Pega is a leading low-code platform that empowers organizations to streamline business processes, automate workflows, and drive customer engagement through intelligent decision-making. One of the most powerful components of the Pega platform is its Case Management capability, which is at the core of digital process automation.
Whether you're an aspiring Business Analyst, Software Developer, or IT professional, mastering Pega Case Management is critical for contributing to process-oriented solutions in industries like banking, healthcare, insurance, and government sectors.
At Online IT Guru, we offer a career-focused “pega-online-training-placement” course that equips you with complete knowledge of Pega Case Management from scratch. With real-time use cases, hands-on labs, and placement support, this course prepares you to achieve CSA certification and launch your career in Business Process Management (BPM).
What is Pega Case Management?
Case Management in Pega refers to the ability to automate and manage work (cases) from start to finish in a structured, rule-based workflow. Each case represents a specific business objective — such as processing a loan application, managing a customer complaint, or onboarding an employee — and is made up of multiple stages, processes, and steps.
Pega’s Case Management functionality allows businesses to:
- Define microjourneys and case lifecycles
- Assign tasks to users and roles
- Automate decisions using business rules
- Enforce Service Level Agreements (SLAs)
- Integrate external systems
- Track status, progress, and audit history
Why Learn Pega Case Management?
1. In-Demand BPM Skills
Organizations are shifting from traditional development to low-code platforms like Pega for managing enterprise workflows. Case Management is the foundation of Pega's BPM architecture.
2. Low-Code Automation Expertise
You will gain practical skills to design case lifecycles, configure routing, create SLAs, and automate workflows — all with little to no code.
3. Certification-Oriented Learning
The course is aligned with Pega Certified System Architect (CSA) certification objectives, ensuring that you’re ready for the exam.
4. Career Opportunities
Trained professionals with CSA certification and case management skills are in high demand for roles like Pega Developer, BPM Analyst, Workflow Consultant, and Solution Architect.
5. Job Placement Assistance
Our “pega-online-training-placement” Online IT Guru program includes resume support, interview guidance, and job referrals to our 200+ hiring partners.
What You Will Learn in Our Pega Case Management Course
Case Management using Pega is one of the most powerful components of the Pega Platform. It enables organizations to model complex business processes, automate workflows, and manage tasks dynamically based on business rules. The course offered here is structured meticulously to help both beginners and experienced professionals develop and deepen their understanding of how to build scalable, efficient, and intuitive case-based applications using Pega PRPC (Pega Rules Process Commander).
This in-depth curriculum is tailored for those aspiring to become proficient Pega Developers or Case Management Specialists. Let’s explore what you will learn, module by module:
Module 1: Introduction to Pega PRPC
The foundation of any technical training lies in understanding the platform and the core architecture. In this module, you’ll begin your journey by getting acquainted with the Pega 8.6 platform, one of the latest and most stable releases in the industry.
You will learn how Pega differs from traditional development platforms and why it is considered a Low-Code Application Development Platform. You’ll explore the Pega Rules Process Commander (PRPC), which is the heart of the Pega platform, responsible for processing rules and managing workflows.
Key Concepts Covered:
- Understanding Pega’s model-driven architecture.
- Navigating the Pega Designer Studio.
- Building your first basic application and exploring the App Explorer.
- Introduction to rules, case types, classes, and inheritance.
By the end of this module, you will have created your first Pega application and configured foundational components that will be extended in future modules.
Module 2: Designing Case Lifecycles
Case design is at the core of Pega’s case management capabilities. This module focuses on how to define a case lifecycle, which is a visual representation of the steps required to complete a business process.
You will learn how to:
- Create case types and configure them with relevant attributes.
- Define primary stages, such as "Intake", "Approval", or "Resolution".
- Incorporate alternate stages to handle exceptions or alternate flows.
- Set up case status indicators, which help users and managers track the progress of individual cases.
- Enable audit trails that capture every action within a case for compliance and monitoring.
You will also explore business goals and milestones to ensure that the case moves toward its intended outcome.
