Support for following users in the Pega Express and Case Manager portals
Valid from Pega Version 7.3
You can now follow users in both the Pega Express and Case Manager portals. Posts that are made by users whom you are following are displayed in your Pulse activity feed in your dashboard. In addition, an icon indicates whether followed users are online.
For more information, see the following help topics:
Enhancements to the Send Email smart shape
Valid from Pega Version 7.3
The following enhancements have been made to the Send Email smart shape:
- You can now configure the Send Email smart shape in Pega Express.
- You can use templates, such as a rejection template, in your email.
- You can use property values, which allow you to insert the value of a field in your case type, such as First Name, within the email.
- You can insert a link to the case ID in your email.
- You can more quickly configure your recipient list by using two options, instead of one, to send messages to either a list of email addresses or to fields.
- You can choose to send either all case attachments in an email, or you can send attachments of a specified attachment category or an attachment type field. You can specify multiple attachment categories and attachment type fields.
For more information, see the following help topics:
Multistatus case dependencies replace custom implementations
Valid from Pega Version 7.3
You can now quickly define a case dependency that supports variations of a resolved status, such as Resolved-Completed and Resolved-Rejected. Because the definition of a resolved case now includes all status values that start with the word “Resolved,” you can replace custom logic in your application with a Wait shape that you configure in a flow.
For more information about defining a case dependency, see:
- Pega Platform - Pausing a process in a case
- Pega Express - Pausing a process in a case
Cases no longer locked when followed
Valid from Pega Version 7.3
Work party properties of the type follower are no longer associated with the cases that you follow. Cases are no longer locked when you follow them, so now all users can follow a case. If you upgrade to Pega 7.3, you can run a utility to upgrade the cases that you are following so that they are no longer locked when they are followed.
For more information, see Upgrading cases and followers.
Send event notifications in Pega Platform
Valid from Pega Version 7.3
You can configure applications to notify users of case changes or other significant events that occur in an application. Use notifications to engage application users by providing key updates that might be of interest to them.
You can deliver notifications over the default web gadget and email channels or use a custom channel that you created. You can configure multiple web gadgets to display different kinds of notifications. The email channel supports notification frequency of instant, daily, or weekly.
Application users can set their own notification preferences in the run-time portals or override the set preferences for a specific case type instance.
For more information, see Sending event notifications and Management of user notification preferences.
New delivery method for Pega Survey
Valid from Pega Version 7.3
The functionality of Pega Survey is now provided by a standard ruleset in the Pega® Platform. This new delivery method keeps your survey capabilities in sync with the latest features and speeds up development because you no longer need to install or maintain a separate archive.
You must purchase a separate license to use survey capabilities in your application.
For more information about surveys, see the Pega Survey product page.
Adding a conversation to a case type
Valid from Pega Version 7.3
You can add a conversation that uses a messaging or voice application (for example, Facebook Messenger) as a channel for adding information to a case. You configure the messaging workflow as part of the case life cycle. At run time, a user working in the selected application sees (or hears) a series of questions that ask the user to enter information.
For more information about adding a conversation in Designer Studio, see Adding a conversation to a case type.
For more information about adding a conversation in Pega® Express, see Adding a conversation to a case type.
Improved interactions for email and Pulse
Valid from Pega Version 7.3
You can now continue a discussion that was initiated by email when you post a message to Pulse or reply to an email message. By providing a consistent thread of discussion in a case, you can keep stakeholders informed while allowing them to use the communication channel of their preference.
For more information about the communication interchange that occurs when you initiate a discussion, see:
- Pega Express 7.3 - Email instantiation
- Pega Platform 7.3 - Email instantiation
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.