Introduction to case management

Use case management to deliver goal-oriented results by handling business cases from start to resolution and combining human actions with digital automations. In case management, you visualize your business process by including people, data, and actions, so that you can prepare a flexible path that leads to your objective. For example, you can model a process of approving candidates after reviewing job applications, from collecting documents from a candidate, through the job interview, to the final approval. Apart from designing the most common path towards resolution, in case management you can dynamically adjust your work to respond to changing circumstances. For example, your business process might include an additional job interview when this action is relevant to the current situation. With case management, you can successfully resolve business processes that follow an unclear or unpredictable workflow.

Pega Platform provides tools to implement case management as the way to meet your business objectives. You can create goal-oriented solutions by defining reusable templates for business processes that guide users to a successful resolution, but also provide flexibility for an appropriate reaction in changing circumstances. Make right decisions about the best course of action that leads to your defined objective by taking advantage of the following aspects of Pega case management:

Business process visualization: Users can better understand and analyze a business process through visualization. After creating a visual representation of the workflow, people, and data that the business process involves, users can follow the most efficient path to their business objective. Pega Platform provides an intuitive editor to define your business process in the way that reflects work that you need to perform. Through visualization, you can transparently communicate your business process to others, for example to stakeholders.
Goal-oriented business outcome: Users can focus on the crucial part in a business process, that is, reaching a specific goal. Users meet their business objectives by following a predefined path or by adjusting the sequence of actions to dynamically changing circumstances.
Support for non-linear business activities: Users can flexibly start supporting business processes that are most relevant to the current circumstances.
Ad hoc tasks: Users can go beyond the predefined order of assignments by creating dynamic tasks and assigning them to individuals. Adding instructions and setting goals and deadlines facilitates the assignment resolution.
Enhanced business flexibility: Users can move a business process to any passed or subsequent milestone for additional processing to ensure that the work is fully completed.
Transparency of information: Users have a clear view of how a business process reaches a certain point, even after re-routing and additional processing, by following an audit trial and analyzing changes of individual fields and values.
People-driven and collaboration-centric processes: Users can share progress and changes in business processes by using multiple collaboration tools, such as instant messages or documents, to speed up resolution and ensure that everyone has relevant information. To keep users well-informed, Pega Platform also offers notifications about various events in the workflow.

What to do next: Before you start delivering end-to-end digital solutions for your customers, learn how you can fully benefit from Pega Platform case management: