Case Management

What is Case Management ?

A definition from PEGA https://community.pega.com/knowledgebase/articles/case-management-overview

A case, which represents a business process, is made up of many stages, processes, tasks, policies, and supporting content. The case as a whole continues to change throughout its life cycle due to internal and external events. Depending on the context of the case, individual tasks, processes, or stages can be resolved by different customer service representatives (CSRs). This flexibility helps you achieve your goals in the most effective way.;

Objective/Purpose  of case management :

Accountability

Productivity

efficiency

Consistency

Tracking

Visibility

Overall improved  quality of business management

Request Channel (omni) -  A channel is a messaging service or voice service

• Email ( offline unformatted text conversation)
• Phone(manual online Oral -conversation)
• IVR (Automated Oral -conversation)
• Chat ( online unformatted text conversation)
• Web (self-service) - Direct case creation access to end user
• Mashup -
• Mobile -  Direct case creation access to end user
• Integration from other application:  (structured text conversation - both offline and online)

                                   XML.JSON,SWIFT,CAMT,Telex etc ICD's

Case Creation ( Design case) - What is required for case creation/initiate a case?

• Who is the requestor?
• Contacts -Parties
• What is your member ship?
• Insurance account?
• Bank Account?
• What is the transaction?
• Purpose of the conversation -call/Inquiry ?
• Which product?
• What is the issue?
• Do we need to keep the case open or resolve the case?
• Do we need to send any acknowledgment of case creation?

While case creation:

• Validate all mandatory fields
• Is there any previous inquiry from same requestor on same topic? Duplicate check?
• Pull the required additional information automatically
• Contact
• Account
• Insurance
• Transaction

Once the case is created?

• What is the case number/tracking number?
• What is the urgency?
• What tasks(assignment) we need to create?
• Whom should we assign the task(assignment)? routing
• What is the time limit to complete the task? SLA

                                   Keep a time limit for each task

• Do we need any approval to complete the task? Maker and  checker

Integrations:

•  How can we complete the task?
• What are the dependencies?
• Do you need additional information?

Evidences?

• How to manger additional information received or gathered in the process? Attachments?
• How to link additional information with case ? Linking

Event Tracking?

• How do we track all actions/events  performed in the process?
• What is automatic Process?
• What is manual process and who did what? History/Audit

Oracle Global Temporary Table

A temporary table is a table that holds data only for the duration of a session or transaction.


CREATE GLOBAL TEMPORARY TABLE xyz( column1,column2 ) ON COMMIT DELETE ROWS;


by executing below statement it automatically deletes the rows.

select column1,column2 from xyz;
commit;

Load Testing Terms

What is 90 percentile ?

suppose the response times are 1, 2, 3, 4, 5, 6, 7, 8, 9 & 10.

9 is the 90 percentile

What is Think time?

The time between the completion of one request and the start of the next request. 

What is PACE Time?

How fast the script submitting server requests?

Throughput= Total No of Transactions/Time in Seconds , Pacing= (Response_Time + Think_Time)

From Your Requirements- Total No of iterations 100 and 1 iteration have 6 transactions, So total no of transactions = 600

Throughput for 1 Minute is: 600/60 = 10 , Throughput for 1 Sec is: 0.16

According to formula 50 = 0.16*(Pacing) Pacing = 312.5 seconds

To achieve 100 Iterations in 1 Hour you have to set pacing 312.5 seconds, Make sure Pacing = Response_time + Think_Time.

What is Correlation  ?

Correlation is the capturing of dynamic values passed from the server to the client and back. We save this captured value into a LoadRunner parameter, and then use this parameter in the script in place of the original value.

Pega and Cloud

Cloud Types/Services :

SaaS - Software as a Service 
PaaS - Platform as a Service
IaaS - Infrastructure as a Service 

Benefits/advantages  of cloud computing.

• Usage based costs
• Scalable-On-demand 
• Quick to market

Deployment Models.

• Private
• Public cloud providers
• Hybrid

Pega Cloud options.

• Public cloud option
• Pega Managed cloud: ( PaaS and SaaS options)
• Customer Managed cloud (IaaS -Amazon AWS, Microsoft Azure, Google Cloud platform) 
• Partner/vendor  Managed cloud (IaaS -Amazon AWS, Microsoft Azure, Google Cloud platform) 
• IaaS+ PCF(Pivoatal Cloud Foundry) = (PaaS)

• Private cloud
• Customer Managed clouds -
• CaaS(Container as Service)
• Docker option

Non-Cloud options.

• Physical servers for all layers- On-Premise

More to explore or limitations.

Pega Cloud does support only tomcat and PostgreSQL

Pega Frameworks

What is Pega Frameworks ?

• Generic solution to an Industry problem or requirement. 

• As it is generic it may not 100% fit into your organization needs but instead of building an application from scratch  you can extend the generic layer and customize as per your organization needs.

• if the customization need is more than 50%  better to implement from scratch 

•  if the PEGA implements the customized features in the  later  version in different way  it will be very difficult for upgrades

PEGA Features

What is PEGA PLATFORM

• PEGA Platform is a Java(J2EE)/WEB based BPM tool which has integrated Development environment and integrated Administrator  Portal.

• Pega application can be deployed as a war file or EAR file and it is very lightweight ( rebuild of war file never required except some exceptional configuration change scenario).

• The automic development unit in PEGA is called rule ( Similar to java class instance). 

• Rule is an instance of a Rule Type/Rule Class,  rule forms used to create rules.

• Ruleset is deployment unit for a set/group of rules. 

• Rules schema  contains all the list rules and dependencies  shipped part of pega platform and the rules developed part of your development using the pega platform.

PEGA PLATFORM features 

• Rapid Applications Development
• low  code development features( Dev studio and App studio).
• form based and declarative based development
• layered Architecture (reuse)

• Case Management
• Case/Ticket registration via Omni channel
• Case sequence
• Case classification (case types)
• Case routing/prioritization(IVA)
• SLA
• Maker checker 

• Audit trail 
• capture user/automated  events in case life cycle
• summary/detail view of audit

• Documents support
• document upload and download for evidence
• summary of document 

• Auto Event Management
• Automatic SLA trigger
• Alerts
• escalations

• Entitlement
• Role based entitlement
• Attribute based

• Integrations-
• rich set of built in integrations
• Supports Integration to  latest tools
• configuration based Integration 

• Reporting
• number of reporting options
• Manger(user) configurable reports

• Dashboard
• Variety of Built in widgets
• user configurable widgets
• Senior manger views

• Delegation
• Business policies delegation options

• NLP
• Built in NLP features for unstructured communication

Table Partition's in PEGA

PEGA and Table Partition

• Table partition is splitting larger tables  into smaller sizes for performance and maintenance purposes based on certain criteria

• Another benefit of partition is Reclaiming the space by dropping the whole partition. 

• Please refer below article for more information.

https://community.pega.com/knowledgebase/articles/database-management/pegarules-table-partitioning

How to choose Partition Criteria?

  

NLP Natural Language Processing

Natural Language Processing is scanning through unstructured data and extract the entities to identify the intent of  the data.