Sending Correspondence

Pega allows you to automate and create timely and clear communication with participants in a case. In this lesson, you learn how to create and automate communication with participants in a case. 

Automating Case Communications

Organizations depend on timely communication to establish a shared understanding of transactions or assignments.

For example, consider a requirement for an auto claims application in which customers must be notified when their claims are successfully filed, or anytime the status of the claims changes.

Another common notification requirement is keeping case workers up-to-date. For example, you must notify case workers when they have a new claim to process. Also, you may want to notify them on the progress of the previous claim.

Finally, you may have a requirement to communicate with someone who is indirectly involved in the case, such as an external agency.

Effective Case Communications

To achieve effective communication, answer three questions:

1. Who is it that receives the communication?
2. How will the communication be sent?
3. When does the communication need to be sent?

Determine who will receive the communication.

1. Owner - Person who created the case
2. Customer - Person on whose behalf the case is transacted — this person may not process the case but needs to receive notifications of changes
3. Interested - Person who tracks the progress of the case but does not process the case

 

Four Correspondence Types in Pega:

1. Text
2. Email
3. Fax
4. Physical Letter