Your application includes a set of predefined case types.
A case is defined as a service case or a service request, which is a
process that your staff performs to service your customers. Each
case type contains one or more processes that you can extend to meet your business
requirements. If you do not see an existing
case type, you can create one during your planning process.
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
For a list of the case types, see the Product Overview for your application.
Case types, in the context of a customer service
application, are used to define the work your customer is asking you to perform. Examples of
case types include Address Change and Close Account.
For the insurance industry, the insurance service cases come from
the Pega Services Cases for Insurance application so that they can be reused across other Pega insurance applications. If this need does not pertain to your business,
you may create new service cases in the Customer Service for Insurance application.
Modifying case types
If an application-provided case type is close to meeting your business requirements,
modify it and use it. Modifying a case type can include editing or rearranging fields, modifying
or adding a stage or step, and changing a service case layout by rearranging fields or changing the design template
for view in App Studio.
In the navigation pane of
App Studio, click Case types.
Click the service case
that you want to modify.
In the editor window, click the Data model tab to add a new data
field or to modify an existing field for the case type.
To modify or add a stage or step to the case type, click the
Workflow tab.
To fine tune the behavior of the case type click the Settings
tab. For example: You might want to adjust the SLA goal and deadline settings or define participants
that are involved in the case.
For more information about each tab, click the View contextual
help icon at the right of the tab.
Customizing the user interface of service requests
You can customize the user interface of many out-of-the-box service requests based on
your business requirements. In App Studio, the library of design templates
make the customization of service requests easy and helps in modifying the user interface
experience. The customization of user interface includes the ability to rearrange, add, or
delete the fields that helps to expedite the implementation process and makes it easy to
manage.
For a list of service requests that are editable in App Studio, see
the application release notes for the current and previous releases.
Click Add Task and then click the service case that you
want to edit.
Note: You cannot edit the user interface view in App Studio if
the service request is created manually in Dev Studio. As a best practice, create new service requests using App Studio to ensure on-going maintenance can be supported
through App Studio.
Click the Toggle design mode icon.
Click the Workarea icon in the header or composite
section of the service case depending on your requirement.
To change the template, click Change and then select a
template of your choice.
To add sections in the template, click the Add icon and drag and drop the
section of your choice to the template.
To delete a section, click the section and then click the Remove
this section icon.
To edit the fields of the section, click the section, highlight the field that
you want to edit, and then click the Edit this field
icon.
Update the required fields in the right corner of the page and click
Apply.
To add fields in the section, click the Add icon on the
right panel and then click Add to review.
To delete the fields from an existing section, right-click the field name on
the right panel and then click Delete.
Note: You cannot edit repeating dynamic grids in the composite
sections.
Defining client-based access controls to support the EU GDPR
Define client-based access controls (CBAC) to comply with the data privacy
requirements of the European Union (EU) General Data Protection Regulation (GDPR) and
similar regulations. This configuration allows you to protect customer data by tracking
and processing requests to view, change, remove, and restrict the use of personal
data.
Pega Customer Service provides an Exercise Customer Data Rights service case to support
the General Data Protection Regulation and similar regulations. You can access this
service case after defining the client-based access controls in your application. These
controls are part of the supporting infrastructure that helps customer service
representatives to manage Customer data rights requests and allows customers to directly
manage their data through the self-service web application. For more information about
how Pega applications are supporting GDPR, see Supporting EU GDPR data privacy rights in Pega
Infinity with client-based access control.
Note: In the Exercise Customer Data Rights service case, the Right to access subcase
allows customers to review their data by using a PDF document that is sent by email.
For more information, see "Configuring security settings for a customer data PDF
document," next.
Create an operator specific to the access group that is responsible for
defining CBAC rules.
Application
Access group
Pega Customer Service
For the CustomerService 8.5 application stack:
CustomerService:GDPRCSAdmin
For the CustomerService 8 application stack:
GDPRCSAdmin
Pega Customer Service for Communications
For the CustomerServiceForComms 8.5
application stack:
CustomerServiceComms:GDPRADMIN
For the CustomerServiceForComms 8
application stack: GDPRCSCAdmin
Pega Customer Service for Financial Services
For the CustomerServiceForFS 8.5
application stack:
CustomerServiceForFS:GDPRCSFSAdmin
For the CustomerServiceForFS 8
application stack: GDPRCSFSAdmin
Pega Customer Service for Healthcare
For the CSHC 8.5 application stack:
CustomerServiceHC:GDPRAdmin
For the CSHC 8 application stack:
GDPRCSHCAdmin
Pega Customer Service for Insurance
For the CustomerServiceForInsurance 8.5
application stack:
CustomerServiceForIns:GDPRAdmin
For the CustomerServiceForInsurance 8
application stack: CSIGDPRAdmin
This operator is used for GDPR processing and is not related to a CSR
operator.Note: The access group is created automatically when you create
your application.
To authenticate the operator, configure the GDPR-specific operator with the
GDPRBasicAuth rule.
Define client-based access controls (CBAC) for the Pega database. For example,
Contact, Account, Address data, and Address change.
Default CBAC rules are included with the application.
Contact your legal counsel to determine the client-based access
controls for making revisions, based on the interpretation of the
regulation, assessment of the valid business purposes for storing and
using client data, and assessment of competing legal requirements in
your industry and country or jurisdiction.
