Streamline Case Management with the Right Content at the Right Moment

Content is a key part of case management. But too often, content is divorced from the process that uses it, requiring case workers to waste valuable time searching for the right information, reducing compliance and driving up processing time and costs.

Pegasystems offers a unified solution that integrates content with process to ensure that the right content is used at the right moment within a case process. With processes and the content needed to support them closely linked, you can easily leverage relevant information at every point in the lifecycle of a case. What was once important – but abstract – information now becomes actionable and usable within the actual processing of a case. Content can even be used to drive the process of a case forward, whether that is suspending the case due to a lack of appropriate content, or taking an action based on the addition or modification of a piece of content.

Flexibility is the key with Pega’s content management capabilities, enabling content to be managed in ways that best suit your organization. For companies that do not have investments in content management systems (CMS), Pegasystems provides full-featured content management capabilities, including versioning and access control. For organizations that have already made investments in best-of-breed CMS products, Pegasystems easily integrates with these solutions, accessing and applying the right content from multiple third-party systems at the right time and to the right process.

With Pega content management capabilities, you can:

• Increase case management compliance, consistency and accuracy.
• Cut processing time by eliminating manual searches for information.
• Reduce time and costs for case worker training by eliminating the need to train them on multiple systems.
• Leverage existing content in fully automated case processes.

Key Capabilities

• Multiple Content Categories — Content can be attached to any case, sub-case or task. There is no limit to these attachment categories, and they can refer to content stored in Pega applications, URLs or third-party CMS solutions. Content can be automatically associated with a case or task when it is created, or users may associate ad-hoc content, either with an existing category or unspecified.
• Role-based Access to Content – Content categories can be used to specify who has access to what content.
• Content Placeholders — Placeholders specify where content is expected, but not available at the time of case creation. With placeholders, you can specify that content is required and validate that the content is what is expected for the case or task resolution.
• Federated Content Management — Pega adaptors integrate with existing CMS systems and can integrate with multiple systems simultaneously. These adapters can send and receive documents, metadata and notifications of events and changes.
• Support for CMIS– Pegasystems provides full support for the emerging Content Management Interoperability Services (CMIS) specification.