Case Management Flashcards
Case Management: Design - What are key concepts of Case Design?
Case Life Cycle
Case Criteria
User Context
Case Management: Design - What are key concepts of Primary Life Cycle?
Primary Flow
Alternate Stages
Transitions
Case Management: Design - What are parts of primary case flow?
Case Type Case Stage Process Step
Case Management: Design - When do you add a case stage?
Transfer of Authority
Change in Status
Case Management: Design - What are three types of steps in a case?
User Action
Automated Action
Change Stage Step
Case Management: Design - What is the purpose of an alternate stage?
Exception to primary flow
Can be sequenced into primary flow
Case Management: Design - What is the default behavior for stage transitions?
Continue
Case Management: Design - What are the criteria for creating a new case
New Case ID
New Transaction
Case Management: Design - What are key concepts of user context
Status changes
Instructions
Case Management: Design - What is the purpose of the case status?
Show case progress
Provides predefined status values
Case Management: Design - What is the purpose of instructions
Tell user how to complete assignment
field values used for multilingual support
Case Management: SLA- What are key concepts for SLAs?
Purpose of SLA
Stages
Configure
Urgency
Case Management: SLA- What is the purpose of an SLA?
Timely completion of case
Case Management: SLA- What is definition of an SLA?
Performance expectation
Case Management: SLA- What are stages of an SLA
Start of Service Assignment Goal Deadline Passed Deadline
Case Management: SLA- What is purpose of urgency?
Prioritize cases in Work List or Queue
Get Next Button
Case Management: SLA- When is urgency updated?
Starts at 10 by default Can be updated at Start of Service Goal Deadline Passed Deadline - iterative
Case Management: SLA- What is range of urgency?
10-100 or 0-100
Case Management: SLA- Where can an SLA be set?
1) Assign step
2) Case - Settings
3) Advance - in Dev Studio
- Passed Deadline Config
- Initial delay
- Increase urgency
Case Management: Control Workflow- What are key concepts of controlling workflow?
Optional Stages and Processes
Skip Stage or Process
Parallel processing
Decision Shapes
Case Management: Control Workflow- What are key concepts of optional processes and actions?
Purpose
Factors
When to use
Where to add
Case Management: Control Workflow- What it the purpose of optional process or actions?
Out of sequence
Case Management: Control Workflow- What are factors to consider when creating optional processes or actions?
any time actions?
is step needed?
is screen needed?
Case Management: Control Workflow- When should you use an optional action vs an optional process?
Process - many steps
Action - single screen
Case Management: Control Workflow- Where do you add optional processes or actions?
Optional Actions tab - case lifecycle
Case Management: Control Workflow- What is two types of optional workflows that could be added?
Case wide
single step
Case Management: Control Workflow- What is the purpose of skipping a stage or process?
To determine conditions when a stage or process should be run
Case Management: Control Workflow- What is the definition of parallel processing?
Multiple paths of execution
in any order`
Case Management: Control Workflow- Where do you set parallel execution?
In stage or process settings of case life cycle
Case Management: Control Workflow- What is the purpose of decision points?
Control execution path
Based on simple or complex logic
Case Management: Control Workflow- When do decision points run in workflow?
After decision step. They control workflow path based on an input value (simple) or conditions (complex)
Case Management: Routing- What is purpose of case routing
Efficient work
route to right party
Case Management: Routing- What are the different types of routing?
Current user Specific User Work Queue Business Logic Custom (Advanced)
Case Management: Routing- What are key concepts related to case routing?
Purpose Types Operator Records Configuring Approvals
Case Management: Routing- What information in a n Operator record can be used for routing?
org Work Group Work Queue Skills Calendar Absences
Case Management: Routing- Where do you configure routing?
Simple & Business Logic = Step
Custom - Dev Studio
Case Management: Routing- What are key concepts of approvals?
