Portal:Design Patterns

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

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Design Patterns Design Patterns Application Capability/Industry Area Description 6 Steps to add new circumstance type in Manage Customer Circumstance Microjourney Pega 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. Access reference data at real time Pega Platform Data Integration Access reference data at real time Accessibility - Accessible navigation patterns with RDLs Pega Platform User Experience Describes navigation patterns for creating accessible Repeating Dynamic Layouts. Accessibility - Checklist before filing an issue Platform User Experience Checklist before filing an accessibility issue Accessibility - Configuring semantic heading levels Pega Platform User Experience A guide to creating and using semantic heading levels in the User Interface Accessible helper text options Pega Platform User Experience Recommendation of accessible helper text options Accessing a customer’s interaction history with the CustomerOfferHistory REST service Pega Customer Decision Hub Agent-assisted Channels Describes use cases and how to of the customer offer history service Accessing website data when using Pega Intelligent Virtual Assistant (IVA) for Web Messaging Pega Platform Conversational Channels Learn how to access website data such as general information, tags, and cookies, when using Pega Intelligent Virtual Assistant (IVA) for Web Messaging Action Flow Template Pega Customer Decision Hub Next Best Action Learn how to build a reusable Action Flow template Adding a mainframe application to a robotic solution Pega Robotic Process Automation Robotic Automation Describes how to add a mainframe application to a robotic automation solution. Adding a new 3rd party data source (component) for entity enrichment in Pega Foundation for Financial Services Pega Foundation for Financial Services Financial Services Add a new enrichment data provider for PFFS Adding new properties to PCS entities Pega Product Composer for Healthcare Healthcare and Life Sciences Adding new properties to PCS entities Adjusting Next-Best-Action catalogue to support changed business priorities Pega Customer Decision Hub Next Best Action Adjusting Next-Best-Action catalogue to support changed business priorities Adjusting arbitration to reflect changed business priorities Pega Customer Decision Hub Next Best Action Adjusting arbitration to reflect changed business priorities Adjusting arbitration to upweight emergency messages Pega Customer Decision Hub Next Best Action Adjusting arbitration to upweight emergency messages Adobe Campaign Classic integration with Pega Customer Decision Hub Pega Customer Decision Hub Partners and Integrations Integration with Adobe Campaign Classic Analyzing idle time Pega Workforce Intelligence Workforce Intelligence How to analyze and think about idle time in an organization Application modularization, encapsulation, and naming for better reuse and maintenance Pega Platform Enterprise Application Development Best practices for creating modular applications that are easy to maintain Apply validations to ensure data integrity Pega Platform Low-Code App Development Applying various types of validations in an application Authentication in Web Chatbot Pega Platform Conversational Channels Authentication in Intelligent Virtual Assistant for Web Chatbot Authoring questionnaires through the BA portal Pega Care Management Healthcare and Life Sciences How to author questionnaires by using the BA portal Benefit and plan lifecycle management and configuration Pega Product Composer for Healthcare Healthcare and Life Sciences Benefit and plan lifecycle management and configuration Benefit design in PCS Pega Product Composer for Healthcare Healthcare and Life Sciences Benefit design with PCS Best Practice for Workforce Intelligence Hierarchy Pega Workforce Intelligence Workforce Intelligence How to build a Workforce Intelligence hierarchy Best practices for building a taxonomy for Pega Knowledge Pega Customer Service Knowledge Management Learn best practices for building taxonomies for Pega Knowledge Best practices for case suggestion configuration Pega Customer Service Interaction Management Learn best practices for case suggestion configuration Best practices for configuring case types - workflow, data model, and UI Pega Platform Low-Code App Development This document describes best practices for defining and configuring case types of your application so that they are configured to take full advantage of the Pega Cosmos design system. Best practices for defining case views specific to case types Pega Platform Case Management Best practices for defining case views specific to case types Best practices for developing personas Pega Platform Low-Code App Development Developing personas Best practices for implementing high performing Pega Sales Automation applications Pega Sales Automation Performance Implementing high performing Pega Sales Automation applications Best practices for importing data in Pega Sales Automation Pega Sales Automation Data import Based on the volume of data getting imported, choose the best recommended approach to have an efficient data import. Best practices for non-functional aspects of the end-user experience Pega Platform Enterprise Application Development Best practices for non-functional aspects of the end-user experience Best practices for using pyAgeFromDate Pega Platform Case Management Defining the correct value for the pyAgeFromDate property Best practices when troubleshooting decision strategy performance Pega Customer Decision Hub Next Best Action Best practices when troubleshooting decision strategy performance Build for change using App Studio Pega Platform Case Management Building applications using App Studio using configuration rather than customization Building APIs Pega Platform Data Integration Guidelines on building Service REST APIs Building great dashboards Pega Platform Reporting This document describes best practices for creating dashboards. Building high performance into your Customer Service applications Pega Customer Service Performance Considerations and advice for building high-performance Pega Customer Service applications Business As Usual Process Flow in Operations Manager and CDH Version 8.5 Pega Customer Decision Hub Change and Revision Management End-to-end process flow for Business As Usual using Operations Manager and Customer Decision Hub Business As Usual Process Flow in Pega 1:1 Operations Manager and Pega Customer Decision Hub Pega Customer Decision Hub Change and Revision Management This wiki design pattern describes the end-to-end process flow for creating and deploying new actions to production, as well as requesting updates to existing actions. Business Operations Pega Customer Decision Hub Change and Revision Management An overview of Business Operations Calculate Production Focus score using weekly/monthly data exports Pega Workforce Intelligence Workforce Intelligence How to calculate Production Focus score using weekly/monthly data exports Calling Deployment Manager APIs from a REST client Pega Platform DevOps Invoking Deployment Manager APIs Capacity planning for sending and receiving email Pega Platform Data Integration Considerations when planning to send and receive email on a large scale Case attachments Pega Platform Case Management Setup and use of attachments in a case Center of Excellence health assessment Pega Workforce Intelligence Workforce Intelligence How to gauge adoption of Workforce Intelligence within an organization Channel Integration with Pega Customer Decision Hub Pega Customer Decision Hub Partners and Integrations Channel integration with Pega Customer Decision Hub Chatbot Engine extensions Pega Platform Conversational Channels A list of Pega Chatbot engine extension points which you can use to customize the conversational channels behavior. Choosing between a Pega API and a custom API Pega 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 Pega Robotic Process Automation Robotic Automation Setting up and implementing a Citrix environment when creating automations. Clipboard management in Pega Infinity Pega Platform System Administration Clipboard management in Pega Infinity Co-existence Pega Platform Case Management Publishing case types from an older version of Pega Platform to an application on the newer version of Pega Platform Comparing data in a customer journey through Compare UI Pega Customer Service Communications and Media Best practices for implementing and using Compare UI Configuration sets Pega Platform Low-Code App Development Leveraging configuration sets for easy, upgradable application configuration Configure Pega Sales Automation as a master system of record Pega Sales Automation Sales Automation Best practices for configuring the system of record in Pega Customer Relationship Management suite Configuring AD FS and Pega Robot Manager for single sign-on Pega Robotic Process Automation Robot Manager Tips for configuring Pega Robot Manager for AD FS. Configuring Asynchronous Processing Pega Platform System Administration Options available for implementing parallel processing for better user-experience and increased throughput Configuring Dynamic System Settings Pega Platform System Administration Guidelines for configuring dynamic system settings Configuring KYC significant flags and controlling flags in CLM Pega Client Lifecycle Management for Financial Services Financial Services Configuring KYC significant flags and controlling flags in CLM Configuring and Managing logs Pega Platform System Administration An overview of logging tools in Pega Platform Configuring and extending stages, statuses, and work queues Pega Product Composer for Healthcare Healthcare and Life Sciences Design inputs and details for configuring and extending stages, statuses, and work queues Configuring data for product availability processing in Pega Foundation for Financial Services used by Financial Services applications Pega Foundation for Financial Services Financial Services Configuring the availability of Financial Services products in SAFS & CLM Configuring elements on the patient timeline in Care Management Pega Care Management Healthcare and Life Sciences Configuring elements on the Care Management patient 360 timeline Configuring external authentication for a mobile app Pega Platform Mobile Configuring authentication for a mobile app by using different protocols and external identity providers. Configuring lists with local and external data Pega Platform Data Integration Configuring lists with local and external data Configuring search for Pega Knowledge Pega Customer Service Knowledge Management Instructions on how to set up the search functionality in Pega Knowledge 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 Controlling public peering access to Pega Cloud with BGP Pega Platform Pega Cloud Guidance and best practices on using Border Gateway Protocol (BGP) to optimize public peering access to Pega Cloud. Correspondence Templates Pega Smart Investigate for Payments Financial Services Learn how to configure Correspondence Templates Create a Custom Code Group in Pega Foundation for Healthcare Pega Foundation for Healthcare Healthcare and Life Sciences 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 Pega Foundation for Healthcare Healthcare and Life Sciences 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 Government Guide to adding a new entity to PGP Creating Pega Knowledge articles and leveraging in Customer Service Pega Customer Service Knowledge Management Simplify how information and answers are presented to their agents/CSRs Creating a Real-Time Container Pega Customer Decision Hub Next Best Action Creating a Real-Time Container in in Pega Customer Decision Hub Creating a Self-service application for Pega Customer Service Pega Customer Service Self Service Mashup Best practices for creating self-service apps on Pega Customer Service Creating a custom treatment distribution report for simulations Pega Customer Decision Hub Testing and Simulation Distribution Simulations have a summary report at the Action level that is build into Pega Customer Decision Hub. This article shows how to prepare a custom report at the Treatment level using Simulation result dataset. Creating a new KYC due diligence case in CLM Pega Client Lifecycle Management for Financial Services Financial Services Creating a new KYC due diligence case in CLM Creating a new implementation application on Pega Customer Service Pega 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 Pega Client Lifecycle Management for Financial Services Financial Services Create a new journey in CLM and, where relevant, create associated subjourneys. Creating and extending sequences to customize adjudication Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences Description and use of sequences in the Smart Claims Engine application. Creating article tags in Pega Knowledge Pega Customer Service Knowledge Management Pega Knowledge article tags Creating authentication registration for external users Pega Platform Security Best practices for creating authentication registration for external users Creating case stages Pega Platform Case Management When to create case stages Creating custom Ruta scripts for entity extraction Pega Customer Service Chat and Messaging Creating custom entities with Ruta scripts Creating guided event flows using UI patterns Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences Learning about the Smart Claims Engine (SCE) guided event resolution flow Creating new email channels in customer service Pega 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 Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences Describes the pattern behind adding new event codes Creating new, extending existing and bypassing modules Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences Optimizing modules for the Smart Claims Engine for Healthcare Creating orchestrations to control claim processing Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences 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 Pega Customer Service Service Cases / Tasks Best practices for creating service cases in App Studio by using the service case template Creating the test data mockup process Pega Customer Decision Hub Testing and Simulation Creating the process to populate mock-up data in a sample multi-level structure and covers a few methods for testing service and strategies using the generated mockup data. Creation of due diligence profiles and profile suites Pega Client Lifecycle Management for Financial Services Financial Services Creating due diligence profiles and profile suites Currency Conversion in Pega Foundation for Financial Services Pega Foundation for Financial Services Financial Services Currency Exchange Rate Data Structure Custom guardrail warnings Pega Platform Enterprise Application Development Custom guardrail warning configuration, explanation and examples Customer Service methodology for agent interaction and Customer composite data placement Pega Customer Service Customer Composite / 360 Best practices for designing a customer service application Customizing email notifications in Pega Customer Service for Financial Services Pega Customer Service Financial Services Learn how to use the rules in the Intake and Resolution email templates to customize email notifications in Pega Customer Service for Financial Services. Data Access Security Event Monitoring Pega Platform Security Advice for monitoring and interpreting data access security events Data Integrity - Patterns & Anti-Patterns Pega Platform Enterprise Application Development Salient Do's & Don'ts for maintaining data integrity Data page conversion configuration Pega Smart Investigate for Payments Financial Services Describes the procedure to implement data page conversion. Data science tools for Pega Customer Decision Hub Pega Customer Decision Hub Artificial Intelligence Use external data science tool with Pega Platform Debugging and validating offline-enabled apps with the JavaScript console Pega 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 Pega Platform Security Defining the authorization model. Defining Pega scenario tests Pega Platform DevOps Best practices for defining scenario tests Defining case dependencies at run time Pega Platform Case Management Guidelines for successful definition of case dependencies at run time Defining case statuses Pega Platform Case Management Defining case statuses Defining engagement policies to qualify customers for an action based on their interaction with another action Pega Customer Decision Hub Next Best Action Restrict an action to only be applicable after a customer interacted with another action by using interaction history in engagement policies. Delete reference data record (Soft-Delete) without physically removing record from the table in PFFS Pega Foundation for Financial Services Financial Services Deleting a record without