In Pega, a case is one unit of work that has a start, an end and a path in between. A loan application, an insurance claim, a customer complaint and a new-hire request are all cases. Case management is the way Pega models, runs and tracks these cases from beginning to end.
What makes up a case type
| Part | What it is |
|---|---|
| Life cycle | The stages and steps a case goes through, for example Intake, Verify, Approve, Fulfil |
| Data model | The properties and data the case holds, such as applicant, amount and status |
| Views | The screens that people use to work on the case |
| Roles and routing | Who gets each task and what they are allowed to do |
| Service levels | Goals and deadlines, and what happens when they are missed |
| Rules and decisions | The business logic behind each step, such as approval limits |
Stages, steps and processes
- A stage is a major phase of the case, such as Verification.
- A step is a piece of work inside a stage, such as "Check ID".
- A process is the flow of tasks behind a step. It can include assignments for people, automations and decisions.
- Cases can also have alternate stages for exceptions, such as Withdrawn or Rejected, and child cases for sub-tasks that run in parallel.
A worked example: loan application
- Intake: the customer or clerk enters personal and income details.
- Verification: a check of identity and documents. Each document is a child case so several can be checked at once.
- Decision: a decision table works out the risk band. Small loans are approved automatically. Large ones go to the manager's queue.
- Fulfilment: the loan is set up, the customer is notified, and the case is resolved.
If the manager does not act within two days, a service level escalates the assignment. At any point, the case shows who has it, what has been done and what is still to do.
Why it matters
- Work is visible. Anyone with access can see where a case is.
- The process is data driven. Business users can change a stage or a limit without a new release.
- Every action is recorded in the case history, which helps with audits.
Interview tip
Describe a case as a unit of work with a life cycle, then walk through a familiar example like the loan above. Mention stages, steps, routing and service levels. More about locking in case locking and the Case Management label.
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