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Case Management

Suggest edit Updated on May 3, 2021
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Case management features help you enhance the resolution of your cases by providing efficient, intuitive, and time-saving solutions. Key enhancements in this release of Pega Platform™ focus on creating questionnaires in App Studio and connecting case types between remote applications.

By creating questionnaires in App Studio you can meet a wide variety of business use cases with the use of low-code solutions. For example, you can ask customers of a bank to provide detailed preferences about their financial operations when they open a new bank account, or you can ask guests of a hotel to rate the service after their stay. After users complete a questionnaire, you can conveniently reuse the collected data across your application. You can help users to complete questionnaires faster by prepopulating answers for specific questions if users have already provided the required data. To simplify questionnaire creation and management, and provide a familiar experience, creating questionnaires in App Studio relies on the case type creation process, as in the following example:

Creating questionnaires in App Studio
Questionnaires in App Studio

Another enhancement is remote case types, which accelerate case resolution because users can process cases from multiple applications in a single context, without logging in and out numerous times during a work day. For example, you can create a VIP financial operations application that gathers cases from other applications, such as Mortgage requests, Loan requests, and Insurance offers. At run time, users can use only the VIP financial operations application to create and resolve work from multiple remote applications, and as a result, increase efficiency and process work faster. 

For more efficient data management and accelerated case resolution, you can now apply data transforms in App Studio as part of a case life cycle. As a result, when users interact with a case, an application prepopulates selected data. For example, when a user provides a billing address in a shopping application, the case can use the same details as the shipping address. Similarly, you can initialize data at case creation so that users receive a case with prepopulated information when they start case processing.

Case management includes the following enhancements:

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