In Pega Field Service Management (FSM), a “case type” represents a specific type of work item or process that can be managed within the FSM application. Case types in Pega FSM are used to model and automate various field service operations and workflows, enabling efficient management of service requests, work orders, and other service-related tasks. Each case type corresponds to a unique service scenario or business process that field service agents need to handle.
Here are some common case types that you might find in a Pega FSM implementation:
- Service Request Case: A service request case is used to manage incoming customer requests for service. When a customer contacts the organization to request assistance or service, a service request case is created to track the entire lifecycle of that specific request until it is resolved.
- Work Order Case: A work order case represents a specific job or task that needs to be performed by field service agents. Work orders contain details about the service job, such as the location, required resources, the customer involved, and the expected completion time.
- Incident Case: Incident cases are used to manage unexpected events, issues, or problems that arise during service delivery. They help track incidents, investigate root causes, and facilitate resolution activities.
- Installation Case: An installation case is created to manage the installation of a product or equipment at a customer’s location. It tracks the installation process from initiation to completion.
- Repair Case: A repair case is used to manage the process of fixing a product or equipment that has malfunctioned or requires maintenance. It includes tracking the repair progress and any associated parts or resources needed.
- Maintenance Case: Maintenance cases are used to schedule and manage routine maintenance tasks for products or equipment, ensuring they remain in good working condition.
- Inspection Case: Inspection cases are used to manage the process of inspecting products or equipment for compliance, safety, or performance purposes.
- Dispatch Case: A dispatch case is created to manage the assignment and scheduling of field service agents to specific tasks or work orders.
- Escalation Case: Escalation cases are used to handle situations where a service request or work order requires special attention or intervention due to delays or criticality.
These are just a few examples of case types in Pega FSM. The actual case types and their specific configurations may vary based on the organization’s requirements and the complexity of the field service processes they want to manage using Pega FSM. Each case type is designed to follow a specific workflow, enforce business rules, and facilitate collaboration among field service agents, dispatchers, and customers for efficient service delivery.