physically removing it from the table Design inputs for extracting data for reporting, QC, and downstream integration Pega Product Composer for Healthcare Healthcare and Life Sciences Design inputs for extracting data for reporting, QC, and downstream integration Design pattern for integration data mapping Pega Platform Data Integration This article explains a unique design pattern for data mapping by comparing it with traditional approach Design patterns for Integration Designer using App Studio Pega Platform Data Integration Design patterns for Integration Designer using App Studio Designing Pega unit tests Pega Platform Low-Code App Development Best practices for designing Pega unit tests Detecting duplicate cases Pega Platform Case Management Configuring the Search Duplicate Cases tool in Pega Platform Documents and attachments - Ingesting docs, extracting data, and populating cases Pega 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 Pega Smart Investigate for Payments Financial Services Save time by identifying duplicate cases in your application using the duplicate search functionality. Dynamically Driving Appeals, Grievances, & Organization Determination Sub-Cases from a Complaint Case Pega Foundation for Healthcare Healthcare and Life Sciences How to create complaint category and reason combinations to drive appeals, grievances, and OD sub-cases. Edit Queue processors and Agents to set up a system Pega Platform Low-Code App Development Editing queue processors and agents to optimize setting up a system Edit Telephony Integration with Pega Customer Service Pega Customer Service Pega Call Editing Telephony Integration with Pega Customer Service Editing Creating Guided Troubleshooters Pega Customer Service Knowledge Management Guided Troubleshooting Editorial Best Practices Editing file listener vs queuing Pega 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 Pega Customer Service Interaction Management Using the interaction wrap-up feature. Electronic signatures Pega Platform Data Integration Covers integration with applications that support electronic signatures. Enabling service cases to smartly extract content from images using Pega NLP and Google Vision Pega Customer Service Communications and Media Extract text from photos using Pega NLP and Google Vision Enabling verbose-level Runtime logging Pega Robotic Process Automation Robotic Automation How to implement verbose-level logging to diagnose issues in Runtime Ensuring compliance and upgradability by using best practices for application development Pega Platform Low-Code App Development Ensuring compliance and upgradability by using best practices for application development Establish parent-child relationships on case types at run time Pega Platform Case Management Use case for establishing parent-child relationships on case types at run time Establishing a prescriptive Route to Live Pega Platform Cloud Services Establish a prescriptive Route to Live for your Pega applications deployed in Pega Cloud Services that are efficient, easily upgradable and that allow for continuous improvement. Ethical Bias check algorithms Pega Customer Decision Hub Testing and Simulation Ethical Bias check algorithms Exporting Interaction History from Pega Cloud Pega Customer Decision Hub Partners and Integrations Data export Extend Add Child Dependent Microjourney Pega Customer Service Healthcare and Life Sciences Learn how to extend the Add Child Dependent Microjourney Extending View Benefits Microjourney Pega Customer Service Healthcare and Life Sciences Learn how to extend View Benefits Microjourney. Extending and leveraging data extract report Pega Product Composer for Healthcare Healthcare and Life Sciences Extending and leveraging data extract reports Extending coverage data to leverage inheritance Pega Product Composer for Healthcare Healthcare and Life Sciences Details for extending coverage data in PCS Extending healthcare claims API Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences Guidelines for extending Healthcare Claims API to accommodate external information Extending portals to enhance the claims processing experience Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences Concepts and considerations for extending claim processing portals. Extending processing flows with action codes Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences Guidelines for extending processing flows by using action codes Extending real-time container request Pega Customer Decision Hub Digital Personalization Extend the real-time container payload so an external application can pass additional input. Extending the Healthcare Foundation Data Model Pega Foundation for Healthcare Healthcare and Life Sciences How to extend PFHC's data model Extending the Prior Authorization request Microjourney Pega Care Management Healthcare and Life Sciences Identify and add extension points in the Prior Authorization request Microjourney Extending the document generation feature Pega Product Composer for Healthcare Healthcare and Life Sciences Leveraging document generation feature in PCS Extending the policy selection and payment information in the Make Payment Microjourney for Pega Customer Service for Insurance Pega Customer Service Insurance Steps for extending the Make Payment Microjourney with new policy selection and payment information options Extensibility patterns Pega Platform Enterprise Application Development Patterns to designing an application for reuse and extension Extensions in "Bill Search" feature Pega Customer Service Communications and Media Different extension points are available in the Bill Search feature. External Data Validation Pega Platform Data Integration Using external data in a Pega application FAQ Document on Application Migration Pega Customer Decision Hub Change and Revision Management Pega Customer Decision Hup application migration FAQ Features and functions of the Task case in Care Management Pega Care Management Healthcare and Life Sciences Using and extending the Task case Gaining analyst and associate adoption Pega Workforce Intelligence Workforce Intelligence A sample script and tips for explaining the adoption of Pega Workforce Intelligence to associates and analysts Generating Next Best Actions for omni-channel execution and engagement Pega Customer Decision Hub Partners and Integrations Integration of Pega Customer Decision Hub with Adobe Real-time Profile in Experience Platform Handling class mapping limitations Pega 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 external assignments in Pega Pega Platform Case Management Configuring Directed Web Access and the anonymous user authentication as two methods for handling external assignments in Pega Healthcare - Extending the 837 Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences Guidelines for extending 837 to accommodate external information. High-throughput file processing Pega Platform Low-Code App Development Describes how to use file listeners to optimize high-volume data processing How is OCR used in Pega Robotic Automation? Pega 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 Pega Customer Service Communications and Media Search the content of PDF documents and present the results to users How to add payment method options to your customer journey Pega Customer Service Communications and Media 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 Pega Customer Service Customer Composite / 360 Configuring an express action How to create products that Financial Services apps will offer Pega Foundation for Financial Services Financial Services Creating a sample financial services product How to manage Operating Structure (T. O. M.) in PFFS Pega Foundation for Financial Services Financial Services Operating Structure Management How to test next best action strategy for a single customer in multiline decisioning context Pega Customer Decision Hub Next Best Action This wiki design pattern describes how to run efficient diagnostics at the strategy layer for a single customer and answer the question “Why does customer X not get action Y?”