pega underwriting for insurance...pega underwriting for insurance provides case management features...

OPERATIONS

Pega Underwriting for InsuranceImplementation Guide

7.4

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Document: Pega Underwriting for Insurance Implementation Guide

Pega Underwriting for Insurance Implementation Guideii

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Software version: 7.4

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Pega Underwriting for Insurance Implementation Guideiii

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Contents

Contents

Overview..................................................................................................................................................................................................... 6Prerequisites................................................................................................................................................................................................ 6Pega Underwriting for Insurance application stack...............................................................................................................................6Implementation delivery methodology....................................................................................................................................................7

Initiation stage...............................................................................................................................................................................7Delivery stage................................................................................................................................................................................ 8

Initiation stage.........................................................................................................................................................................................10Creating your application........................................................................................................................................................................ 10Sample data...............................................................................................................................................................................................10Sample products ruleset..........................................................................................................................................................................11

Delivery stage...........................................................................................................................................................................................12Defining requirements............................................................................................................................................................................. 12

Application data model..............................................................................................................................................................12Mapping your application data................................................................................................................................................ 13Defining integration....................................................................................................................................................................14Defining the case type modifications and attributes............................................................................................................ 14Defining the security model and organization structure.....................................................................................................16Customizing the user experience.............................................................................................................................................18Defining reporting requirements..............................................................................................................................................19

Building features.......................................................................................................................................................................................20Modifying the class structure................................................................................................................................................... 20Integrating data...........................................................................................................................................................................20Configuring underwriting routing for submission cases.......................................................................................................22Configuring additional settings for your application.............................................................................................................24Configuring the Bulk Upload utility for Pega Underwriting for Commercial Insurance and Pega Underwriting for

Group Benefits......................................................................................................................................................................26Configuring Pega Underwriting for Commercial Insurance for ACORD form submissions.............................................. 27Configuring Directed Web Access for Pega Underwriting for Commercial Insurance.......................................................28Extending your application........................................................................................................................................................30Implementing the security model............................................................................................................................................41Modifying the user interface.....................................................................................................................................................41Reports......................................................................................................................................................................................... 42

Testing a new application........................................................................................................................................................................43Testing your application in the Build environment............................................................................................................... 43Testing in the Test or Production environments....................................................................................................................43Testing in the UAT environment...............................................................................................................................................44

Packaging a new application...................................................................................................................................................................44Merging application changes.................................................................................................................................................... 45Packaging an application for migration.................................................................................................................................. 45Importing the packaged application........................................................................................................................................45

Production maintenance and monitoring............................................................................................................................................46Business rule maintenance in the Production environment..............................................................................................................46Application health monitoring................................................................................................................................................................ 46

Pega Underwriting for Insurance Implementation Guideiv

Contents

Identifying and reporting issues.............................................................................................................................................................46

Pega Underwriting for Insurance Implementation Guidev

Overview

OverviewPega Underwriting for Insurance provides case management features that automate many manualunderwriting processes while increasing the visibility of submission cases across the business value chain.

With Pega Underwriting for Insurance you can rapidly build, deploy, and manage new business processes,communicate case status, and quickly adapt to changing business needs and market conditions.Furthermore, you can reuse these processes across lines of business to reduce submission, multi-quote,and policy issuance processing times to help increase your company's productivity and improve thecustomer and producer experience.

You can implement the following Pega Underwriting for Insurance applications:

• Pega Underwriting for Commercial Insurance

• Pega Underwriting for Group Benefits

• Pega Underwriting for Personal Insurance

• Pega Underwriting for Individual Insurance

Review the following before you proceed with your implementation:

• Prerequisites

• Pega Underwriting for Insurance application stack

• Implementation delivery methodology

PrerequisitesBefore you start your Pega Underwriting for Insurance implementation, make sure you understand thefollowing information about the application:

• Support for various browser versions. Review the Platform Support Guide.

• Designer Studio basics and the Designer Studio - Header and developer toolbar.

• Basic functionality of the Pega Underwriting for Insurance application.

• Review the Pega Underwriting for Commercial Insurance documentation on the Pega Underwritingfor Commercial Insurance product page .

• Review the Pega Underwriting for Group Benefits documentation on the Pega Underwriting forGroup Benefits product page .

• Review the Pega Underwriting for Personal Insurance documentation on the Pega Underwriting forPersonal Insurance product page .

• Review the Pega Underwriting for Individual Insurance documentation on the Pega Underwriting forIndividual Insurance product page .

• Basic functionality of the Product Builder for Insurance application. Review the Product Builder forInsurance documentation on the Pega Foundation for Insurance product page.

Pega Underwriting for Insurance application stack

Pega Underwriting for Insurance Implementation Guide6

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Overview

Implementation delivery methodologyIn most cases, use a scrum-based, Agile delivery model for a Pega application implementation. In the rarecases where a waterfall-based implementation methodology is better suited, use Pega’s Iterative Waterfallapproach. These two implementation methodologies help break down the work into manageablecomponents that you can deliver to production faster. The Pega delivery approach has the followingprimary stages:

• Initiation stage

• Delivery stage

Initiation stageIn the Initiation stage, the implementation teams build the foundation or baseline of the application andprepare for the work that is necessary to configure the first production release and subsequent extendedproduction releases. Keep in mind that the first production release is the minimal required scope to golive into production. Other capabilities can be added as part of the extended production releases. Buildinga strong foundation to support expansion and reuse is key to the success of an implementation.

The Initiation stage is further organized into the following sub-stages:

PlanAlign the vision and roadmap to establish the foundation for the implementation. The Plan sub-stageincludes the following tasks:

• Defining the production release milestone


Overview

• Refining scope alignment

Set upValidate and review the Pega-provided features and capabilities to see if they meet your requirements andexpectations. This sub-stage includes the following tasks:

• Establishing environments and processes

• Reviewing application feature descriptions (in Designer Studio, click Application > Overview)

• Reviewing Application Guides for first production release setup information (in Designer Studio, clickResources > Application Guides)

• Creating the baseline application

• Loading customer data

• Demonstrating the baseline application

• Reviewing artifacts from the solution assessment

• Reviewing business needs and outcomes

PreparePrepare for the delivery of Pega Underwriting for Insurance by completing the following tasks:

• Confirming resources

• Enabling team members

• Establishing governance

At the conclusion of the Initiation stage, the scope of the work for the first production release is clearlydefined. For Scrum, the scope of the work is represented in an initial backlog. For Iterative Waterfall, aspecification list and schedule are prepared and finalized.

Delivery stageThe Delivery stage is dependent on the methodology selected (Scrum or Iterative Waterfall). Duringthis stage, the delivery team designs, builds, configures, and tests the application by using the selectedimplementation methodology. The goal is to accomplish the tasks that are described in this documentby organizing the Application Feature backlog so that the delivery team can configure the applicationincrementally with the result being a fully tested and performance-tuned application in production.

The Delivery stage is organized into the first production release and the extended production releasetypes.

First production releaseThis release includes only the essential features that are defined during the solution proposal stage andare required for the first release into production. The first production release should be implemented in90 days or less, depending on the scope of the essential features. This release type includes the followingfeatures:

• Core Pega-provided features

• Extended features considered essential for your business

• Key day-one integrations with your systems to get data that you require


Overview

Extended production releaseThis release includes the non-essential features that are defined during the solution proposal stage. Thefollowing features are implemented incrementally after the first production release:

• Non-essential Pega-provided features

• Extended features that you have identified as required for your business

This guide provides information to support both Scrum and Iterative Waterfall implementationmethodologies during the first production release and the extended production release.


Initiation stage

Initiation stageDuring this stage, the implementation teams build out the foundation or baseline of the application andprepare for the work that is necessary to configure the first production release and subsequent extendedproduction releases. For more information, see Implementation delivery methodology.

The Initiation stage includes the following tasks:

• Creating your application

• Sample data

• Sample products ruleset

Creating your applicationTo meet your organization needs, create your application on which your extended application will be built.Use the New Application wizard to create your new application.

When you run the New Application Wizard for Pega Underwriting for Insurance, it creates a set of Pega-provided access groups. You are required to create your own operators and add them to the requiredaccess groups.

1. Log in by entering an administrator user name and password. If you have enabled a sampleadministrative operator for this application, optionally log in using that operator ID.

2. In the Designer Studio header, click the name of your current application and click New Application tostart the wizard.

3. Follow the New Application wizard instructions.For more information, see Creating an application.

4. Enter the operator names or email addresses to invite users to work with your new application, andselect the corresponding role for each operator you set up.It is a best practice to create at least one operator in the application-specific administrator role for usein completing the implementation.

5. Optional: To fully set up your application, in the upper-right corner of Designer Studio, clickResources > Application Guides and follow the setup steps.

The New Application wizard creates the application class structure for you. You can reuse the classesand rulesets that are created by the wizard in future applications that you create. As you implementthis application and future applications, you can apply class hierarchy and inheritance principles to helpyou decide where in the class structure to create your rules to improve the maintainability and overallefficiency of your application.

For more information, see Class layers.

Sample dataPega Underwriting for Insurance includes sample data to support the Pega-provided demonstrationapplication. Pega recommends that you load customer-supplied sample data so that implementationefforts are more meaningful.

For more information, see "Load the Sample Database" in the Pega Underwriting for Insurance InstallationGuide 7.4 on the Pega Warranty product page.


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Initiation stage

Sample products rulesetIf you are implementing Pega Underwriting for Individual Insurance, you can include thePBISampleData:07-40-01 ruleset in your application when you install the application. This rulesetcontains sample products that you can use to create a case and verify the application before you beginyour implementation. You should remove the PBISampleData:07-40-01 ruleset after you defineproducts for your application.


