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Adding an automated step to a process

Updated on November 22, 2021

Save time and design more efficient business processes by adding preconfigured steps to your case types. When you include a precofigured step in your case life cycle, you provide an automation that an application performs to bring a case closer to a resolution.

For example, you can include a step that automatically sends a notification to a manager when a case awaits approval.

For greater flexibility and efficiency, Pega Platform offers a wide variety of automations that you can incorporate into your case life cycle. To ensure that your application meets all of your business requirements, each step provides additional configuration. For example, for a preconfigured step that sends a notification, you can configure how your application determines the recipient and define the notification content.

You can add the following automations to your case life cycle:

  • Attaching content to a case type

    Facilitate business interactions and provide users with the supporting information for a case by attaching relevant correspondence and documentation to a case type. Use the Attach Content shape in design time to control the kind of information that case workers add to a case.

  • Attaching screen captures to a case

    To document values that users enter during case processing, create screen captures of user inputs, and then save the captures as PDF files. By documenting input values, you can understand how users interact with a case and, after case resolution, analyze the information that users provide.

  • Creating contextual cases

    To provide additional processing in your business processes, create a contextual case that starts when your current case is in progress. Creating contextual cases helps you deliver more granular and flexible applications. Instead of defining one long, complex case type, you can trigger a contextual case at an appropriate point in your main case type.

  • Collecting digital signatures in a case

    Enhance your business transactions with relevant information by electronically signing, reviewing, and sharing documents. When you integrate your case types with DocuSign, you can collect digital signatures for your case attachments, and as a result, automate the review process for documents and resolve cases more quickly.

  • Finding duplicate cases

    Save time by identifying potential duplicate cases in your application and ensuring that each case represents a unique request. Potential duplicate cases match a set of required and weighted conditions.

  • Generating case documents

    To provide your stakeholders with crucial information about your business processes in an automated and convenient way, generate case documents as part of your case life cycle. You create case documents by using templates to ensure that you deliver relevant, required data.

  • Moving a case to a different stage

    Customize the order in which a case proceeds by using the Change to a stage shape to move a case to a different stage in the case life cycle, or the Change to the next stage shape to move a case to the next stage. By revisiting or skipping a stage, you can support out-of-sequence processing in a case. For example, when a customer changes jobs during a loan request case, the case returns to a stage in which the case worker reviews the loan risk.

  • Pausing and resuming processes in cases

    For greater flexibility and improved case resolution, pause and resume processes when a case meets conditions that you define. When you create dependencies between your cases, the ability to pause processes can facilitate the resolution of complex cases that require other processes to end.

  • Persisting temporary cases

    Reuse business processes by persisting temporary cases into permanent objects in your database. By using this action as a part of your duplicate tracking logic, you can save resources and ensure that your application creates only unique, relevant cases.

  • Posting messages to a case

    Inform case workers about updates to a case and provide a visible discussion thread for stakeholders by posting Pulse messages to a case. By posting messages, you provide additional relevant information that enriches case processing and helps you move your cases faster towards resolution.

  • Preloading a data page

    Complete work faster by preloading data that your application displays to users during case processing. By preloading a data page, you reduce the time that an application needs to display information to users.

  • Running a background process

    Speed up case resolution and automate actions in your cases by running background processes. You can use the Run in background shape to start a background process, such as asynchronous processing or queuing items.

  • Running a survey in a case

    You can use the Survey shape to collect information from a user who is processing a case. By providing a structured format for questions and answers, you can quickly incorporate user feedback into a case.

  • Sending event notifications from cases

    Notify users of your application about important case events by sending case notifications. You can send notifications when an event occurs in a case, for example, when the case reaches a particular stage. By defining different notifications in your application, you can communicate with stakeholders in a format that is specific to their channel, such as email, a web gadget, or a push notification.

  • Sending automatic emails from cases

    By using email, you can share information about a case with stakeholders and case participants. Add the Send Email shape to your business process, to control the number of recipients and the message format. For example, you can inform stakeholders about the approval of a job candidate in a hiring process.

  • Sending push notifications from cases

    To ensure timely resolution of cases, notify users of your application when a case requires action. By sending push notifications, you can inform users about events in a case at any time and place. Using an event-driven model to share information ensures that cases quickly reach their resolution.

  • Saving data in a data page as part of a case life cycle

    Manage data in your application more efficiently by saving case data to a data page. As a result, you can save the data in a separate object, and then manage the data independently of the case. Consequently, you speed up your application development and promote reuse of resources.

  • Updating case information

    You can use the Update Case shape to modify information, such as a description or priority, for one or more cases. By maintaining case information automatically, you can save time and resolve cases more quickly.

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