Pega Infinity design patterns

Pega Infinity™ design patterns share best practices and insights, supporting the developer community to successfully deliver Pega projects.

Pega Community Wiki

Design Patterns Design Patterns Application Capability/Industry Area Description 6 Steps to add new circumstance type in Manage Customer Circumstance Microjourney Customer Service Financial Services Key extension points in the Manage Customer Circumstance Microjourney that are needed to add, capture and review a new circumstance type. Accessing a customer’s interaction history with the CustomerOfferHistory REST service Customer Decision Hub Marketing Describes use cases and how to of the customer offer history service Action Flow Template Customer Decision Hub Decision management Learn how to build a reusable Action Flow template Adding a mainframe application to a robotic solution Robotic Process Automation Robotic Automation Describes how to add a mainframe application to a robotic automation solution. Adding a new enrichment provider that is not yet available in Pega Marketplace Pega Foundation for Financial Services Financial Services Add a new enrichment data provider for PFFS Adobe Campaign Classic integration with Pega Customer Decision Hub Customer Decision Hub financial service, communications, insurance Integration with Adobe Campaign Classic Analyzing idle time Workforce Intelligence Workforce Intelligence How to analyze and think about idle time in an organization Apply validations to ensure data integrity Platform Low-Code Application Development Applying various types of validations in an application Apply validations to ensure data integrity Platform Low-code app dev Applying various types of validations in an application Authentication in Web Chatbot Platform Conversational Channels Authentication in Intelligent Virtual Assistant for Web Chatbot Best Practice for Workforce Intelligence Hierarchy Workforce Intelligence Workforce Intelligence How to build a Workforce Intelligence hierarchy Best practices for defining case views specific to case types Platform Case Management Best practices for defining case views specific to case types Best practices for developing personas Platform Low-Code Application Development Developing personas Best practices for implementing high performing Pega Sales Automation applications Sales Automation Performance Implementing high performing Pega Sales Automation applications Best practices for importing data in Pega Sales Automation Sales Automation Data import Describes best practices for importing data in Pega Sales Automation Best practices for non-functional aspects of the end-user experience Platform Application development Best practices for non-functional aspects of the end-user experience Best practices for using pyAgeFromDate Platform Case Management Defining the correct value for the pyAgeFromDate property Build for change using App Studio Platform Case Management Building applications using App Studio using configuration rather than customization Building APIs Platform Data Integration Guidelines on building Service REST APIs Building UI with DX API compliance Platform User Experience Best practices for developing an application interface Building great dashboards Platform Operational Dashboards and Reporting This document describes best practices for creating dashboards. Building high performance into your Customer Service applications Customer Service Performance Considerations and advice for building high-performance Pega Customer Service applications Business As Usual Process Flow in Operations Manager and CDH Customer Decision Hub Business Agility End-to-end process flow for Business As Usual using Operations Manager and Customer Decision Hub Business Operations Customer Decision Hub Business agility An overview of Business Operations Calculate Production Focus score using weekly/monthly data exports Workforce Intelligence Workforce Intelligence How to calculate Production Focus score using weekly/monthly data exports Capacity planning for sending and receiving email Platform Data Integration Considerations when planning to send and receive email on a large scale Case attachments Platform Case Management Setup and use of attachments in a case Center of Excellence health assessment Workforce Intelligence Workforce Intelligence How to gauge adoption of Workforce Intelligence within an organization Choosing between a Pega API and a custom API Platform Data Integration Factors to weigh in while choosing between Pega API and strongly typed custom API before building a new REST API Citrix setup and implementation Robotic Process Automation Robotic Automation Setting up and implementing a Citrix environment when creating automations. Comparing data in a customer journey through Compare UI Customer Service Communications Best practices for implementing and using Compare UI Configuring AD FS and Pega Robot Manager for single sign-on Robotic Process Automation Robot Manager Tips for configuring Pega Robot Manager for AD FS. Configuring Asynchronous Processing Platform Performance Options available for implementing parallel processing for better user-experience and increased throughput Configuring