Delivery stage

Delivery stageDuring this stage, the delivery team designs, builds, configures, and tests the application by using theselected implementation methodology. For more information, see Implementation delivery methodology.

The Delivery stage includes the following tasks:

• Defining requirements

• Building features

• Testing a new application

• Packaging a new application

Defining requirementsTo ensure that you stay on target for a successful deployment, use a structured approach for yourimplementation methodology. You will need to prepare for your implementation and determine keyaspects of the design that will affect the behavior of your application. Defining requirements for animplementation includes the following tasks:

• Reviewing extension requirements

• Refining customizations and determining the availability of required data and integrations

• Prioritizing, for example, revising the solution backlog, re-estimating the effort for extensions andcustomizations, and confirming the project scope

Defining your requirements also involves DCO sessions and incorporating those requirements into theapplication design. During these sessions, you review each of the case types and process flows that theapplication already provides.

The Implementation Planning Workbook helps you capture decisions as you define your requirements. Youcan download the Implementation Planning Workbook from the Pega Underwriting for Insurance productpage for the application that you are implementing.

To define requirements, review the topics in the following sections:

• Application data model

• Mapping your application data

• Defining integration

• Defining the case type modifications and attributes

• Defining the security model and organization structure

• Customizing the user experience

• Defining reporting requirements

Application data modelThe application provides a set of data types, data pages, and sample data, which you can use to beginimplementing your application.

Data modeling involves creating a conceptual model of how data items relate to each other in anapplication. In the Pega Platform, the data model refers to a set of rules that work together to populatethe data in your application. The system displays this data to help you process the information and canhelp you make decisions in your sales processes. The following rule types constitute your data model:


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Delivery stage

Data typesThe data type is used to aggregate data. A data type has one or more data pages and several propertydefinitions associated with it.

PropertiesProperties define the field values and are used to capture the application data. You can associatecalculations and a visual presentation of the data with properties in your application.

Data pagesData pages define the content of a clipboard page and also control the loading of that data from asource system.

Data pages define the content of a clipboard page. Data pages also control the loading of that data froma source system, as shown here.

Data pages control the loading of the data, and rules which control the data accuracy.

Figure 1: Data model diagramA related concept to data pages is integration. Integration controls how the data is retrieved from thesystems of record to populate your application data pages. Data mapping rules determine how the datafrom the system of record corresponds to your application data model.

Pega Underwriting for Insurance and the underlying Pega Foundation for Healthcare Pega Foundation forInsurance provide a robust industry-standard model that is used in the application and can be used foradditional extensions.

When planning your data model, work with the data modeling resource at your site to understand theattributes of the data types that need to be supported by your application.

Note: Pega Underwriting for Insurance uses Pega Platform as the system of record for applicationdata. Optional: You can integrate your application data with your Pega Platform system of record.

Note: Pega Underwriting for Insurance may or may not be the system of record for applicationdata. Integrating your application data with your site's system of record is critical to the success ofyour deployment.

Mapping your application dataThe application data types provide a default set of properties for your use. You can add or removeproperties from these data types depending on your requirements. You can also add new data types.

Use the "Data model" worksheet in the Implementation Planning Workbook to record your decisions duringthis procedure.

1. In the Designer Studio Explorer panel, click Data.


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Delivery stage

2. Click the data type that you want to modify.

3. On the Data model tab, determine the properties to add, remove, or leave unchanged. For moreinformation about data types, see Viewing data type details. Repeat these steps for any other datatypes, as necessary.

Defining integrationInventory the external applications and databases that exist at your site and plan how to connect to them.

Some common integration points for the Pega Underwriting for Insurance application include interfacesto the following systems:

• Customer system of record

• Agent and agency system of record

• Policy administration system

• Rating system

• Billing system

• Form generation system

• External reference systems (for example MVR and MIB, or Rx systems for )

Note: Identify integration points as early in your planning as possible. If a connection to anexternal data source is required and either the data does not exist or the interface to that datadoes not exist, you must account for the time to publish these data sources and the time toconfigure the interface for this application.

The External Data Entities landing page lists the application data types and shows the source for that data.

To record your decisions during this procedure, use the "Integration" worksheet in the ImplementationPlanning Workbook.

1. Identify all integration points for your application.

2. Identify which data is needed from each system of record, if you have not already done so

3. Determine whether an interface to that system of record already exists and how to connect to it.

For more information, see Integration services.

Note:

If you plan to integrate your Pega Underwriting for Commercial Insurance application with Pega-supported third party applications and services, such as Dun & Bradstreet and Pitney Bowes, youmust build your application implementation layer on both of the following applications:

• PegaInsurancePACL

• PUI3rdPartyAPI

Defining the case type modifications and attributesYour application includes a set of predefined case types. Each case contains one or more processes thatwill be extended or created to meet your business requirements. If you do not see an existing case type,you can create one during your planning process.

For additional information, see Case types.

• Updating case types

• Adding case types


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Delivery stage

• Mapping case type or data type classes to a database table

Updating case typesIf an existing case type is close to meeting your business requirements, you can modify it and use it.

1. In the Designer Studio Explorer panel, click Cases.

2. Click the case type that you want to modify.

3. Update the settings for a case type.

4. Update the processes associated with the case type.In addition, you can add processes by using the Case Designer.

5. Repeat these steps for any other case types, as necessary.

Adding case typesIf you require a case type that is not similar to an existing case type, create a new one that meets yourbusiness requirements.

1. In the Designer Studio Explorer panel, click Cases.

2. Click Add a case type.

3. Enter the Name for the new case type.

4. Click Advanced Settings.

5. Select the Derived from (Directed) class.

6. Select the Derives from (Pattern) class.

7. Select the appropriate Ruleset and Ruleset version.

8. Click Submit.

9. Define a life cycle for the case type.

10. Click Finish.

Mapping case type or data type classes to a database tableWhen you run the New Application wizard to create your initial case types and data types, the systemcreates a default class group mapping for each case type and data type. The wizard also createsassociated database tables. The wizard maps the new implementation class to the appropriate databasetable.

Mapping a class to a physical database table affects data storage and security decisions. For example, ifyou expect the volume of the case types to be low, consider sharing the table with other case types.

To update the default database table to a user-specified database table, perform the following steps:

1. In the Designer Studio Explorer panel, click Records > SysAdmin > Database Table.

2. Open the class that you want to modify.

3. Review the default database name and the table name that the class points to.

4. To point the chosen database table to your specific class, edit the database name and table name.

5. To confirm your changes, click Save.

6. Click Test connection to check if the configuration succeeded. If the test results display errors, forexample, missing properties, review the data and correct them.


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Delivery stage

7. Update the class to point to the table specified above:

a) In the Designer Studio Explorer panel, click App.

b) Right-click the class name that you referred to in the steps above and select Definition.

c) On the General tab, click Test connection to check if the configuration succeeded.

8. Perform the steps above for the other case type or data type classes, if needed.

Defining the security model and organization structureSecurity planning involves defining authorization and authentication strategies for your application.

AuthenticationProves to the application that you are who you say you are.

AuthorizationDetermines the functions that you can perform in the application. This corresponds to access group androle configuration.

Security planning also involves setting up the organization structure and operator attributes. Theapplication provides security in the form of access settings and denial rules. Many integration rules alsoincorporate authentication.

For more information about the additional aspects of security, enroll in the Lead System Architect course onPega Academy and cover the Security lessons that correspond to the following topics:

• Authentication schemes

• Defining your authentication scheme

• Defining your authorization scheme

• Defining your organization structure

• Defining the operator attributes

• Defining the workbaskets

• Defining the work groups

• Defining work parties

Authentication schemesThe Pega Platform offers the following authentication types:

PRBasicBased on passwords in the Operator ID data instances and the login form. This is defined by the [email protected] rule, which your application can override.

PRSecuredBasicSimilar to PRBasic, but passes credentials using Secure Sockets Layer (SSL) using Basic HTTPauthentication. The login form is defined by the HTML @baseclass.Web-Login-SecuredBasic rule,which your application can override.

PRCustomSupports access to an external LDAP directory or a custom authentication scheme.

PRExtAssignSupports external assignments (Directed Web Access).

J2EEContext


Delivery stage

Specifies that the application server in which the Pega Platform is deployed uses JAAS to authenticateusers.

Defining your authentication schemeYour site can use a centralized, automated means of maintaining operator data instead of maintaining itmanually in your application.

To record your decisions during this procedure, use the "Security Model" worksheet in the ImplementationPlanning Workbook.

1. Discuss Authentication schemes with your site's security and application server teams.

2. Determine the appropriate authentication type.

For more information on authentication scheme planning, see Authentication in Pega Platform.

Defining your authorization schemePega Underwriting for Insurance comes with a predefined set of access groups, roles, and privileges.You can use the application roles as a starting point, but you should create your own application-specificaccess groups and roles to avoid any future problems when upgrading.

Other rule types such as sections, flow actions, and activities use roles and privileges to allow access tothese rules at run time.

Defining your organization structureUse the organization structure for routing and reporting within the application. Typically, the applicationorganization structure does not map operators exactly to the site's organization chart but instead, it mapsthe work that those operators do.

Tip: For design guidance, see Organization landing page.

Use the "Organization structure" worksheet in the Implementation Planning Workbook to record yourdecisions during this procedure.

