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Business conditions

Updated on December 3, 2021

Business conditions evaluate and manage information during an interaction so that you can provide consistent, personalized interactions to target groups, across all channels. For example, a business condition can determine whether an account is active, whether an account is overdue, and whether a contact is enrolled in an automatic payment plan. Pega Customer Service includes out-of-the-box business conditions for common customer service use cases, and you can use App Studio to add new business conditions as required.

Pega Customer Service Implementation Guide
Tip: Each business condition that you define in App Studio is saved as a When rule in Dev Studio. Do not edit or delete a business condition in Dev Studio or the condition will become unusable. Only add, edit, and delete business conditions in App Studio.

Features that use business conditions

The following features use business conditions:

Customer composite
Business conditions determine which customer composite tabs appear during an interaction. For more information, see Customer composite.
Customer verification
Business conditions determine which customer verification questions to ask at the start of an interaction or service request. For more information, see Customer verification.
Personalized service for the IVR-IVA channel
Business conditions determine how the IVA bot responds to a customer's incoming call. For more information, see Creating an IVR-IVA channel.
Intelligent guidance
Business conditions determine the cases that are suggested to the CSR during an interaction. For more information, see Intelligent guidance suggested actions and Using business conditions to configure visibility of case suggestions.


The business condition example that is shown in the following figure checks that the customer is not already enrolled in auto-pay and validates a high account balance, the amount due, auto-pay if the customer has called in and fulfills all the criteria as defined in the condition.

Business condition example
Business condition that identifies a customer who should sign up for automatic payments

When you configure your intelligent guidance, you can offer the customer a case type that guides them through enrolling in auto-pay when this business condition is true. For additional information about this use case, see Configuring business conditions on Pega Academy.

Scopes for business conditions

A business condition can analyze data from various sources, such as the case, account, or contact. The default data sources for business conditions vary by application. When you select a scope, you want to select a value to represent the source of the information that you want this business condition to evaluate as well as the area to which the business condition applies. You can configure additional scopes. For more information about configuring additional scopes, see Adding a new scope for business conditions.

The following table shows the default business condition data sources for each application. These data sources appear as options in the Scope drop-down list.

Default data sources for business conditions

ApplicationData sources for customer verification
Pega Customer ServiceCase, Account, Contact
Pega Customer Service for CommunicationsCase, Account, Contact
Pega Customer Service for Financial ServicesCase, Account, Business Unit, Individuals
Pega Customer Service for HealthcareCase, Member, Patient, Policy, Practitioner, Provider
Pega Customer Service for InsuranceCase, Contact, Policy

Best practices for naming business conditions

Business conditions appear in alphabetical order on the Business conditions page and in drop-down lists. To ensure that you can easily find and select your business conditions, use the following naming best practices:

  • For a business condition that is used by more than one feature, include the scope name at the start of the business condition name, for example, Account.
  • For a business condition that is used by one feature only, include a prefix that identifies the feature at the start of the business condition name, for example, IVR.
  • Make sure the business condition name describes the purpose of the condition, for example, Account is active.

Modifying and deleting business conditions

You cannot modify the scope of an existing business condition. but you can change other values. To change the scope of a business condition, create a new one. Deleting a business condition removes it from the list.


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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