. How to use CRS regulations Pega Client Lifecycle Management for Financial Services Financial Services Learn how Pega CLM uses KYC Questionnaires to help financial institutions determine the CRS tax status of the customers. How to use EMIR regulations Pega Client Lifecycle Management for Financial Services Financial Services Learn how Pega CLM uses a KYC Questionnaire to help financial institutions handling EMIR obligations. How to use FATCA regulations Pega Client Lifecycle Management for Financial Services Financial Services Learn how Pega CLM uses KYC Questionnaires to help financial institutions determine the FATCA tax status of the customers. How to use FINRA Regulations Pega Client Lifecycle Management for Financial Services Financial Services Learn how Pega CLM uses a KYC Questionnaire to help financial institutions handling FINRA obligations. How to use MiFID Regulations Pega Client Lifecycle Management for Financial Services Financial Services Learn how Pega CLM uses KYC Questionnaires to help financial institutions handling MiFID obligations. IAA Data model for Insurance products Pega Foundation for Insurance Insurance IAA Data model for Insurance products Identify Case Types Pega Platform Case Management Identifying the case types for an application. Implement Portal Search in Customer Service Pega Customer Service Customer Search and Verification Create and customize searches in the Pega Customer Service portal. Implementing Add Mobile Service for Pega Case Management Edition Pega Customer Service Communications and Media Learn how to implement the Add Mobile Service case in an external desktop using Pega's Digital Experience (DX) APIs. Implementing Change Beneficiary for Pega Case Management Edition Pega Customer Service Insurance Walkthrough of the Change Beneficiary case type implementation using Case Management capabilities Implementing Claims Inquiry for Pega Case Management Edition Pega Customer Service Healthcare and Life Sciences Learn how to use Pega's case management capabilities in an external desktop. Implementing DocuSign in Customer Service for Insurance Pega Customer Service Insurance Key extension points in implementing DocuSign in Pega Customer Service for Insurance Implementing Fee Inquiry for Pega Case Management Edition Pega Customer Service Financial Services Learn how to implement the Fee Inquiry service case in an external desktop using Pega's Digital Experience (DX) APIs. Implementing Make Payment for Pega Case Management Edition Pega Customer Service Service Cases / Tasks Walkthrough of the Make Payment case type implementation using Case Management Edition capabilities Implementing Patient Assistance for Pega Care Management Edition Pega Customer Service Healthcare and Life Sciences Learn how to implement the Patient Assistance case type in an external desktop by using Pega's Digital Experience APIs Implementing Personal Auto Claim for Pega Case Management Edition Pega Customer Service Insurance Walkthrough of the Personal Auto Claim case type implementation using Case Management Editin capabilities Implementing Replace Card for Pega Case Management Edition Pega Customer Service Communications and Media Learn how to implement the Replace Card service case in an external desktop by using Pega's Digital Experience (DX) APIs. Implementing Statement Copy for Pega Case Management Edition Pega Customer Service Service Cases / Tasks Walkthrough of the Statement Copy case type implementation using Case Managment Edition capabilities Implementing and using product and plan flattening feature Pega Product Composer for Healthcare Healthcare and Life Sciences Details about implementing and using the product and plan flattening feature in PCS Implementing case types using Digital Experience APIs for Pega Customer Service Case Management Edition Pega Customer Service Service Cases / Tasks Learn how to render a Customer Service case in an external desktop using Pega's Digital Experience APIs Implementing case types using Digital Experience APIs for Pega Customer Service Case Management Edition in Salesforce Lightning Pega Customer Service Service Cases / Tasks Implement case types using Digital Experience APIs for Pega Customer Service Case Management Edition in Salesforce Lightning Implementing error handling for new and existing modules Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences Implementing error handling for new and existing modules Implementing search for current and history claims Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences 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 Pega Product Composer for Healthcare Healthcare and Life Sciences Implementing the Summary of Benefits and coverage (SBC) feature Implementing versioning Pega Product Composer for Healthcare Healthcare and Life Sciences Design inputs while implementing versioning in PCS Importing and Exporting Data in the Pega Customer Decision Hub Pega Customer Decision Hub Data Management Learn how to import and export data to and from Pega Customer Decision Hub. Importing and exporting actions Pega Customer Decision Hub Next Best Action Learn how to create or update actions through file export and import Importing external certificates into a Pega Keystore Pega Platform Security how to import external certificates into a Pega Keystore Improve Sales rep productivity by integrating Pega Sales Automation with Gmail extension Pega 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 Pega Sales Automation Sales Automation Learn how to improve sales reps' productivity by integrating Pega Sales Automation with the Outlook Add-in Improving performance with bulk processing Pega Platform Reporting Best practices for improving reporting performance by using bulk processing. Improving sales rep productivity in Pega Sales Automation by analyzing email conversations Pega Sales Automation Sales Automation Use the natural language processing (NLP) capabilities of Pega Sales Automation to provide intelligent suggestions to sales reps Improving the sales rep productivity by using the Microsoft Exchange sync technology in Pega Sales Automation Pega Sales Automation Sales Automation Learn about the different MS Exchange synchronization capabilities within Pega Sales Automation. Improving the user experience of chatbots Pega Platform Conversational Channels Advanced Configuration for Intelligent Virtual Assistants Industry accelerators for Pega Customer Decision Hub: Rapidly deploy solutions specific to your industry Pega Customer Decision Hub Next Best Action Explore accelerator components that speed up the implementation of Pega Customer Decision Hub for the communications, financial services, healthcare, and insurance industries. Ingesting data from Kafka topics into the Decision Data Store Pega Customer Decision Hub Data Management Learn how to configure you Pega Customer Decision Hub application to ingest customer data that a client system posts to Kafka topics. Integrating Google Cloud Vision Pega 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 Pega Government Platform Government Integrating Industry Applications with Pega Customer Service Integrating unit tests into build tools and Jenkins Pega Platform DevOps Guidelines on integrating Pega unit tests and scenario tests into build tools and Jenkins Integrating with Visa Disputes Engine Pega Disputes and Payments Exceptions Financial Services Describes the steps to integrate SD to VISA Intelligent Guidance - Suggested Task Reviews Pega Customer Service Intelligent Guidance Providing proactive interaction guidance for CSR's Intelligent guidance - Dialog, Coaching tips and Alerts Pega Customer Service Intelligent Guidance Best practices for creating dialogs, tips, and alerts for CSRs. Intent Task, Category, Data Source and Interaction Driver Pega Customer Service Interaction Management Relationships between rule types in Pega Customer Service Interactions vs Service cases Pega Customer Service Interaction management The differences between interactions and service cases and advice on how to handle them Interfacing with OData from the Pega Infinity Platform Pega Platform Cloud Services Interfacing with OData from the Pega Infinity Platform Large-scale batch processing Pega Platform System Administration Guidelines for successful batch processing Launching service cases from the composite screen Pega Customer Service Customer Composite / 360 Instructions on how to launch a service case from the composite screen Lead routing in Sales Automation Pega Sales Automation Sales Automation Describes automated lead routing Leverage Pega Government Platform (PGP) from Pega Customer Service Pega Government Platform Government Building a PGP Implementation Stack with Customer Service Leveraging self-learning models to ensure optimization in new situation Pega Customer Decision Hub Artificial Intelligence Leveraging self-learning models to ensure optimization in new situation Limiting the visibility of sensitive