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Pega Collections case creation

Updated on September 10, 2021

Pega Collections™ for Financial Services provides lenders the ability to engage customers with personalized, responsive service while accelerating collections rates, ensuring compliance, and reducing operational costs.

What is a Collection service?

When a customer is unable to make payment on credit cards, mortgages, and other products, the customer account moves into collections. The associated services that notify the customer and help the customer move away from collections are termed Collection services.

Creating the Outbound Interactions

Pega Collections supports the following outbound activities:

  • Manual Outbound Calling Workbasket
  • Outbound Dialer Report or workbasket that feeds directly to dialer
  • Letter
  • Email
  • SMS

From Pega Collections, the SOAP service CreateOutboundInteraction executes and calls the CreateOutboundInteraction activity. This activity creates the outbound interaction case in the CollectionWaitWB workbasket when an outbound call is initiated.

Creating Collection cases

There are three methods to create Collection cases in Pega Customer Service™ for Financial Services:

  • Collection batch process
  • Force and stay service case
  • Manage Collection Cases gadget

Collection batch process

Collection batch process uses a file listener to read the batch file to create collection cases. Below are the rules to configure for creating collection cases.

File listener

A file listener monitors the file directory and calls the file service when file arrives. The file service uses a parse rule (XML, structured, or delimited) to open and read the file, evaluate each input record, divide the records into fields, and then write the fields to the clipboard.

Configure file listener CollectionBatch. The collection CSV file has to be stored in the path as shown in the Source location field.

Service file

The service activity processes the data once the fields are in clipboard, passes the data to another rule, or starts a flow and create a work object based on the data.

Configure the LoadCollectionAccounts service file with a Delimted ParseRule and the CollectionCaseFromBatch activity to create collection cases.

Parse delimited

The CSV file for collection creation has the following fields:

  • Account number
  • Contact ID of the customer 
  • Account type (three for card account and nine for loan account).

These properties map to corresponding properties on the SelectedAccount page. For additional properties, you need to update the CSV file with the required fields and map the corresponding properties.

Activity to create collection cases

CreateCollectionCaseFromBatch is the service activity that reads data from .SelectedAccount page to create the collection case for the corresponding account number.

Force and stay service case

Force and Stay allows an agent to create a collection case for a current account that is current based on the customer's receiving information (Bankruptcy, Credit Counseling, Deceased, Incarceration, Military Service, Natural Disaster, and Other). A service case is created and sits in the Force and Stay workbasket. The Force and Stay service case is available to all the card and loan customers in Account category.

Go to Add Tasks > Force And Stay and launch the service case. Submit the case to create a collection case for the selected account.

Manage Collection Case gadget

The Manage Collection Case gadget is a demo utility to create collection cases. This list contains Card and Loan account numbers. Select a particular row for which collection case you want to create and click Create.

Go to New > Manage Collection Cases. A model window with a list of card and loan accounts is displayed. Select the row and click Create to create the collection cases.

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