Low-code defined
The Pega low-code development tools create the code for you.
Defining a customer Microjourney
- Case life cycle
A case type is an abstract model of a business transaction. Case types model repeatable business transactions. A case is a specific transaction instance.When designing a case life cycle, you begin by organizing work into stages. Stages represent the case transfer from one caseworker to another or a significant change in the case status. A step is either a user action or automated action within a process performed by the application.A process contains a series of tasks, or steps, that users complete as they work on the case. Each stage can contain one or more processes.
Name stages by using a noun or noun phrase to describe the section context.Name processes and steps by using the verb + noun naming convention.Case life cycle design organizes the work of a case based on the way business users think about work.
题目：
- An abstract model of a business transaction is a case type, while a case represents work that delivers a meaningful outcome.
- Stages are the first level of organizing your work in a case.
- A step is an action or task performed by the system or users. Primary stages are stages that lead to the expected outcome. The path a case takes through the case life cycle that does not deviate from the primary stages is referred to as the happy path.
- Defining stages that reflect business process order leverages case life cycle design.
- the following two methods can configure one stage in the case life cycle to advance to the next:①Add a change stage step ②Configure automatic stage transitioning in the stage contextual property panel.
- When modeling the life cycle of a case, stages represent a transfer of authority or a significant change in the status of a case.
- When modeling the life cycle of a case, alternate stages represent exceptions to the normal course of events and can be sequenced into primary stages.
Two or more processes that can be performed in any order can be configured as parallel processes. When the case is processed, the active assignment in either process can be performed, increasing case processing efficiency.
Alternate stages are stages that handle deviations from the happy path.Use Change stage steps to transition the case progression to a specific stage automatically. This type of configuration is most useful for automated transitions to and from alternate stages.
Stage transitions：When all steps in a primary stage are complete, the case automatically transitions to the next primary stage by default in the stage contextual property panel. When users complete all the processes in one stage, the next stage begins. This option is not available for alternate stages.
- Multi-step forms
Long, complex online forms can make navigation difficult for users.
Setting case status
- Case status
The case status indicates the case progress towards resolution. You can set the case status on any stage and any step in the case life cycle.
If you set the case status on a stage, when the case advances to the stage, Pega Platform automatically updates the case status to the value defined for that stage. In the final case life cycle stage, you can specify a resolution status, which is the case status after all the processes in the stage complete.
In some cases, you might want to configure more specific case statuses at the step level. If you set the case status on a step, when the case advances to the step, Pega Platform automatically updates the status of the case to the value defined for that step.
题目：
- The case status updates automatically at the beginning of the step.
- Changing case statuses
1.In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
2.On the Workflow tab, click Life cycle.
3.In the Case life cycle section, define when the case changes the status:
To change the status when the case reaches a specific stage, in the Case life cycle section, click the stage, and then go to step 4.
To change the status when the case reaches a specific step, in the Case life cycle section, click the step, and then go to step 5.
4.In the Stage property panel, on the General tab, define the transition after this stage is complete:
To move to the next stage, select Automatically move to next stage.
To let the customer service representative decide which stage the case enters, select Wait for a user action.
To close the case, select Resolve the case, and then define the resolution status and options, for example whether to delete open assignments.
5.In the property panel, on the General tab, change the case status:
To use an existing status, in the Set case status on stage entry field, press the Down arrow key, and then select a status value.
To create a custom status, in the Set case status on stage entry, enter a unique name.
6.In the property panel, on the General tab, in the Set case status on stage entry field, change the case status by pressing the Down arrow key, and then selecting a value in the list.
7.Click Save.
- User guidance
The lack of user guidance makes it difficult to determine the purpose of each step and what information you must enter.Provide users with guidance on how to complete their tasks by adding instructions to assignments. When you add instructions for completing steps, you give users independence, and accelerate case resolution.
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Adding instructions to assignments
1.In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
2.In the Case life cycle section, click the step that you want to supplement with instructions, for example, Collect information.
3.In the Step property panel, click the General tab.
4.In the Instructions for user field, enter additional information about the step.
5.Click Save.
Completing work on time
- Service-level agreements
A service-level agreement (SLA) establishes a work completion deadline. Organizations often establish service-level agreements to enforce on-time performance. These obligations range from informal response-time promises to negotiated contracts.
**Service-level intervals:**Each service-level agreement supports a few intervals of time that standardize how long you have to perform a task or resolve a case.Consider a company’s timesheet submission requirements. Employees must submit a timesheet within two business days of the workweek’s end but no later than three business days.
- Start:The service-level timing begins at zero hours as the step, process, stage, or case begins.
- Goal:The goal defines the desired assignment length and is typically measured from the start time. The goal interval occurs once.
- Deadline:The deadline defines the time before which the step or case is late. The deadline is also measured from the start time. The deadline interval occurs once.
You can configure SLAs on case types, stages, processes, and Collect Information and Approval steps.
- Case-level service-level agreement:With SLAs configured on a case type, the service-level timing begins when a case is created (or recently reopened) and stops when the case is resolved.
- Process-level service-level agreement:With SLAs defined on a process, the service-level timing begins when the process is called and ends when the last step in the process completes.
- Assignment-level service-level agreement:With SLAs configured on Collect Information steps, the service-level timing begins when an assignment is created and ends after assignment completion.
- Approval-level service-level agreement:With SLAs configured on Approval steps, the service-level timing begins when the approval is called and ends after the approval completion.
- Stage-level service-level agreement:With SLAs defined on a stage, the service-level timing begins when a case enters the stage and ends when the case leaves the stage.
Urgency is a numeric value that brings visibility to unresolved work in your application. An assignment has a default urgency of 10. For each interval, you define a value between 10 and 100 by which to increase the initial urgency. The maximum urgency is 100.
The higher the value, the higher the urgency. Typically, the urgency increases as an assignment advances to the next interval.The Pega Platform™ Get Next Work functionality assigns high-urgency tasks before low-urgency tasks to ensure that assignments finish on time.