data items through attribute-based access control (ABAC) Pega Government Platform Government Learn how to limit the visibility of sensitive data items through attribute-based access control (ABAC), based on a set of examples. Load testing scenarios Pega Customer Decision Hub Testing and Simulation Load testing scenarios Loading and extending reusable entities in PCS Pega Product Composer for Healthcare Healthcare and Life Sciences Design inputs to consider while loading and extending the reusable entities in PCS Maintaining Robot Manager History Tables for Robot Manager V8.3.1 and earlier Pega Robotic Process Automation Robot Manager Describes how to manage history data in Robot Manager to prevent system issues. Manage BAU and project changes and revisions: Applications, Environments, and Processes Pega Customer Decision Hub Change and Revision Management Manage BAU and project changes and revisions: Applications, Environments, and Processes Managing priority or urgency Pega Platform Case Management Use urgency to standardize how case workers resolve cases. Mapping Standard Claim ID to Case Filing Claim ID Pega Disputes and Payments Exceptions Financial Services Map Standard Claim IDs to Case Filing Claim IDs Mass reprocessing, event groups, and event recycle Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences When to use a mass reprocess/adjustment, an event group or an event code recycle Measuring customer satisfaction with questionnaires Pega Platform Case Management How to use questionnaires to measure and track customer satisfaction Member data type in Pega Customer Service for Healthcare Pega Customer Service Healthcare Learn how you can capture consumer data in Pega Customer Service for Healthcare with the Member data type Merging duplicate data entities Pega Government Platform Government Merging duplicate data Microjourneys, personas, and data Pega Platform Low-Code App Development Defining Microjourneys, personas, and data in terms of best practices for successful case design Migrating from Unica campaign to Pega's Next-Best-Action paradigm Pega Customer Decision Hub Outbound Marketing Migrating from Unica campaign to Pega's Next-Best-Action paradigm Migrating to Next-Best-Action Designer Pega Customer Decision Hub Next Best Action Considerations when migrating to Next-Best-Action Designer Motivate and coach your sales reps by setting and tracking their goals Pega Sales Automation Sales Automation Setting up of Sales Goals and Timelines. Also captures ways to measure individual rep's performance against team's performance. OAuth 2.0 Security Event Monitoring Pega Platform Security Advice for monitoring and interpreting OAuth 2.0 security events Offline validation tools - client store content Pega Platform Mobile Described tools give apps developer possibility to see the offline apps database content on the device. Optimize an application's performance Pega Platform Low-Code App Development Testing and tuning an application during its application lifecycle to optimize performance. Optimizing performance tuning data processing through retrieval and indexing Pega Platform System Administration Guidelines on retrieving and indexing application data for faster processing PDF document generation patterns Pega Platform Case Management Methods of creating PDF files in Pega Platform PFFS: Reusability of existing org charts to Operating Structure Pega Foundation for Financial Services Financial Services Ability to reuse org charts created by other methods in Operating Structure landing page PGP Option Map Pega Government Platform Government Driving UI with Local Data Pega Customer Decision Hub Channel Emulator Utility Pega Customer Decision Hub Testing and Simulation Emulate the inbound real time requests made to Pega Customer Decision Hub real-time container and capture response APIs Pega IVR IVA integration with AWS Pega Customer Service Chat and Messaging Pega IVR IVA integration with AWS Pega Infinity Development Best Practices Pega Platform Enterprise Application Development Guidelines for Pega Platform developers to create efficient, sustainable, and guardrail-compliant applications Pega Infinity deployment guidance Pega Platform DevOps Best practices for Pega Infinity deployments Pega and Salesforce Integration Pega Platform Data Integration This guide is intended as a starting point or help if you need to use or update data from a Salesforce environment, focused mainly on Salesforce REST API. Pega's approach for true next best action outbound Pega Customer Decision Hub Outbound Marketing This design pattern explains how clients can apply Pega's Customer Decision Hub for Outbound marketing in a practical and cost efficient way. Performance checklist Pega Platform System Administration A performance checklist to make performant solutions by using Pega Platform Performing search on an embedded page list Pega Platform Reporting Learn how to effectively search on an embedded page lists. Personalizing emergency messages to increase impact Pega Customer Decision Hub Next Best Action Personalizing emergency messages to increase impact Planning your Pega Customer Decision Hub environments Pega Customer Decision Hub Next Best Action Establish and size your environments for Pega Customer Decision Hub Pre-emptively notify benefit issues Pega Customer Service Healthcare Learn how to use data flows Prescription plan data model Pega Foundation for Healthcare Healthcare and Life Sciences Understanding the prescription drug plan data model Preventing circular dependency references in a hierarchical tree Pega Platform Decision Management Performing validation to optimize hierarchical tree set up Proactive SMS to customers Pega Foundation for Communications pega Foundation Communications Communications and Media Communications and media To enable clients to trigger SMS to customers proactively using Twilio account. Process AI example application Pega Platform Decision Management Process AI example application Processing Fraud Claims in background Pega Disputes and Payments Exceptions Financial Services Setting up Claim Processing in background to reduce operator idle time Processing Mastercard queues Pega Disputes and Payments Exceptions Financial Services Describes the process and configuration of Mastercard queues using Pega Agents Processing Visa Queue using Pega Agents Pega Disputes and Payments Exceptions Financial Services Defining the process of handling Visa Batch Queue records using Pega Agents Propagating schema changes to child tables Pega Platform System Administration Schema changes in the base tables can be propagated to cloned tables in implementation layers to leverage the enhancements done in the Industry/CRM/framework applications. This article covers different options available in Pega Platform to propagate schema changes from parent tables to child tables. Also, it provides some insights on when to use which option. Queuing and routing customer requests in Pega Chat Pega Customer Service Chat and Messaging Recommendations for balancing chat queues and agent workloads. RACI chart for Next-Best-Action organizational teams Pega Customer Decision Hub Next Best Action RACI chart for Next-Best-Action organizational teams RPA automated testing Pega Robotic Process Automation Robotic Automation Discusses the use of automated testing with RPA solutions. Rapid Response to Emergencies Pega Customer Decision Hub Next Best Action Rapid Response to Emergencies Reopening a case Pega Platform Case Management Reopening a case after it has been marked as Resolved Resetting Smart Dispute data Pega Disputes and Payments Exceptions Financial Services Script to reset work object and related data SCE orchestration design patterns Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences SCE orchestration design patterns Seamless experience across Digital Messaging channels Pega 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 Pega Product Composer for Healthcare Healthcare and Life Sciences Search configuration and extension Securing a public facing application Pega Platform Security Securing a public facing application Securing persona-based access Pega Platform Security Best practices to follow when setting up an application and allowing certain personas to access certain information. Security Administration Security Event Monitoring Pega Platform Security Advice for monitoring and interpreting security administration events Sending automated emails using new case template framework Pega Customer Service Service Cases / Tasks Best