1. Click Designer Studio > Org & Security > Organization > Organizational Chart.

2. Review the existing structure.

3. Determine the organization, division, and unit levels of the hierarchy.

Defining the operator attributesAn operator's access group affects what the operator can do in the application. In addition to the accessgroup, the following fields in the operator record influence how the application handles assignment ofwork to the user:

• Work group

• Skills

• Calendar

Tip: In many implementations, it is more efficient for the application to set values in the operatorrecord during the authentication process than it is to have an administrator manually maintainthese records. These rules must be configured as part of the authentication mechanism for yoursite. For more information, see Authentication Services.

For more information, see Operator IDs.


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Delivery stage

Defining the workbasketsA workbasket is a queue of open assignments in the application.

1. Click Designer Studio > Org & Security > Tools > Work Baskets to display a list of workbaskets.

2. Review and modify the list if necessary.

For more information, see Initial Work queues.

Defining the work groupsA work group determines which workbaskets you can access.

1. Click Designer Studio > Org & Security > Tools > Work Groups to display a list of associated workgroups.

2. Review and modify the list if necessary.

Note: The application uses UnderwriterILA work groups for implementations in the UnitedStates and UnderwriterILAUK work groups for implementations in the United Kingdom.Because work groups are used in submission routing, if you customize these work groups foryour implementation, you must update the routing rules. For more information, see Configuringsubmission routing.

For more information, see About Work Group data instances.

Defining work partiesA work party represents a person, business, or organization that is involved in a case. It receivescorrespondence, such as email, and can be an active or passive participant based on its role. PegaUnderwriting for Insurance comes with default work parties, but you might need to configure them forsite-specific requirements.

1. In the Case Type Explorer, click the name of the case of which you want to modify the work parties.

2. Click the Settings tab and select Parties.

3. Click the work party name to open the settings for the work party.

4. Make your modifications and click OK.

For more information, see Defining the stakeholders of a case.

Customizing the user experienceWhile Pega Underwriting for Insurance is fully functional immediately after installation, you may changeportions of the user experience (UX) to meet the needs of the users at your site.

To design the user experience, complete the steps in the following topics:

• Designing portals

• Designing an application skin and styles

• Designing for screen performance

Designing portalsReview the content of the portals to ensure that only relevant data is presented.

To record your decisions during this procedure, use the "Portals" worksheet in the ImplementationPlanning Workbook.


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Delivery stage

1. From the Designer Studio Launch menu, select Case Manager 7.

2. From the Designer Studio Launch menu, select New Business Case Manager.

3. Review each of the portal sections.

4. Repeat this process for the Underwriter, User Portal, and Account Owner portals.

5. Repeat this process for the Underwriter and User Portal portals.

6. Repeat this process for the Group Operator and Agent Portal portals

For more information about the default portals, see Warranty portals.

Designing an application skin and stylesYour site very likely has user experience (UX) standards for the appearance of your applications. Your taskis to determine which styles have to change to adhere to those standards. To record your decisions duringthis procedure, use the "Skinning" worksheet in the Implementation Planning Workbook.

1. In Designer Studio, click Application name > Definition.

2. In the Presentation section, enter PUI in the Skin field and click Save.

3. Click Designer Studio > User Interface > Skins, interfaces, & templates.

4. On the Skins tab, double-click the <<MISSING VARIABLE VALUE!!!>> skin.

5. Click the Component Styles tab.

6. Review each component.

Note: As you plan your application styles, consider using mixins to provide incremental stylechanges. For more information, see Using mixins in the skin to drive consistency and efficiency.

Designing for screen performanceYou want your application to respond immediately as your end users interact with customers. As youdesign your user interface, complete the following steps:

1. Review transactional service level agreements. For example, the customer details must be available inone second or less while a representative is on the phone with the customer.

2. Review service performance, such as how long it takes back end systems to gather the data needed todisplay customer details.

3. Review data requirements to determine which fields contain the information that the representativesabsolutely need for the task that they need to perform.

4. Determine if any network configuration could cause latency, for example, if there are representativeslogged in through a corporate VPN or in a remote location.

Defining reporting requirementsBased on your login and portal, your application provides numerous pre-configured reports to monitorcase and work inventory as well as monitor workforce productivity and quality. These standard reportsare driven by the case and work object life-cycle infrastructure as well as the work and assignment-levelservice level rules for goals and deadlines used in managing the life cycle of a case.

For additional information, see Pega Underwriting for Commercial Insurance reports, Pega Underwritingfor Group Benefits reports, and Pega Underwriting for Personal Insurance reports.

• Reviewing standard reports


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Delivery stage

Reviewing standard reportsYou can review the standard reports available in the application from any of the application portals.

To record your decisions during this procedure, use the worksheet in "Reports" in the ImplementationPlanning Workbook.

1. In Designer Studio, click the Launch and select one of the available portals.

2. Click the Reports link.

3. Review each of the reports in the Public Categories section.

4. Determine who needs the report, what it contains, and when and why it's needed.

For additional information, see Standard reports and categories.

Building featuresTo build your application features, complete the steps in the following topics:

• Modifying the class structure

• Integrating data

• Configuring underwriting routing for submission cases

• Configuring additional settings for your application

• Configuring the Bulk Upload utility for Pega Underwriting for Commercial Insurance and PegaUnderwriting for Group Benefits

• Configuring Pega Underwriting for Commercial Insurance for ACORD form submissions

• Configuring Directed Web Access for Pega Underwriting for Commercial Insurance

• Extending your application

• Implementing the security model

• Modifying the user interface

• Reports

Modifying the class structurePega Underwriting for Insurance automatically creates your class structure. When you modify thestructure, follow the correct naming conventions. For more information, see Classes.

Integrating dataTo integrate data into a Pega Underwriting for Insurance application:

1. Generate data class to connect to your external data.This could be using a Connector to a web service or the Database Table Class Mapping wizard for adatabase.

2. Create a report definition to retrieve the data.

3. Create an Implementation class based on the PegaCA -Interface class that you are implementing.

4. Update the data pages for that class by changing the sourcing of the data page to the report definitionthat you created.



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Delivery stage

5. Create response data transform for the data page to convert the data class fields to the interface classfields.

6. Repeat this process to populate all of the data pages you recorded in Defining the data model.

Note:

If you plan to integrate your Pega Underwriting for Commercial Insurance application with Pega-supported third party applications and services, such as Dun & Bradstreet and Pitney Bowes, youmust build your application implementation layer on both of the following applications:

• PegaInsurancePACL

• PUI3rdPartyAPI

• Example: Loading account data from an external database

• External data sources

• Configuring data sources in the data page

Example: Loading account data from an external databaseThe following steps demonstrate the process that you follow to load account data from an externaldatabase for an application named MyApp.

1. Use the Database Table Class Mapping wizard to generate a data class named MyApp-Data-Accountthat accesses the external database table with account information.

2. Create a report definition named GetAccountByLastName that returns a list of accounts where thelast name is matched with a value entered in the UI.

3. Create an implementation class by doing a save as from PegaCA -Interface-Account and namingthat class MyApp-Interface-Account.

4. Update the MyApp-Interface-Account data pages (for example, D_Account_Details) to use thereport definition that you created.

5. Create a response data transform in the MyApp-Interface-Account class to map the Interface andData classes.

External data sourcesPega applications come with data types that you configure to point to a site's data. This helps you to bringinformation from external sites into the Pega Underwriting for Insurance application. You configure thesedata types to integrate the site's data source into the application. Data types that should point to externaldata are marked with the Simulated data source icon. This replaces the provided sample data sources.

For more information, see Viewing external data entities.

Configuring data sources in the data pageUpdate the data pages to refer to the data source for the implemented application.

1. In the Designer Studio header search text field, enter data page name and select it from the result list.

2. Click Save as.

3. In the Apply to field, enter the appropriate inherited class in the implementation layer.

4. Select a ruleset from the Add to ruleset list, and click Create and open.

5. Update the data sources section. Some options you may consider are internal reports, external reports,web services, and simulated data, and so on. For more information, see the Data sources tab in theData page rules.


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Delivery stage

6. Click Save.

Configuring underwriting routing for submission casesAfter you create your baseline application, you can configure underwriting routing for submission cases.

Complete the steps to configure underwriting routing for the application you are implementing:

• Configuring submission routing for Pega Underwriting for Commercial Insurance

• Configuring submission routing for Pega Underwriting for Group Benefits

• Configuring submission routing for Pega Underwriting for Personal Insurance

• Configuring submission routing for Pega Underwriting for Individual Insurance

Configuring submission routing for Pega Underwriting for CommercialInsuranceThe Pega Underwriting for Commercial Insurance application routes the submission work objects to anunderwriter after a quote is accepted in the Application stage of a submission case.

You can modify the line of business and the underwriter operator values provided with the application tosupport the routing requirements for your implementation.

1. In the Designer Studio header search text field, search for and select theFindProductSpecificUnderwriter decision table.

2. Update the values in the LOB and Return columns.The default submission routing logic selects an available underwriter from a work group. Cases areassigned to operators belonging to the work group that you select. Replace the work group if you areusing a different one for your organization.

3. Use the grid controls and buttons to insert and delete rows, columns, and conditions.

4. Click Save.

Configuring submission routing for Pega Underwriting for GroupBenefitsThe Pega Underwriting for Group Benefits application routes the submission work objects to anunderwriter for review.

You can modify the group size and the product type values provided with the application to support therouting requirements for your implementation.

1. In the Designer Studio header search text field, search for and select theDetermineBenefitAssignee decision table.

2. In the rows for Group Size and Product ID, update the values in the Product ID and Return columns.

The default submission routing logic selects an available underwriter from a work group based on thegroup size. Cases are assigned to operators belonging to the work group that you select. Replace thework group if you are using a different one for your organization.

