Case Life Cycle

A case life cycle in Pega represents the journey of a case from its creation to its resolution. It involves a series of stages or steps that define the process of handling the case. The specific stages and their sequence can vary depending on the case type and business requirements.

Typical stages in a case life cycle include:

• Case Creation: The initial stage where a new case is created, often triggered by a customer interaction or system event.
• Assignment: The case is assigned to a responsible party, such as a customer service representative or a project manager.
• Investigation: The case is analyzed and investigated to gather information and understand the underlying issue.
• Resolution: The case is resolved through appropriate actions, such as providing a solution, resolving a dispute, or completing a task.
• Closure: The case is officially closed after the resolution is verified and documented.

Case Types

Case types in Pega define the structure and behavior of different types of cases. Each case type has its own unique properties, rules, and workflows. Case types are used to categorize and manage cases efficiently.

Common case types include:

• Customer Inquiry: Cases related to customer questions, requests, or complaints.
• Claim: Cases involving insurance claims or other types of claims.
• Order: Cases related to orders, shipments, and returns.
• Project: Cases representing projects or initiatives.
• Incident: Cases related to incidents or exceptions.

List of Pages in Pega

Pega applications are built using pages, which are the basic units of the user interface. Each page represents a screen or view within the application. The specific pages used in a Pega application will vary depending on the case types, workflows, and user interactions.

Common types of pages in Pega include:

• Worklist: Pages that display a list of cases assigned to a user or group.
• Case Detail: Pages that provide detailed information about a specific case, including its properties, history, and assignments.
• Form: Pages that allow users to enter or modify data.
• Report: Pages that display data in a tabular or graphical format.
• Dashboard: Pages that provide a high-level overview of key performance indicators and metrics.
• Decision Tree: Pages that visualize decision-making processes and guide the flow of work.