Case Management Flashcards
What is a case type?
The model a company uses for there business processes.
What is a case?
A specific instance of the business transaction
What is the modelling technique referred to as?
Case life cycle design.
What is a primary stage?
A high-level phase in the life cycle of a case.
What is the happy path?
The path a case takes through the case life cycle that does no deviate from the primary stages.
What is a process?
A series of tasks, or steps that a user completes as they work a case.
What is a step?
Either a user action or automated action performed by the application.
What are 3 points to note regarding naming case life cycle stages?
Use a noun or noun phrase
Try not use more than two words
Use names that are most meaningful
What are 3 points to note regarding naming / creating process and steps?
- Use a verb + noun naming convention
- Limit the number of steps in each process to 5, give or take
- If more than 7 steps are needed, best practice would be to break up into other processes.
When would you use an alternate stage?
To organise process steps when a case does not follow the primary path.
What is an instruction in terms of Pega?
User is prompted for input in a user view i.e. bank details.
When modelling the life cycle what two things could a stage represent?
Transfer of authority
Significant change in the status of a case
When modelling the life cycle of a case what two things could alternate stages do?
Represent exceptions to the normal course of events
Be sequenced into primary stages
What type of step typically requires contextual instruction?
Collect information
What is a SLA?
Stands for Service Level Agreement which establishes a deadline for work completion.
What is a Goal?
Defines how long an assignment should take.
What is the deadline?
The amount of time the step or case may take before its too late.
What is passed deadline?
Defines when no further action can take place because the step, assignment or case is past the deadline.
How does the passed deadline interval differ from the goal and deadline intervals?
Goal and deadline intervals do not repeat.
How does the get next work function work within Pega?
Selects the case with the highest urgency first.
What variable in the assignment urgency calculation enables users to increment the service level urgency on a case-by-case basis?
.pyUrgencyAssignAdjust
What are two types of optional actions?
Process or user action
When would a user launch an optional process?
To update information in multiple steps.
When would a user do an optional user action?
To update information in a single user screen
