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Creating work

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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 to reach a successful outcome in their Microjourney.

Improve the efficiency of case workers when they process a Microjourney by providing additional tools, such as an option to follow and tag a case or the ability to process cases in bulk. You can also customize the dashboard that users see after they log in to your application.

  • Creating cases

    Meet your business goals by creating cases that users of your application, such as customer service representatives (CSR) resolve to achieve a specific outcome. When you create a case, you ensure that CSRs can perform their work by collecting and processing information from customers.

  • Transferring an assignment

    You can transfer an assignment from one user to another. By reassigning work to other members on your team, you can resolve a case more quickly.

  • Reopening a resolved case

    You can reopen a resolved case if the case was resolved prematurely, or erroneously. After a case is reopened, the case can be processed by a user or a flow and resolved again.

  • Bulk processing

    You can use the Bulk actions form in the Case Manager portal to process more than one case at a time. Bulk processing saves time and is less error prone than processing cases individually.

  • Tagging a case

    You can associate a tag with a case. A lock is not required to tag a case. You can tag a case regardless of the case's current status.


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