What is essential for a successful case progression in Pega?

For a successful case progression in Pega, implementing a workflow with clear decision points is vital. This approach ensures that the case can move efficiently through its various stages, allowing for effective tracking and management of tasks. Clear decision points help determine the next steps in the case based on specific criteria or requirements, facilitating timely resolutions and optimal resource allocation.

This organized structure allows all stakeholders to understand where the case stands and what actions are needed next. By defining these decision points, teams can minimize ambiguity and ensure that the workflow adapts responsively to changes or updates, ultimately fostering collaboration and driving cases toward resolution more effectively.

In contrast, other approaches such as keeping decisions generalized would lead to uncertainty in case management, potentially causing delays. Assigning tasks only to administrators would limit the contributions and insights of other team members, which could jeopardize the case progression. Similarly, limiting user access to case updates could hinder transparency and communication, making it difficult for everyone involved to stay informed about the case's status and developments.