Identify the personal data that your application stores in the Pega
database that is not known to the default Pega CRM applications.
Create client-based access controls for each property.
Result: The customer service representative who is part of the GDPR
access group is now able to help your customers to control their personal data.
Configuring security settings for a customer data PDF document
The customer data protection capabilities in Pega Customer Service provide
support for General Data Protection Regulation (GDPR)-related requests that come from
customers.
In the Customer Data Rights service case, the Right to access
subcase allows customers to review their data by using a PDF document that is sent by email.
To ensure security, the PDF is password protected. By default, ContactID is configured as a
password for the PDF document.
You can configure or change the format of the password for
the Right to access subcase PDF based on your security criteria by using the
CSSetGDPRIdentifiers data transform.
In the header of Dev Studio, search for and open the
CSSetGDPRIdentifiers data transform.
To configure or modify the password based on your security criteria, click the
Definition tab and update the Source value of the following Target
fields:
pyWorkPage.PasswordFormat – Provide the password format, for example,
CustomerID.
pyWorkPage.PasswordValue – Provide the password value, for example,
pyWorkPage.ContactId.
Click Save.
Defining class group to database table mapping
To define how your cases are stored in the database, create a relationship between the class and the physical database table where the class instances will be stored. Work with the database administrator at your site on this task.
Log in by using an administrator account. Dev Studio opens.
In the Explorer panel, click App.
Right-click the first class name and select
Definition.
In the Settings section, in the This
class field, click is a class group or
belongs to a class group.
If
This class
field belongs to a class group, then select the class from the
Class group
list.
Click Test Connection to see the name of the table currently
mapped to this class.
Determine the name of the table that the database administrator resource at your site wants you to use for storing instances of this case type.
Optional: Repeat steps 2 through 6 for each class in your application.
Configuring case type locking
For each case type, select whether only one user at a time can edit a case, or whether
multiple users can concurrently edit the same case.
Identifying the most appropriate lock setting for your application and case types is
important because it can affect the throughput of work in your application. For example, if
a case type allows only one user at a time to edit a case, then other users cannot update
the case until the first user unlocks the case or the lock settings expire.
Alternatively, if multiple users can work on a case simultaneously, then each user receives
a notification when another user updates the case, and those changes are added to the case.
In the navigation pane of
App Studio, click Case types.
Click the case type that you want to modify.
Click the Settings tab.
Under Access strategy to open and work on a case, select the
locking strategy:
Allow one user - Lock the case when a single user is
working in it, and leave it unlocked until that user releases the lock, or the lock
times out.
Allow multiple users - Do not lock the case when users are
working in the case.
In the Time out value field, enter the number of minutes after
which to automatically unlock a locked case.
For child cases, this value should be less than the timeout value for the parent
case.
Click Save.
Defining knowledge content integration
The Pega Knowledge application supports the creation of
contextual, multi-media content. Knowledge articles can be linked directly to service cases so
that they are suggested to the customer service representatives, providing quick, contextual
answers to expedite resolution to customer issues.
Add error handling to a case type to ensure that operators process the work correctly
and completely, for example, to ensure that users complete required fields. To add error
handling to a case type, you call the czErrorHandler activity or the
czErrorHandler data transform from the case type flow.
For example, the out-of-the box Update a contact name case type calls
the error handler during post-processing. The following figure shows how the Check
Primary Address activity calls the czErrorHandler
activity:
Error handling by calling the czErrorHandler activity
The error handler feature includes extension points in an
ErrorHandlerExt activity so that you can customize error processing
to meet your specific business needs.
When an error occurs, you can configure the error handler to display a message to the
operators and to log the error to the PEGA log file. For more information, see Log files tool.
If the error type is Alert, you can configure an alert message
and code to send to Pega Diagnostic Cloud (PDC) for further action.
In the navigation pane of Dev Studio, click App.
In the App pane, select the class and then scroll to find the case
type that you want to modify.
Click the Expand icon next to the case type name to show components of the case type,
and then click ProcessFlow to view the case type flow.
Modify the case type flow to call the error handler activity or data transform from the
appropriate flow action or step.
For example, if you call the error handler activity from another activity, configure
the Method Parameters for that call as shown in the following
figure:
Configure error handling parameters example
In the Message parameter, select the message to display and
log.
In the MessagePage parameter, select the page on which to
display the message.
The default is pyWorkPage.
If you do not want to display an error message on the page, for example, if you
only want to log the error, clear the SetPageMessages check
box.
If you do not want to log the error message in the application error logs, for
example, if you only want to display the error on the page, clear the
SetLogMessages check box.
In the LoggingLevel parameter, select the error type. The
page error message and logged error message both include the error type.
Alert
Debug
Error
Info
InfoForced
Warn
If you set the LoggingLevel to
Alert, configure the alert code and message for the
application log:
In the AlertCode parameter, select the alert code.
In the AlertMessage parameter, select the alert
message.
If you set the LoggingLevel to Alert,
configure the alert parameters to send to PDC:
Open the error handler activity or data transform.
For the Generate and report the PDC alerts method, click
the Expand to see method parameters icon to display the Method
Parameters.Alert parameters sent to PDC
Enter a value for each alert parameter that the case type sends to PDC.