Resolving work with ad hoc cases
|Description||Deciding when to use a dynamic case|
|Version as of||8.4|
|Capability/Industry Area||Case Management|
Ad hoc cases are similar to child cases but rather than being executed automatically, they are executed optionally, or on an as needed basis. The determination to use a dynamic case is a manual and an a dynamic process.
For example, when opening a bank account, the banker learns that the customer opening the account has a high net worth and represents a lot of future business potential. The banker makes an ad hoc decision that they should do the following:
- Send a hand-signed welcome letter from a branch president.
- Schedule a follow-up phone call in one week with the client to welcome them to the bank.
- Review results.
Pega Platform™ enables knowledge workers to create ad hoc cases to manage these unexpected and dynamic tasks. The ad hoc cases are tracked in Pega Platform. If the bank finds that this is a common pattern for high net-worth clients, they should convert the ad hoc case into a child case that becomes a standard part of opening an account.