Business logic-based routing to process cases more efficiently
Valid from Pega Version 8.3
Process cases more efficiently by defining business logic-based routing options to route tasks to customer service representatives (CSRs) who have a specified availability or skillset. For example, you can ensure that a task is routed to a CSR with a high level of a German language if it is your business need. You can also create custom lists of operators and work queues to filter CSRs who can receive an assignment.
For more information, see Choosing an assignee at run time in Dev Studio, Choosing an assignee at run time in App Studio, Configuring business logic-based routing APIs.
Task board enhancements for improved tracking of tasks
Valid from Pega Version 8.3
App Studio and end-user portals, such as Case Manager, now provide an enhanced task board which helps you improve collaboration on task resolution. For example, you can create a checklist within a task, and then update the checklist to inform other users about the progress of the task. Attach content to a task to ensure that all users have the information that they need, and to make tasks more meaningful. Now you can also categorize tasks, and then filter them by category, to quickly access relevant information.
For more information, see Monitoring and tracking tasks in Dev Studio, Monitoring and tracking tasks in App Studio.
Default filter settings for Pulse feed sources
Valid from Pega Version 8.3
Set default filters for Pulse messages, so that users see only relevant posts. Users can temporarily change these settings at run time to view messages from different feed sources, and restore the default settings by refreshing the page.
For more information, see Adding a feed source for the activity feed.
Improved creation of When rules with the condition builder
Valid from Pega Version 8.3
Define conditions for When rules by using the condition builder view. You can create new or select existing values, and then group conditions with ANDs, ORs, or advanced logic. The condition builder does not support functions; the method for defining the conditions to use functions is the same as in the previous versions of Pega Platform™.
For more information, see Defining conditions with a condition builder, Defining conditions for a When rule.
Consistent search experience in App Studio
Valid from Pega Version 8.5
Pega Platform™ now supports a unified search mechanism in App Studio. Instead of manually locating a single item, such as a case type, a channel, or a data object, you can simply use the Search option in the navigation pane. You can also use Search in case types and personas landing pages, to conveniently access the information that you need, for example channels and case types associated with a persona.
For more information, see Plan your Microjourneys more conveniently in an improved Case Designer (8.5), Creating a Microjourney for customer success.
Support for advanced validation of embedded and referenced data
Valid from Pega Version 8.5
To help you define validation conditions for a broader range of use case scenarios, Pega Platform™ now supports stage entry validation for embedded fields in the form of a validation matrix. You can now define validation conditions for both field groups and field group lists, and easily navigate between them. You can also select any fields and when conditions while building a condition for both field-level and stage-level validation.
For more information, see Validating field values for stage entry.
Complete email and notification approval in App Studio
Valid from Pega Version 8.5
App Studio now supports complete email approval configuration directly in the Case Designer. Email approval settings now include composing a new message or selecting a template, saving templates to a library for future reuse, and adding attachments to an email. Additionally, you can now send the approval as a push notification to mobile users. With full configuration of email approval in App Studio, you save time and create unique and personalized email messages and push notifications in a no-code, intuitive way.
For more information, see Obtain approvals from email and push notifications from App Studio (8.5), Requesting approval by email and push notification.
Business logic routing of approval steps
Valid from Pega Version 8.5
Pega Platform™ now supports routing of approval steps by applying business logic, in both App Studio and Dev Studio. Business logic uses a set of conditions to determine the most appropriate worker to approve a case by routing the approval based on defined conditions. For example, in a loan request case, the application can route the approval step to a manager if the importance of the case is set to high. For greater accuracy, business logic can also use skill set, availability, and workload to determine the appropriate worker. With business logic routing, you increase work efficiency and speed up case resolution.
For more information, see Determine a relevant case approver by using business logic (8.5), Requesting approval from users.
Automated project estimation in App Studio
Valid from Pega Version 8.5
App Studio now supports estimating projects in an intuitive and automated way, so that you can plan your work with greater efficiency and accuracy. Estimations include the number of hours that you will need to deliver an application, based on multiple factors such as the delivery methodology, the number and complexity of features to implement, and the number of teams involved. After you provide the required data, the project estimator calculates the expected duration of application development. To share your project estimates outside Pega Platform™, for example with your stakeholders, you can also export estimates to an .xlsx file.
For more information, see Estimate projects automatically in App Studio (8.5), Estimating application development.
Enhanced application inventory to support features
Valid from Pega Version 8.5
Now the application inventory in App Studio also includes features that represent elements of your application to implement, such as language packs, along with personas and data objects. The inventory provides the option to add new features or reuse existing features from built-on applications. With the enhanced inventory, application development planning and tracking is faster and more intuitive because you can now easily check the features that your development team needs to implement. For greater clarity, the inventory supports different methods of grouping features, for example, by release or complexity.
For more information, see Managing application inventory.