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Adding a new case type by using the Generic template

Updated on December 3, 2021

Use the Customer Service Generic Template to create a new case type that includes the most common case type features and demonstrates workflow best practices.

Pega Customer Service Implementation Guide

For complete information about the default stages and steps in this template, see Customer Service Generic Template.

  1. In the navigation pane of App Studio, click Case types.
  2. Click New.
  3. Enter the name for the new case type in the Case type name field.
  4. Expand the Case template section, and then select Customer Service Generic Template from the Template list.
    Note: When creating a new case type from a template, do not configure any settings in the Advanced section.
  5. Click Next.
    Result: The new case type opens in the Workflow tab.
  6. Click the Settings tab, and then click Case processing options to enable and disable case type features.
  7. Click the Views tab, and then set up the views to meet your business requirements. Add a view to collect the case details required during the Intake stage.
    For information, see Configuring views for cases.
  8. Click Save.
  9. Modify the case type features to meet your business requirements.
    Note: As a best practice, use only App Studio, and not Dev Studio, to modify the new case type.

    For information, see Implementing case types and attributes.


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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