• When assigning a case to an underwriter, change the Benefit Case Assign Type to list.

• When assigning a case to a workbasket, change the Benefit Case Assign Type to basket.

Use the grid controls and buttons to insert and delete rows, columns, and conditions.

3. Click Save.

• Configuring email intake of RFPs for Pega Underwriting for Group Benefits


Delivery stage

• Configuring email service rules to create a submission case for Pega Underwriting for CommercialInsurance or Pega Underwriting for Group Benefits

Configuring email intake of RFPs for Pega Underwriting for Group BenefitsYou can configure Pega Underwriting for Group Benefits to automatically create a group plan submissioncase from an email.

When an agent emails group plan application documents, the Pega Underwriting for Group Benefitsapplication routes the email to an intake workbasket and creates an empty group plan submission casewith the attachments from the email.

Configuring email service rules to create a submission case for Pega Underwritingfor Commercial Insurance or Pega Underwriting for Group BenefitsUse the Email wizard to configure the rules and data objects that are required to manage incoming emailsthat deliver work to the Pega Underwriting for Commercial Insurance and the Pega Underwriting forGroup Benefits applications.

1. Click Designer Studio > Integration > Email > Email Wizard.

2. Complete the forms in the wizard to create an email service and email account for receiving email, anemail listener data object, and an email service rule.

For information on completing the forms in the Email wizard, see the following topics:

• Entering email information in the Email wizard

• Configuring the email listener in the Email wizard

• Configuring the service package in the Email wizard

• Configuring the email account in the Email wizard

• Resolving duplicate records in the Email wizard

• Reviewing the configuration and completing the Email wizard

Configuring submission routing for Pega Underwriting for PersonalInsuranceThe Pega Underwriting for Personal Insurance application routes the submission work objects to anunderwriter after a quote is accepted in the Application stage of a submission case.


1. In the Designer Studio header search text field, search for and select theFindProductSpecificUnderwriter decision table.

2. Update the values in the LOB and Return columns.Cases are assigned to operators directly. Replace the operator with the work group or a differentoperator, depending on your organization's routing strategy.

3. Use the grid controls and buttons to insert and delete rows, columns, and conditions.

4. Click Save.








Delivery stage

Configuring submission routing for Pega Underwriting for IndividualInsuranceThe Pega Underwriting for Individual Insurance application routes the submission work objects to anunderwriter after the fields required to create a submission are complete in the Application stage of asubmission case.


1. In the Designer Studio header search text field, search for and select theSetUnderwriterBasedonAvailability data transform.The rule recommends using the UnderwriterILA work group for implementations in the UnitedStates and the UnderwriterILAUK work group for implementations in the United Kingdom. Cases areassigned to operators belonging to the work group that you select. Replace the work group if you areusing a different one for your organization.

2. Click Save.

Configuring additional settings for your applicationSome of the Pega Underwriting for Insurance applications require that you configure additional settingsafter you create your baseline application.

Complete the configuration steps for the application you are implementing:

• Updating the class names in the AppExtension data transform used for Pega Underwriting forCommercial Insurance

• Updating the class names in the AppExtension data transform used for Pega Underwriting for PersonalInsurance

• Updating the class names in the AppExtension data transform used for Pega Underwriting forIndividual Insurance

• Updating the class names in the AppExtension data transform used for Pega Underwriting for GroupBenefits

• Copying work parties and data transform rules for Pega Underwriting for Group Benefits

• Updating the work ID prefixes for Pega Underwriting for Group Benefits

• Updating the application case types for Pega Underwriting for Individual Insurance

Updating the class names in the AppExtension data transform usedfor Pega Underwriting for Commercial InsuranceTo execute a case in the Pega Underwriting for Commercial Insurance application, update the datatransform stored as part of PegaIns-Data-AppExtension class as part of the PegaInsurePACL rulesetfor class names to point to your application layers.

Updating the class names in the AppExtension data transform usedfor Pega Underwriting for Personal InsuranceTo execute a case in the Pega Underwriting for Personal Insurance application, update the data transformstored as part of PegaIns-Data-AppExtension class as part of the PegaInsurePAPL ruleset for classnames to point to your application layers.


Delivery stage

Updating the class names in the AppExtension data transform usedfor Pega Underwriting for Individual InsuranceTo execute a case in the Pega Underwriting for Individual Insurance application,update the data transformstored as part of PegaIns-Data-AppExtension class as part of the PegaInsureILA ruleset for classnames to point to your application layers.The application uses these class names to create embeddedpages, as well as parent and child cases.

Updating the class names in the AppExtension data transform usedfor Pega Underwriting for Group BenefitsTo execute a case in the Pega Underwriting for Group Benefits application, update the data transformstored as part of PegaIns-Data-AppExtension class as part of the PegaInsurePACL ruleset for classnames to point to your application layers. The application uses these class names to create embeddedpages, as well as parent and child cases.

Copying work parties and data transform rules for Pega Underwritingfor Group BenefitsTo run a case in the Pega Underwriting for Group Benefits application, copy the following rules into yourapplication ruleset.

• Default work parties rule

• InitializeApplicationData data transform rule

• Copying the work parties default rule

• Copying the data transform rule for initializing application data

Copying the work parties default ruleCopy the Default work parties rule from the implementation ruleset to your Pega Underwriting forGroup Benefits application ruleset.

1. In the Explorer panel, click App.

2. Under the PegaIns-PAB-Group-Work-Submission class, click Process > Work Parties and selectthe Default rule.

3. Click Save as to save the Default work parties rule to your application ruleset.

Copying the data transform rule for initializing application dataCopy the InitializeApplicationData data transform rule from the implementation ruleset to yourPega Underwriting for Group Benefits application ruleset.

1. In the Explorer panel, click App.

2. Under the PegaIns-PAB-Group-Work-GrpBenefit class, click Data Model > Data Transform andselect the InitializeApplicationData rule.

3. Click Save as to save the InitializeApplicationData data transform rule to your applicationruleset.

Updating the work ID prefixes for Pega Underwriting for GroupBenefitsUpdate the work ID prefixes in the Pega Underwriting for Group Benefits application to match the prefixesrequired by your application ruleset.


Delivery stage

After you modify a prefix, the new value overrides the prefix specified in the pyDefault data transform forthe work objects in the associated case types.

1. Click Designer Studio > Application > Structure > RuleSet Stack.

2. In the Current Application section, click the <rule name> rule.

3. Click the Cases & data tab.

4. In the Case types section, update the Work ID prefix field for each case type to BEN-, or the valuerequired by your application ruleset.

5. Click Save.

Updating the application case types for Pega Underwriting forIndividual InsuranceTo ensure the creation of Pega Underwriting for Individual Insurance submission cases in the application-specific class names, complete the following steps:

1. Create the submission class in your application. For example, ABC-ILA-Work-Submission, whereABC is your organization name and ILA is the application name. The class must be a concrete classbelonging to the class group of the application.

2. Resave the CreateRequirements flow in PEGAINS-PAB-ILA-WORK-SUBMISSION-TERM to yourimplementation layer and give the appropriate class of the requirement case by selecting Other in thedrop-down box and then configuring the Create Case smart shape.

3. Resave the Issue flow in PEGAINS-PAB-ILA-WORK-SUBMISSION-TERM to your implementation layerand give appropriate application case class by selecting Other in the drop-down box of the Wait shape.

4. In the Designer Studio header search text field, search for and select theFetchRequirementCaseData report definition.

5. Open and save the following rules in the order indicated:

• FetchRequirementCaseData

• D_RequirementData

6. Click Save as to save a copy of the rule in the application-specific class and ruleset. For moreinformation, see Copying a rule or data instance.

7. In the Designer Studio header search text field, search for and select the D_RequirementData datapage.

8. In the Data Sources section, ensure that the Source field is set to Report Definition and that theName field shows FetchRequirementCaseData.

9. Click Save as to save a copy of the rule in the application-specific class and ruleset.

Configuring the Bulk Upload utility for Pega Underwriting forCommercial Insurance and Pega Underwriting for Group BenefitsUse the Bulk Upload utility to upload large Excel files into the Pega Underwriting for CommercialInsurance and Pega Underwriting for Group Benefits applications, and then map the data in the files tothe clipboard in the application.

When you configure Pega Underwriting for Commercial Insurance and Pega Underwriting for GroupBenefits to use the Bulk Upload utility, you can upload Excel files for the following case types and data:

• Commercial Auto Submission (Drivers data and Vehicles data)

• Commercial Property Submission (Property details and Loss history)



Delivery stage

Follow the steps in these topics to configure the Bulk Upload utility:

• Updating Dynamic System Settings

• Creating an Excel template

Updating Dynamic System SettingsThe Pega Underwriting for Commercial Insurance and Pega Underwriting for Group Benefits applicationsuse dynamic system settings to determine the clipboard, customer, and database date formats to usewith the Bulk Upload utility.

You can update the date formats for your implementation, as needed.

1. In the Designer Studio header search text field, search for and select the ClipBoardDateFormatdynamic system setting name.

2. On the Settings tab, enter the date format in the Value field.

3. Click Save.

4. Repeat steps 1 through 3 for the following dynamic system settings:

• CustomerDateFormat

• DatabaseDateFormat

Creating an Excel templateTo use a preconfigured Excel template to upload data in bulk to the and applications, create the followingitems:

• An Excel template

• A binary file to save the Excel template

• Download and upload activities

• A user interface section with controls for downloading and uploading the template

For information on creating these items, see Configuring an application to bulk upload data by using anExcel spreadsheet.

