Table of Contents

Case management


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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 effective way.

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.

  • Introduction to case management

    Use case management to deliver goal-oriented results by handling business cases from start to resolution and combining human actions with digital automations. In case management, you visualize your business process by including people, data, and actions, so that you can prepare a flexible path that leads to your objective.

  • Automating work by creating case types

    Complete your Microjourney and meet your business goals in a convenient, time-saving, and automatic way

  • Creating work

    Provide case workers, such as customer service representatives (CSRs), with the possibility of managing their work by creating, working through, and resolving cases. When resolving work, customers can use Pega digital solutions

  • Completing work on time

    Enforce the service-level agreements (SLAs) that you make with customers and stakeholders by creating goals and deadlines for case workers. By implementing SLAs, you make a commitment to your customers and agree on a timeline for delivery of your projects.

  • Managing work across your team

    Achieve the best results while processing your Microjourney by efficiently managing work across your team.

  • Engaging and notifying stakeholders
  • Empowering knowledge workers

    For dynamic case management, modify your Microjourney to meet the unique needs of your customers by providing users of your application with tools that they can use in specific situations. When you empower knowledge workers with functionalities that they need to dynamically respond to changing situations, you ensure that they can perform relevant actions in every case.

  • Enriching cases with external data

    Expand your Microjourney to take advantage of functionalities outside of your application, by connecting cases to external data sources. By enriching cases with

  • Designing surveys

    Gather information quickly from users while they process a case by designing a survey. When users complete a survey,

  • Securing case access

    Improve the security of your Microjourney by configuring case access. When you define what case types and attachments a user can view and edit, you ensure that only the appropriate case workers can acquire specific information about your business processes.

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