practices for outbound case emails Setting the application perspective to payer or provider in Care Management Pega Care Management Healthcare and Life Sciences Customizing data collection for various healthcare uses. Setting the configuration when building an implementation layer Pega Care Management Healthcare and Life Sciences Instructions for updating the configuration page in Pega Care Management Setting up Operator Security record in Smart Investigate Pega Smart Investigate for Payments Financial Services Describes the procedure to set access restriction for users in Smart Investigate Setting up Pega Chat Pega Customer Service Chat and Messaging Suggestions for setting up Pega Chat to handle various customer interactions. Setting up Visa Financials Accounting Pega Disputes and Payments Exceptions 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 Pega 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 Pega Sales Automation Sales Automation Instructions for configuring customers in Pega Sales Automation for the B2C selling mode Single sign-on implementation examples Pega Workforce Intelligence Workforce Intelligence Different options to implement SSO through SAML 2.0 in Workforce Intelligence. Smart Claims Engine personas and portals Pega Smart Claims Engine for Healthcare Healthcare and Life Sciences SCE access groups, roles and portals summary Strategies for integrating Deployment Manager with Jenkins pipelines Pega Platform DevOps Strategies for integrating Deployment Manager with Jenkins Surfacing Dev Studio in App Studio Pega Platform Low-Code App Development Using Dev Studio to develop application functionality in App Studio TM Forum API Design Pattern for Comms Product Catalog Pega Foundation for Communications Communications and Media TM Forum API Design Pattern for Comms Product Catalog Theme Cosmos - Building UI with DX API compliance Pega Platform User Experience Best practices for developing an application interface Theme Cosmos - Customizing login and error screens Pega Platform User Experience Updating login and error screens to match the context of your application Theme Cosmos - Customizing section-based portals in App Studio Pega Platform User Experience Patterns for configuring Theme Cosmos portals in a section-based application. Theme Cosmos - Design templates: customization and optimization with helper classes Pega Platform User Experience Customization guidelines for design templates with the use of CSS helper classes Theme Cosmos - Handling spacing in sections created using design templates Pega Platform User Experience Limiting unnecessary empty space in sections that are based on design templates Theme Cosmos - Integrating PowerBI and QlikView reports Pega Platform User Experience Embedding external web-based BI/analytic tools such as PowerBI and QlikView into a user's dashboard Theme Cosmos - Minimizing a modal window built on the OOTB template Pega Platform User Experience Add an option to minimize a modal window Theme Cosmos - Persona-specific portal configuration Pega Platform User Experience Configure portal access by personas and permissions Theme Cosmos - The Utility Panel Pega Platform User Experience A description and customization of utilities in Theme Cosmos applications Theme Cosmos - Using the Pega API (DX API) Pega Platform User Experience Guidelines for developing an application interface Theme UI-Kit - Configuring advanced settings for hierarchical tables Pega Platform User Experience Guidelines for setting up advanced capabilities for hierarchical tables Theme UI-Kit - Customizing an application with App Studio Pega Platform User Experience How to customize an application using low code tools App Studio Theme UI-Kit - Skin: overview and best practices Pega Platform User Experience Description of the skin rule and related best practices Theme UI-Kit-Styling a Search box Pega Platform User Experience Style a search box to look like standard search boxes Timelines across multiple time zones Pega 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 Pega Platform Conversational Channels Troubleshooting NLP issues - so that customers can self service NLP issues before reaching GCS. Types of robotic automations Pega 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? Pega 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 Pega Foundation for Healthcare Healthcare and Life Sciences A brief introduction to the RxNorm drug database, and the Pega Foundation for Healthcare's RxNorm search and display feature. Understanding off-computer codes Pega Workforce Intelligence Workforce Intelligence Leveraging off-computer codes to better understand how employees work. Understanding the Medical Dictionary for Regulatory Activities Pega Foundation for Healthcare Healthcare and Life Sciences 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 Pega Platform Case Management Unifying ID across all case types Updating columns in a table without erasing data in other columns in the same row Pega Customer Decision Hub Data Management Using the merge shape in Data flow to update table columns without affecting existing content Using AWS Privatelink to connect enterprise resources to Pega Cloud Pega Platform Pega Cloud Guidance and best practices on using AWS Privatelink to connect your enterprise resources to Pega Cloud Using Citrix Contexts Pega Robotic Process Automation Robotic Automation Learn how to create robotic automations that run in a Citrix context. Using Pega Case Management Edition with the React Starter Pack Pega Customer Service Service Cases / Tasks Learn how to render a Customer Service case in an external desktop by using Pega's Digital Experience APIs with React Starter Pack Using a Google AI model in Pega Pega Platform Decision Management Using a model built in Google AI platform in Pega 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 Pega Platform Conversational Channels Using natural language processing and machine learning to optimize email bots Using multi-level decisioning to determine the next best action Pega Customer Decision Hub Artificial Intelligence How-to Using optimized and non-optimized tables Pega Platform User Experience Using optimized and non-optimized tables Using participants in cases Pega Platform Case Management How to use participants (parties) in cases effectively in Pega Platform from 8.x Using reporting efficiently Pega Platform Reporting Instructions on using reporting efficiently Using special operators in ABAC READ policy conditions Pega Platform DevOps Performance remediation options for ABAC READ policy conditions that use special operators. Using the Microsoft Excel connectors Pega Robotic Process Automation Robotic Automation Choosing a connector when automating Microsoft Excel or manipulating Excel files. Using the Pega Accessibility Inspector Platform User Experience Using the Accessibility Inspector Using the Pega Product Catalog for Communications for sales journeys Pega Customer Service Communications and Media How to create the required product data in the Pega Product Catalog for Communications Using third-party testing tools with your Pega application Pega Platform DevOps An overview of the testing tools that can be used with your Pega application Visa fraud monitoring Pega Disputes and Payments Exceptions Financial Services Configurations of Visa fraud monitoring process When to use a dynamic case Pega Platform Case Management Deciding when to use a dynamic case When to use a sub-case Pega Platform Case Management When to use a sub-case to assist with processing work When to use sub-processes Pega Platform Case Management Deciding when to use a sub-process Worker notification and Workforce Intelligence Pega Workforce Intelligence Workforce Intelligence Describes factors to consider when deciding whether to notify workers that Workforce Intelligence is in use. Workforce Intelligence _ Understanding the impact of improvements Pega Workforce Intelligence Workforce Intelligence Assessing the impact of improvements by utilizing data in the Summary screen Workforce Intelligence - Data Exports Pega Workforce Intelligence Workforce Intelligence The data export options available from the Analysis tab Workforce Intelligence APIs Pega Workforce Intelligence Workforce Intelligence The business purpose of the different Workforce Intelligence APIs Workforce Intelligence Runtime Deployment Strategies Pega Workforce Intelligence Workforce Intelligence Different options and strategies for deploying the Workforce Intelligence runtime software