KYC significant flags and controlling flags in CLM Client Lifecycle Management Financial Services Configuring KYC significant flags and controlling flags in CLM Configuring advanced settings for hierarchical tables Platform User Experience Guidelines for setting up advanced capabilities for hierarchical tables Configuring and Managing logs Platform System Administration An overview of logging tools in Pega Platform Configuring and extending stages, statuses, and work queues Product Composer for Healthcare Healthcare Design inputs and details for configuring and extending stages, statuses, and work queues Configuring external authentication for a mobile app Platform Mobile Configuring authentication for a mobile app by using different protocols and external identity providers. Configuring lists with local and external data Platform Data Integration Configuring lists with local and external data Configuring search for Pega Knowledge Customer Service Knowledge Management Instructions on how to set up the search functionality in Pega Knowledge Configuring the FS Products That are Available to Sell Pega Foundation for Financial Services Financial Services Configuring the availability of Financial Services products Connecting FS products to a System of Record Pega Foundation for Financial Services Financial Services How to connect Financial Services Products to a System of Record Create Case Stages Platform Case Management When to create case stages Create a Custom Code Group in Pega Foundation for Healthcare Foundation for Healthcare Healthcare Learn how to create code groups to support multi-faceted transactions in Pega Foundation for Healthcare. Create a Post-Service Appeal in Pega Foundation for Healthcare’s Appeals and Grievances Manager Layer Foundation for Healthcare Healthcare Learn how to create and handle appeals claims in Pega Foundation for Healthcare’s Appeals and Grievances manager layer. Creating New Entities in PGP Pega Government Platform Public Sector Guide to adding a new entity to PGP Creating Pega Knowledge articles and leveraging in Customer Service Customer Service Knowledge Management Simplify how information and answers are presented to their agents/CSRs Creating a Self-service application for Pega Customer Service Customer Service Self Service Mashup Best practices for creating self-service apps on Pega Customer Service Creating a new KYC due diligence case in CLM Client Lifecycle Management Financial Services Creating a new KYC due diligence case in CLM Creating a new implementation application on Pega Customer Service Customer Service App Configuration and Behaviors Understand the options presented while running the New Application wizard to make informed choices when building a new implementation application. Creating a new journey and subjourneys in CLM Client Lifecycle Management Financial Services Create a new journey in CLM and, where relevant, create associated subjourneys. Creating and extending sequences to customize adjudication Smart Claims Engine Healthcare Description and use of sequences in the Smart Claims Engine application. Creating article tags in Pega Knowledge Customer Service Knowledge Management Pega Knowledge article tags Creating authentication registration for external users Platform Security Best practices for creating authentication registration for external users Creating guided event flows using UI patterns Smart Claims Engine Healthcare Learning about the Smart Claims Engine (SCE) guided event resolution flow Creating new email channels in customer service Customer Service Interaction Management The email channel template that is included with Pega Customer Service saves time when you create new email channels. Creating new event codes for claim adjudication Smart Claims Engine Healthcare Describes the pattern behind adding new event codes Creating new, extending existing and bypassing modules Smart Claims Engine Healthcare Optimizing modules for the Smart Claims Engine for Healthcare Creating orchestrations to control claim processing Smart Claims Engine Healthcare Describes the role of orchestrations and how they can be used for complex processing scenarios Creating service cases in App Studio by using the service case template Customer Service Case management Best practices for creating service cases in App Studio by using the service case template Creation of due diligence profiles and profile suites Client Lifecycle Management Financial Services Creating due diligence profiles and profile suites Customer Service methodology for agent interaction and 360 composite data placement Customer Service Customer Composite / 360 Best practices for designing a customer service application Customizing an application with App Studio Platform User Experience How to customize an application using low code tools App Studio Customizing login and error screens Platform User Experience Updating login and error screens to match the context of your application Data page conversion configuration Smart Investigate Financial Services Describes the procedure to implement data page conversion. Data science tools for Pega Customer Decision Hub Customer Decision Hub Decision management Use external