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Case and workflow views

Updated on February 7, 2022

A view is a reusable configuration of UI elements that you can use to build a modular, consistent, and intuitive work space with less effort.

When users work on a case, they interact with case and workflow views to gain insight into the case and perform their tasks.

You can inspect the views that each case type contains by reviewing the Views tab in the Case Manager. While the number and design of the views differ from case type to case type, the case user interface always comprises the following two types of views:

Case views
These views carry out their function at the case level and do not change when you progress the case through subsequent steps. For example, a summary pane that contains case details, such as operator ID or priority level, is a case view. Pega Platform provides a number of ready-to-use case views that you can customize to meet your business needs.
Workflow views
Unlike case views, these views work at a step level and represent work that the user needs to complete. Workflow views make up forms, and the application creates them automatically for every step in the case life cycle. For example, a data collection step might use a workflow view that contains multiple fields that the user needs to complete.
  • Creating views for case types

    Create personalized views for your case types to capture the data that the case requires to resolve your business processes. As a result, you improve the flexibility of your application and accelerate case resolution, because you can define specific fields that collect information for specific cases. By creating a view, you can also lower application development time and costs, because you can reuse views for multiple case types.

  • Configuring dynamic views

    You can configure dynamic views that your application displays when users proceed through a case. By changing the default fields in these views, you can customize the forms that users access when they create, update, or review the case.

  • Customizing a user portal in the phone preview

    Customize the look and feel of your application by editing the sections of various pages directly from the phone preview of a user portal.

  • Customizing the case details section

    Improve the usefulness of the case summary pane by adjusting the number of case details to include only necessary fields.

  • Adding tabs to the case details section

    Help users gain instant access to case-relevant information by adding supplementary tabs to the case summary pane.

  • Adding action buttons to a case header

    Create shortcuts to frequently performed actions in a case, by adding more action buttons to a case header.

  • Adding buttons to the case action header

    Enhance the case management experience by adding more action buttons to a case action header, to help users perform frequent actions without having to go through a number of menus.

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