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Creating and managing cases

Updated on March 29, 2022

Provide users of your application with the ability to manage work by creating, working through, and resolving cases in the portal that they log in to. For example, in a banking application, a CSR can create cases to open a new bank account for a customer or investigate and resolve a customer inquiry.

After creating a case, case workers can use additional tools, such as an option to follow and tag a case or the ability to process cases in bulk, which makes the processing more effective. You can also enable users to customize the dashboard that they see after they log in to your application.
Pega Platform offers a wide range of tools to help users manage and resolve work in a convenient and effective way. The availability of the tools varies depending on the portal that users can access. When you create a new application, Pega Platform automatically generates the first portal for you. Depending on your UI architecture, the default portals are called either the Case Worker and Case Manager portals for the Theme Theme UI-Kit applications, User Portal for Theme Cosmos applications, or Web Portal for Cosmos React applications.

Theme Theme UI-Kit applications

In the classic Theme Theme UI-Kit applications, with section-based architecture, by default, Pega Platform has two portals for the two most common roles: case manager and case worker. The Case Manager portal displays a case and all the nested subcases and tasks, as well as the associated users and roles. The Case Worker portal allows users to create and process cases that are assigned to them. The Case Manager portal allows users to monitor the case statuses for individual team members or a team queue.

A portal consists of pages that consolidate information for easy access. For example, a portal can include pages for Search, Tags, or Recently accessed items, which allow a user to perform their job more efficiently. The Case Manger portal additionally offers the Dashboard, Reports, and Following standard pages.

My Work page of the Case Worker portal
My Work view in the Case Worker portal listing the cases assigned to the user
Dashboard page of the Case Manager portal
Dashboard in the Case Manager portal in a Theme UI-Kit application

While you can use the default portals as-is in your application, some situations require that you customize the layout of the portal or the tools that you present to users. For more information, see Building portals and Organizing the contents of a portal.

Note: Pega Platform does not add new features for portals that you build in Theme Theme UI-Kit.

For more information about the types of applications that you can build in Pega Platform, see Theme UI-Kit, Hybrid mode, and Cosmos React (early adopter).

Theme Cosmos applications

In the recommended Theme Cosmos Pega provides a redesigned, fully-customizable UI in one portal that offers the most comprehensive list of features. For more information, see Enhance the case processing experience in Theme Cosmos applications (8.6).

For example, in the Theme Cosmos applications, you can use the preview pane to see the most important case information, collaborate by using Pulse, and interact with case widgets. You can preview cases and documents directly from their links and open related cases in new browser tabs to keep the context of your current work. You can conveniently switch between cases with your browser's back button and follow navigable breadcrumbs to trace relationship between related work. If you need to return to a task later, you can bookmark cases, new spaces, or important documents, and access them again in the Recents menu. You can maximize the work area by hiding Spaces and Documents sections, and expanding them only when necessary. An expandable pane on the right side holds tabs for metadata details and utility widgets, and case information is presented in the following ways:

  • The navigation menu on the left allows for easy access to the main pages.
  • Case data and related objects display in the Summary pane, which has a customizable interface.
  • The work area features activity and life-cycle tasks, such as ad-hoc, suggested, or completed tasks. Any collaboration or message history captured in Pulse also appears in the work area.
  • The expandable utilities pane displays widgets for participants, attachments, and tags.
UI of an example case created in User Portal
An example case created in a Theme Cosmos application

For greater flexibility and better user experience, you can customize User Portal for specific personas and enable case workers to personalize the case UI at run time. For more information, see Configuring portals, Organizing the contents of a portal, and Case views.

  • Out-of-the-box portal features for creating and managing cases

    Out-of-the-box features in portals help users plan work efficiently and complete common management tasks.

  • Creating cases

    Create and process cases in a portal, so that users can perform their work more efficiently and meet their business goals. For example, a customer service representative can create a case to collect and process information from a customer applying for a loan, and then resolve the case to achieve a specific outcome, such as granting the loan.

  • Transferring an assignment

    You can transfer an assignment from one user to another. For example, you can transfer an assignment to a team member with more experience or less workload. By reassigning work to other members on your team, you can also resolve cases more quickly and effectively.

  • Reopening a resolved case

    Reopen a resolved case if users resolved the case prematurely or erroneously. After reopening the case, you can process and resolve the case again.

  • Bulk processing

    Process cases in bulk to save time and resolve work faster. Bulk processing is less error-prone than individual case processing.

  • Following a case

    Follow a case to receive notifications when users post messages to the case in Pulse. By actively monitoring cases, you can contribute to stakeholder discussions and help resolve cases more quickly.

  • Managing case followers

    Ensure that relevant stakeholders participate in case discussions by controlling which users follow a case.

  • Case tagging

    You can use tags to classify, manage, and report on tagged cases in a preferred way. Using tags promotes flexibility and collaborative case management.

  • Dashboard management

    You can increase the productivity of your team by configuring a dashboard that consolidates and presents relevant data in the most convenient form. For example, you can design a workspace that includes a number of reports that help managers oversee work by displaying case status, sales data, and burndown report widgets.

  • Best practices for managing interactions between parent and child cases

    Understanding how to correctly handle parent and child cases is crucial to maintaining data consistency and ensuring accurate case processing, especially when interacting with parent and child cases on multiple tabs within the same user session.

  • Previous topic Extension points and supporting rules for attachments
  • Next topic Out-of-the-box portal features for creating and managing cases

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