data science tool with Pega Platform Debugging and validating offline-enabled apps with the JavaScript console Platform Mobile Debugging and validations for offline-enabled apps with the JavaScript console. Using validation tools helps you to detect of usage unsupported components in Offline. Define Authorization Model Platform Security Defining the authorization model. Defining FS products that will be offered Pega Foundation for Financial Services Financial Services Defining a sample financial services product Defining Pega scenario tests Platform DevOps Best practices for defining scenario tests Defining and applying case statuses Platform Case Management Defining case statuses Defining case dependencies at run time Platform Case Management Guidelines for successful definition of case dependencies at run time Deploy a Public Facing Application Platform Security Deploying a public facing application Design templates: customization and optimization with helper classes Platform User Experience Customization guidelines for design templates with the use of CSS helper classes Designing Pega unit tests Platform Low-Code Application Development Best practices for designing Pega unit tests Detecting duplicate cases Platform Case Management Configuring the Search Duplicate Cases tool in Pega Platform Digital Messaging Channels and Authentication Platform Conversational Channels Authenticate the identity of a customer being serviced via a digital messaging channel. Documents and attachments - Ingesting docs, extracting data, and populating cases Platform Data Integration Learn more about how to handle documents and attachments, and how to extract their data into your cases Duplicate search functionality in Smart Investigate Smart Investigate Financial Services Save time by identifying duplicate cases in your application using the duplicate search functionality. Edit Queue processors and Agents to set up a system Platform Low-Code Application Development Editing queue processors and agents to optimize setting up a system Edit Telephony Integration with Pega Customer Service Customer Service Pega Call Editing Telephony Integration with Pega Customer Service Editing Best Practices - Building a Taxonomy for Pega Knowledge Customer Service Knowledge Management Building Taxonomies for Pega Knowledge Editorial Best Practices Editing Creating Guided Troubleshooters Customer Service Knowledge Management Guided Troubleshooting Editorial Best Practices Editing file listener vs queuing Platform Data integration Best practices for modifying the external system data intake process by editing the file listener and queuing Efficient wrap-up of Customer Service interactions Customer Service Interaction Management Using the interaction wrap-up feature. Enabling service cases to smartly extract content from images using Pega NLP and Google Vision Customer Service Communications Extract text from photos using Pega NLP and Google Vision Enabling verbose-level Runtime logging Robotic Process Automation Robotic Automation How to implement verbose-level logging to diagnose issues in Runtime Establish parent-child relationships on case types at run time Platform Case Management Use case for establishing parent-child relationships on case types at run time Extend Add Child Dependent Microjourney Customer Service Healthcare Learn how to extend the Add Child Dependent Microjourney Extending View Benefits Microjourney Customer Service Healthcare Learn how to extend View Benefits Microjourney. Extending coverage data to leverage inheritance Product Composer for Healthcare Healthcare Details for extending coverage data in PCS Extending portals to enhance the claims processing experience Other Industry-Specific Application Healthcare Concepts and considerations for extending claim processing portals. Extending processing flows with action codes. Smart Claims Engine Healthcare Guidelines for extending processing flows by using action codes Extending real-time container request Customer Decision Hub Cross-sell and upsell on digital Extend the real-time container payload so an external application can pass additional input. Extending the Prior Authorization request Microjourney Care Management Healthcare Identify and add extension points in the Prior Authorization request Microjourney Extending the policy selection and payment information in the Make Payment Microjourney for Pega Customer Service for Insurance Customer Service Insurance Steps for extending the Make Payment Microjourney with new policy selection and payment information options Extensions in "Bill Search" feature Customer Service Communications Different extension points are available in the Bill Search feature. External Data Validation Platform Data Integration Using external data in a Pega application Extracting data for reporting, QC, and downstream integration Product Composer for Healthcare Healthcare Design inputs for extracting data for reporting, QC, and downstream integration Gaining analyst and associate adoption Workforce Intelligence Workforce Intelligence A sample script and tips for explaining the adoption of Pega Workforce Intelligence to associates and analysts Handling class mapping limitations