A notification that alerts you to ways in which you can improve workflows and paths by highlighting certain events that occur in workflows or paths or both. For example, an insight might note that there is excess waste in several workflows, and recommend that you review the Waste tab to determine ways to lower the amount of waste.

A business solution that automates workflows in your organization. Multiple, unrelated applications can be hosted in the same system. You create an application by running the New Application wizard.

A program component that defines and implements an interface between an external application acting as a client, and a Pega Platform system acting as a server. An external system can send a request to a Pega Platform application and receive a response.

For example, the Pega Cloud Services SFTP service provides Pega Cloud clients with simple, secure file transfers to and from their Pega Cloud applications.

An optional qualification that is available for supported rule types and is built upon an unqualified rule known as the base rule. By using circumstances in your application, you can easily support a variety of use cases.

One of the business outcomes included in a journey.

An optional qualification that is available for supported rule types and is built upon an unqualified rule known as the base rule. By using circumstances in your application, you can easily support a variety of use cases.

An internal background process that operates on the server that runs activities on a periodic basis. In a multinode cluster, an agent can run on multiple nodes.

A program component that defines and implements an interface between an external application acting as a client, and a Pega Platform system acting as a server. An external system can send a request to a Pega Platform application and receive a response.

For example, the Pega Cloud Services SFTP service provides Pega Cloud clients with simple, secure file transfers to and from their Pega Cloud applications.

An action that does not require human involvement but can instead be done programmatically.

An action that does not require human involvement but can instead be done programmatically.

Within Pega Robot Studio, solutions and projects are containers for all the items required to build and run a project. Solutions can include multiple projects. Once you deploy a solution to the Pega Robotic Automation Deployment Portal, it is known as a package.

One of the two characteristics:

- The time that a CSR is unavailable for servicing customer requests while they are working.

- The amount of time that is spent idle, with no input from the associate, shown as both an amount and a percentage of total time. This value is defined by the Workforce Intelligence team.

The top level of the three-level organization hierarchy that is available for use in all of your applications. The organizational structure affects the management reports, statistics, and rules that are available to users in that organization. One system can support multiple organizations. An organization is an instance of the Data-Admin-Organization class.

A business solution that automates workflows in your organization. Multiple, unrelated applications can be hosted in the same system. You create an application by running the New Application wizard.

The process or action of verifying the identity of a user or system. Authentication in Pega Platform ensures that only users and systems with verified identities can access resources such as web pages, APIs, and data.

A role that drives working sessions to further understand microjourney steps and to create the user stories used by the technical team. Different levels are Senior, Lead and Principle BA.

An interface that provides users with an organized set of work tools. Users navigate the application, collaborate, and complete work assignments mainly through portals. Typically, you create a separate portal for each user group within your application. For example, you can create a portal for regular employees, and a separate one for their managers. Most portals contain a navigation menu that leads to various pages and dashboards, as well as a menu for creating new work items. Additionally, portals might also include widgets that improve work efficiency. For example, you can design a portal that has a widget for frequently used reports, which helps managers save time and oversee their projects.

A definable structure that you can use to organize your workforce into logical groupings and reflect who reports to whom. Pega Workforce Intelligence uses the hierarchy that you define for reporting and analysis. You can label the levels in the hierarchy to match the company's business structure, such as divisions, departments, supervisors, managers, associates and so on.

A method of delivering goal-oriented results by handling business cases from start to a resolution and combining human actions with digital automations. In case management, you use data and people that are involved in a business process to visualize and model work, so that you can prepare a set of actions that lead to your objective. For example, you can model a process of approving candidates after reviewing job applications, from collecting documents from a candidate, through the job interview, to the final approval.

An entity that models data in your business processes and defines what information you need to provide to reach your business goal. For example, in a process of hiring new employees, you can create properties that correspond to the personal details of a candidate, such as a name, a surname, and an address. Then, when you review applications from different candidates, you provide values specific to each candidate. To save time and make your application more relevant to customers, you can reference properties in different elements of your application, and then populate them with data at run time. For example, you can include a property that references a customer name in an email that your application sends automatically. As a result, each time that the email message is personalized and includes an actual customer name. Properties help you collect and provide consistent data irrespectively of the method in which users interact with your application. By referencing properties, you ensure that a user receives the same information through a website, an email, or a mobile app.

The low-code development environment of Pega Platform.

A Pega Platform feature for retrieving, analyzing, and using data from business processes. For example, you can create a report with the number of resolved cases per user, and then use the report to assess user performance. You can also sort and filter data to make your report readable and organized.

A set of practices that bridge application development and operational behavior to reduce time to market and create a standardized deployment process so that you can deploy predictable, high-quality releases.

An application that provides a low-code, model-driven experience to configure and run continuous integration and delivery (CI/CD) workflows for your application.

A file that you can add to the business process to provide additional information, such as relevant correspondence and documentation. You can group attachments into categories to enhance efficiency and speed up the resolution process. For example, in a car accident insurance claim process, the user can add photographs of a damaged car to the Vehicle damage category and the medical care receipts into the Bodily injury category. Categorization of attachments helps to provide clear separation and context for each file that is associated with the business process.

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.

The primary data source for a data object, such as a connector, external database, or local data storage. For example, for an Employee data object, you might connect to a system of record that populates the data object with employee information fields such as Name, Department, and Start Date.

A measure of work accomplished or completed during a calendar interval.

A data instance that is used to change the performance of Pega Platform. Dynamic system settings that have Pega-Engine as the owning ruleset and key names that start with prconfig are known as prconfig settings. For easier maintenance, create a dynamic system setting data instance and set the value of the data instance to a prconfig setting, instead of directly updating prconfig settings.

The first level of organization of the tasks that are required to complete your business process. By providing stages, you organize work into logical phases that users of your application follow to reach an outcome. Stages visualize milestones or significant events in your business process and can also indicate a transition of work from one person to another. For example, if your business process is to review job applications, you can create Submission, Review, and Approval stages, each of which includes a different set of actions and is performed by a different person. Stages that are necessary to resolve a case through the basic, default path are called primary stages.

In a Microjourney™, stages are the milestones that leads towards an outcome.

Tools to develop apps that work on a wide range of mobile devices. By building native apps that users can install on their Android and iOS devices, you can use mobile capabilities and improve the user experience. For example, Pega Mobile users can access their content at all times, which helps them be productive regardless of network connection status.

(Deprecated) A configuration of panels (areas) in a harness that support a composite portal. Existing panel sets continue to function. As a best practice, upgrade panel sets to screen layouts.

The primary data source for a data object, such as a connector, external database, or local data storage. For example, for an Employee data object, you might connect to a system of record that populates the data object with employee information fields such as Name, Department, and Start Date.

A solution that provides services for customers to augment their staff. Pega Cloud supplies the infrastructure, operational support, and life-cycle management to support Pega applications as a cloud-delivered solution. Customers sign up for services through the Pega Cloud service catalog to address their application needs.

A permanent, unique identifier for a class that includes certain key parts, and the creation date and time of a single instance for rules and some classes. A handle is sometimes known as an internal key. The pzInsKey property holds the handle value for an object. The pzInsKey property is undefined until you save the object.

The second stage of Pega Express Delivery that describes day to day tasks during the first weeks of the project and the expected outputs: a detailed journey map, draft working software in Pega Platform, at least two sprints of user stories and effective governance structures. The goal is a more detailed understanding of the target software, which provides enough knowledge to configure rules and start all the project processes to track and measure success.

The act of closing a case by recording in the properties that work is complete.

As a case advances through a flow, information stored in its properties becomes more complete through user input and automatic processing. When the work for a case is complete, the case is marked as "resolved", or "closed".

A graphical representation that models a business process in your application by using graphical shapes and connectors to define a sequence of events. You can edit a flow in the life cycle of a case or by using the Flow form.

