Configuring case type settings
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.
- 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.
- 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 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.
- Initializing data at case creation
Automatically load data for a new case by configuring data initialization for a case type. For example, a mobile application uses a customer's location data to provide products that are available in the customer's area. As a result, customer service is more efficient because the customer does not need to manually provide additional information each time they use the app.
- 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.
- 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.
- Notifying participants about events
Escalate expired service-level agreements and highlight cases that require immediate action by sending email and push notifications to case participants. You can use push notifications for mobile devices, and set up email notifications for all devices that support email. As a result, you ensure that business processes reach resolution within the defined time frame.
- 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.
- Predicting case outcomes
Meet your business goals and optimize the way your application handles work by using predictions in your case types. You can add more than one prediction to a case type to predict various outcomes, such as the probability of a successful case resolution or the probability of fraud.
- 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.