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Pega Customer Service for Communications case types

Updated on January 8, 2022

Pega Customer Service for Communications includes several standard case types. These case types are available for selection within the New Application wizard when you create your implementation application. Depending on your service needs, you might include all, none, or a subset of these case types in your application. In addition, you can create new case types to meet your service needs.

Pega Customer Service for Communications Product Overview

The following table lists the case types available in Pega Customer Service for Communications.

Case typeDescription
Make PaymentHelps customers make a payment for one or more accounts.
Guided Troubleshooting Helps customers troubleshoot and diagnose common product issues using a guided, step-by-step flow.
Customer AcquisitionPresents bundles as suggested by Pega Marketing and allow CSRs to negotiate with prospects to acquire them.
Pause ServicePauses a customer’s service by selecting a pause start date and resume date.
Upgrade DeviceEnables customer to upgrade their device. They select the device, accessories, and insurance.
Proactive Fee WaivePredictive, proactive fee waiver offers to online customers to reduce calls to call center.
Check internet equipmentEnables customers to evaluate their equipment by running this case on their smartphone.
Transfer a Line in a chat interaction with an Augmented Agent
Change PlanEnables CSRs to change the service plan and manage add-ons for customers. The case type is fully integrated with the Pega Product Catalog for Communications to show the available plans and only the add-ons compatible with the new plan.
Disconnect ServiceEnables CSRs to cancel the service plan for customers. The case mandates CSRs to enter cancel reason and equips CSRs with all the necessary information such as unreturned equipment charge, early termination fee etc. that the CSR needs to review with the customer before cancellation.
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