Pega Infinity design patterns

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

Pega Community Wiki
Design Patterns
Design PatternsApplicationCapability/Industry AreaDescription
Accessing Dev Studio features in App StudioPlatformLow-Code Application DevelopmentUsing Dev Studio to develop application functionality in App Studio
Action Flow TemplateCustomer Decision HubDecisioningLearn how to build a reusable Action Flow template
Adding a mainframe application to a robotic solutionRobotic Process AutomationRobotic AutomationDescribes how to add a mainframe application to a robotic automation solution.
Adding a new enrichment provider that is not yet available in Pega MarketplacePega Foundation for Financial ServicesFinancial ServicesAdd a new enrichment data provider for PFFS
Adding new circumstance types in the Manage Customer Circumstance MicrojourneyCustomer ServiceFinancial ServicesKey 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 journeyCustomer ServiceCommunications/AllExplores 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 journeysCustomer ServiceCommunicationsSearch the content of PDF documents and present the results to users
Analyzing idle timeWorkforce IntelligenceWorkforce IntelligenceHow to analyze and think about idle time in an organization
Applying validations to ensure data integrityPlatformLow-Code Application DevelopmentApplying various types of validations in an application
Attaching content to a casePlatformCase ManagementSetup and use of attachments in a case
Authenticating the identity of a user through digital messaging channelsPlatformConversational ChannelsAuthenticate the identity of a customer being serviced via a digital messaging channel.
Authenticating users to interact with web chatbotsPlatformConversational ChannelsAuthentication in Intelligent Virtual Assistant for Web Chatbot
Best practices for implementing high performing Pega Sales Automation applicationsSales AutomationPerformanceImplementing high performing Pega Sales Automation applications
Building UI with DX API compliancePlatformUser ExperienceBest practices for developing an application interface
Building a Taxonomy for Pega KnowledgeCustomer ServiceKnowledge ManagementBuilding Taxonomies for Pega Knowledge Editorial Best Practices
Building a Workforce Intelligence hierarchyWorkforce IntelligenceWorkforce IntelligenceHow to build a Workforce Intelligence hierarchy
Building for change by using App StudioPlatformCase ManagementBuilding applications using App Studio using configuration rather than customization
Building great dashboardsPlatformOperational Dashboards and ReportingThis document describes best practices for creating dashboards.
Building high performance into your Customer Service applicationsCustomer ServicePerformanceConsiderations and advice for building high-performance Pega Customer Service applications
Business operations in 1:1 customer engagementCustomer Decision HubBusiness agilityAn overview of Business Operations
Calculating the Production Focus score using data exportsWorkforce IntelligenceWorkforce IntelligenceHow to calculate Production Focus score using weekly/monthly data exports
Choosing between a Pega API and a custom APIPlatformData IntegrationFactors 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 UICustomer ServiceCommunicationsBest practices for implementing and using Compare UI
Configuring AD FS and Robot Manager for single sign-onRobotic Process AutomationRobot ManagerTips for configuring Pega Robot Manager for AD FS.
Configuring FS products as available for salePega Foundation for Financial ServicesFinancial ServicesConfiguring the availability of Financial Services products
Configuring advanced settings for hierarchical tablesPlatformUser ExperienceGuidelines for setting up advanced capabilities for hierarchical tables
Configuring and extending stages, statuses, and workbasketsProduct Composer for HealthcareHealthcareDesign inputs and details for configuring and extending stages, statuses, and workbaskets
Configuring and managing logsPlatformSystem AdministrationAn overview of logging tools in Pega Platform
Configuring lists with local and external dataPlatformData IntegrationConfiguring lists with local and external data
Configuring persona-specific portalsPlatformUser ExperienceConfigure portal access by personas and permissions
Configuring search for Pega KnowledgeCustomer ServiceKnowledge ManagementInstructions on how to set up the search functionality in Pega Knowledge
Configuring search in Pega Smart Claims EngineSmart Claims EngineClaims SearchConfiguring search fields in Pega Smart Claims Engine
Controlling who has access to an application and its dataPlatformSecurityDefining the authorization model.
Create a Custom Code Group in Pega Foundation for HealthcareFoundation for HealthcareHealthcareLearn 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 LayerFoundation for HealthcareHealthcareLearn how to create and handle appeals claims in Pega Foundation for Healthcare’s Appeals and Grievances manager layer.
Creating Guided TroubleshootersCustomer ServiceKnowledge ManagementGuided Troubleshooting Editorial Best Practices
Creating New Entities in PGPPega Government PlatformPublic SectorGuide to adding a new entity to PGP
Creating Pega Knowledge articles and leveraging in Customer ServiceCustomer ServiceKnowledge ManagementSimplify how information and answers are presented to their agents/CSRs
Creating a Self-Service application for Pega Customer ServiceCustomer ServiceSelf Service MashupBest practices for creating self-service apps on Pega Customer Service
Creating a new implementation application on Pega Customer ServiceCustomer ServiceApp Configuration and BehaviorsUnderstand 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 adjudicationSmart Claims EngineHealthcareDescription and use of sequences in the Smart Claims Engine application.