Configuring Pega Underwriting for Commercial Insurance for ACORDform submissionsThe ACORD 125 Commercial Insurance Application form is an industry-standard form used by commercialinsurers that comes mapped for Pega Underwriting for Commercial Insurance. Applicants for insurancecan use this form to provide the information required to initiate a commercial package submission case inthe Pega Underwriting for Commercial Insurance application.

You can configure Pega Underwriting for Commercial Insurance to automatically extract an applicant'sinformation from other forms by mapping the fields on the forms to the corresponding properties inthe Pega Underwriting for Commercial Insurance application. You can also configure the application toautomatically create a submission case from an email containing an ACORD form in PDF format.

Follow the steps in these topics to configure the application for ACORD form submission processing:

• Mapping ACORD form fields to properties

• Configuring email service rules to create a submission case for Pega Underwriting for CommercialInsurance or Pega Underwriting for Group Benefits


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Delivery stage

Mapping ACORD form fields to propertiesUse the PDF for EForm wizard to map the fields on the ACORD Commercial Insurance Application form tothe appropriate properties in the application.

Before you run the PDF for EForm wizard:

• Determine the names of all the interactive fields on the ACORD Commercial Insurance Applicationform.

• Determine the name and class of the property that you want to map to each interactive field on theACORD Commercial Insurance Application form.

1. Click Designer Studio > Integration > Tools > PDF for EForm Wizard.

2. Enter a value in the Description field and click Start.

3. Complete the forms in the wizard to create an EForm file rule and a corresponding EForm mappingrule.

For information on completing the forms in the PDF for EForm wizard, see the following topics:

• eForm accelerator Help - Completing the Upload File form

• eForm accelerator Help - Completing the Select eForm Fields form

• eForm accelerator Help - Completing the Map eForm Fields form

• eForm accelerator Help - Completing the Review and Save form

Configuring email service rules to create a submission case for PegaUnderwriting for Commercial Insurance or Pega Underwriting forGroup BenefitsUse the Email wizard to configure the rules and data objects that are required to manage incoming emailsthat deliver work to the Pega Underwriting for Commercial Insurance and the Pega Underwriting forGroup Benefits applications.

1. Click Designer Studio > Integration > Email > Email Wizard.

2. Complete the forms in the wizard to create an email service and email account for receiving email, anemail listener data object, and an email service rule.

For information on completing the forms in the Email wizard, see the following topics:

• Entering email information in the Email wizard

• Configuring the email listener in the Email wizard

• Configuring the service package in the Email wizard

• Configuring the email account in the Email wizard

• Resolving duplicate records in the Email wizard

• Reviewing the configuration and completing the Email wizard

Configuring Directed Web Access for Pega Underwriting forCommercial InsuranceConfigure Directed Web Access (DWA) if you need to email assignments to external parties who willcomplete their work inside of the Pega Underwriting for Commercial Insurance application. For example,you can email an insurance quote or proposal for approval to an agent or customer as part of asubmission case type and allow them to respond to the offer from within the application.












Delivery stage

When an external assignment exists in a flow, the flow generates an email to the external user from thestage associated with the external assignment. The text of the email sent to the external user contains aURL that the recipient can click to access your Pega Platform server and complete the assignment.

For more information, see External assignments through Directed Web Access.

Follow the steps in these topics to configure DWA:

• Creating an external operator ID

• Configuring the public link URL

Creating an external operator IDCreate an external operator ID with appropriate access to the application so that external users cancomplete assignments.

1. Click Create > Organization > Operator ID.

2. Create a new Operator ID that starts with the reserved word External, for example, External Useror External Approver.

3. Enter a Short description.

4. Click Create and open.

5. On the Profile tab:

a) Enter a Full name for the user. This value can be the same as your operator ID.

b) On the Profile tab, specify an Access Group for the user. For security purposes, select an accessgroup that provides only the minimal ruleset versions the external user needs to complete theassignment.

6. On the Work tab, specify an Organizational unit for the user.

7. Click Save.

Configuring the public link URLSpecify a public link URL so that external users can access your Pega Platform server to completeassignments. You can specify a proxy server, rather than your actual Pega Platform server.

1. Click Designer Studio > System > Settings > URLs.

2. On the Resource URLs tab, enter the Public Link URL that you want to provide to external users.The ExternalInstructions.email HTML fragment rule, referenced in the correspondence rule thatyou create in steps 4 through 6, contains code that uses this value as part of the DWA URL.

3. Click Save.

4. In the Explorer panel, click Records > Process > Correspondence.

5. Open a correspondence rule that requires the DWA URL assignment link.

6. Edit the rule to include the assignment link by inserting the Pega-provided standard correspondencefragment named ExternalInstructions.email at the point in the correspondence where you wantthe DWA URL to appear.

7. Click Save.

Note: You can also create a new correspondence rule and include the DWA URL assignment link, ifneeded. For more information about creating correspondence rules, see Correspondence rules.




Delivery stage

Extending your applicationOnce you create your baseline application, you can extend your application to meet your business needs.

Review the sample application extensions to learn how to extend the application you are implementing:

• Viewing extension points

• Extending an existing line of business for Pega Underwriting for Commercial Insurance

• Creating a new line of business for Pega Underwriting for Commercial Insurance

• Extending an existing line of business for Pega Underwriting for Personal Insurance

• Creating a new line of business for

• Extending an existing line of business for Pega Underwriting for Individual Insurance

• Creating a new line of business for Pega Underwriting for Individual Insurance

Viewing extension pointsAn extension point is an activity (or other rule) that you can update to implement unique processing stepsfor your application.

To review the available extension points in the application:

1. Click Designer Studio > Application > Inventory > Extension Points.

2. Click Application.

3. From the list of applications, select one or more applications to view the available extension points.

4. Click Apply.

Extending an existing line of business for Pega Underwriting forCommercial InsuranceTo extend an existing line of business in the Pega Underwriting for Commercial Insurance application toadd data attributes or change a process, extend the Pega-provided data classes or use the data classesprovided and specialize them only in your application rulesets.

Note: Extending Pega-provided data classes is optional.

The following example shows how to extend the Vehicle entry form for the Commercial PropertySubmission case type. In this example, replace XYZ- with the name of your application class, for exampleDoMC-FW-TCLDCOFW-. Data class and property names will vary depending on the line of business that youare extending.

1. Create data classes in your application layer for the property application data class and insurancepolicy class following the instructions provided in .

a) Create an XYZ-Data-Application class that has directed inheritance to PegaIns-Data-Application.

b) Create an XYZ-Data-Application-Comm class that inherits from PegaIns-Data-Application-Comm and an XYZ-Data-Application-Comm-Property class that inherits from PegaIns-Data-Application-Comm-Property.

c) Create an XYZ-Data-InsurancePolicy-Commercial-Property class that inherits fromPegaIns-Data-InsurancePolicy-Commercial-Property.

Performing these steps creates a mirrored data class structure in your application layer. Performsteps b and c to create a mirror of the data class structure in your application layer for other lines ofbusiness.


Delivery stage

2. Update the .PolicyData property in your XYZ-Data-Application-Comm-Property class to pointto your new policy class.

a) In the Explorer panel, click App.

b) Open the PolicyData property from the PegaIns-Data-Application-Comm-Property class.

c) On the General tab, update the value in the Page definition field to point to the XYZ-Data-InsurancePolicy-Commercial-Property data class.

d) Click Save as to save the property to your new data class.

3. Update the .ApplicationPage property in your XYZ-Work-Submission-Property class to point toyour new application class.


b) Open the ApplicationPage property from the PegaIns-PAB-Work-Submission-Propertyclass.

c) On the General tab, update the value in the Page definition field to point to the XYZ-Data-Application-Comm-Property data class.


4. Update the ApplicationClassForComm map value to point to your new application data class.


b) Click to expand the PegaIns-Data-Application class.

c) Click Decision > Map Value and select ApplicationClassForComm.

d) On the Matrix tab, update the Default value for the CommercialProperty product to point to theXYX-Data-Application-Comm-Property data class.

e) Click Save as to save the map value to your new data class.

Creating a new line of business for Pega Underwriting for CommercialInsuranceIf you require a new line of business that is not provided with the Pega Underwriting for CommercialInsurance application, you can create a new line of business by creating a new case type rule.

Before you begin, determine which existing line of business you will build on to create your new line ofbusiness.

• Creating a new case type rule for a new line of business

• Modifying the new case type rule for a new line of business

Creating a new case type rule for a new line of businessThe following example shows how to create a new line of business called Boiler and Machinery Insurancein the Pega Underwriting for Group Benefits application. In this example, replace XYZ- with the nameof your application class, for example DoMC-FW-TCLDCOFW-. Data class and property names will varydepending on the line of business that you are creating.

1. In the Explorer panel, click Cases.


3. Enter Boiler and Machinery in the Name field.



Delivery stage

a) Select the Derives From (Directed) class. Ensure that this references the DoMC-FW-TCLDCOFW -Work-Submission class.

b) Select the Derives From (Pattern) class.

c) Select a Ruleset and Ruleset Version.

5. Click Submit.

This process creates the class and case type rule with some default stages. You can delete the new casetype rule and save a case type rule from another line of business to save time building the new line ofbusiness. For example, you can save the default case type rule from the PegaIns-PAB-PC-CL-Work-Submission-Property class to your new case type class to create a more robust starting point forcreating the new line of business.

Note: When you save an existing case type rule, to avoid changing the identifier for the case typerule, do not change the label until after you save and create the rule.

Modifying the new case type rule for a new line of businessThe following example shows how to modify the new case type rule for a new line of business called Boilerand Machinery Insurance in the Pega Underwriting for Group Benefits application. In this example, replaceXYZ- with the name of your application class, for example DoMC-FW-TCLDCOFW-. Data class and propertynames will vary depending on the line of business that you are creating.

