In this post, we will see some basics about case management.
What is Case? – Case defines work!
- Every organization have their own business processes.
Think of any Insurance company XYZ (no amazon this time J), they must have some claim process.
Claims – I will talk in terms of home insurance. Insurance policy provides coverage and compensation to the losses or damages occur to the insured house. You can sustain the compensation by requesting a Claim.
Below is my own visualization on the claim process.
Let me explain the flow
- It all starts with the Insured guy raising a claim request and the customer service representative (CSR) receives the request.
- CSR sends the request to Investigation department, where the claim is checked for its validity. If it is a valid claim, the process continues else the process ends.
- If the claim amount exceeds certain limit, then further claim investigations are needed. You may require onsite investigation and approval. If the claim amount is less than certain limit, then the extra investigation is not required.
- Then the claim moves to the Claim approver, when he can approve the claim request.
- Once the claim is approved, then it can move to payment department where the claim amount will be settled.
This is the complete claim process 🙂
What we have seen till now? – Claim life cycle from START to END.
- I say this Claims business process is the idle candidate for Case management.
- If you look at the process, you can see different tasks are performed by different people at different stages.
Let’s come to our Pega.
What is the case structure in Pega?
This is how a case can be broken down in Pega.
- Whenever you design a case, I would request you to draw the rough design in a paper. Do some paperwork 🙂
I am going to replicate the claims process as a Pega case.
Let’s create a new claims case.
Records -> Cases -> Add a new case type
Name – You can specify the Case name
Derives from (Directed) – You can specify the direct inheritance class. ( If you use any framework layer, the specify the framework work class)
Derives from (Pattern) – You can specify the Implementation work class.
Remote case type – This comes under federated case management.
What is remote case type?
Federated case management (FCM) enables you to access cases from different applications. Say for example, an Insurance company have two Pega applications. Now using FCM, one application can access cases created from another application.
To enable this, you have to specify the case type as remote 🙂
After filling all the details, click submit. You will be presented with the case designer.
What are the rules created at the back end?
1. Case type –
This rule instance will hold all the case configuration settings. When you add a new stage, steps or processes using Case designer, then the case type will get updated.
I will make a separate post on Case type and Case designer.
How to access case designer and case type?
Case designer – Click on the case link. You will land in the case designer page.
Case Type – You can use the menu link and open the case type.
2. Flow – pyStartCase
This flow uses ‘pxStartCaseType’ as a sub process and invoke the case stages
3. Data transform – pyDefault and pySetFieldDefaults
Used to initialize certain values for the case. Eg. pyWorkIDPrefix ( S-, W-)
4. Work party – pyCaseManagementDefault – This can be extended based on your business requirement
5. Class – PKS-KnowPega-Work-Claim
You have 5 tabs in case designer
You can specify the data model for the case. You can create new properties
You can also create declare expressions for the field you specify. You have an option to view the reusable fields too.
- On specifying the calculation, system creates a declaration rule at the back end.
Here you can model the stages, processes and steps
Before proceeding let’s define rough stages – A blue print for our case
Based on the above Claims life cycle, I defined 4 stages.
How to define stages?
- A case can be decomposed to stages. Take any case life cycle, you will see the case moves through different stages.
- Normally certain tasks can be grouped to form a stage. For example, take the first stage – Request. Here the CSR can collect the claim request details and can also request some documents.
Click on Add life cycle
Let’s add the stages first. You can use +Stage to add new stages.
Note: As a best practice, try to use Noun or gerund for stage names.
What are the types of stages?
Primary stage – It defines the expected behavior of the case. Happy path
Alternate stage – It defines the exceptions in a case.
For example, if the claim process is rejected then we can jump to an alternate stage and end the case (Resolve cancel). We will see more in detail at the end of this post.
Next, we can define the process for stages.
How to define new processes?
- Stages can be broken to processes. Based on your business requirement, you can define one or more processes in a single stage
- In every stage, you get a menu icon, from where you can add new processes.
I defined 2 processes in Investigation stage.
Note: Process names can be same as stage name
You can also define a new process as parallel process, It means when the case enters the stage then both the process starts parallel.
Now processes are ready, let’s define steps in each process.
How to define new steps?
- Steps represent an action that can be performed in a process( manual action or automated action)
- Click on the +Step to add new steps.
Pega provides you some predefined configuration for steps
1. Collect Information – provides you with an assignment shape.
2. Approve / Reject – Uses OOTB approval process
3. More –
Processes – Expand the icon and you can use any existing flows.
User actions –
Utilities – Automated actions
- Let’s define the steps for all processes.
Note: As soon as you add an Approval step, Approval Rejection alternate stage is added by system.
I will tell you, how I added the Attach Claim Proof step later in this post!
Let’s see, how the rules were created at the back end.
- For every process, Pega creates a flow rule at the backend.
- Click on the Open process.
You can see a new flow created. You can always modify the flow rule.
I updated to flow rule to include the attachment step.
- Click on the sub process. I added ‘pzAttachmentStep’ OOTB flow rule as a sub process.
Note: Updating the flow here, automatically reflects in the process steps and like the same if you update the steps in the case designer the corresponding flow will be updated! It’s just vice versa
- Applies to class of the newly created flow will be same as the Claim work class.
- The flow created will be in Draft on mode. (This is because the flow is not completed fully). You have to create the flow actions to complete the flow.
Note: Remember to switch off draft mode, It may lead to issues in production.
Flow actions and Sections
- In every collect information step, you can use ‘Configure view’ to design the data model. On using Configure view, Pega creates a new flow action and section for the defined data model.
I explained about this in my next post 🙂
How to add alternate stage?
- As mentioned before, alternate stages are designed to all exception actions.
- Alternate stages appear at the bottom of the Primary stages. They appear in golden color.
Click on the ‘+ Alternate Stage’ to add a new alternate stage.
- Similar to primary stages, alternate stage can include processes and steps.
Alternate stages do not support automatic transitions, so how do you jump to alternate stage or come out of alternate stage?!
- Use Change stage. You can use this action, to jump to any stage.
- Change stage is available as a Utility in flows or case steps as well as available as a local action.
We are at the end of the Introduction post.
In my next post, we will see about the configuration settings available in the stages, processes and steps.