Have you ever been in a Pega Pulse conversation and wished you could quickly create a Task - say, an address verification for a car loan case - without leaving the context of the discussion? Or wanted to run a simple poll to collect quick feedback on which insurance policy is best for the customer?
The ability to create ad hoc tasks or polls right from the conversation is where custom Post types add value.
What are custom Post types?
Custom Post types in Pulse enable users to post content tailored to specific business needs. They are supported in both Traditional UI and Constellation based applications.
How custom Post types can be used:
- Ad-hoc tasks
For example, creating an address verification task for an analyst directly from a Pega Pulse conversation on a loan case. - Polls and surveys
For example, running a quick poll to gather feedback from users on best insurance policy for a loan case. - Close plans
For example, adding a close plan for a case with the current status, issues, and next actions for the case.
Custom post types allow you to define:
- A tailored data model
Example, capturing only the fields required for a verification task or a poll response. - Authoring behaviour
Defining the view of the post type. - Pre and post processing logic
Validating inputs before submission and triggering actions like sending notifications after the post is submitted.
They help bridge the gap between conversation and action - without switching context or introducing unnecessary process overhead.
A real world use case: Address verification task
Consider a car loan processing scenario. During verification, an Underwriter user flags an issue in the Pulse comment on an address mismatch. The next step is clear: a Verification analyst needs to take action.
Instead of leaving the context of the discussion to create a separate case or tracking the action informally, a custom post type can be used to:
- Create an Escalation case
- Capture only the required information
- Assign it to the appropriate user
as shown in the screenshots below.
Step 1: Select Escalation Post type
Step 2: Author Escalation Post type
Step 3: View Escalation Post in Pulse
Step 4: Filter comments by Post type
Pulse custom Post types enable users to quickly capture the required data and drive action directly from conversations, significantly enhancing collaboration and execution within applications.