1. Create a new Boiler and Machinery product line in the Product Builder for Insurance applicationand create a product for testing.For information about creating new product lines and products, see the Product Builder for InsuranceBusiness Use Case Guide 7.4 on the Pega Foundation for Insurance product page.

2. Add the newly created case type rule to the application rule.

3. Update the case type rule to include newer values.

a) Update the data transform pyDefault as part of the new case type to modify the label and otherfields such as LOB.

b) b. Update the IsCommercial When rule to include the string (if required) for this case type to bepicked by commercial submissions.

c) Include a new entry for the new casetype in MapLOBKeyToWorkClass in the PegaInsurePACLruleset.

d) Optional: Update AreBuildingsRequired if the new case type require buildings.

4. Update the map values and decision table to point to the new line of business.

a) a. Open the pyDefault data transform stored in PegaIns-Data-AppExtension and then add anew row for the new LOB submission class and renewal class (if applicable).

b) Open the DetermineLOBDetails decision table defined in your application and add a row for thenew line of business.

c) Update the map values named MapLOBKeyToGUID and MapLOBGUIDToLOBKey to add a row for thenew line of business.

d) Update the IsCommercial when rule saved in PegaIns-Work by creating a copy of that rule inyour application class, and then add a row for the new line of business, if needed.

e) Add a new row in the DetermineApplicationClassByProduct map value to point to the line ofbusiness name with the work class for the new line of business.

f) Add a new row in the DetermineSubmissionClass decision table to map the line of business keyto the work class for the new line of business.



Delivery stage

5. Add the new line of business to agent records so that agents have the appropriate license to processsubmissions.


b) Click to expand the PegaIns-Data-AgencyLOB class.

c) Click Data Model > Property and select LineOfBusiness.

d) In the Prompt values section, add a Standard value and a Prompt value for the new line ofbusiness, Boiler and Machinery.

e) Repeat steps a through d for the PegaIns-Interface-AgencyLOB class.

f) Click Designer Studio > Framework Management > Tools > Agent/Agency Management and adda license to each agent for the new line of business.

6. Create an application data class and an insurance policy class for your new line of business.

a) Create an XYZ-Data-Application-BoilerandMachinery class that inherits from PegaIns-Data-Application.

b) Create an XYZ-Data-InsurancePolicy-BoilerandMachinery class that inherits fromPegaIns-Data-InsurancePolicy.

7. Update the ApplicationClassForComm map value to point to your new data class.

a) Open the ApplicationClassForComm map value rule.

b) On the Matrix tab, add a new row for the BoilerandMachinery product and then update theDefault field to point to the XYZ-Data-Application-BoilerandMachinery data class.

8. Update the .PolicyData property in your > XYZ-Data-Application-BoilerandMachinery classto point to your new policy class.


b) Open the PolicyData property from the PegaIns-Data-Application class.

c) On the General tab, change the value in the Page definition field to point to the XYZ-Data-InsurancePolicy-BoilerandMachinery.


9. Update the .ApplicationPage property in your XYZ-Work-Submission-BoilerandMachineryclass to point to your new application class.


b) Open the ApplicationPage property from the PegaIns-PAB-Work-Submission class.

c) On the General tab, change the value in the Page definition field to point to the XYZ-Data-Application-BoilerandMachinery data class.


10. Open the CollectApplicationDetails screen flow from one of the Pega-provided data classes andclick Save As to save the flow to the application data class for your new line of business.

Tip: Use the Designer Studio header search text field to find instances of theCollectApplicationDetails screen flow, and then select one from the search results list tosave to your new line of business.

11. Update the flow so that when a submission starts this flow will be the data collection process for yournew line of business.

12. Click Save as.


Delivery stage

13. Create a new copy of the RiskDetails section to diplay the risk related information needed for the newLOB.

Note: For a package, update the DetermineApplicationClassbyProduct map value to ensure thatyour Package case type can cover this new class.

Extending an existing line of business for Pega Underwriting forPersonal InsuranceTo extend an existing line of business in the Pega Underwriting for Personal Insurance application toadd data attributes or change a process, extend the Pega-provided data classes or use the data classesprovided and specialize them only in your application rulesets.


The following example shows how to extend the Vehicle entry form in the Personal Auto Submissioncase type. In the example, replace XYZ- with the name of your application class, for example EIns-FW-QuoteExpFW-. Data class and property names will vary depending on the line of business that you areextending.

1. Create data classes in your application layer for the auto application data class, vehicle data class, andinsurance policy class following the instructions provided in .


b) Create an XYZ-Data-Application-Pers class that inherits from PegaIns-Data-Application-Pers and an XYZ-Data-Application-Pers-Auto class that inherits from PegaIns-Data-Application-Pers-Auto.

c) Create an XYZ-Data-PolCmp-InsuredVehicle class that inherits from PegaIns-Data-PolCmp-InsuredVehicle.

d) Create an XYZ-Data-InsurancePolicy class that inherits from PegaIns-Data-InsurancePolicy.

e) Create an XYZ-Data-InsurancePolicy-Personal-Auto class that inherits from PegaIns-Data-InsurancePolicy-Personal-Automotive.

Performing these steps creates a mirrored data class structure in your application layer. Perform stepsb, c, d, and e to create a mirror of the data class structure in your application layer for other lines ofbusiness.

2. Update the .PolicyData property in your XYZ-Data-Application-Pers-Auto class to point toyour new policy class.


b) Open the PolicyData property from the PegaIns-Data-Application-Pers-Auto class.

c) On the General tab, update the value in the Page definition field to point to the XYZ-Data-InsurancePolicy-Personal-Auto data class.


3. Update the .ApplicationPage property in your XYZ-Work-Submission-Pers-Auto class to pointto your new application class.


b) Open the ApplicationPage property from the PegaIns-PAB-Work-Submission-Pers-Autoclass.


Delivery stage

c) On the General tab, update the value in the Page definition field to point to the XYZ-Data-Application-Pers-Auto data class.


4. Update the .CoveredVehicles property in your XYZ-Work-Submission-Pers-Auto class to pointto your new vehicle class.


b) Open the CoveredVehicles property from the PegaIns-PAB-Work-Submission-Pers-Autoclass.

c) On the General tab, update the value in the Page definition field to point to XYZ-Data-PolCmp-InsuredVehicle data class.


5. Create a ManageVehicles1 section in your application data class to point to your new vehicle class.


b) Click to expand the PegaIns-Data-InsurancePolicy class.

c) Click User Interface > Section and select ManageVehicles.

d) Click Save as to save the section to your new application class.

6. Update the ApplicationClassForComm map value to point to your new application data class.


b) Click to expand the PegaIns-Data-Application class.

c) Click Decision > Map Value and select ApplicationClassForComm.

d) On the Matrix tab, update the Default value for the PersonalAutomobile product to point to theXYX-Data-Application-Pers-Auto data class.

e) Click Save as to save the map value to your new data class.

7. Update the UI section called CoveredVehicles in the PegaIns-Data-PolCmp-InsuredVehicle dataclass, move it to the XYZ-Data-PolCmp-InsuredVehicle data class in your application layer, andthen modify the section as needed.

Creating a new line of business forIf you require a new line of business that is not provided with the Pega Underwriting for PersonalInsurance application, you can create a new line of business by creating a new case type rule.



• Modifying the new case type rule for a new line of business for Pega Underwriting for PersonalInsurance

Creating a new case type rule for a new line of businessThe following example shows how to create a new line of business called Renters Insurance in the PegaUnderwriting for Personal Insurance application. In this example, replace XYZ- with the name of yourapplication class, for example Mins-DCPL-. Data class and property names will vary depending on theline of business you are creating.




Delivery stage

3. Enter Renters in the Name field.


a) Select the Derives From (Directed) class.

b) Select the Derives From (Pattern) class.

c) Select a Ruleset and Ruleset Version.

5. Click Submit.

This process creates the class and case type rule with some default stages. You can delete the new casetype rule and save a case type rule from another line of business to save time building the new line ofbusiness. For example, you can save the default case type rule from the PegaIns-PAB-PC-PL-Work-Submission-Property class to your new case type class to create a more robust starting point forcreating the new line of business.

Note: When you save an existing case type rule, to avoid changing the identifier for the case typerule, do not change the label until after you save and create the rule.

Modifying the new case type rule for a new line of business for Pega Underwritingfor Personal InsuranceThe following example shows how to modify the new case type rule for a new line of business calledRenters Insurance Pega Underwriting for Personal Insurance application. In this example, replace XYZ-with the name of your application class, for example Mins-DCPL-. Data class and property names willvary depending on the line of business you are creating.

1. Create a new Renters product line in the Product Builder for Insurance application and create aproduct for testing.For information about creating new product lines and products, see the Product Builder for InsuranceBusiness Use Case Guide 7.4 on the Pega Foundation for Insurance product page.

2. Add the newly created case type rule to the application rule.

3. Update the case type rule to include newer values.

a) Update the data transform pyDefault as part of the new case type to modify the label and otherfields such as LOB.

b) Update IsPersonal When rule to include the string (if required) for this case type to be picked bycommercial submissions.

c) Include a new entry for the new casetype in MapLOBKeyToWorkClass in the PegaInsurePAPLruleset.

4. Update the map values and decision table to point to the new line of business.

a) Open the pyDefault data transform stored in PegaIns-Data-AppExtension and then add anew row for the new LOB submission class and renewal class (if applicable).

b) Open the DetermineLOBDetails decision table defined in your application and add a row for thenew line of business.

c) Update the map values named MapLOBKeyToGUID and MapLOBGUIDToLOBKey to add a row for thenew line of business.







