Case Management

Case Management is a business practice that helps you deliver outcome driven results. It relies on case types to model customer processes, share information, and ensure that there is visibility into the work that is completed by your application. Case Management automates service-level agreements, escalation, and audit trails so that you can provide a quality, end-to-end customer experience.

Use the Case Type Explorer and Case Designer to build a Case Management strategy in your application.

Related terms

• case
• case type

process step

A step in a process represents a task that helps move a case toward resolution. Steps can be performed by users, your application, or an external application. Use Case Designer to add steps to the processes that are supported by each stage in the life cycle of a case.

Related terms

• case
• assignment

There are four types of stages in Case Management in Pega7

1  Starting Stage (Left Side solid line)

2   In-Progress Stage (Appears like arrow)

   End Stage (Right side solid line)

4Alternate Stage (rectangular)

Every Stage can have 7 + or – 2 stages

Every stage can have 5 + or – 2 steps

Every flow can have <=25 shapes