What is the primary purpose of case prioritization within Pega?

The primary purpose of case prioritization within Pega is to rank cases based on urgency or importance to ensure timely resolution. This function allows organizations to manage workflow efficiently and ensure that critical tasks receive the attention they require in a timely manner. By prioritizing cases, Pega helps teams focus on the most pressing issues first, thereby enhancing operational efficiency and improving customer satisfaction.

The urgency or importance factors in prioritization can depend on various elements like deadlines, customer impact, and case complexity, which all contribute to achieving better outcomes in the case management process. This hierarchy of case handling not only optimizes resource use but also aligns with service-level agreements (SLAs) and overall business objectives.