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
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
- After the application opens in App Studio, in the header, click Dev
- To open the new implementation application record, click
- To use this application for Case Management Edition, locate your base
application and the corresponding ruleset in the following table:
|Pega Customer Service||PegaCS-Cases-CME|
|Pega Customer Service for Communications||PegaCSC-Cases-CME |
|Pega Customer Service for Financial Services||PegaCSFS-Cases-CME|
|Pega Customer Service for Insurance||PegaCSHC-Cases-CME |
- On the Edit Application page, in the Application
ruleset section, click the Add ruleset
- In the empty row, enter and click the ruleset name and ensure that it is
positioned at the top of the application stack.