Pega Infinity 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 Accessing Dev Studio features in App Studio Platform Low-Code Application Development Using Dev Studio to develop application functionality in App Studio Action Flow Template Customer Decision Hub Decisioning 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 Adding new circumstance types in the 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. Adding 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. Adding the Advanced PDF Search component to customer journeys Customer Service Communications Search the content of PDF documents and present the results to users Analyzing idle time Workforce Intelligence Workforce Intelligence How to analyze and think about idle time in an organization Applying validations to ensure data integrity Platform Low-Code Application Development Applying various types of validations in an application Attaching content to a case Platform Case Management Setup and use of attachments in a case Authenticating the identity of a user through digital messaging channels Platform Conversational Channels Authenticate the identity of a customer being serviced via a digital messaging channel. Authenticating users to interact with web chatbots Platform Conversational Channels Authentication in Intelligent Virtual Assistant for Web Chatbot Best practices for implementing high performing Pega Sales Automation applications Sales Automation Performance Implementing high performing Pega Sales Automation applications Building UI with DX API compliance Platform User Experience Best practices for developing an application interface Building a Taxonomy for Pega Knowledge Customer Service Knowledge Management Building Taxonomies for Pega Knowledge Editorial Best Practices Building a Workforce Intelligence hierarchy Workforce Intelligence Workforce Intelligence How to build a Workforce Intelligence hierarchy Building for change by using App Studio Platform Case Management Building applications using App Studio using configuration rather than customization 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 operations in 1:1 customer engagement Customer Decision Hub Business agility An overview of Business Operations Calculating the Production Focus score using data exports Workforce Intelligence Workforce Intelligence How to calculate Production Focus score using weekly/monthly data exports 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 Comparing data in a customer journey through Compare UI Customer Service Communications Best practices for implementing and using Compare UI Configuring AD FS and Robot Manager for single sign-on Robotic Process Automation Robot Manager Tips for configuring Pega Robot Manager for AD FS. Configuring FS products as available for sale Pega Foundation for Financial Services Financial Services Configuring the availability of Financial Services products Configuring advanced settings for hierarchical tables Platform User Experience Guidelines for setting up advanced capabilities for hierarchical tables Configuring and extending stages, statuses, and workbaskets Product Composer for Healthcare Healthcare Design inputs and details for configuring and extending stages, statuses, and workbaskets Configuring and managing logs Platform System Administration An overview of logging tools in Pega Platform Configuring lists with local and external data Platform Data Integration Configuring lists with local and external data Configuring persona-specific portals Platform User Experience Configure portal access by personas and permissions Configuring search for Pega Knowledge Customer Service Knowledge Management Instructions on how to set up the search functionality in Pega Knowledge Configuring search in Pega Smart Claims Engine Smart Claims Engine Claims Search Configuring search fields in Pega Smart Claims Engine Controlling who has access to an application and its data Platform Security Defining the authorization model. 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 Guided Troubleshooters Customer Service Knowledge Management Guided Troubleshooting Editorial Best Practices 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 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 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 automations that run in a Citrix context Robotic Process Automation Robotic Automation Learn how to create robotic automations that run in a Citrix context. Creating case stages Platform Case Management When to create case stages 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 sample Financial Services products by using Product Designer for Financial Services Pega Foundation for Financial Services Financial Services Defining a sample financial services product Creating service cases in App Studio by using the case template Pega Customer Service Case management Best practices for creating service cases in App Studio by using the service case template Customer Service methodolgy for agent interaction and 360 composite data placement Customer Service Customer Composite / 360 Best practices for designing a customer service application Customizing the brand and theme of an application Platform User Experience How to customize an application using low code tools App Studio Deciding between an unattended or attended robot Robotic Process Automation Robotic Automation How to decide if you should use an attended or unattended robot when designing your automation. 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 by using the Wait shape Platform Case Management Guidelines for successful definition of case dependencies at run time Defining case views specific to case types Platform Case Management Best practices for defining case views specific to case types Defining microjourneys, personas, and data Platform Low-Code Application Development Defining Microjourneys, personas, and data in terms of best practices for successful case design Defining the age of a work item using pyAgeFromDate Platform Case Management Defining the correct value for the pyAgeFromDate property Deploying a Public Facing Application Platform Security Deploying a public facing application Designing Pega unit tests Platform Low-Code Application Development Best practices for designing Pega unit tests Dividing work with child case types Platform Case Management When to use a sub-case to assist with processing work Efficient wrap-up in Pega Customer Service Customer Service Interaction Management Using the interaction wrap-up feature. Enabling verbose-level Runtime logging Robotic Process Automation Robotic Automation How to implement verbose-level logging to diagnose issues in Runtime Ensuring data integrity for externally sourced data Platform Data Integration Using external data in a Pega application Establishing parent-child relationships of cases at run time Platform Case Management Use case for establishing parent-child relationships on case types at run time Exporting data to Excel Workforce Intelligence Workforce Intelligence The data export options available from the Analysis tab Extend the Add Child Dependent Microjourney Customer Service Healthcare Learn how to extend the Add Child Dependent Microjourney Extending coverage data to leverage inheritance Product Composer for Healthcare Healthcare Details about how the coverage data can be extended in PCS Extending portals to enhance the claims processing experience Other Industry-Specific Application Healthcare Concepts and considerations for extending claim processing portals. 