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Adding a preconfigured step to a process

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You can add a step to a process that is preconfigured with functionality, such as sending an email or creating a case. By using preconfigured steps, you can design case types more efficiently.

The following tasks can help you add a preconfigured step to a process:

  • Attaching content to a case

    You can use the Attach Content shape to control the kind of information that is added to a case. By attaching relevant correspondence and documentation, you can centralize the supporting information for a case.

  • Attaching screen captures to a case

    To document values that users enter during case processing, create screen captures of user inputs, and then save the captures as PDF files. By documenting input values, you can understand how users interact with a case and, after case resolution, analyze the information that users provide.

  • Creating a contextual case

    You can use the Create case shape to create a case in the context of your current case. By defining relationships, you can share data among cases in your application.

  • Collecting digital signatures in a case

    You can use the Send via DocuSign shape to collect digital signatures for your case attachments. By automating the review process for documents, you can save time and resolve cases more quickly.

  • Finding duplicate cases

    Save time by identifying potential duplicate cases in your application and ensuring that each case represents a unique request. Potential duplicate cases match a set of required and weighted conditions.

  • Generating case documents

    To provide your stakeholders with crucial information about your business processes in an automated and convenient way, generate case documents as part of your case life cycle. You create case documents by using templates to ensure that you deliver relevant, required data.

  • Moving a case to a different stage

    You can use the Change to a specific stage shape to move a case to a different stage in the case life cycle or the Change to the next stage shape to move a case to the next stage. By revisiting or skipping a stage, you can support out-of-sequence processing in a case.

  • Pausing and resuming processes in cases

    For greater flexibility and improved case resolution, pause and resume processes when a case meets conditions that you define. When you create dependencies between your cases, the ability to pause processes can facilitate the resolution of complex cases that require other processes to end.

  • Persisting temporary cases

    Reuse business processes by persisting temporary cases into permanent objects in your database. By using this action as a part of your duplicate tracking logic, you can save resources and ensure that your application creates only unique, relevant cases.

  • Posting messages to a case

    You can use the Post to Pulse shape to add messages to the social activity stream of a case. By posting information as it becomes available, you can inform case workers and provide a visible discussion thread for stakeholders.

  • Preloading a data page

    You can use the Load data page shape to preload a data page that displays information to a user in a screen. By preloading a data page, you reduce the time that it takes for a screen to display information to a user.

  • Running a background process

    You can use the Run in background shape to start a background process, such as asynchronous processing or queuing items. The Run in background shape uses a Queue Processor rule for background processing.

  • Running a survey in a case

    You can use the Survey shape to collect information from a user who is processing a case. By providing a structured format for questions and answers, you can quickly incorporate user feedback into a case.

  • Sending event notifications from cases

    Notify users of your application about important case events by sending case notifications. You can send notifications when an event occurs in a case, for example, when the case reaches a particular stage. By defining different notifications in your application, you can communicate with stakeholders in a format that is specific to their channel, such as email, a web gadget, or a push notification.

  • Sending automatic emails from cases

    By using email, you can share information about a case with stakeholders and case participants. Add the Send Email shape to your business process, to control the number of recipients and the message format. For example, you can inform stakeholders about the approval of a job candidate in a hiring process.

  • Sending push notifications from cases

    To ensure timely resolution of cases, notify users of your application when a case requires action. By sending push notifications, you can inform users about events in a case at any time and place. Using an event-driven model to share information ensures that cases quickly reach their resolution.

  • Saving data in a data page as part of a flow

    You can save data that is in a data page to a system of record by including a Save Data Page smart shape in the flow of an application. By using this smart shape in a flow, you can save the data in an independent transaction, which enables the save data process to succeed or fail independently of the work item.

  • Updating case information

    You can use the Update Case shape to modify information, such as a description or priority, for one or more cases. By maintaining case information automatically, you can save time and resolve cases more quickly.

  • Defining the case life cycle

    Track and resolve your cases in a convenient and facilitated way by defining the case life cycle that represents a business model. You can define the life cycle as smaller modules that match the elements of your business process.

  • Creating a Microjourney for customer success

    Help your customers reach a successful resolution in their business processes by applying the Pega Express methodology while working on implementation projects through journeys and microjourneys. When you focus on one journey at a time, you not only improve how you address the specific needs of your customers, but also reach results more rapidly.


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