Delivery stage

d) In the Prompt values section, add a Standard value and a Prompt value for the new line ofbusiness, Renters.



6. Create an application data class and an insurance policy class for your new line of business followingthe instructions provided in .

a) Create an XYZ-Data-Application-Renters class that inherits from PegaIns-Data-Application.

b) Create an XYZ-Data-InsurancePolicy-Renters class that inherits from PegaIns-Data-InsurancePolicy.

7. Update the ApplicationClassForComm map value to point to your new data class.

a) Open the ApplicationClassForComm map value rule.

b) On the Matrix tab, create a new row for the Renters product and then update the Default field topoint to the XYZ-Data-Application-Renters data class.

8. Update the .PolicyData property in your XYZ-Data-Application-Renters class to point to yournew policy class.


b) Open the PolicyData property from the PegaIns-Data-Application class.

c) On the General tab, change the value in the Page definition field to point to the XYZ-Data-InsurancePolicy-Renters data class.


9. Update the .ApplicationPage property in your XYZ-Work-Submission-Renters class to point toyour new application class.


b) Open the ApplicationPage property from the PegaIns-PAB-Work-Submission class.

c) On the General tab, change the value in the Page definition field to point to the XYZ-Data-Application-Renters data class.


10. Open the CollectApplicationDetails screen flow from one of the Pega-provided data classes andclick Save As to save the flow to the application data class for your new line of business.

Tip: Use the Designer Studio header search text field to find instances of theCollectApplicationDetails screen flow, and then select one from the search results list tosave to your new line of business.

11. Update the flow so that when a submission starts this flow will be the data collection process for yournew line of business.

12. Click Save as.

13. Create a new copy of the RiskDetails section to diplay the risk related information needed for the newLOB.

Note: For a package, update the DetermineApplicationClassbyProduct map value to ensure thatyour Package case type can cover this new class.


Delivery stage

Extending an existing line of business for Pega Underwriting forIndividual InsuranceTo extend an existing line of business in the Pega Underwriting for Individual Insurance application toadd data attributes or change a process, extend the Pega-provided data classes or use the data classesprovided and specialize them only in your application rulesets.

To extend an existing line of business in the Pega Underwriting for Individual Insurance application toadd data attributes or change a process, extend the Pega-provided data classes or use the data classesprovided and specialize them only in your application rulesets.


The following example shows how to extend the application to support issuance of term life insurancepolicies. In this example, replace XYZ- with the name of your application class, for example DoMC-FW-TCLDCOFW-. Data class and property names will vary depending on the line of business that you areextending.

1. Create data classes in your application layer for the property application data class and insurancepolicy class following the instructions provided in .


b) Create an XYZ-Data-Application-Life class that inherits from PegaIns-Data-Application-Life and an XYZ-Data-Application-Life-Term class that inherits from PegaIns-Data-Application-Life-Term.

c) Create an XYZ-Data-InsurancePolicy-Life class that inherits from PegaIns-Data-InsurancePolicy-Commercial-Life.

d) Create an XYZ-Data-InsurancePolicy-Life-Term class that inherits from PegaIns-Data-InsurancePolicy-Life-Term.

Performing these steps creates a mirrored data class structure in your application layer.

You can create additional classes if there are additional products for the same line of business. Forexample, XYZ-Data-InsurancePolicy-Life-GuaranteedTerm, XYZ-Data-InsurancePolicy-Life-GuaranteedTerm-Term1, XYZ-Data-InsurancePolicy-Life-GuaranteeedTerm-Term2,and so on.

2. Update the .PolicyData property in your XYZ-Data-Application-Life-Term class to point toyour new policy class.


b) Open the PolicyData property from the PegaIns-Data-Application-Life-Term class.

c) On the General tab, update the value in the Page definition field to point to the XYZ-Data-InsurancePolicy-Life-Term data class.


3. Modify the DeterminePolicyDataClass decision table to point to your new policy class.

a) In the Designer Studio header search text field, enter DeterminePolicyDataClass and click theSearch icon.

b) From the results list, select the DeterminePolicyDataClass decision table.

c) On the Table tab, change the value in the Return column to XYZ-Data-InsurancePolicy-Life-Term.

d) Click Save.


Delivery stage

4. Resave the CreateRequirements and Issue flow in the PegaIns-PAB-ILA-Work-Submission-Term class into the newly created work class.

Creating a new line of business for Pega Underwriting for IndividualInsurancePega Underwriting for Individual Insurance supports extending term insurance. If you require a new lineof business that is not provided with the Pega Underwriting for Individual Insurance application, you cancreate a new line of business by creating a new case type rule.



• Modifying the new case type rule for a new line of business

Creating a new case type rule for a new line of businessThe following example shows how to create a new line of business called Whole Life Insurance in the PegaUnderwriting for Individual Insurance application. In this example, replace XYZ- with the name of yourapplication class. For example, DoMC-FW-TCLDCOFW-. Data class and property names will vary dependingon the line of business you are creating.


2. Right-click Application and click Add a child case type.

3. In the Name field, enter Whole Life.


a) Modify the class in the Derives From (Directed) field to include submission.

b) Modify the class in the Derives From (Pattern) field to include submission.

5. Click Submit.A new Whole Life submission case is created as a child case of the Application case.

6. In the Case explorer, right-click Whole Life and click Add a child case type.

7. Select Existing case type and select Requirement in the Select an existing case type to add as achild filed.

8. Click Submit.

Modifying the new case type rule for a new line of businessThe following example shows how to modify the new case type rule for a new line of business calledWhole Life Insurance Pega Underwriting for Individual Insurance application. In this example, replaceXYZ- with the name of your application class. For example, DoMC-FW-TCLDCOFW-. Data class andproperty names will vary depending on the line of business you are creating.


2. Right-click the new case type rule and click Open.

3. On the Processes tab, add RequestMissingInformation in the Case wide supporting processessection.

4. Click the Stages tab.

a) In the Primary Stages section, add Assess Risk and Issue.

b) In the Alternate Stages section, add Decline Underwriting, Proposal Rejected, and AgentFollow Up.


Delivery stage

The newly created case type rule is added to the application rule. Modify the application rule to changethe Work ID prefix to SUB.

5. Create a new Whole Life product line in the Product Builder for Insurance application and create aproduct for testing.

For information about creating new product lines and products, see the Product Builder for InsuranceBusiness Use Case Guide 7.4 on the Pega Foundation for Insurance product page.





d) In the Prompt values section, add a Standard value and a Prompt value for the new line ofbusiness, Whole Life.



7. Create an application data class and an insurance policy class for your new line of business followingthe instructions provided in .

a) Create an XYZ-Data-Application-Life-WholeLife class that inherits from PegaIns-Data-Application-Life.

b) Create an XYZ-Data-InsurancePolicy-Life-WholeLife class that inherits from PegaIns-Data-InsurancePolicy.

8. Update the following map values to add new rows for whole life insurance.

a) Open the pyDefault data transform stored in PegaIns-Data-AppExtension and then add a newrow for the new LOB submission class and renewal class (if applicable).

b) Open the DetermineApplicantPage map value and add a new entry for whole life insurance topoint to XYZ-Data-Application-Life-WholeLife. Click Save as.

c) Open the DetermineSubmissionCaseType map value and add a new entry for whole lifeinsurance to point to XYZ-Work-Submission-WholeLife. Click Save as.

d) Open the DeterminePolicyDataClass map value and add a new entry for whole life insurance topoint to XYZ-Data-InsurancePolicy-Life-WholeLife. Click Save as.

Tip: Use the Designer Studio header search text field to search for and open each map value.

9. Create a new .PolicyData property in your XYZ-Data-Application-Life-WholeLife class topoint to your new policy class.


b) Open the PolicyData property from the PegaIns-Data-Application-Life-Term class.

c) Click Save as to save the property to your new class.

d) On the General tab, change the value in the Page definition field to point to the XYZ-Data-InsurancePolicy-Life-WholeLife data class.

e) Click Save as to save the property to your new data class.

10. Review the decision rules in the collection tables and decision tables written in the PegaIns-Data-Application-Life-Term class for the requirement generation (AgeFace) and other Risk class rules,



Delivery stage

such as blood pressure, cholesterol, and so on. Create copies of the rules to use with the whole lifeinsurance product, as needed.

11. Save as the Issue flow in the new ruleset.

12. Optional: Update the Wait shape configuration according to the requirements.

Implementing the security modelAfter you review the existing groups and roles to determine additional groups and roles that you need,create them by clicking Designer Studio > Org & Security > Groups and Roles. Make sure that you arelogged in as an administrator. For information on configuring groups and roles, see Groups and Roles andrelated topics.

• Updating access groups

Updating access groupsTo grant users access to the application case type, you must update your access groups to include thePegaInsuranceILA:AppCreate access role.

1. Click Designer Studio > Org & Security > Groups & Roles > Access Groups.

2. Click the access group Name.

3. In the Available roles section, click Add role and enter PegaInsuranceILA:AppCreate.

4. Click Save.

Modifying the user interfaceTo modify the user interface, complete the steps in the following topics:

• Determining which part of the user interface to modify

• Locating the user interface element to change

• Adding properties to sections

• Adding sections

• Updating the skin

Determining which part of the user interface to modifyWhen you first access your application portal, you see the dashboard, which typically contains anavigation panel on the left. The content of the dashboard is customizable and displays any data that youintegrate into your application.

