What is a work item in Pega?

A work item in Pega is defined as a task that is part of a case that needs to be completed. In the context of Pega, a case represents a cohesive unit of work that can evolve over time, and work items are the individual tasks or activities that contribute to that case. Each work item must be addressed for the overall case to progress towards resolution.

This definition emphasizes the operational nature of work items, which are actionable entities that typically represent steps or actions that a user or system must perform as part of the broader case management process. Effective management of work items directly impacts the efficiency and success of case handling within the application.

The other options do not accurately capture the functional role of work items within Pega. An overview of all case goals and objectives is more aligned with case management metadata rather than a specific actionable item. A list of completed tasks pertains more to reporting or case history, not the work items themselves that still need attention. A visual representation of case workflows refers to diagrams or models illustrating the flow of the case process, which is not the same as the individual tasks essential for case completion.