Creating article tags in Pega KnowledgeCustomer ServiceKnowledge ManagementPega Knowledge article tags
Creating authentication registration for external usersPlatformSecurityBest practices for creating authentication registration for external users
Creating automations that run in a Citrix contextRobotic Process AutomationRobotic AutomationLearn how to create robotic automations that run in a Citrix context.
Creating case stagesPlatformCase ManagementWhen to create case stages
Creating guided event flows using UI patternsSmart Claims EngineHealthcareLearning about the Smart Claims Engine (SCE) guided event resolution flow
Creating new email channels in customer serviceCustomer ServiceInteraction ManagementThe email channel template that is included with Pega Customer Service saves time when you create new email channels.
Creating new event codes for claim adjudicationSmart Claims EngineHealthcareDescribes the pattern behind adding new event codes
Creating new, extending existing and bypassing modulesSmart Claims EngineHealthcareOptimizing modules for the Smart Claims Engine for Healthcare
Creating orchestrations to control claim processingSmart Claims EngineHealthcareDescribes 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 ServicesPega Foundation for Financial ServicesFinancial ServicesDefining a sample financial services product
Creating service cases in App Studio by using the case templatePega Customer ServiceCase managementBest practices for creating service cases in App Studio by using the service case template
Customer Service methodolgy for agent interaction and 360 composite data placementCustomer ServiceCustomer Composite / 360Best practices for designing a customer service application
Customizing the brand and theme of an applicationPlatformUser ExperienceHow to customize an application using low code tools App Studio
Deciding between an unattended or attended robotRobotic Process AutomationRobotic AutomationHow to decide if you should use an attended or unattended robot when designing your automation.
Defining Pega Scenario TestsPlatformDevOpsBest practices for defining scenario tests
Defining and applying case statusesPlatformCase ManagementDefining case statuses
Defining case dependencies at run time by using the Wait shapePlatformCase ManagementGuidelines for successful definition of case dependencies at run time
Defining case views specific to case typesPlatformCase ManagementBest practices for defining case views specific to case types
Defining microjourneys, personas, and dataPlatformLow-Code Application DevelopmentDefining Microjourneys, personas, and data in terms of best practices for successful case design
Defining the age of a work item using pyAgeFromDatePlatformCase ManagementDefining the correct value for the pyAgeFromDate property
Deploying a Public Facing ApplicationPlatformSecurityDeploying a public facing application
Designing Pega unit testsPlatformLow-Code Application DevelopmentBest practices for designing Pega unit tests
Dividing work with child case typesPlatformCase ManagementWhen to use a sub-case to assist with processing work
Efficient wrap-up in Pega Customer ServiceCustomer ServiceInteraction ManagementUsing the interaction wrap-up feature.
Enabling verbose-level Runtime loggingRobotic Process AutomationRobotic AutomationHow to implement verbose-level logging to diagnose issues in Runtime
Ensuring data integrity for externally sourced dataPlatformData IntegrationUsing external data in a Pega application
Establishing parent-child relationships of cases at run timePlatformCase ManagementUse case for establishing parent-child relationships on case types at run time
Exporting data to ExcelWorkforce IntelligenceWorkforce IntelligenceThe data export options available from the Analysis tab
Extend the Add Child Dependent MicrojourneyCustomer ServiceHealthcareLearn how to extend the Add Child Dependent Microjourney
Extending coverage data to leverage inheritanceProduct Composer for HealthcareHealthcareDetails about how the coverage data can be extended in PCS
Extending portals to enhance the claims processing experienceOther Industry-Specific ApplicationHealthcareConcepts and considerations for extending claim processing portals.
Extending real-time container requestCustomer Decision HubCross-sell and upsell on digitalExtend the real-time container payload so an external application can pass additional input.
Extending the Prior Authorization request MicrojourneyCare ManagementHealthcareIdentify and add extension points in the Prior Authorization request Microjourney
Extending the View Benefits MicrojourneyCustomer ServiceHealthcareLearn how to extend View Benefits Microjourney.
Extending the policy selection and payment informationCustomer ServiceInsuranceSteps for extending the Make Payment Microjourney with new policy selection and payment information options
Extensions in "Bill Search" featureCustomer ServiceCommunicationsDifferent extension points are available in the Bill Search feature.