Locating the user interface element to changeTo determine which user interface element to modify to implement your change, use the Live UI featureof the Pega Platform.

1. In Designer Studio, launch a portal.

2. Click the Live UI icon.

3. Select an element to observe. When selected, the Live UI icon provides the information about the UIelement. You can see the sections and harnesses of the element.

4. To update the rule, click the Open in Designer Studio icon.


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Delivery stage

Adding properties to sectionsPega Underwriting for Insurance uses standard Pega Platform user interface components, so the updateprocess is the same as any Pega Platform application.

1. In Designer Studio, click Live UI and determine the section that you want to modify.

2. To open the rule in Designer Studio, click the Magnifying glass icon.

3. In the Application Explorer, locate the property that you want to add to the section and drag it into thatsection.

4. Click Save as and then save the rule to the default Applies to class and make sure that the ruleset is foryour application.

5. Click Create and open and click Save.

Adding sectionsPega Underwriting for Insurance uses standard Pega Platform user interface components, so whether youare updating the dashboard, portals, or the composite, you do so in the same way as any Pega Platformapplication.

1. In Designer Studio, click Live UI and locate the section where you want to add another section.

2. To open the rule in Designer Studio, click the Magnifying glass icon.

3. In the Application Explorer, locate the section that you want to add and drag it into your specifiedsection.

4. Click Save as and save the rule to the default Applies to class. Make sure that the ruleset is for yourapplication.

5. Click Create and open and then click Save.

Updating the skinYou can update the look and feel of Pega Underwriting for Insurance to reflect the color scheme of yourorganization. The application uses the standard Pega Platform skinning features in your application.

For more information about skins, see Creating a skin and Skin inheritance.

1. In Designer Studio, click Application Name > Skin.

2. Update the skin inheritance to MIF under the Inheritance tab of the newly created skin.

3. Click Save as.

4. Click Create and open.

5. If you give your skin a different name, update the application to reflect it by performing the followingsteps:

a) In Designer Studio, click Application Name > Open Application.

b) Change the value in the Skin field to the name of the skin that you created.

6. Click Save.

ReportsIn addition to the library of Pega Platform reports, Pega Underwriting for Insurance provides several pre-configured reports that are customized for the various work objects, cases, and business processes usedin the application. These reports provide you with real-time insights into case inventories and aging sothat you can respond with the agility that is needed to comply with your internal and external service levelagreements as well as compliance mandates.


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Delivery stage

To create other reports, see Reporting.

Testing a new applicationTesting a new application includes the following procedures:

• Testing your application in the Build environment

• Testing in the Test or Production environments

• Testing in the UAT environment

Testing your application in the Build environmentTest a new application in the Build environment before migrating the new application to a Test orProduction environment. Testing in the Build environment enables you to verify that basic functionalityand interfaces work correctly and also that performance is acceptable.

1. Run functional tests to test specific features from the end-user perspective.

2. Use the Performance tool to measure the performance of the application. For information about thePerformance tool, see About the Performance tool.

• Prior to extending your site-specific Pega implementation, establish a performance benchmark(baseline) using the Performance tool. This allows subsequent, iterative performance testsagainst the established baseline to help identify any degradation in performance resulting fromdevelopment efforts.

• Use the Performance tool to check the performance of the following features:

• Search

• Account selection

• Loading of components

• Kickoff of all service intents. For this unit testing, automated scripts are recommended but notrequired.

• Save the test results so that you can compare them to future test results to determine whether anapplication update has a performance impact.

3. Verify that the Pega-provided reports and your custom reports run successfully, and that they showyour implementation layer data, rather than the default demonstration data. This can be an automatedtest.

4. Test all integrations, both independently and with associated integrations.

Test integrations for any optional Pega Underwriting for Insurance components and other applicationsthat you plan to use. See the product documentation for the component or application to determinewhich product components to test.

5. Test security. Test the most common roles to ensure that the required access groups are configuredand point to the correct software version.

Testing in the Test or Production environmentsAfter you import the application to a Test or Production environment, test the application in the newenvironment to verify that it works correctly in that environment.


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Delivery stage

Note: For a multitenancy configuration, run tests in each tenant region. The testing performed inthe Test environment should include usability testing to ensure that the application meets the UIstandard.

1. Verify that the source and the destination files are the same.

2. Run functional tests to test specific features from the end-user perspective.

3. In the Test or Production environment, run the Application Guardrails Compliance Score to ensure thatthe application meets guardrails.

4. Verify that the Pega-provided reports and your custom reports run successfully, and that they showyour implementation layer data, rather than the default demonstration data. This can be an automatedtest.

5. Test all integrations, both independently and with associated integrations.

Test integrations for any optional Pega Underwriting for Insurance components and other applicationsthat you plan to use. See the product documentation for the component or application to determinewhich product components to test.

6. Verify that the integrations point to the correct system of record, and not to the system of record forthe Build environment.

7. Test security. Test the most common roles to ensure that the required access groups are configuredand point to the correct software version. Use these common roles in your smoke tests (see next step).

8. Run a smoke test to compare the source and destination environments. Verify that all tests that passin the Build environment also pass in the Test or Production environment. If anything fails, comparethe environments to determine whether a difference in environment could cause the test to fail. Ifthe environment caused the failure, either fix the issue that caused the failure or adjust the test asappropriate for the new environment.

9. Run performance tests to verify that performance meets expectations. Pega recommends automatedperformance testing. Save the results so that you can compare them to future performance test resultsto determine whether an application update has a performance impact.

Testing in the UAT environmentAfter you complete testing in a Test environment, it is common to perform User Acceptance Testing (UAT)in a designated UAT environment, which could be a pre-production environment. UAT ensures that endusers will be able to successfully complete work and meet business objectives.

Note: Organizations that use Scrum for application development will complete less formal UAT aspart of each sprint cycle.

1. Verify the integrity of the UAT environment.

2. Have the end-users (or business analysts acting the role of end-users) run scripts to test all scenariosincluding boundary and exception testing. The end-users (that is, the trainers, managers, anddirectors), perform the following steps during UAT:

a) Verify that there are no major issues.

b) Review changes in order to better understand the features.

Packaging a new applicationTo migrate a new application to a different environment, you must first package the application so that itcan be imported to the new environment.

Packaging and importing a new application includes the following procedures:


Delivery stage

• Merging application changes

• Packaging an application for migration

• Importing the packaged application

Merging application changesIf you developed your application features in separate branches, use the Merge Branches wizard to mergethe branches before you package the application. The wizard shows any merge conflicts so that you cancorrect them before you merge the branches.

For more information about using Merge Branches wizard, see Branch development.

Packaging an application for migrationBefore you can migrate a new application to a different environment, you must package the relevant datainstances and rulesets into a product rule. The product rule is an instance of Rule-Admin-Product, andit is referred to as the RAP file.

1. Click Designer Studio > Application > Distribution > Package to start the Application Packagingwizard. For information about using the wizard, see Application Packaging wizard.

2. Complete each page of the Application Packaging wizard.

3. On the last page of the wizard, click Preview.

4. Review the contents of the generated RAP file.

5. On the last page of the wizard, click Modify to make any changes.

6. When the RAP file is complete, click Export. The wizard creates a .ZIP file in the ServiceExportdirectory on the current application server node.

Importing the packaged applicationTo deploy a new application to a different environment, import the .ZIP file that contains the packagedapplication to the new environment.

1. Click Designer Studio > Application > Distribution > Import.

2. Use the Import Gadget to import the target .ZIP file. For more information, see Import wizard landingpage.

For information about how to swap the database connection pointers to your Production database afteran import to a Production environment, see the Pega Platform Upgrade Guide at Deployment Guides.


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Production maintenance and monitoring

Production maintenance and monitoringProduction maintenance and monitoring includes the following procedures:

• Business rule maintenance in the Production environment

• Application health monitoring

• Identifying and reporting issues

Business rule maintenance in the ProductionenvironmentAs a manager, you can update Dialogs, and Coaching Tips in the Production environment using theTools > Configuration option available in each process action of the case type. This feature allowsmanagers to change these options without having to wait for a rule deployment. Managers must have thesame privileges associated with the PegaCA:Manager role in order to maintain these rules.

You can give managers the ability to update other rule types in the Production environment. For example,managers can update the Goals and Deadline for a certain case type. These rules must be delegated inDesigner Studio first. For more information on rule delegation, see Delegating a rule or data type.

Managers can also create reports in the My Reports section of the portal. For more information, seeReport Browser features.

Application health monitoringPega Autonomic Event Services is an application that automatically monitors, retrieves, and organizes thealert data from one or more clustered systems throughout the enterprise. Pega also provides the PegaPredictive Diagnostic Cloud, which allows you to benefit from Pega Autonomic Event Services withoutinstalling it locally. Pega Predictive Diagnostic Cloud is a Software as a Service offering of Pega AutonomicEvent Services.

Implementing the following best practices in your application can help to ensure optimal response timesand overall application health:

• Segment application agent processing to a dedicated JVM (Java Virtual Machine). This configurationensures that end users do not have to share resources with background processes.

• Monitor integration response time. Over time, slow integration points can cause average handle timesto increase. When queues start to grow, it becomes very difficult to recover, which might require usageof offline services or a backup application.

Identifying and reporting issuesAs with any application, your users will encounter issues that they need to report as they begin to usethe application. When deploying your application to the production environment, complete the followingsteps:

1. Identify operational staff who will be responsible for responding to issues reported in the productionenvironment.

2. Establish procedures with those resources to triage, respond to, and escalate issues.


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Production maintenance and monitoring

3. Determine procedures for delivery of changes to the production environment.


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