A person, business, or organization that is involved in a case. A work party receives correspondence, such as email, and can be an active or passive participant based on its role.
A person, business, or organization that is involved in a case. A work party receives correspondence, such as email, and can be an active or passive participant based on its role.
Actual work that is performed by application users and automations that consists of a sequence of tasks and leads to an intended business goal. An example of a case is a process of hiring a particular job candidate, where an HR worker collects necessary documents, a hiring manager conducts a job interview, and an application sends an automated email with onboarding information after the candidate is approved. To create a case, you first build a template of your business process that is a case type, and then apply the template in multiple cases, for example, to review applications from many candidates.
An outgoing email, letter, fax, or text message that is produced by the system and its users. Correspondence is typically associated with one work item, or a cover or folder, and can include text and images. Correspondence that is sent to the originator of a work item is known as an acknowledgment.
A person who is directly involved in a business process, such as a customer service representative (CSR), or a person who does not directly work on a business process but has a stake in the process, such as a manager. Participants can be members of your organization, for example a CSR, and users without an account in your application, such as a customer that creates a loan request though a website. To speed up case resolution and enhance communication, you can create participant categories, so that you can communicate with an entire group at the same time, for example, by sending an email to everyone in a group.
Applications have users, though not all users perform the same tasks. Roles define how users interact with the application by, for example, determining the user interface, page permissions, and routing that are available to a user. For example, in Pega Workforce Intelligence there are several user roles, including administrator, analyst, and report user.