Purpose
Factors
Approval Types
Approval Shape
Case Management: Routing- What is the purpose of approvals?
Decision point in case flow
Case Management: Routing- What are type of approvals?
Single
Cascading
- Reporting Structure
- Authority Matrix
Case Management: Routing- What are factors for approval steps?
Who approves ( single multiple)
Levels of approvals
Handling rejections
Case Management: Routing- What are key concepts for approval shapes?
defaults (ACRR)
- Approval = Continue
- Reject = Resolve
Constraints - all approvers must approve to continue
Case Management: Routing- What are the available setting for cascading approvals?
One
All
Custom
Case Management: Case Hierarchy - What are key concepts for case hierarchy?
Rules
Rule Sets
Classes
Hierarchy
Case Management: Case Hierarchy - What is benefit of rules?
Can:
Version
Refactor
Delegate
Case Management: Case Hierarchy - What is definition of a rule?
Instruction for system behavior
Case Management: Case Hierarchy - What is a rule vs a rule type?
Rule type - abstract model, template
Rule - Instance
Case Management: Case Hierarchy - What is purpose of rule set?
Group rules
Form application or portion of
Case Management: Case Hierarchy - What is schema for rule set versioning?
Major version - Minor version - patch
Case Management: Case Hierarchy - What is a class?
Organize rules in hierarchy
Name space rules
Reuse at different levels of app
Case Management: Case Hierarchy - What are three primary rule classes?
Work - case processing, UI, workflow
Integration - integration with 3rd party sources
Data - Data objects used in app
Case Management: Case Hierarchy - What are key concepts of Class hierarchy?
Inheritance - parent child relationship
Rule naming
Case Management: Case Hierarchy - What are the naming rules for class hierarchy?
specific to general - case>org>industry>pega
Dash delimited
Case Management: Control Workflow - How do you configure skipping stages or process?
Use one or more when rules w/ bool conditions
Skipping Stage inverse of process
Stage never skips without condition
Case Management: Correspondence - What are concepts of correspondence?
Purpose Factors Partners Channels Templates
Case Management: Correspondence - What is the purpose of correspondence?
Timely communication
Consistent messaging
Case Management: Correspondence - What are the factors to consider when configuring correspondence?
Who
How (Channels)
When (Case Life Cycle)
Case Management: Correspondence - What the parties involved in correspondence?
Owner - creates case
Customer - on who’s behalf case is initiated
Interested Party - has stake in outcome
Case Management: Correspondence - What are four types of correspondence?
Email
Fax
Text
Letter
Case Management: How do you configure correspondence?
In case step
Case Notifications - when route to work queue or list
Using correspondence rule. Ex. Data-Corr-Email
Case Management: Correspondence - What can be inserted in a correspondence template?
Text
Properties
Rules - section or paragraph
Case Management: What type of routing should you use for each of the following: Language Specialization Based on expense level Based on multiple approval levels Based on a single approval
Language specialization = Custom routing
Expense levels = Business logic
multiple levels = cascading approvals
single approval = simple routing
Case Management: How to configure correspondence before a case step starts? (NOT COVERED IN COURSE)
Enable case type assignment notification
Dev Studio > Case Type > Notifications
Email must contain applicants name, loan office and loan amount. Content paragraph rule is used by other standard emails throughout org. How would you configure your email?
(1) Add applicant name, loan office and loan amount properties, and add paragraph rule
(2) Add placeholder text for name, office, and loan amount and add paragraph rule
(3) Add application name loan office and loan amount properties,a nd copy and paste paragraph to email
(4) Add applicant name, loan office properties. Include correspondence fragment that contains a link to the organization website page that contains loan conditions
(1) Add applicant name, loan office and loan amount properties, and add paragraph rule (Correct)
Case Management: What is relationship described by pattern inheritance?
Business relationship of classes
Case Management: How does directed inheritance differ from pattern inheritance
1) Directed parent class explicitly specified
2) Pattern using naming prefixes
Case Management: From which class does @baseclass inherit rules?
