PEGA CSSA case management

sindhuja cynixit
6 min readSep 25, 2020


CSSA Case Management, in PEGA, is a challenge. Cases regularly use multiple steps that must be performed to assess the general case. Commonly, case management types collect data from different systems, span several agencies, and may influence each other.

This case management is, however, multifaceted and needs to be aligned. Consistency, accuracy, and integrity are moved forward to guarantee the situation.

2.Case real-time management process:

For planning scenarios, PEGA case management blends continuous versatility with its selective “template by-doing” approach that enables ad-hoc additions. A capture prototype can be implemented in a comparable situation occurs.

This progressive approach allows complex, even “organic” case management, which continues to improve the reality of the completed casework.

For all unconventional case management, refine the case management process, which supports most of the work required. It is easy to put together, not to mention PEGA case management. Nevertheless, the procedures and substances needed for the case, its sub-cases, and activities, are.

Handle with efficiency each special case. You can respond to occasions naturally and gradually with the use of adaptive case flow.

The desktop of the PEGA case manager provides maximum visibility into each case. It resolved their ties to each other through sub-cases and undertakings. Improve continuity and dispense with errors.

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What is PEGA Case Management?

Processing cases with Case Management enhances the efficacy, continuity, and visibility of case procedures, minimizing costs, and enhancing efficiency. The way CSRs deal with case timelines and related backgrounds, such as documentation and attachments is by Case Management. Case Management allows business processes to address and CSRs to drive by the knowledge and activities most important to their role in the case. CSRs will communicate with customized event alerts, spaces, and Pulse to ensure that every caseworker is well-informed about a case’s progress.

Possibilities for design-time in PEGA

Plan Case Life Cycle

Facilitate the resolution of cases by establishing reusable models, which are case forms, for business processes. You design the application with the PEGA Case Designer by identifying the stages within a case form, then specifying the steps or processes that occur in each stage as the case is processed through its life cycle. This offers a simple way to capture priorities in a single view used by all case participants, from program designers to managers to end-users, to understand how a specific case forms functions and advances. See Defining the Case Life Cycle in Dev Studio and Defining the Case Life Cycle in App Studio for more detail.

  • Maximize efficacy through the introduction of the following features during the case life cycle:
  • Establish a hierarchy of parent-child cases to help and promote the resolution of more complicated cases. Organize smaller procedures into child cases that need handling to meet the conclusion of a parent case.
  • Define routing for assignments to ensure that a job route to a suitable CSR. You can assign a job to a job queue, worklist, or unique CSR, or you can specify the routing logic that the assignee prefers at runtime.
  • Define service-level agreements (SLAs) for a case form or particular stages or activities within the case to facilitate a timely case resolution. Enrich the SLAs and by adding escalation behavior, make them more effective.
  • Implement rules-based contextual processing to improve automation, which ensures that the most suitable policies and procedures are chosen for each event. The contextual processing based on rules facilitates job automation and routing, reducing the number of manual exceptions in turn.
  • Create surveys to allow CSRs to collect end-user information and feedback. Complement the surveys with different kinds of questions, such as a text box, a slider, or a matrix of radio buttons.
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Designer of Case Management

Case Designer is a tool that lets you generate types of cases and identify their cycles of case life. Case Designer is group into the tabs below:

  • A data model where you specify the data that you want to use in a situation, such as the address or phone number of the client.
  • Workflow, a visual and interactive depiction of the life cycle of an event. The graph is divided into phases, procedures, and steps, and alternative phases may be used. This tab allows you to add, change, or delete these elements directly.
  • Views in which you describe the user interface that communicates with CSRs and end-users.
  • Settings where case options can specify, such as email, push notification, and SLAs.
  • Test situations where the case types can evaluate. Only in Dev Studio is this tab open.

Run-time prospects

The strong, intuitive user interface of Case Management offers the following features to managers and CSRs that they need to ensure full efficiency when addressing complex, ad hoc, collaborative, and highly contextual cases.

  • Understandable view of tasks currently assigned to a CSR
  • Help for documents that CSRs can add, download, change, and work on documents with. From third-party servers, you can build or attach documents, upload local files, attach URLs, and reference documents.
  • Collaborative methods that include the following choices, such as spaces or pulses:
  • CSRs are of the status of work on cases carried out by colleagues
  • Multiple CSRs can function in a case without duplication or conflicts simultaneously.
  • Web access enables users from third parties to collaborate on cases

Actions which are measurable, actionable, and auditable and include the following elements:

  • Trail of audit logging both device and user activities
  • Records of the policy implemented at each phase
  • Graphical dashboard unique to the operator

Normal detailed reports

  • Custom report development through the reporting wizard, which can export for further review to Microsoft Excel
  • The ability to produce ad hoc work that, based on unusual business events or requirements, adds, or changes the planned process
  • An organization that helps CSRs to integrate ad hoc work back into the system
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Portals to Case Manager and Case Worker

The Case Manager portal includes a variety of tools and context that you can use to handle multiple cases and their activities effectively, whilst the Case Worker portal enables CSRs to concentrate on their specific tasks. Graphical representations of workload levels and job rates assist CSRs to grasp goals and to provide performance input to managers. Collaboration resources such as tags, Pulse, documents, and spaces you provide by the portals, where users can exchange information, track case progress, and collaborate.

Case Management Federated

You can link PEGA Platform applications with each other through the Federated Case Management (FCM) product. This makes it possible to build and operate on cases processed in another PEGA Platform framework by design-time developers and CSRs.

3.Management of Time:

Reduce time and costs for the implementation of solutions for case management. The skill of PEGA’s ‘plan by doing’ makes new cases, sub-cases, and tasks to save the reused ones.

The PEGA case planner offers a convenient interface for the introduction of modern case management software to generate new case forms and their associated procedures that simply speed up the process.

4.Case Types:

A) Temporary scenario:

You can use the Persist Case shape to create a temporary case, save money, and make sure only specific cases by your application. Apply the Persist Case form to the case’s life cycle.

B) Case Duplicate:

Duplicate Case is an open example of a type of case that coincides with a set of conditions you define. In market types, in identifying and disposing of cases of copying. To demonstrate the work of researching, updating, and resolving the two cases by preventing them.

Finally, these are the best things we need to know about PEGA CSSA, and we will update more details on this credential in upcoming articles.


I hope you reach a conclusion about case management in PEGA CSSA. You can learn more through Pega csa training.



sindhuja cynixit