PEGA — Send Notification workflow smart shape usage and its breakdown

In this post, let’s understand the PEGA Send Notification workflow smart shape usage and its breakdown. If the organization is looking for event notifications for business stakeholders in a case workflow then we can address it using this smart shape. For example, business use cases include — Loan Rejection, Claim Approval, Customer complaints etc…. Notifications include — Email, Gadget [Notification icon in the user portal], and Mobile. The end customer email communication is achieved using the Send Email smart shape.

In this example, let's take a simple scenario — we have a customer complaint case and a user needs to get a notification whenever a customer complaint is getting created. It is an asynchronous process. Send Notification smart shape refers to the Notification rule form. As part of the case processing, send notification smart shape generates the queue items and the pyProcessNotification queue processor process these items.

Note: Creating a simple PEGA application and respective case type is out of scope from this article's perspective.

Step 1: Add the Send Notification Smart Shape in a case workflow

A simple customer complaint case that captures the complaint and the sentiment. In this example…