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Collections case stages and steps

Updated on December 3, 2021

The Manage Collections case type is built using the generic service case template, with some additional modifications. For example, the Process stage is replaced with the Contact and Payment stages. This topic illustrates and describes the stages and steps that the Manage Collections case type goes through to process the case, from eligibility to resolution.

Pega Customer Service Implementation Guide

Stages and steps

Manage Collections case stages and steps
Stages of the Manage Collections case.

  1. Eligibility stage: Determines whether the case can run or requires additional verification. This stage is disabled by default. For more information about the case template and how to enable this stage, see Configuring case processing options.
  2. Intake stage: The account goes into collections in this stage after details are confirmed.
  3. Contact stage: The collections case waits for customer contact in this stage. The contact strategy flow is provided as an extension point for integration with Pega Customer Decision Hub.
  4. Payment stage: The collections case waits in this stage when repayments are scheduled.
  5. Resolve: The account is removed from collections and the case is resolved.


CSR – The customer service representative who uses the assisted channels to manage the collections process, schedule payment plans, and help with the status of the account.

Data Objects

Account – The account for which the customer is overdue.


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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