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Adding new case types

Updated on December 3, 2021

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.

Pega Customer Service Implementation Guide
Note: A new case type will inherit the default work pool class of the current operator's default access group. For information, see Assigning work pools to an access group.

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.

Note: When adding a new case type from App Studio, do not use the Reuse assets from field (in the Advanced section of the Create case type window) to copy assets from an out-of-the-box case type. Doing so will result in incorrect class structure and incorrect inheritance.


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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