If you require a new customer service case type to meet your business needs, create one by using the Customer Service Generic Template. If your CSRs will use the Interaction Portal to collect intake data for your current Pega Customer Service application and for other Pega applications, you can use the Customer Service Remote Template to create a new wrapper case type that maps to case type in the remote application.
Your Pega Customer Service application includes several out-of-the-box case types that you should import when you run the Application Wizard to create your implementation application. Dev Studio also includes an option that lets Administrators add an out-of-the-box case type to your implementation application at a later time. For information, see Importing a case type.