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Extend the Disconnect service case type

Updated on December 3, 2021

The Disconnect service case type enables CSRs to cancel a customer's service plan. The case instructs CSRs to enter the cancel reason and provides them with all of the necessary information to review with the customer before cancellation, for example, unreturned equipment charges, early termination fees, and so forth.

Pega Customer Service Implementation Guide

To retrieve 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

Population of product agreements and billing

The D_ProductAgreementsAndBilling data page retrieves the product agreements for the account product key. This data page has the following parameters:

  • AccountNumber
  • AgreementID
  • AccountProductKey

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


Extension points

The Disconnect service case type is designed for common communication scenarios. You can customize the Cancellation reason property to set the list of plausible cancel reasons while disconnecting a service. You can also use the field values in the Cancellation reason property to set the cancel reasons dynamically. The following Cancel reasons are configured out-of-the-box:

  • Moving - Service unavailable
  • Competitor - Better product
  • Competitor - Better price
  • No longer need service
  • Other
Cancellation reason property values
The property to configure the list of cancellation reasons
  • Previous topic Extend the Change plan case type
  • Next topic Implementing SMS notification for the Add 2GB Data case type


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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