Details and Definitions

Question 1

What is a case

Answer 1

A business transaction that is initiated, processed, and resolved. A case typically consists of assignments, processes, business policies, and potentially other cases.

In PRPC, a case is a specific instance of a case type.

In CPM, a case is any “work item” or “service request”.

In Decision Management, a case can be any person, company or event that exhibits some defined behavior. For example, good and bad outcomes.

Question 2

What is a CSR - Customer Service Representive

Answer 2

A person employed by an organization to serve its customers. CSRs may interact with customers using several channels including the telephone, e-mail, letters and text chat.

Question 3

What is a Router Activity

Answer 3

Determines which worklist or workbasket is the recipient of an assignment

Question 4

What is a Stage

Answer 4

A specific interval of a business transaction, typically defined by the status or ownership of the case at a particular time. A stage is a collection of correlated assignments, processes, and/or cases that represents a portion or phase of an overall business transaction. A stage establishes a sequence of events, which allows an application designer to easily define when, and under which circumstances, those events may occur.

Question 5

What is the Stage Designer

Answer 5

Designer Studio tool used to create and configure case stages. The Stage Designer is part of the Stages & Processes tab on the Case Designer landing page.

Question 6

Can a case be worked on by more than one person to get to resolution

Answer 6

Yes, typically a case is worked on by more than one operator, CSR, CSR Manager, etc..the Case is routed to the appropriate person. A Specialist.

Question 7

What is a Routing Queue

Answer 7

In PRPC a Routing Queues is know as a Work Basket

Question 8

What is the benefit of a Work Basket

Answer 8

You can place a CASE in a work basket so that multiple people can access it.

Question 9

How do Assignment shapes work in

Answer 9

When a case is created, the starter flow is run and runs through all the shapes until it hits an Assignment, at which point it stops and does not continue forward unless a user action is performed to complete the assignment task.

Question 10

How many configurations does an Assignment shape have and what are they?

Answer 10

Two, who works on the assignment and what do they see.

Question 11

What happens when a flow reaches an Assignment shape

Answer 11

Creates an assignment object in memory and the database, the assignment object can be seen on the Clipboard, it shows other details like when was the assignment created, who is working on it, the application name etc..

Question 12

What is the Assignment object linked too?

Answer 12

It is linked to the CASE so that we can keep track of where the case is currently being worked on.

Question 13

What does routing a case mean?

Answer 13

The assignment OBJECT is routed, not the CASE.

Question 14

Why does the system created a Assignment object

Answer 14

To establish and monitor SLAs, Timeliness Reports, and to support Parallel Assignments, more than one operator to work on a case at the same time, the operators can work in parallel.

Question 15

What does it mean when we say a case has routed to an operator

Answer 15

In PRPC it means the case has been routed to the operators worklist

Question 16

What is a Worklist

Answer 16

It is a list of cases the operator is currently working on, the list of cases assigned to the Operator, the list of cases waiting for the user to perform an action, the worklist can be accesses in their portals. Mangers can see their own works list and their team members, operators working for them.

Question 17

What are the steps involved with a Case Routed to a user?

Answer 17

The system creates an assignment object
The assignment appears in the Operator’s work list
When the operator completes the action, by submitting the Flow Action the assignment is resolved, and the Flow continues processing.

Question 18

What is a Workbasket

Answer 18

PRPC uses workbasket when routing queues are needed. It is a queue for storing cases, multiple operators can access them, operators are assigned to workbaskets based on workgroup,

Question 19

What is a workgroup

Answer 19

It the record that groups the set of operators. The operator can access all workbaskets that are assigned to the workgroup to which they belong

Question 20

What happens when a case is routed to a Workbasket?

Answer 20

The system creates an assignment object, the assignment appears in the workbasket list, It stays there until it gets assigned to an operator

Question 21

How is a case routed from Workbasket to operator?

Answer 21

The system pushes the cases to operators using a set of configured rules called PUSH ROUTING, these rules can be customized by a senior system architect, A second option is PULL ROUTING, users access the system list and picks items from the list, it then follows the same steps, and now the Assignment object does not appear in the Workbasket list. It is on the operators work list.

Question 22

When does an operator see an item on their worklist?

Answer 22

Once the assignment is routed to them, via PUSH Routing or Pull Routing. The item will remain on the list until the Operator completes the action and the assignment is resolved.