Robotic Process Automation Robot Manager Describes how to modify class mappings to adhere to the 30-character limit after upgrading to Robot Manager 8.5 in an Oracle environment 8.5 Robotic Process Automation. Handling spacing in sections created using design templates Platform User Interface Limiting unnecessary empty space in sections that are based on design templates How is OCR used in Pega Robotic Automation? Robotic Process Automation Robotic Automation Describes how the OCR and PDF components are used when creating robotic automations. How to add advanced PDF search in a customer journey Customer Service Communications Search the content of PDF documents and present the results to users How to add payment method options to your customer journey Customer Service Communications/All Explores the reusable payment method components in customer service that can be added to any service case to quickly enable the payment method option in a customer journey. How to configure and express action Customer Service Customer Composite / 360 Configuring an express action Identify Case Types Platform Case Management Identifying the case types for an application. Implement Portal Search in Customer Service Customer Service Search Create and customize searches in the Pega Customer Service portal. Implementing DocuSign in Customer Service for Insurance Customer Service Insurance Key extension points in implementing DocuSign in Pega Customer Service for Insurance Implementing and using product and plan flattening feature Product Composer for Healthcare Healthcare Details about implementing and using the product and plan flattening feature in PCS Implementing error handling for new and existing modules Smart Claims Engine Healthcare Implementing error handling for new and existing modules Implementing search for current and history claims Smart Claims Engine Claims Search Configuring search fields in Pega Smart Claims Engine Implementing the OOTB Insurance Submission Quality Score Pega Foundation for Insurance Insurance Underwriting submission quality score radar chart Implementing the Summary of Benefits and coverage (SBC) feature Product Composer for Healthcare Healthcare Implementing the Summary of Benefits and coverage (SBC) feature Implementing versioning Product Composer for Healthcare Healthcare Design inputs while implementing versioning in PCS Importing and Exporting Data in the Pega Customer Decision Hub Customer Decision Hub Data management Learn how to import and export data to and from Pega Customer Decision Hub. Importing and exporting actions Customer Decision Hub Decision management Learn how to create or update actions through file export and import Importing external certificates into a Pega Keystore Platform Security how to import external certificates into a Pega Keystore Improve Sales rep productivity by integrating Pega Sales Automation with Gmail extension Sales Automation Sales Automation Learn how to improve sales reps' productivity by integrating Pega Sales Automation with the Gmail extension Improve Sales rep productivity by integrating Pega Sales Automation with the Outlook Add-in Sales Automation Sales Automation Learn how to improve sales reps' productivity by integrating Pega Sales Automation with the Outlook Add-in Improve the sales rep productivity by using the Microsoft Exchange sync technology in Pega Sales Automation Sales Automation Sales Automation Learn about the different MS Exchange synchronization capabilities within Pega Sales Automation. Improving sales rep productivity in Pega Sales Automation by analyzing email conversations Sales Automation Sales Automation Use the natural language processing (NLP) capabilities of Pega Sales Automation to provide intelligent suggestions to sales reps Improving the user experience of chatbots Platform Conversational Channels Advanced Configuration for Intelligent Virtual Assistants Intake and Resolution Email Templates in Customer Service for Financial Services Customer Service Financial Services The rules and components of the new email templates introduced in Pega Customer Service for Financial Services 8.5 Integrating Google Cloud Vision Platform Data Integration Integrating Google Cloud Vision into Pega using native Data Pages, Connect-REST, and declarative properties Integrating Industry Applications with Pega Customer Service PGP, CS Public Sector Integrating Industry Applications with Pega Customer Service Integrating PowerBI and QlikView reports Platform User Interface Embedding external web-based BI/analytic tools such as PowerBI and QlikView into a user's dashboard Integrating unit tests into build tools and Jenkins Platform DevOps Guidelines on integrating Pega unit tests and scenario tests into build tools and Jenkins Intelligent Guidance - Suggested Task Reviews Customer Service Intelligent Guidance Providing proactive interaction guidance for CSR's Intelligent guidance - Dialog, Coaching tips and Alerts Customer Service Intelligent Guidance Best practices for creating dialogs, tips, and alerts for CSRs. Intent Task, Category, Data Source and Driver Customer Service Interaction Management Relationships between rule types in Pega Customer Service Interaction