Table of Contents

Creating a case type

Save time when processing similar business operations by defining case types that are the templates for work in your application. By creating case types, you automate business processes and support the different paths that case workers can follow to resolve a case.

You can structure case types in a hierarchy to define parent-child relationships and share information among cases. To resolve a parent case, first resolve all of its child cases.

For example, you can define the following case types: Accident Claim, Vehicle Damage, and Bodily Injury.

A customer service representative (CSR) creates an Accident Claim case each time a customer reports an automobile accident. After your application verifies the customer's driving license and vehicle identification number, the system creates a Vehicle Damage case that is linked to the Accident Claim case.

The CSR decides whether the application needs a Bodily Injury case, based on information from the customer and the search results for similar cases. When other CSRs process the Vehicle Damage and Bodily Injury cases, the CSR enters funds payable and updated policy premium in the Accident Claim case.

A case manager then receives a notification that the Accident Claim is ready for review.

  • Creating a top-level case type

    Improve work processing in your application by creating top-level case types that visualize business processes. When you visualize a business process, you can conveniently divide the process into phases, and then track and manage work with greater ease.

  • Creating a child case type

    Create child case types to ensure that users of your application address all elements of a complex business process before resolving the case. When you supplement your business processes with child case types, you create dependencies that these case types represent.

  • 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.

  • Reclassifying a case type

    Classify an existing case type as a child of another case type to save time and resources.

  • Deleting a case type

    Delete a case type in your application when it no longer models your business requirements.

  • Renaming case types

    Reflect changes to your business requirements by updating the name of a case type.

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