Case Management Overview

Model, track, and manage your business processes with Pega Platform™ Case Management. By creating a visual representation of your business cases and grouping related tasks into stages, you can easily monitor how and when the tasks are completed.

A case, which represents a business process, is made up of many stages, processes, tasks, policies, and supporting content. The case as a whole continues to change throughout its life cycle due to internal and external events. Depending on the context of the case, individual tasks, processes, or stages can be resolved by different customer service representatives (CSRs). This flexibility helps you achieve your goals in the most effectiveway.;

What is Case Management?

Processing cases with Case Management increases efficiency, consistency, and the visibility of case processes, which decreases costs and improves quality. Accordingly, Case Management supports the way that CSRs work with case timelines and relevant context, such as documents and attachments. Case Management facilitates resolving business processes, and guiding CSRs to the information and tasks most relevant to their roles in the case. With personalized event notifications, spaces, and Pulse, CSRs can collaborate, ensuring that every case worker is well-informed about a progress in a case.

Design-time possibilities

Case life cycle design

Facilitate the resolution of cases by creating reusable templates for business processes, which are case types. With the Pega Case Designer, you design your application by describing the stages within a case type, then define the steps or processes that happen in each stage when the case is processed through its life cycle. This provides an easy way to capture objectives in a single view that all case participants, from application designers to executives to end users, can use to understand how a particular case type works and progresses. For more information, see Defining the case life cycle in Dev Studio, Defining the case life cycle in App Studio.

Maximize efficiency during the case life cycle by implementing the following features:

  • To support and facilitate resolution of more complex cases, create a hierarchy of parent-child cases. Organize smaller processes into child cases that need to be resolved for a parent case to reach its end.
  • To ensure that a task is routed to an appropriate CSR, define routing for assignments. You can assign the task to a work queue, worklist, or a specific CSR, or you can define routing logic that chooses the assignee at run time.
  • To support a timely case resolution, define service-level agreements (SLAs) for a case type or specific stages or tasks within the case. Enrich the SLAs and make them more effective by adding escalation actions.
  • To increase automation, implement rules-based contextual processing that ensures that the most appropriate policies and procedures are selected for each case. The rules-based contextual processing supports work automation and routing, in turn reducing the number of manual exceptions.
  • To allow CSRs to collect information and feedback from end-users, design surveys. Supplement the surveys with multiple types of questions, such as a text box, a slider, or a radio button matrix.

Case Designer

Case Designer is a tool that helps you create case types and define their case life cycles. Case Designer is organized into the following tabs:

  • Data model where you define data that you want to use in a case, such as client's address or phone number.
  • Workflow that is a graphical and interactive representation of a case life cycle. The graph is divided into stages, processes, and steps, and might include alternate stages. You can add, modify, or remove these elements directly on this tab.
  • Views where you define user interface with which CSRs and end users interact.
  • Settings where you can define case options, such as email, push notifications, and SLAs.
  • Test cases where you can test your case types. This tab is only available in Dev Studio.

Run-time possibilities

The powerful, intuitive Case Management user interface provides managers and CSRs with the following features that they need to ensure maximum productivity while resolving dynamic, ad hoc, collaborative, and highly contextual cases:

  • Comprehensible view of tasks that are currently assigned to a CSR
  • Document support with which CSRs can add, download, modify, and collaborate on documents. You can create or attach documents, upload local files, attach URLs, and reference documents from third-party repositories.
    • Collaborative tools such as spaces or Pulse that provide the following options:
      • CSRs are informed of the status of work on cases that colleagues are doing
      • Multiple CSRs can work simultaneously on a case without redundancy or conflicts
      • Web access allows third-party users to collaborate on cases
    • Visible, actionable, and auditable actions that include the following elements:
      • Audit trail that logs all system and user actions
      • Records of the specific policy applied at every step
      • Operator-specific graphical dashboard
      • Extensive standard reports
      • Custom report creation via the reporting wizard that can be exported to Microsoft Excel for further analysis
    • The ability to create ad hoc work that adds or changes the expected process based on unexpected business events or requirements
    • A facility that allows CSRs to incorporate ad hoc work back into the process

    Case Manager and Case Worker portals

    The Case Manager portal offers an array of tools and context that you can use to efficiently manage numerous cases and their assignments, while the Case Worker portal helps CSRs focus on their individual assignments. Graphical representations of workload levels and work rates help CSRs understand priorities and give managers insight into performance. Also, the portals offer collaboration tools, such as tags, Pulse, documents, and spaces, where users can share information, track the progress of cases, and collaborate.

    Federated Case Management

    The Federated Case Management (FCM) product enables you to connect Pega Platform applications with one another. Each local application processes and maintains its own cases and data, and publishes data to a centralized database, the Federated Case Management Repository (FCMR). This allows design-time developers and CSRs to create and work on cases processed in another Pega Platform system.

    Important terminology

    • Case: Top-level case under which all other elements are nested including subcases, processes, and content/attachments.
    • Case Type: A reusable template of a business process that defines the unique processing behavior and content of a case.
    • Content: Structured or unstructured documents containing information relevant to the case.
    • Child case: A dependency of a parent case. Child cases need to be resolved before the resolution of a parent case. A child case might also be a parent to another child cases.
    • Process: The entity that contains the rules and the order of completion for the nested items within a given case.
    • Stage: In a Management application, a stage is a first level for organizing the tasks required to complete the work associated with a case. For example, you can use a checklist to capture the large, and then small, tasks needed to complete a job or project. That checklist is similar to a stage.
    • Step: Represents a task that is completed in a stage. A step can range in scope from a single assignment to a complex, multi-step process.
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