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.
- 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
Increase the versatility of your Pega Platform application by creating a case by calling the create case microservice from an external application. Consequently, you improve the efficiency of your business processes and save time by automating case creation.
- 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.