View source for Defining microjourneys, personas, and data

=== Data ===
Data is the backbone needed for each step to move forward and reach a logical resolution. For each stage within a case type, the data needed to process the case must be identified during the journey mapping process. 

Identify how this data can be captured within the process by leveraging the existing data objects and interfaces. 

As an example, a customer complaint to a bank about a stolen credit card can be defined as a Microjourney within Pega software. Customers can raise the complaint via a Phone banking channel, via email or mail, or use a self-service option.

In this example, the Microjourney has 3 personas involved in the application:
* Cardholder or Customer (applicable channels: self-service channel, phone banking channel, email or regular mail channel)
* Customer Service Representative (applicable channel: phone banking channel)
* Back-office operator (applicable channel: email or regular mail channel)
The data needed to process the complaint in the stolen credit card example is:
* Cardholder information 
* Account information
* Transaction information
For more information on defining Microjourneys, see the [https://community.pega.com/knowledgebase/articles/application-development/85/creating-microjourney-customer-success Creating a Microjourney for customer success] article on Pega Community.