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 View Benefits Microjourney Customer Service Healthcare Learn how to extend View Benefits Microjourney. Extending the policy selection and payment information 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. Extracting data for reporting, QC, and downstream integration Product Composer for Healthcare Healthcare Design inputs for extracting data for reporting, QC, and downstream integration Extracting data from documents and attachments into a case Platform Data Integration Learn more about how to handle documents and attachments, and how to extract their data into your cases 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 Gauging adoption of Workforce Intelligence Workforce Intelligence Workforce Intelligence How to gauge adoption of Workforce Intelligence within an organization How to Configure an express action Customer Service Customer Composite / 360 Configuring an express action How to use OCR and NLP to dramatically simplify customer experiences Customer Service Communications Extract text from photos using Pega NLP and Google Vision Identifying 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 Pega Customer Service for Insurance Customer Service Insurance Key extension points in implementing DocuSign in Pega Customer Service for Insurance Implementing 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. Implementing off-computer codes Workforce Intelligence Workforce Intelligence Leveraging off-computer codes to better understand how employees work. Implementing the OOTB Insurance Submission Quality Score Pega Foundation for Insurance Insurance Underwriting submission quality score radar chart Implementing the 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 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 data using APIs Workforce Intelligence Workforce Intelligence The business purpose of the different Workforce Intelligence APIs Improve sales rep productivity by integrating Pega Sales Automation with the 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 synching Pega Sales Automation with Microsoft Exchange Sales Automation Sales Automation Learn about the different MS Exchange synchronization capabilities within Pega Sales Automation. Improving 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 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 Pega unit tests and scenario tests into build tools and pipelines Platform DevOps Guidelines on integrating Pega unit tests and scenario tests into build tools and Jenkins Integrating PowerBI and QlikView reports Platform User Interface Emedding external web-based BI/analytic tools such as PowerBI and QlikView into a user's dashboard Integrating with external systems using REST APIs Platform Data Integration Guidelines on building Service REST APIs 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 Launching a service case from the composite Customer Service Case Management Instructions on how to launch a service case from the composite screen 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. Measuring the impact of process improvements Workforce Intelligence Workforce Intelligence Assessing the impact of improvements by utilizing data in the Summary screen Modifying the intake process for external data Platform Data integration Best practices for modifying the external system data intake process by editing the file listener and queuing Optimizing 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 Pega IVR IVA integration with AWS Customer Service IVR IVA Pega IVR IVA integration with AWS Performance Checklist Customer Service, Frameworks, Application development Performance A performance checklist to make performant solutions by using Pega Platform Planning for sending and receiving emails at scale Platform Data Integration Considerations when planning to send and receive email on a large scale Pre-emptively notify customers about 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 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 Resolving work with ad hoc cases Platform Case Management Deciding when to use a dynamic case Reusing resources with subprocesses Platform Case Management Deciding when to use a sub-process Robot Runtime deployment options Workforce Intelligence Workforce Intelligence Different options and strategies for deploying the Workforce Intelligence runtime software Search configuration and extension Product Composer for Healthcare Healthcare Search configuration and extension Securing application access to specific personas 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 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 a Citrix environment when automating applications Robotic Process Automation Robotic Automation Setting up and implementing a Citrix environment when creating automations. Setting up a system using queue proessors and agents Platform Low-Code Application Development Editing queue processors and agents to optimize setting up a system 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 with magnifying glass icon from a text box Platform User Experience Style a search box to look like standard search boxes Telephony integration with Pega Customer Service Customer Service Pega Call Editing Telephony Integration with Pega Customer Service 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. Understanding the types of automations that you can create Robotic Process Automation Robotic Automation Learn about the two types of automations that you can create with Pega RPA. Unifying ID across all case types Platform Case Management Unifying ID across all case types Updating login and error screens to match the context of your application Platform User Experience Updating login and error screens to match the context of your application Using OCR capabilities in your automations Robotic Process Automation Robotic Automation Describes how the OCR and PDF components are used when creating robotic automations. 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 background processes to achieve consistent outcomes at scale Platform System Administration Guidelines for successful batch processing 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 personas as representations of users in application design and development Platform Low-Code Application Development Developing personas Using priority and urgency to standardize how cases are resolved Platform Case Management Use urgency to standardize how case workers resolve cases. Using special operators in ABAC READ policy conditions Platform DevOps Performance remediation options for ABAC READ policy conditions that use special operators. Using the 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 Using the Microsoft Excel connectors in automations 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 third party testing tools with your Pega application Platform DevOps An overview of the testing tools that can be used with your Pega application Utilizing action codes to manage SCE processing Smart Claims Engine Healthcare Guidelines for extending processing flows by using action codes