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Extend the Change plan case type

Updated on December 3, 2021

The Change plan case enables CSRs to change a customer's current plan. CSRs can quickly compare the details and prices of the new plan with the current plan, manage add-ons, and help customers switch to the new plan immediately. The Change plan case is fully integrated with the Pega Product Catalog for Communications to store and manage product information.

Pega Customer Service Implementation Guide

To configure this case to retrieve the required data, modify the data pages that the case references. The D_ GetServiceList data page serves as an extension point for the configuration. For more information, see Data pages overview. To populate data from an external data source, replace the data source of the data page. For more information about changing data sources, see Changing the data source of a data page.

Population of the service list

The D_GetServiceList data page retrieves the list of services. This data page has the following parameters:

  • AccountNumber
  • BillPeriodID
  • ProductCategory
  • Prorated - Prorated records (Y/N) leave blank to get all records.

After you modify the source of the data page, the following fields are populated from the new source:

  • ServiceOption
  • AccountProductKey
  • ActivationDate
  • DeactivationDate
  • ProductDescription
  • MonthlyCharge
  • ProductID
  • Price
  • DiscountPrice
  • DiscountedOTC
  • PlanName
  • ProductCategory
  • RetailPrice
  • ProductTypeId

Extension points

The Change plan case type is designed for common communication scenarios. Use the following extension points to customize the case to suit your business needs:

  • DefaultProductCatalog - Sets the default product catalog. This case requires a product catalog to run. The new plans and compatible add-ons are fetched from the catalog specified by this setting. You can use this extension point to reference any product catalog:
    Default product catalog dynamic system setting
    The dynamic system setting for the default product catalog
  • CurrencyType - Sets the currency type for the price of the plans shown in the case type:
    Currency type field
    The Currency type field
  • AddOnSelection - Determines whether or not the add-on is compatible, included with the plan, and is displayed on the plan comparison assignment. The prompt list has the field values for add-on compatibility. Possible field values are Not compatible and Included, and are set dynamically based on the rules that are defined in the product catalog.
    Addon selection property
    Addon selection property
    Addon details field
    Addon details field


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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