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Legacy Customer Service design patterns

Updated on February 7, 2023

This topic contains links to legacy Customer Service design patterns previously posted on the Pega Community wiki.

Legacy Customer Service design patterns
Customer Service methodology for agent interaction and Customer composite data placement8.4PDF
How to configure an express action8.1PDF
Launching service cases from the composite screen8.5PDF
Implement Portal Search in Customer Service8.5PDF
Intelligent guidance - Dialog, Coaching tips and Alerts8.5PDF
Intent Task, Category, Data Source and Interaction Driver8.5PDF
Efficient wrap-up of Customer Service interactions8.4PDF
Creating new email channels in customer service8.4PDF
Building high performance into your Customer Service applications8.1PDF
Sending automated emails using new case template framework8.5PDF
Creating new email channels in customer service8.4PDF
Creating a Self-service application for Pega Customer Service8.5PDF
Pega IVR IVA integration with AWS8.5PDF




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