Creating a new journey and subjourneys in CLM

Creating a new journey and subjourneys in CLM

Description	Create a new journey in CLM and, where relevant, create associated subjourneys.
Version as of	8.7
Application	Pega Client Lifecycle Management for Financial Services
Capability/Industry Area	Financial Services

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Creating a new journey type or journey subtype in the Pega CLM application

This document describes the default method that you need to follow in order to create a new journey type, a new journey subtype, or both a new type and new subtype, in the CLM application. You need to create a new journey type or subtype if no applicable type or subtype is available by default in the CLM application.

What a journey type and a subtype are, and why they are required

The CLM application makes use of journey types and subtypes as the vehicles to orchestrate and to automate Customer end-to-end journeys, also known as Use Cases.

In CLM, the term “journey types” is applied to general use cases that are functionally similar. For example, we can consider 'New Customer onboarding' as a general journey type. However, in a particular case, there might be differences, either large or small, in how to onboard a new Customer who is a a physical individual, compared to how to onboard a new Customer that is an entity. In a similar way, there might be a difference in how to onboard an entity that is a multinational corporation, compared to how to onboard an entity that is a local small business. In the above example, the journey type would be 'New Customer onboarding', and the possible subtypes would be 'Onboard new physical individual', 'Onboard new entity', and, going down one more level of abstraction, 'Onboard new multinational corporation'.

Use case examples

Although the CLM application makes a wide range of Customer journey types and subtypes available by default, it is probable that you will need to create new types and subtypes to meet the specific requirements of your implementation.

For the list of default journey types and subtypes, see: [1].

Some examples of new journey types might be:

• Your implementation requires a new journey type to run a remediation process for existing Customers. In this case, you must create a new Customer journey type called 'Remediate existing Customer'.
• Your implementation requires a specific journey to manage the renewal of documentation. In this case, you must create a new Customer journey type called 'Document collection'. This example is developed below.

Considering the above journey types, some examples of new journey subtypes could be:

• Your implementation requires different logic to remediate physical individuals and entities. In this case, for the new 'Remediate existing Customer' type, you must create:
  • one journey subtype called 'Remediate existing physical individual'
  • one journey subtype called 'Remediate existing entity'
• Your implementation requires different logic to collect documentation that expires, compared to other documentation that does not expire. In this case, for the new 'Document collection' type, you must create
  • one journey subtype called 'Expirable document collection'
  • one journey subtype called 'Non-expirable document collection'

Steps for creating a new Customer journey type and subtype

Follow these steps:

1. Create a new class for the new Customer journey type
2. Register a new Customer journey type
3. Register a new Customer journey subtype

Creating a new class

First, create a new class under the root class for journeys (CLM). For example, if you are planning to create a specific journey to manage the renewal of documentation, you create a class with the following characteristics:

Attribute	Value
Class	UPFS-MyApp-Work-CLM-DocumentCollection
Class Type	Concrete
This Class	Belongs to class group
Class Group	UPFS-MyApp-Work
Find by name first	Yes
Parent class	UPFS-MyApp-Work-CLM

This class will be referred to by the system in many different operations, and therefore you must register this class under the D_AppExtension data-page used by the application for DCR.

1. Under the class PegaFS-Data-AppExtension, create a new Text property and name it WorkClass_<journey-type>, for example, WorkClass_DocumentCollection.
2. Open the data-transform AppExtension_Ext available at PegaFS-Data-AppExtension to set the value of the new property with the name of the class that you have just created.

As the last step of the registration, you must add this class to the MapForCustomerJourney map value.

1. If this is the first time that you create a new journey, copy the rule MapForCustomerJourney from the CLM layer (PegaCLMFS-Work-CLM) into your implementation layer. If this is not the first journey that was created, the rule should be there already.
2. Open the rule in the implementation layer, and add an entry to set the new journey type (for example, DocumentCollection) in the left column to a reference to the new class in the right column (for example, D_AppExtension.WorkClass_DocumentCollection).

Registering a new journey type

After creating the class, you must create the three field-value rules that register the class as a journey type with the following attributes:

Field	Value	Example
Field Name	CustJourneyType	Fixed
Label	Short name of the type	DocumentCollection
Applies-to Class	Baseclass	@baseclass
Description	Desciption of the subtype	Document Collection

Registering a new journey subtype

Every journey must have at least one journey subtype to be executed. For example, after creating the DocumentCollection journey type defined in the table above, you can create a first journey subtype to support a periodic collection of documents. To do this, create a new set of field-value rules to register a new journey subtype, using the following attributes:

Field	Value	Example
Field Name	CustJourneySubtype	Fixed
Label	Short name of the type	DocumentCollection
Applies-to Class	Journey class	UPFS-MyApp-Work-CLM-DocumentCollection
Description	Desciption of the subtype	Periodic Document Collection

Related information

For more information, see:

• Pega CLM FS implementation guide: Creating a new journey type