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Case type templates

Updated on March 16, 2021

Pega Customer Service includes several case type templates that follow best practices for case type processing. Use a case type template to quickly create a new case type that includes the most common case processing features.

Pega Customer Service Implementation Guide

A case type created from a template includes switches so that you can quickly enable and disable features.

Important: When you use a switch to enable or disable a feature, you do not need to manually make any changes to the case type workflow, such as removing a step. When a step is controlled by a switch, the step remains part of the workflow model, regardless of whether the feature is enabled or disabled.

Pega Customer Service includes the following case type templates. Select the template that most closely matches the process that you want to build, or select the generic template.

Template nameDescriptionApplicationsWork pools
Customer Service Generic TemplateA generic template that includes the most common case type capabilities and models best practices. For more information, see Customer Service Generic Template. AllPegaCA-Work-Service
Address ChangeCustomer requests to change an address for an account or policy.AllPegaCA-Work-Service
Close AccountCustomer requests to close an account or policy. AllPegaCA-Work-Service

General Service Request

Create an ad hoc case to log a customer issue when there is no specific case type available to handle the issue.AllPegaCA-Work-Service
Make PaymentCustomer requests to make a payment on an account or policy.AllPegaCA-Work-Service, PegaComm-FW-CPMCFW-Work-Service, PegaCPMFS-Work-Service, PegaCPMI-Work-Service
Manage Customer CircumstanceCustomer reports special circumstances that might temporarily affect their account or policy, such as an illness or change in job status.AllPegaCA-Work-Service, PegaCPMFS-Work-Service
Statement CopyCustomer requests an account or policy statement. AllPegaCA-Work-Service
Pause Service Temporarily suspends communications servicesPega Customer Service for CommunicationsPegaComm-FW-CPMCFW-Work-Service
View BenefitsDisplays healthcare policy benefits Pega Customer Service for HealthcarePegaCPMHC-Work-Service
Policy InquiryCompares rates and benefits of old and new insurance policiesPega Customer Service for InsurancePegaCPMI-Work-Service

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