process automatically when an email is received to below email account to create case.
17
Case Wide Settings
Goal & deadline – Timebound the casetype with ideal goal time & escalated deadline time.
Web Mashup – Generate Code to embed the pega application into a webpage.
18
Case Wide Settings
Locking – Optimistic (only One operator can make changes) and Optimistic (Whoever save changes, they are reflected)
Notifications – Email user when work is assigned to caseworker using correspondence template.
Send notifications about goal and deadline to mobile app.
19
Case Wide Settings
Work Parties – list parties (people or teams) associated with this application. Mainly used to configure contact information.
Specialization – Create circumstance versions based on property conditions.
20
Case Wide Settings
Track Duplicates – Add weighted conditions with weight. When sum of all conditions is greater than value, consider as
duplicate. (Accepts 1-100). Must match condition check matching with property values.
Validation – Configure validate rules when case is created or case is saved.
21

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How are cases structured and decomposed in PEGA?

What are the different types of stages in PEGA and what is the purpose of each?

DAY 2

Consider Bank needs to design the flow of the application as follows.

Case lifecycle includes various aspects such as following

1. Data Model – Displays properties associated with the case

For More information, visit https://community.pega.com/knowledgebase/articles/rulesets-and-rule-specialization

Process define the flows which is collection of various steps such as

There are 3 types of processes configured within a stage.

Processes >>> Steps

Various types of steps can be configured within a process.

• Collect Information – Creates Assignment to collect details

There are 2 types of flow actions.

Flow action should be called within

Attachment Categories – Create categories to store attachments.

Specialization – Create circumstance versions based on property conditions.

Validation – Configure validate rules when case is created or case is saved.

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