None
Case Management: What is difference between top level and child case?
Top level has no parent. Child has relationship with parent
Case Management: What are two ways to configure a wait step to pause a case?
1) Timed expiration
2) To Be Resolved Status
Adding instructions to a step:
1) Describes the business value of the step
2) Instructs Business Architects how to build the step
3) Describes to end user what should be done in the step
4) Defines what the step should do
3) Describes to end user what should be done in the step
When modelling life cycle of a case Stages represent:
Transfer of authority
Change in status
Case status is set at___________
The beginning of the step
Alternate stages represent:
Exceptions to primary workflow
Can be sequenced into primary flow
What type of step typically requires instructions?
Collect information step
How do you route work to a specific user?
1) Work Group
2) Work Queue
3) User
4) Manager
3) User
Assignment for Jewelry appraisals must go to skilled user. What type of routing do you use?
1) Route to manager for assignment and fast processing
2) Route to directly users who are members of group with skills
3) Route work to decision table that routes requests to work group with requisite skills
4) Route to work group who’s members have requisite skills
4) Route to work group who’s members have requisite skills
Home appraisal Co. has offices in different regions. Example home appraisers in Boston assigned to New England work queue. Which routing supports this requirement?
1) Route based on appraiser skills
2) Not possible to support requirement
3) Route assignment based on appraiser role
4) Route to correct work queue based on business logic
4) Route to correct work queue based on business logic
Match the following sets: Set A 1) Single approval routing 2) Cascading Approval Routing 3) Business Logic Routing 4) Custom Routing
Set B
1) Route candidate evaluation to reporting manager
2) Route expense report to department manager when exceeds $3200
3) Route job requisition approval to manager, senior manager, and director
4) Route request from customers who’s approved language is Spanish
Single = 1) Route candidate evaluation to reporting manager
Cascading = 3) Route job requisition approval to manager, senior manager, and director
Business Logic = 2) Route expense report to department manager when exceeds $3200
Custom = 4) Route request from customers who’s approved language is Spanish
Automating decisions based on business logic enables:
1) Application user to mark specific location for business expectations that may arise in case flow
2) Architects to spend less time building the application
3) Architects to improve performance of the application
4) Application user to focus on more nuanced decisions that require business expertise
4) Application user to focus on more nuanced decisions that require business expertise
Conditional paths in case life cycle are used to define____________.
1) Paths in the case life cycle that are followed based on the context of a parallel process
2) Sub processes that run in the context of a current case
3) Paths in the case life cycle that are chosen by a user at run time or are based on run time values
4) Sub processes that run in parallel with the current case
3) Paths in the case life cycle that are chosen by a user at run time or are based on run time values
Application references a date element found in the -Work class. How is the rule inherited by the application?
1) Direct inheritance
2) Pattern inheritance
1) Direct inheritance
You decide to check out a rule to edit. Another developer decides to use the same rule to run a test. What happens when app tries to run rule you checked out.
1) App cannot run. Rule is not available.
2) App ignores checked out version and uses previous version saved in rule set
3) App returns error and stops processing because rule is checked out.
4) App runs checked out version of rule
2) App ignores checked out version and uses previous version saved in rule set
Which requirement should be implemented with wait step?
1) Send email after user completes form?
2) Cannot proceed in expense report until manager approves request?
3) Cannot complete purchase on website until you complete new account sub-case
4) Need to pause a case until user signs document
3) Cannot complete purchase on website until you complete new account sub-case
Mortgage application - user creates loan request. In order to approve, loan officer must receive results of appraisal. How would you configure case types to reflect relationship?
1) Make both loan and appraisal peer cases
2) Make loan request parent and appraisal the child
3) Make appraisal parent and loan the child
4) Make mortgage a parent case, and loan and appraisal children
2) Make loan request parent and appraisal the child
