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.
Each case life cycle consists of the following elements that you can iteratively define:- Stages that consist of processes
- Processes that consist of steps
- Steps that are either automations or user actions
Define the case life cycle by completing the following actions:
- Adding a stage to a case life cycle
Visualize main elements of your business process by adding stages to a case life cycle. By creating stages, you organize work into sequential and logical phases that lead to achieving a goal of your business process.
- Adding a process to a stage
Organize tasks that are related in your business model by adding a process to a stage. With processes, you can control who performs work on a case, in addition to how and when the assignee resolves the case.
- Adding a step to a process
Represent a single assignment in your business process by adding a step to your case. By adding a step, you define a task that a user, your application, or an external application performs to move a case closer to resolution.
- 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.
- 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.