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Implementing case types and attributes

Updated on December 3, 2021

Your application includes a set of predefined case types. A case is defined as a service case or a service request, which is a process that your staff performs to service your customers. Each case type contains one or more processes that you can extend to meet your business requirements. If you do not see an existing case type, you can create one during your planning process.

Pega Customer Service Implementation Guide

For a list of the case types, see the Product Overview for your application.

Case types, in the context of a customer service application, are used to define the work your customer is asking you to perform. Examples of case types include Address Change and Close Account.

For the insurance industry, the insurance service cases come from the Pega Services Cases for Insurance application so that they can be reused across other Pega insurance applications. If this need does not pertain to your business, you may create new service cases in the Customer Service for Insurance application.


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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