Extracting data for reporting, QC, and downstream integrationProduct Composer for HealthcareHealthcareDesign inputs for extracting data for reporting, QC, and downstream integration
Extracting data from documents and attachments into a casePlatformData IntegrationLearn more about how to handle documents and attachments, and how to extract their data into your cases
Gaining analyst and associate adoptionWorkforce IntelligenceWorkforce IntelligenceA sample script and tips for explaining the adoption of Pega Workforce Intelligence to associates and analysts
Gauging adoption of Workforce IntelligenceWorkforce IntelligenceWorkforce IntelligenceHow to gauge adoption of Workforce Intelligence within an organization
How to Configure an express actionCustomer ServiceCustomer Composite / 360Configuring an express action
How to use OCR and NLP to dramatically simplify customer experiencesCustomer ServiceCommunicationsExtract text from photos using Pega NLP and Google Vision
Identifying case typesPlatformCase ManagementIdentifying the case types for an application.
Implement Portal Search in Customer ServiceCustomer ServiceSearchCreate and customize searches in the Pega Customer Service portal.
Implementing DocuSign in Pega Customer Service for InsuranceCustomer ServiceInsuranceKey extension points in implementing DocuSign in Pega Customer Service for Insurance
Implementing attribute-based access control (ABAC)Pega Government PlatformPublic SectorLearn how to limit the visibility of sensitive data items through attribute-based access control (ABAC), based on a set of examples.
Implementing off-computer codesWorkforce IntelligenceWorkforce IntelligenceLeveraging off-computer codes to better understand how employees work.
Implementing the OOTB Insurance Submission Quality ScorePega Foundation for InsuranceInsuranceUnderwriting submission quality score radar chart
Implementing the SBC FeatureProduct Composer for HealthcareHealthcareImplementing the Summary of Benefits and coverage (SBC) feature
Implementing versioningProduct Composer for HealthcareHealthcareDesign inputs while implementing versioning in PCS
Importing and exporting data in Pega Customer Decision HubCustomer Decision HubData managementLearn how to import and export data to and from Pega Customer Decision Hub.
Importing and exporting data using APIsWorkforce IntelligenceWorkforce IntelligenceThe business purpose of the different Workforce Intelligence APIs
Improve sales rep productivity by integrating Pega Sales Automation with the Gmail extensionSales AutomationSales AutomationLearn 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 ExchangeSales AutomationSales AutomationLearn about the different MS Exchange synchronization capabilities within Pega Sales Automation.
Improving sales rep productivity by integrating Pega Sales Automation with the Outlook Add-inSales AutomationSales AutomationLearn 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 conversationsSales AutomationSales AutomationUse the natural language processing (NLP) capabilities of Pega Sales Automation to provide intelligent suggestions to sales reps
Improving the user experience of chatbotsPlatformConversational ChannelsAdvanced Configuration for Intelligent Virtual Assistants
Intake and Resolution Email Templates in Customer Service for Financial ServicesCustomer ServiceFinancial ServicesThe rules and components of the new email templates introduced in Pega Customer Service for Financial Services 8.5
Integrating Google Cloud VisionPlatformData IntegrationIntegrating 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 pipelinesPlatformDevOpsGuidelines on integrating Pega unit tests and scenario tests into build tools and Jenkins
Integrating PowerBI and QlikView reportsPlatformUser InterfaceEmedding external web-based BI/analytic tools such as PowerBI and QlikView into a user's dashboard
Integrating with external systems using REST APIsPlatformData IntegrationGuidelines on building Service REST APIs
Intelligent Guidance - Suggested Task ReviewsCustomer ServiceIntelligent GuidanceProviding proactive interaction guidance for CSR's
Intelligent guidance – Dialog, Coaching tips and AlertsCustomer ServiceIntelligent GuidanceBest practices for creating dialogs, tips, and alerts for CSRs.
Intent Task, Category, Data Source and DriverCustomer ServiceInteraction ManagementRelationships between rule types in Pega Customer Service
Interaction Portal UX and upgrades - What can I change?Customer ServiceStrategic AppsUI and UX guidelines for Pega Customer Service 8.5
Launching a service case from the compositeCustomer ServiceCase ManagementInstructions on how to launch a service case from the composite screen
Maintaining Robot Manager History Tables for Robot Manager v8.3.1 and earlierRobotic Process AutomationRobot ManagerDescribes how to manage history data in Robot Manager to prevent system issues.
Measuring the impact of process improvementsWorkforce IntelligenceWorkforce IntelligenceAssessing the impact of improvements by utilizing data in the Summary screen
Modifying the intake process for external dataPlatformData integrationBest practices for modifying the external system data intake process by editing the file listener and queuing
Optimizing an application's performancePlatformLow-Code Application DevelopmentTesting and tuning an application during its application lifecycle to optimize performance.