Portal UX and upgrades - what can I change? Customer Service Strategic Apps UI and UX guidelines for Pega Customer Service 8.5 Interactions vs Service cases Customer Service Interaction management The differences between interactions and service cases and advice on how to handle them Large-scale batch processing Platform System Administration Guidelines for successful batch processing Launching service cases from the composite screen Customer Service Case Management Instructions on how to launch a service case from the composite screen Lead routing in Sales Automation Sales Automation Sales Automation Describes automated lead routing Leverage PGP from Customer Service PGP Public Sector Building a PGP Implementation Stack with Customer Service Limiting the visibility of sensitive data items through attribute-based access control (ABAC) Pega Government Platform Public Sector Learn how to limit the visibility of sensitive data items through attribute-based access control (ABAC), based on a set of examples. Maintaining Robot Manager History Tables for Robot Manager V8.3.1 and earlier Robotic Process Automation Robot Manager Describes how to manage history data in Robot Manager to prevent system issues. Managing priority or urgency Platform Case Management Use urgency to standardize how case workers resolve cases. Mapping Standard Claim ID to Case Filing Claim ID Smart Disputes for Issuers & Acquirers Financial Services Map Standard Claim IDs to Case Filing Claim IDs Member data type in Pega Customer Service for Healthcare Customer Service Healthcare Learn how you can capture consumer data in Pega Customer Service for Healthcare with the Member data type Microjourneys, personas, and data Platform Low-Code Application Development Defining Microjourneys, personas, and data in terms of best practices for successful case design Minimizing a modal window built on the OOTB template Platform User Interface Add an option to minimize a modal window Offline validation tools - client store content Platform Mobile Described tools give apps developer possibility to see the offline apps database content on the device. Optimize an application's performance Platform Low-Code Application Development Testing and tuning an application during its application lifecycle to optimize performance. Optimizing performance tuning data processing through retrieval and indexing Other Industry-Specific Application Healthcare Guidelines on retrieving and indexing application data for faster processing PGP Option Map Platform Public Sector Driving UI with Local Data Pega IVR IVA integration with AWS Customer Service IVR IVA Pega IVR IVA integration with AWS Pega Infinity Development Best Practices Platform Generic Guidelines for Pega Platform developers to create efficient, sustainable, and guardrail-compliant applications Pega Infinity deployment guidance Platform Generic Best practices for Pega Infinity deployments Performance checklist Customer Service, Frameworks, Application development Performance A performance checklist to make performant solutions by using Pega Platform Persona-specific portal configuration Platform User Experience Configure portal access by personas and permissions Planning your Pega Customer Decision Hub environments Customer Decision Hub Implementation Establish and size your environments for Pega Customer Decision Hub Pre-emptively notify benefit issues Customer Service Healthcare Learn how to use data flows Preventing circular dependency references in a hierarchical tree Platform Validations Performing validation to optimize hierarchical tree set up Processing Fraud Claims in background Smart Dispute for Issuers Financial Services Setting up Claim Processing in background to reduce operator idle time Processing Mastercard queues Smart Dispute for Issuers & Acquirers Financial Services Describes the process and configuration of Mastercard queues using Pega Agents Processing Visa Queue using Pega Agents Smart Dispute for Issuers & Acquirers Financial Services Defining the process of handling Visa Batch Queue records using Pega Agents Queuing and routing customer requests in Pega Chat Customer Service Chat and Messaging Recommendations for balancing chat queues and agent workloads. Reopening a case Platform Case Management Reopening a case after it has been marked as Resolved Resetting Smart Dispute data Smart Dispute Financial Services Script to reset work object and related data Seamless experience across Digital Messaging channels Platform Conversational Channels Achieve a seamless experience across Digital Messaging channels by following guidelines and performing several configuration steps in your system. Search configuration and extension Product Composer for Healthcare Healthcare Search configuration and extension Securing persona-based access Platform Security Best practices to follow when setting up an application and allowing certain personas to access certain information. Sending automated emails using new case template framework Customer Service Service Cases / Tasks Best practices for outbound case emails Setting the application perspective to payer or provider in Care Management Care Management Healthcare Customizing data collection