Dynamic case management
Connect people, contact center systems, and processes for end-to-end visibility and resolution through Pega case management.
Pega Customer Service for Communications
Product Overview
Capabilities | Case management |
Out-of-the-box case libraries | • |
Case designer and out-of-the-box case type templates (*illustrated in the figure after this table) | • |
Scripted dialog | • |
Persona definition | • |
Data sources, integration | • |
Auditing | • |
Workbaskets, assignment routing (service cases) | • |
Application integration (interact with a case from external applications) | • |
CSR collaboration (Pulse) | • |
Templated layouts per channel of delivery | • |
Self-service delivery | • |
Notifications, SLAs, priority escalations | • |
Attachments | • |
Access permissions | • |
Search and reporting | • |
Goals and deadlines | • |
Center-Out™ Business Architecture | • |
Remote case support (ability to run a case built in a separate Pega application) | • |
Process Fabric support (ability to run cases built on Pega and non-Pega platforms). | • |
The following figure shows an example of the Make payment case type:
![Stages and steps for the Make payment case type](https://docs-previous.pega.com/sites/default/files/drupal/dita/out/3621/strategic-apps-implementation/Content/CS/product-overview/word/media/make-payment-case-type.png)
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