Module 3: Service Level Agreements (SLAs)
Time-sensitive business processes require strict monitoring and control, and this is where Service Level Agreements (SLAs) come into play. SLAs ensure that tasks are completed within defined timeframes, improving customer satisfaction and operational efficiency.
In this module, you will learn:
- How to configure goals, deadlines, and urgency levels.
- The role of escalation actions, such as sending reminders or routing cases to supervisors when time limits are breached.
- How to apply SLAs to stages, steps, or assignments within a case.
SLAs help in achieving real-time enforcement of business time commitments and highlight potential process bottlenecks.
Module 4: Routing and Assignments
Efficient case processing often requires dynamic assignment of tasks to users or groups. This module focuses on task routing and assignments based on business logic and user skill sets.
Topics include:
- Role-based routing, where tasks are assigned based on user roles (e.g., Manager, Agent).
- Configuring work queues and worklists to manage workload distribution.
- Understanding skill-based routing, which ensures that only users with the appropriate qualifications handle specific assignments.
- Setting up availability rules, routing conditions, and priority logic.
This module prepares you to design smart and efficient routing mechanisms that contribute to seamless operations.
Module 5: Automating Workflow Decisions
Decision-making in business processes often needs to happen automatically, without manual intervention. Pega offers a range of decision rule types to enable this.
This module covers:
- Building decision tables, where conditions and outcomes are mapped in tabular form.
- Defining decision trees, where logic is structured hierarchically.
- Writing expression rules to dynamically compute values or conditions.
- Implementing when rules to control process flow based on business rules.
You’ll learn how to integrate these decision components into your case flow to automate logic branching and create intelligent workflows that adapt in real time.
Module 6: Case Hierarchies and Child Cases
Complex business scenarios often require a parent case to coordinate multiple related sub-processes or child cases. This module focuses on case hierarchy management.
Key learning points:
- Defining parent-child relationships among cases.
- Automatically creating child cases as part of a parent case’s flow.
- Coordinating parallel processing where multiple child cases run independently but contribute to the parent case resolution.
- Managing dependency and synchronization between parent and child cases.
Real-world examples include loan approvals with multiple verification steps or insurance claims involving different departments.
Module 7: UI and UX in Case Management
A well-designed user interface plays a vital role in ensuring usability, efficiency, and end-user satisfaction. In this module, you will learn how to configure UI and UX components within your case applications.
You’ll cover:
- Designing views and harnesses to display case information.
- Working with dynamic layouts that adapt to different device screens.
- Creating screen flows, which are multi-step UI forms.
- Configuring portals for users such as case workers, managers, and customers.
- Enhancing interfaces with visibility conditions, sections, and data transforms.
By the end of this module, you will be able to build intuitive, accessible, and responsive case interfaces.
Module 8: Email Integration and Notifications
Business processes often involve communication with customers or internal stakeholders. This module focuses on automating email interactions and notifications.
Key skills you will acquire:
- Configuring email accounts in Pega to send/receive correspondence.
- Setting up email triggers at different stages of a case.
- Using correspondence rules to format and personalize email content.
- Integrating with email listeners to process incoming emails as cases or work items.
This allows your Pega application to support real-time alerts, updates, and documentation without manual involvement.
Module 9: Persisting and Temporary Cases
Efficient data management is essential in any enterprise application. This module introduces the concept of temporary cases and data persistence strategies.
You will learn:
- When and how to use temporary cases, which exist in memory and are not stored in the database until required.
- How to persist cases conditionally based on business rules.
- Managing memory performance, particularly when dealing with high-volume transactions.
- Handling case data cleanup and archival practices.
This knowledge is crucial when designing applications that need to be both scalable and resource-efficient.
Module 10: Data Pages and Integration
The final module focuses on one of the most important aspects of modern applications—data integration. Business processes often rely on data fetched from or sent to external systems, such as CRM, ERP, databases, or web services.
In this module, you will:
- Use data pages to access and cache external or internal data.
- Configure connectors for systems using SOAP, REST APIs, or direct database connections.
