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Understanding project roles and personas

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For the best user experience, define how users interact with your application by understanding what roles and personas your project requires. When you know who uses your application, and how, you can update the interactions to provide the most relevant content to users.

To enable customers to start using your application, define operators and access groups. By creating operators and access groups, you specify which elements of your application users can access. As a result, you ensure that every user can access only the features that are relevant to their role. You can increase efficiency exposing users only to data that they need, and improve workload management in your application.

  • Learning about operators

    An operator defines a unique identifier, password, preferences, and personal information for a user. Create operators so that people and processes can access your application.

  • Learning about access groups

    An access group is a group of permissions within an application. Pega Platform uses these permissions for operators, external system access, and background processes. You define an access group for operators who have similar responsibilities. For example, most applications allow case managers to do actions that are different from the actions of regular operators, so case managers and regular operators belong to different access groups.

  • Creating a team

    To increase productivity and facilitate distribution of the workload in your application development process, create a team. You can then assign work to team members, and speed up resolution of your cases by providing the team with collaboration tools.

  • Collaborating on cases

    Complete your Microjourney faster by providing collaboration tools for your application users, such as customer service representatives (CSRs). Through a transparent exchange of messages in an open discussion, CSRs can resolve cases faster and with better effect.

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