Conversation
HCLTech
NL
Last activity: 20 Oct 2025 10:34 EDT
Implementing Advanced Customer Search and Case Management Outside Case Context in Pega Constellation
We have a use case where a user needs to perform a customer search using advanced parameters such as Name, ID, and Email. This search is executed via a System of Record (SOR) API.
Once the search results are returned, the user can select a specific customer (e.g., "John Doe") from the list. Upon selection:
- The system displays additional customer details
- Information from 3–4 different SORs is retrieved via APIs and presented under multiple tabs (e.g., Profile, Accounts, Transactions)
- A list of Pega cases associated with the selected customer is shown, including case status and links to open each case
- There is also an option to create a new case for the selected customer, if needed
While this flow can be implemented within a case using the Advanced Search and Select pattern, where duplicate cases can be marked and work can continue on existing ones, in this scenario the requirement is different:
The entire flow should happen outside of a case context, and a case should be created only when necessary. If a relevant case already exists, users should be able to work on it directly without initiating a new one.
Can this approach be implemented using Pega Constellation? I’d appreciate your guidance.
Pegasystems Inc.
PL
@Mohan Rao Alladi There are couple of different things that you would need to combine to implement such use case: - firs combining multiple APIs to take data. Please see this article how to configure infinite loading https://support.pega.com/discussion/infinite-scrolling-constellation-ta…? and here https://community.pega.com/conversations/user-experience/advanced-searc… - then to create a case with relation to data found you can use Actions available on Data objects. It will render as three dots menu icon where you will be able to launch local actions that in turn creates a case with relation to data object
Pegasystems Inc.
GB
@Mohan Rao Alladithe business outcome you mention is already catered for in Constellation OOTB.
@Mohan Rao Alladithe business outcome you mention is already catered for in Constellation OOTB.
- Constellation provides for easy configuration of Landing Pages. So you'd create a landing page that shows Customer Records, likely with a Promoted Filter to allow "searching"
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- Clicking on a record, you'd open the "full page view" of that Customer (data object), which could have any number of tabs and list views (sourced from your 3 or 4 SORs). The advantage here, is by using full page view of the data object, and the tabs, you can defer that load so you don't have to open all that information at once.
- From that Customer (data object) you can take any action or create a case.
As @Kamil Janeczek said, you're combining several concepts here. If you are new to Constellation, some are new
- Landing Page (Channels and Interfaces)
- List View (or Insight) on Landing Page with filters
- Full page view of data object (Data Designer > UX Tab)
- Actions on data (Data Designer > Actions tab)
Variation for UI requirements
In your image, it would seem this was done in isolation of understanding the Constellation Design System. Trying to replicate this OOTB could be tricky, I would go with the above. However, you could create a single landing with all the items you specify, it would be trickier as you'd have to pass all the information from the promoted filter down to each List View / Insight you put on the landing page.
- Where you would most likely struggle is the create case, in context of what was searched. We provide a Create Case Widget but it has no notion of context, so which Customer you had filtered would not be passed on.
Again, I'd go with the OOTB approach to navigating to, and viewing Data Objects provided above. Along with the OOTB actions on data.