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Configuring case type settings

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Help your customers achieve success, and better respond to their individual needs, by configuring case types that precisely reflect their business processes. To provide the most efficient solutions for your customers, configure their case type settings to meet all of their requirements.

When you properly configure case type settings, you ensure that users of your application have all the tools that they need to successfully resolve their work. For example, you can define various case participants and their roles in a Microjourney. By adding categorized attachments, participants can provide meaningful data and information necessary to resolve a case. To save time and improve efficiency, you can also enable automatic case creation and sharing of data between cases.

  • Configuring general case type settings

    Configure general case type settings, such as customizing a case icon or changing a case ID format, to adjust cases to your unique business needs.

  • Sharing data between parent and child cases

    For greater automation of your business processes, you can share data among the cases in your case hierarchy. When you reuse data between parent and child cases, you increase efficiency, improve data consistency, and as a result, resolve cases faster.

  • Configuring case creation

    You can control when cases are created by configuring one or more creation methods in a case type. By default, users can manually create top-level cases only.

  • Creating a case by using an API

    The Generate create case microservice code option opens a dialog that contains the information that you can use in a Pega API call, to call the create case microservice from your external application. Calling the microservice enables you to create a case from the external application.

  • Defining case participants

    Identify the people, businesses, and organizations that receive case notifications by defining case participants. For example, you can create a group of customer service representatives so that they can receive notifications about new assignments and upcoming goals and deadlines.

  • Notifying participants about events

    Escalate elapsed service-level agreements and highlight cases that require action by enabling email and push notifications for a case type. You can use push notifications for mobile devices, and set up email notifications for all devices that support email.

  • Enabling field-level auditing

    Maintain case compliance and follow progress in your case types by enabling field-level auditing. When you enable fields for auditing, users of your application can conveniently track how values have changed, such as an estimated end date, so that they can plan and process work more efficiently.

  • Managing concurrent access to a case

    Improve efficiency of your business processes and ensure that users can bring a case to a successful resolution by setting a locking strategy for parent case types to reduce the risk of losing updates to cases that users make simultaneously.

  • Creating temporary cases

    To resolve unique cases that you do not intend to persist, and to save database resources, create a temporary case. For example, you can create a temporary case that tracks the delivery status of a package. This case is useful when customers want to know when their package arrives, but after the customer receives the package, you do not need to persist the case.

  • Configuring Pulse for case types

    Provide case workers, such as customer service representatives (CSRs), with a collaboration tool for open discussion of their work, by configuring Pulse. To accelerate case type development, configure Pulse directly in the case type settings.

  • Including indexed data during case search

    Enable search for a case type to ensure that users can find cases based on any text, partial or full, that matches indexed case data.

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