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.

The basic building blocks of an application, rules define the behavior of an application. There are many types of rules, each defining a different type of behavior. For example, rules define the display of a form, the fields that are used in your application, and the flows that define the process of completing work.

The system can reuse rules throughout your application. For example, in an application for ordering replacements parts, you can define a user interface to capture an address, and reuse the same rule for the UI to capture both the mailing address and the billing address for the order.

You define rules in an application to create a business solution for your organization and customers. Rules provide flexibility during the development process and help you design applications more efficiently, so that they can be implemented again in future projects.

The act of closing a case by recording in the properties that work is complete.

As a case advances through a flow, information stored in its properties becomes more complete through user input and automatic processing. When the work for a case is complete, the case is marked as "resolved", or "closed".

An entity that you use to cache data on demand to a clipboard page for use by one or more applications. A data page rule defines the source, scope, refresh strategy, editability, and structure of the cached data. Data pages were previously known as declare pages.

A table or array that associates data fields that are received from or sent to an external application with properties or other sources or destinations in Pega Platform. Data mapping is defined in service and connector rule forms.

A tool that shows all the business objects, data views, object dependencies, and external systems in an application.

A capability that you implement in your application. By defining features that are linked to rules and work items, you can improve the traceability of capabilities to their respective implementations.

A solution that provides services for customers to augment their staff. Pega Cloud supplies the infrastructure, operational support, and life-cycle management to support Pega applications as a cloud-delivered solution. Customers sign up for services through the Pega Cloud service catalog to address their application needs.

A collection of entities and attributes that describes the objects that are modeled in an application, and their relationship to each other.

An office worker or employee whose job function is primarily performed on the desktop and whose activities are reported on and summarized by Pega Workforce Intelligence. Associates must have Pega Robot Runtime installed on their computers. Pega Robot Runtime collects the information that Pega Workforce Intelligence presents. Associates are also called data collectors.

A Pega Platform method, distinct from a Java method. An operation that can be performed by one step of an activity ( Rule-Obj-Activity rule type), or by a Parse Structured rule ( Rule-Parse-Structured rule type).

The series of interactions between a customer and an organization that occur as the customer pursues a specific goal.

An independent review in a workflow by one person of some part of another person's work (and of the system's work), before that work becomes final. Verification is common in financial workflows involving large dollar amounts or sensitive legal commitments.

A method of delivering goal-oriented results by handling business cases from start to a resolution and combining human actions with digital automations. In case management, you use data and people that are involved in a business process to visualize and model work, so that you can prepare a set of actions that lead to your objective. For example, you can model a process of approving candidates after reviewing job applications, from collecting documents from a candidate, through the job interview, to the final approval.

A file that contains security certificates. To support Web Services Security and outbound email security, you can attach a keystore file to a data instance of the class Data-Admin-Security-Keystore.

The process of assigning tasks in a business process to an individual or group of individuals who are the most capable of completing those tasks.

For example, when creating an expense report, an employee creates the report, a manager approves it, and a payroll employee then sends the payment. To process employee compensation payments, you can route the task to the work queue of the payroll team, in which any member of that team can access, select, and process the work item.

If you need a specific person to work on the assignment, you can route the assignment to a work list. For example, when a human resource manager needs to approve employee time off requests, you can route the assignment to the worklist of the human resources manager.

If you need a person with a particular skill set to work on the assignment, you can route the assignment using business logic to a skilled group by defining a specific condition. For example, in an automobile quote request, a prospective customer fills in a form and selects an Electric vehicle check box. The request is then routed to the electric car insurance underwriters work queue, members of which specialize in electric cars.

A numeric value that brings visibility to unresolved work in your application. The number can range from 0 to 100 and is displayed in worklists and case details. The higher the urgency, the more important it is to address the unresolved work, such as an assignment or a case.

A metric that measures how a case was completed as assessed by your organization. Customer satisfaction is a perception of the customer's viewpoint, unrelated to whether your organization performed the work properly or in accord with your standards or industry standards. Use the standard property Work-.pyStatusCustomerSat to record customer satisfaction.

A characteristic that defines and holds data for your application. For example, the Customer data type might be used to manage customer contact information. It might include the customer's name, email, phone number, and so on. Data types are managed using the Data Explorer.

1) In user portals, a "team" is equivalent to a "work group". 2) One or more associates who work semi-autonomously on recurring tasks or towards a common goal. In a Pega Workforce Intelligence hierarchy, departments are comprised of teams. (Defined by the WFI team)

The top level of the three-level organization hierarchy that is available for use in all of your applications. The organizational structure affects the management reports, statistics, and rules that are available to users in that organization. One system can support multiple organizations. An organization is an instance of the Data-Admin-Organization class.

A single source of information that presents categorized content, such as tabs or tools. You can access information on a landing page with focus on a single category that you want to select. A number of landing pages can be accessed right at the launch of your application. For example, on the Application Quality landing page, you can view the health of your current application and identify improvements to make before you deploy an application.

Information that is captured during the life cycle of a case.

An interactive phone system that can respond to a caller input (voice or keypad) and either complete predetermined services or assist in properly routing the call to the appropriate CSR. An older term for an IVR is voice response unit (VRU). Common vendors include Avaya, Genesys, Syntellect, and Nuance.

A clipboard page that is a child of another page.

An ordered sequence of rules to run. In each step of a collection, you can define a precondition that is evaluated before execution, and a response action that runs after the step is completed.

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.

The building blocks of your user interface, sections can use design templates for their structure and contain such interactive UI elements as fields, buttons, lists, and so on. A section creates a functional chunk of a user interface, and can be reused throughout your application for improved consistency and efficient development.

For example, your application may need to display user data as a list of ID cards. You can create a section for the contents of a card, and then reuse that section so that the design of every card is consistent.

One of the following UI elements:

- A centralized workspace that displays operational information about your application and key performance indicators, such as the number of assigned items or the average time to resolve a case. A dashboard can include charts, reports, worklists, and other widgets.

- A single webpage that shows the current status and ongoing trends of your organization’s behavior. This data helps you to make informed decisions and guides you to specific investigations or outcomes.

Skins determine the general visual style of your interface and let you define the typography, placement, and appearance of UI elements. The skin separates content from presentation, so that you can reuse your configurations and keep a consistent UI design. For example, you can reuse a section anywhere in your application and retain a uniform style that is specific to your company.

Office workers or employees whose job functions are primarily performed on the desktop and whose activities are reported on and summarized by Pega Workforce Intelligence. Data collectors must have Pega Robot Runtime installed on their computers. Pega Robot Runtime collects the information that Pega Workforce Intelligence presents. Data collectors are also called associates.

The actions that are taken during a stage, in parallel or one after another. Processes can include assignments, automations, decisions, and sub-processes

A tab in Workforce Intelligence where you identify opportunities and see how much time has been spent in each application screen or on each webpage.