- Learn about data sources, response mapping, and error handling.
- Understand integration rulesets, authentication mechanisms, and service simulation for testing.
This module empowers you to build case applications that are not only intelligent and autonomous but also connected and data-driven.
Why This Course MattersThis Pega Case Management course goes beyond basic training. It enables learners to confidently design real-world case solutions that automate business operations end-to-end. Whether you are a business analyst, developer, or aspiring architect, the skills taught in this course are aligned with industry standards and Pega’s best practices.
You will gain hands-on experience across every layer of application development—from user interface configuration and process modeling to decision automation and enterprise integration.
On completing this course, you will be ready to:
- Build fully functional case applications from scratch.
- Automate complex workflows and decisions.
- Integrate your applications with third-party systems.
- Handle SLAs, routing, and notifications efficiently.
- Contribute as a Pega Case Management expert in real-time projects.
This comprehensive training is also ideal for preparing for Pega CSA (Certified System Architect) and Pega Business Architect certification paths.
Real-Time Projects Included
Project 1: Insurance Claim Processing
Design an end-to-end claims process with customer form submission, approval workflows, SLA enforcement, and notification setup.
Project 2: Loan Application Case Lifecycle
Implement a multi-stage loan process with sub-case creation for document verification and credit score evaluation.
Tools and Technologies Covered
- Pega Platform 8.6
- PRPC (Pega Rules Process Commander)
- Pega App Studio and Dev Studio
- Integration Designer
- Decision Management
- Case Designer
- Tracer and Clipboard debugging tools
Job Roles You Can Apply For
After completing our pega-online-training-placement program, you’ll be eligible for roles such as:
- Pega Developer
- Workflow Consultant
- BPM Analyst
- Case Management Consultant
- Pega Business Architect
- Low-Code Application Engineer
Why Choose Online IT Guru for Pega Case Management?
- Industry-Driven Curriculum: Created by certified professionals with years of Pega project experience
- Live & Self-Paced Options: Flexible formats to suit working professionals and students
- 24x7 Support: Access to trainers and technical experts anytime
- Real Projects & Assignments: Apply skills to practical use cases
- Certification Guidance: Complete preparation for CSA exam
- Job Assistance: Resume building, interview support, and referrals
Pega CSA Certification Preparation
Our course prepares you for the Pega Certified System Architect (CSA) exam, which validates your ability to build and manage enterprise-level applications using Pega.
- 90-minute exam
- 60 questions
- Passing score: 65%
- Topics: App design, Case types, Data modeling, UI, SLA, Decision rules
We provide mock exams, practice questions, and detailed guides.
If you want to break into the world of Business Process Management and enterprise automation, mastering case management on the Pega platform is a game-changing skill. Our “pega-online-training-placement” Online IT Guru program offers you everything — real-time learning, certification preparation, and guaranteed job support.
10 Frequently Asked Questions (FAQ)
1. What is case management in Pega?
Case management in Pega is a way to automate, track, and manage business processes as cases with defined lifecycles, stages, and actions.
2. What are prerequisites for learning Pega case management?
Basic knowledge of software development or BPM concepts is helpful, but not mandatory. The course is beginner-friendly.
3. Does this course help me get Pega CSA certified?
Yes. The training is fully aligned with the CSA certification exam syllabus.
4. What job support do you offer?
We provide resume reviews, interview preparation, and referrals to 200+ partner companies globally.
5. Do I need coding knowledge for Pega?
No, Pega is a low-code platform. Most tasks can be done using visual design tools.
6. How is this course delivered?
You can choose between live instructor-led training or self-paced video learning, with lifetime access to materials.
7. Will I get a certificate after completing the course?
Yes, Online IT Guru provides a course completion certificate which adds credibility to your resume.
8. Are real-time projects included in the training?
Yes, we include two hands-on projects simulating real business scenarios.
9. Can I access the course on mobile?
Yes, the LMS is accessible via mobile devices and desktops.
10. What is the duration of the Pega Case Management course?
The course includes 35 hours of training with flexible batch timings.