Optimizing performance tuning data processing through retrieval and indexingOther Industry-Specific ApplicationHealthcareGuidelines on retrieving and indexing application data for faster processing
Pega IVR IVA integration with AWSCustomer ServiceIVR IVAPega IVR IVA integration with AWS
Performance ChecklistCustomer Service, Frameworks, Application developmentPerformanceA performance checklist to make performant solutions by using Pega Platform
Planning for sending and receiving emails at scalePlatformData IntegrationConsiderations when planning to send and receive email on a large scale
Pre-emptively notify customers about benefit issuesCustomer ServiceHealthcareLearn how to use data flows
Preventing circular dependency references in a hierarchical treePlatformValidationsPerforming validation to optimize hierarchical tree set up
Processing Fraud Claims in backgroundSmart Dispute for IssuersFinancial ServicesSetting up Claim Processing in background to reduce operator idle time
Queuing and routing customer requests in Pega ChatCustomer ServiceChat and MessagingRecommendations for balancing chat queues and agent workloads.
Reopening a casePlatformCase ManagementReopening a case after it has been marked as Resolved
Resolving work with ad hoc casesPlatformCase ManagementDeciding when to use a dynamic case
Reusing resources with subprocessesPlatformCase ManagementDeciding when to use a sub-process
Robot Runtime deployment optionsWorkforce IntelligenceWorkforce IntelligenceDifferent options and strategies for deploying the Workforce Intelligence runtime software
Search configuration and extensionProduct Composer for HealthcareHealthcareSearch configuration and extension
Securing application access to specific personasPlatformSecurityBest practices to follow when setting up an application and allowing certain personas to access certain information.
Sending automated emails using new case template frameworkCustomer ServiceService Cases / TasksBest practices for outbound case emails
Setting the application perspective to payer or provider in Care ManagementCare ManagementHealthcareCustomizing data collection for various healthcare uses.
Setting up Pega ChatCustomer ServiceChat and MessagingSuggestions for setting up Pega Chat to handle various customer interactions.
Setting up Visa Financials AccountingSmart Dispute for IssuersFinancial ServicesDefining the process of leveraging Visa Financials and Handling Exchange Rate gains/losses
Setting up a Citrix environment when automating applicationsRobotic Process AutomationRobotic AutomationSetting up and implementing a Citrix environment when creating automations.
Setting up a system using queue proessors and agentsPlatformLow-Code Application DevelopmentEditing queue processors and agents to optimize setting up a system
Setting up customers in Pega Sales Automation for B2B selling modesSales AutomationSales AutomationInstructions for configuring customers in Pega Sales Automation for the B2B selling mode
Setting up customers in Pega Sales Automation for B2C selling modesSales AutomationSales AutomationInstructions for configuring customers in Pega Sales Automation for the B2C selling mode
Styling a Search Box with magnifying glass icon from a text boxPlatformUser ExperienceStyle a search box to look like standard search boxes
Telephony integration with Pega Customer ServiceCustomer ServicePega CallEditing Telephony Integration with Pega Customer Service
Timelines across multiple time zonesWorkforce IntelligenceWorkforce IntelligenceWhat 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 createRobotic Process AutomationRobotic AutomationLearn about the two types of automations that you can create with Pega RPA.
Unifying ID across all case typesPlatformCase ManagementUnifying ID across all case types
Updating login and error screens to match the context of your applicationPlatformUser ExperienceUpdating login and error screens to match the context of your application
Using OCR capabilities in your automationsRobotic Process AutomationRobotic AutomationDescribes how the OCR and PDF components are used when creating robotic automations.
Using an Enrichment or Screening MarketPlace ComponentPega Foundation for Financial ServicesFinancial ServicesExplores a unified approach to creating and extending integrations for Financial Services applications.
Using background processes to achieve consistent outcomes at scalePlatformSystem AdministrationGuidelines for successful batch processing
Using email bots for Natural Language Processing and Machine LearningPlatformConversational ChannelsUsing Natural Language Processing and Machine Learning to optimize email bots
Using personas as representations of users in application design and developmentPlatformLow-Code Application DevelopmentDeveloping personas
Using priority and urgency to standardize how cases are resolvedPlatformCase ManagementUse urgency to standardize how case workers resolve cases.
Using special operators in ABAC READ policy conditionsPlatformDevOpsPerformance remediation options for ABAC READ policy conditions that use special operators.
Using the Member data type in Pega Customer Service for HealthcareCustomer ServiceHealthcareLearn how you can capture consumer data in Pega Customer Service for Healthcare with the Member data type
Using the Microsoft Excel connectors in automationsRobotic Process AutomationRobotic AutomationChoosing a connector when automating Microsoft Excel or manipulating Excel files.
Using the Pega API (DX API)PlatformUser ExperienceGuidelines for developing an application interface
Using third party testing tools with your Pega applicationPlatformDevOpsAn overview of the testing tools that can be used with your Pega application
Utilizing action codes to manage SCE processingSmart Claims EngineHealthcareGuidelines for extending processing flows by using action codes