for various healthcare uses. Setting the configuration when building an implementation layer Care Management Healthcare Instructions for updating the configuration page in Pega Care Management Setting up Operatory Security record in Smart Investigate Smart Investigate Financial Services Describes the procedure to set access restriction for users in Smart Investigate Setting up Pega Chat Customer Service Chat and Messaging Suggestions for setting up Pega Chat to handle various customer interactions. Setting up Visa Financials Accounting Smart Dispute for Issuers Financial Services Defining the process of leveraging Visa Financials and Handling Exchange Rate gains/losses Setting up customers in Pega Sales Automation for B2B selling modes Sales Automation Sales Automation Instructions for configuring customers in Pega Sales Automation for the B2B selling mode Setting up customers in Pega Sales Automation for B2C selling modes Sales Automation Sales Automation Instructions for configuring customers in Pega Sales Automation for the B2C selling mode Styling a Search box Platform User Experience Style a search box to look like standard search boxes Surfacing Dev Studio in App Studio Platform Low-Code Application Development Using Dev Studio to develop application functionality in App Studio Timelines across multiple time zones Workforce Intelligence Workforce Intelligence What to expect from the timeline view in the portal when data collectors are spread across multiple time zones. Troubleshooting NLP Platform Customer Service Troubleshooting NLP issues - so that customers can self service NLP issues before reaching GCS. Types of robotic automations Robotic Process Automation Robotic Automation Learn about the two types of automations that you can create with Pega RPA. Unattended vs. Attended robots: Which robot to use? Robotic Process Automation Robotic Automation How to decide if you should use an attended or unattended robot when designing your automation. Understanding RxNorm drug database Foundation for Healthcare Healthcare A brief introduction to the RxNorm drug database, and the Pega Foundation for Healthcare's RxNorm search and display feature. Understanding off-computer codes Workforce Intelligence Workforce Intelligence Leveraging off-computer codes to better understand how employees work. Understanding the Medical Dictionary for Regulatory Activities Foundation for Healthcare Healthcare The Medical Dictionary for Regulatory Activities, or MedDRA is an international system of medical codes and terminology used to help manage regulatory approval processes. Unifying ID across all case types Platform Case Management Unifying ID across all case types Using Citrix Contexts Robotic Process Automation Robotic Automation Learn how to create robotic automations that run in a Citrix context. Using an Enrichment or Screening Marketplace Component Pega Foundation for Financial Services Financial Services Explores a unified approach to creating and extending integrations for Financial Services applications. Using email bots for Natural Language Processing and Machine Learning Platform Conversational Channels Using Natural Language Processing and Machine Learning to optimize email bots Using participants in cases Platform Case Management How to use participants (parties) in cases effectively in Pega Platform from 8.x Using special operators in ABAC READ policy conditions Platform DevOps Performance remediation options for ABAC READ policy conditions that use special operators. Using the Microsoft Excel connectors Robotic Process Automation Robotic Automation Choosing a connector when automating Microsoft Excel or manipulating Excel files. Using the Pega API (DX API) Platform User Experience Guidelines for developing an application interface Using the Pega Product Catalog for Communications for sales journeys Customer Service New Mobile Service Sales Microjourney How to create the required product data in the Pega Product Catalog for Communications Using third-party testing tools with your Pega application Platform DevOps An overview of the testing tools that can be used with your Pega application Visa fraud monitoring Smart Dispute for Issuers and Acquirers Financial Services Configurations of Visa fraud monitoring process When to use a dynamic case Platform Case Management Deciding when to use a dynamic case When to use a sub-case Platform Case Management When to use a sub-case to assist with processing work When to use sub-processes Platform Case Management Deciding when to use a sub-process Workforce Intelligence _ Understanding the impact of improvements Workforce Intelligence Workforce Intelligence Assessing the impact of improvements by utilizing data in the Summary screen Workforce Intelligence - Data Exports Workforce Intelligence Workforce Intelligence The data export options available from the Analysis tab Workforce Intelligence APIs Workforce Intelligence Workforce Intelligence The business purpose of the different Workforce Intelligence APIs Workforce Intelligence Runtime Deployment Strategies Workforce Intelligence Workforce Intelligence Different options and strategies for deploying the Workforce Intelligence runtime software