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Enable and extend the Manage Collections case

Updated on December 3, 2021

Pega Collections is designed for common scenarios across different industries where companies need to collect payments from accounts in arrears. For example, a telecommunications service provider collecting overdue payments for its cell phone services, a retail bank trying to collect delinquent amounts for credit card accounts, or a utility company attempting to collect overdue electricity bills. You can use the following extension points and data pages to customize the Manage Collections case to suit your specific business needs.

Pega Customer Service Implementation Guide

Population of input data

Use the InitializeDataForCollections data transform to initialize the following data for collections:

  • Account Type
  • Original Amount Due

You can also use the data transform as an extension point during implementation to override and initialize the data with the appropriate data sources.

Configuration for the Collections batch process

The Collections batch process uses a file listener to read the batch file to create collections cases. The ProcessCollectionsAccounts file listener monitors the file directory and calls the file service when the file arrives. The file service uses a parse rule (XML, structured, or delimited) to open and read the file, evaluate each input record, extract the account details, and create the collections case for each account.

For more information on configuring the settings for the Collections batch process, see Configuring the Collections Batch processing settings.

Get the appropriate payment plans

The D_PaymentPlan data page and PopulatePaymentPlan data transform are used to get the list of payment plans that are relevant for the customer. You can extend these to modify the population of payment plans. Typically, a payment plan consists of the Payment plan name, Payment frequency, and Equated payment amount.

Payment processing on scheduled dates

By default, the Make Payment cases are processed and resolved without manual intervention regardless of the payment dates. As part of the collections process, when you schedule payments, multiple Make Payment cases are created for different payment dates according to the schedule. For these Make Payment cases to reflect the correct status of payments, you must disable the straight through processing of these cases by disabling the Straight through process option for the Make Payment cases in App Studio. For more information on configuring case processing options, see Configuring case processing options.

Create an outbound call

If you integrate with Pega Customer Decision Hub, you can use the appropriate decisioning strategies to determine the method of communication with the customer. If you choose outbound calls as the method of communication with the customer, the Pega Customer Decision Hub implementation invokes the OutboundInteraction REST service in Pega Customer Service so that CSRs can initiate the outbound interaction with the customer.

  • Previous topic Schedule Payment Plan case stages and steps
  • Next topic Configuring the Collections Batch processing settings


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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