Question
Verizon
IN
Last activity: 11 Dec 2018 8:25 EST
Case/Class Specialization
Assume that there is a functionality which behaves differently based on channel and the order of behavior is different based on channel.
Example, There are a few channels where your organization supports. Be it Web, Email, IVR, Chatbot, Store.
Now user logs in web channel does some operation. He leaves in the middle, now he went to store to complete the remaining steps.
Hypothetically
Assume, there is Case A.
We have stage 1, stage 2, stage 3 and stege 4. User has to perform in Web channel.
We have stage 1, stage 2, stege 4 and stage 3. User has to perform in Store channel.
We have Stage 1, Stage 5. User has to perform in Mobility channel.
If User logs out at Stage 3 from web channel and logs in store channel where he should land and how he ll go to Stage 4 as Stage 4 presents in previous stage of stage 3.
User logs in to Mobility channel, how it performs as Stage 3 is not there, where he should land.
Pegasystems Inc.
AU
Apologies but unfortunately your question is not clear to me. may be you want to re-look at he stage design. Stages will have assignments or steps (utilities /smart shapes, etc) which either require an action by human or system. Channel merely represents the context, you can certainly expose / hide certain functionality for the user which is channel specific but if there is an assignment waiting for a user to take an action.
Coforge Technologies (Erstwhile Incessant Technologies)
GB
Hi,
Channel is just mode of interaction, but it can't decide or control the case life cycle. Irrespective of the channel, the case will traverse through its stages in the predefined sequence with some conditional changes based on channel if any. We can't define case life cycle based on channels.
Navy Federal Credit Union
US
Coforge Technologies (Erstwhile Incessant Technologies)
GB
Case functionlity or Case life cycle can't be broken into subcases, like the flow and subflows, Subcases can only be created for case parallelism, or if there are any case hierarchy relationships exists. Stage based processing can't be replaced with subcases if it is part of the same case lifecycle, whereas we can reuse the steps which are already predefined in other stages or cases.