Implementing Change Beneficiary for Pega Case Management Edition

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Implementing Change Beneficiary for Pega Case Management Edition

Description Walkthrough of the Change Beneficiary case type implementation using Case Management capabilities
Version as of 8.7 and later
Application Pega Customer Service
Capability/Industry Area Insurance



Pega’s Customer ServiceTM Case Management Edition (CME) enables you to embed Pega’s case management capabilities into your existing desktop and all your service channels.

Before you begin[edit]

For more information about different recommended design methodologies, prerequisites, troubleshooting common issues, and recommendations to leverage Pega Customer Service Case Management Edition, see Implementing Case types using Digital Experience APIs for Pega Customer Service Case Management Edition.

Approach for Change Beneficiary implementation using v1 APIs[edit]

The Parallel flows design methodology was used for the Change Beneficiary case type and was tested by using the React starter pack and DX v1 APIs.

Context for the case type[edit]

For an external desktop agent to launch the Change Beneficiary case type, the context for customer and policy is required.  

For demo purposes, if you are using the React starter pack, the context parameters are dynamically passed from the application settings option as shown in the following figure: 

Change Beneficiary case type implementation[edit]

The Change Beneficiary case type enables insurance policyholders to add, edit, or delete beneficiaries from one or more of their life insurance policies.

Functional scope[edit]

The option to add beneficiaries in the Interaction Portal is through a dialog box. For a better user experience when using DX v1 APIs, the team has redesigned the case type to use table layouts with the required columns.  

Conditionalizing parallel flows[edit]

  • The IsThisExternalDesktop when rule has been added to determine if the current operator is in the external desktop. This checks for the active channel and whether the requestor session is through APIs.
  • When any custom API is introduced that needs a flow other than the DX API, you need to override the GetActiveChannel decision tree to set the appropriate active channel based on the source.

Added parallel flows to case type[edit]

In the Change Beneficiary case type, the parallel flow was added to capture the case details for the external desktop, as shown in the following figure:

Omni-channel handoff[edit]

When a CSR launches the case in the Interaction Portal, both assignments are displayed as shown in the following figure. After one of them is completed, the case moves to the next stage.

To ensure that the case is processed and moved to the next stage as expected, added the Change stage shape and set the value of param.CleanUpProcesses to true.

Implementation details[edit]

This section describes the DX v1 API and React starter pack issues that were encountered while rendering the Change Beneficiary case type. It also includes workarounds that were used.

Policy selection page[edit]

The following figure shows the page that is used to select one or more life policies:

Field value in layout header[edit]

The localized text in the field value is not displayed if it is added as a header title in the table layout.  

For example, if the value for the PolicyListForCases field has localized text as "Here are the list of policies", in DX API, it is rendered as "PolicyListForCases" instead of the localized text.

Used one of the following workarounds:

  • Used text instead of the field value.
  • If the field value is more suitable, added the label control at the top of the table layout in the section where you want to display the header.

Add row and delete row appear for any grid built by using a table[edit]

Workaround: This issue was fixed in React Starter Kit 8.8. However, if you are using Pega Case Management Edition 8.7, you must make modifications to the React Starter Kit.

Add or update beneficiaries page[edit]

The following figure shows the page that is used to add or update beneficiaries to the selected life policies:

Number control when decimal places is set to auto[edit]

When decimal values are set to auto, the value of decimalPlaces in the JSON response is passed as -999 and causes exceptions.

Workaround: Instead of using auto, added an integer with specific decimal places in the section.

Select communication options page[edit]

The following figure shows the page that is used to select communication options such as email or mail:

Visibility conditions changed from expressions to when rules[edit]

For visibility conditions in sections to work with DX v1 APIs, expressions have been replaced with when rules.

Page group as page context in section[edit]

When a page group is used to render a section, exceptions have been displayed.

Workaround: Use a page list or page context instead of a page group.

Confirm page[edit]

The following figure shows that the confirmation request has been placed successfully:

CB-Confirm.png

Add row and delete row appear for any grid built by using a table[edit]

Workaround: This issue was fixed in React Starter Kit 8.8. However, if you are using Pega Case Management Edition 8.7, you must make modifications to the React Starter Kit.

Conclusion[edit]

You can embed Pega’s out-of-the-box case types into external desktops by leveraging the DX v1 APIs and making suitable changes in the UX. This requires little effort with significant outcomes by leveraging Pega Case Management in a client UI of choice.