A Persona in Pega represents a specific type of user, defined by their role, goals, and how they interact with the application. The creation of a new Persona is necessary when a new, unique combination of user access (Channel interface), responsibilities (work routing), and capabilities (permissions) is identified. This combination defines a distinct user role that is not covered by existing Personas. For example, a "Manager" Persona would have a different portal, receive different work (approvals), and have different permissions than a "Customer Service Representative" Persona.

A. The existing Channel interfaces are too limited for the completion of work to occur.

This describes a need to create or modify a Channel (a user portal), which could be assigned to an existing Persona. It does not inherently require a new Persona.

B. An additional user needs to interact with an application.

This is an operational task of creating a new user account (Operator ID) and assigning them to an existing Persona. It does not necessitate creating a new user role.

C. A new Case Type is created in an application.

A new Case Type represents a new type of work. Access to this new work can be granted to existing Personas; it does not automatically require the creation of a new one.

1. Pega Platform™ Documentation

"Personas": "A persona is a composite user model that represents a whole group of users with a similar role

behavior

and goals... You can configure a persona by associating it with a specific channel and access group." This directly links the Persona to the combination of channel and permissions (via access group).

Reference Location: Pega Platform > App Studio > User interface > Portals > Personas

2. Pega Academy

"Pega Express Delivery" Course

"Personas and Channels" Module: This module teaches that a Persona is a key artifact in the Pega Express methodology used to define a user role. It emphasizes that each Persona has specific needs which translate into the portal (Channel) they use and the work they perform

which is governed by permissions and routing. Creating a new Persona is required when a new set of these combined attributes is needed.

Reference Location: Pega Academy > Pega Express Delivery > Discover > Personas and Channels

3. Pega Platform™ Documentation

"Access groups": "An access group is a collection of settings that define the permissions and privileges of a user or a group of users... By associating an access group with a persona

you can control the actions that the persona can perform in your application." This confirms that permissions are a core component of the Persona definition.

Reference Location: Pega Platform > Security > Access control > Access groups