Pega Customer Service for Communications case types
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 type | Description |
| Make Payment | Helps 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 Acquisition | Presents bundles as suggested by Pega Marketing and allow CSRs to negotiate with prospects to acquire them. |
| Pause Service | Pauses a customer’s service by selecting a pause start date and resume date. |
| Upgrade Device | Enables customer to upgrade their device. They select the device, accessories, and insurance. |
| Proactive Fee Waive | Predictive, proactive fee waiver offers to online customers to reduce calls to call center. |
| Check internet equipment | Enables customers to evaluate their equipment by running this case on their smartphone. |
| Transfer a Line in a chat interaction with an Augmented Agent | |
| Change Plan | Enables 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 Service | Enables 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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