Correspondance

Question 1

What is a correspondence?

Answer 1

Correspondence refers to letters, email messages, Fax , and SMS text messages that PRPC applications send to interested parties while a case instance is being processed.

• who to send the correspondence to
• what to send
• correspondence types: email, Fax, mail or phone text (SMS).

In PRPC, correspondence is part of the Process category and is an instance of the “Rule-Obj-Corr” rule type.

Question 2

Message sending process representation in Pega?

Answer 2

1. The recipients: work parties or the email ID itself as that can be typed in certain configurations. If the recipient is internal to the system, the email address is stored in the operator record.
   
   2. The Sender information is stored in an “Email Account” rule. This rule holds account information. A single account is used to send multiple emails.
   3. The message itself is created from a “Correspondence” rule, which dictates the actual content and layout of the email body. Correspondence rules can also contain smaller, reusable “Correspondence Fragment” rules and/or “Paragraph” rules.
   4. On the delivery front:
      
      • Assignment: for task-driven notification, set up on notifications tab.
      • “Send Email” smart shape after the assignment shape in the flow rules.
      • In SLA - Reminders are set at the SLA level. That is, when the goal or deadline of a service level agreement has been reached, a notification email is sent out. This is done using an “Escalation Actions”.
      • Send Correspondence: Ad-Hoc emails are typically sent using the out-of-the-box “Send Correspondence” flow action, which can be configured as a local or flow wide or stage wide or case wide flow action.
      • Utility shape: using call a correspondence activity CorrNew, which is typically used when generating correspondence from a utility, and CorrQuickStart, which is a simpler correspondence generation activity, with fewer options than CorrNew. The usage of CorrNew directly is greatly reduced, as that is the one used behind the scenes for the “Send Email smart shape with easier configuration.

Sent e-mails are attached to the case as an attachment.

Question 3

Assignment Shape - Notification options?

Answer 3

Required parameters: CorrName, Party-role, Subject
• NotifyAssignee, sends a message to the assignee, or to the first contact in workbasket for workbasket assignments.
• NotifyAllAssignees is similar, but sends to all workbasket contacts.
• NotifyParty sends a message to designated work parties
• NotifyAll sends to all work parties
• “Notify” is a template for creating customized notification activities.

Some of these rules can optionally check for urgency, and only send email when the urgency is equal to or above this value.

When a Notification activity is called for an assignment, email account record is selected, that has the same name as the work pool.

PRPC uses the email account record that has the same name as the work pool.

Question 4

SLA escalation - notification options?

Answer 4

If the service level is not met for an assignment, we can send the correspondence to the appropriate recipients.
In the service level rules, we can do one or more escalation action(s), if the goal or deadline is not met and the deadline is passed.
- Notify Assignee (SendEmailToAssigneeOnGoalTime)
- Notify Manager (SendEmailToManagerOnDeadlineTime)
- Notify Party