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Configuring case type settings

Updated on May 11, 2022

Better address the individual needs of your customers 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 as closely as possible.

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 the 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.

The following figure shows settings categories that you can configure for a case type:

Settings tab of a case type
Location of the Settings tab on the case type form
  • 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.

  • Configuring collaboration settings for case types

    Complete your case types faster by enabling collaboration tools such as Pulse messaging, case tagging and following.

  • 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

    Increase the efficiency of customer service and minimize the need for customer input by initializing data for new cases. As a result, your application preloads information that you might need at run time, such as location, and uses it to complete the fields when a case starts. For example, a case type for a mobile application that is available in only one city can use that city as the default location to provide a relevant offer. Loading data automatically for a new case saves time for citizen developers and for customers.

  • 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 default data sources

    Provide explicit sources of information for your cases by defining default data pages that an application uses to retrieve case information. When you expand your application by creating objects that interact with your case type or data object, such as case references, those objects load data from the data pages that you set as default. As a result, data management in your application is more transparent and easier to analyze.

  • 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.

  • Configuring 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.

  • Troubleshooting errors with email instantiation

    During email instantiation, some issues might occur that prevent case creation and, as a result, hinder the workflow in your organization. By troubleshooting errors with email instantiations, you increase the automation of case processing and deliver efficient software.

  • Standard rules used by email instantiation

    When you enable email instantiation for a case type, a set of rules and data instances are created. Although these rules are managed by your application, it is good to know how they are named and what functionality they provide in the event that you need to remove them or debug an issue.

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