Case management
Model, track, and manage your business processes with Pega Platform™ case management. By creating a visual representation of your business cases and grouping related tasks into stages, you can easily monitor how and when the tasks are completed.
A case, which represents a business process, is made up of many stages, processes, tasks, policies, and supporting content. The case as a whole continues to change throughout its life cycle due to internal and external events. Depending on the context of the case, individual tasks, processes, or stages can be resolved by different customer service representatives (CSRs). This flexibility helps you achieve your goals in the most effective way.
Processing cases with case management increases efficiency, consistency, and the visibility of case processes, which decreases costs and improves quality. Accordingly, case management supports the way that CSRs work with case timelines and relevant context, such as documents and attachments. Case management facilitates resolving business processes, and guiding CSRs to the information and tasks most relevant to their roles in the case. With personalized event notifications, spaces, and Pulse, CSRs can collaborate, ensuring that every case worker is well-informed about a progress in a case.
Figure: A business process of reviewing job candidates presented in Case Designer
