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Adding the appropriate ruleset to your application stack

Updated on December 3, 2021

Add any of the rulesets listed in the Rulesets table to the implementation application only when using Case Management Edition and the out-of-the-box Pega case types in an external CSR desktop or self-service (non-Pega UI). If you add any of these rulesets to an implementation application that has the Interaction Portal (Pega UI), you might encounter unexpected issues or errors.

Note: To use Pega Customer Service case types in both external CSR desktop and Pega desktop (Interaction Portal), use two different implementation applications. The application for the external desktop contains the specified ruleset from the table above. The second application that has the Interaction portal does not have any of the rulesets, listed in the table.
Pega Customer Service Implementation Guide
Before you begin: Ensure that you have created the Pega Customer Service application either with or without a framework. For more information, see Creating your Pega Customer Service implementation application.
  1. After the application opens in App Studio, in the header, click Dev Studio.
  2. To open the new implementation application record, click AppDefinition
  3. To use this application for Case Management Edition, locate your base application and the corresponding ruleset in the following table:


    Base applicationRuleset
    Pega Customer ServicePegaCS-Cases-CME
    Pega Customer Service for CommunicationsPegaCSC-Cases-CME
    Pega Customer Service for Financial ServicesPegaCSFS-Cases-CME
    Pega Customer Service for InsurancePegaCSHC-Cases-CME
  4. On the Edit Application page, in the Application ruleset section, click the Add ruleset link.
  5. In the empty row, enter and click the ruleset name and ensure that it is positioned at the top of the application stack.
  • Previous topic Configuring your Pega Customer Service implementation application for Case Management Edition
  • Next topic Recommended methodologies


Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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