When you implement Pega Customer Service for Communications, your application includes predefined case types.

• A case represents a business transaction that a customer service representative provides to a customer.
• Service cases are executed during an interaction.

You can create a new service case or modify an existing service case based on your business needs. Modifying a service case can include modifying an existing field in a data source, modifying or adding a stage or step of a case type, or updating a service request option.

To configure and use the service cases that are provided by Pega Customer Service of Communications, refer to the following articles.

Configuring Upgrade device service case eligibility

Configuring the security deposit property in the Transfer line service case

Guided troubleshooting for Pega Customer Service for Communications