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Modifying the Send intake and Send resolution notifications

Updated on December 3, 2021

For case types created using the Customer Service Generic Template, and for the out-of-the-box case types based on that template, you can modify the Send intake notification template in the Intake stage and the Send resolution notification template in the Resolution stage if needed to meet your organization’s needs.

Pega Customer Service Implementation Guide

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  1. In the header of App Studio, click Case types.
  2. Click one of the case types that uses the new service template, for example, Account Address Change.
  3. On the Case life cycle page, based on which notification you are modifying, perform one or both of these steps:
    • To modify the Send intake notification, in the Intake stage, click the icon to the left of Send intake notification.
    • To modify the Send resolution notification, in the Resolution stage, click the icon to the left of Send resolution notification.
  4. In the right pane, to use the existing template with slight modification, follow these steps:
    1. Click Use existing.
    2. In the Notification name list, select a name.
    3. Optional: Add text in the Audit note field.
    4. Click Save.
  5. To create a new intake notification template, follow these steps:
    1. In the right pane, click Create new.
    2. In the Recipients section, in the different drop-down lists, select your recipients or add a new one.
    3. To modify the message, click the Message section to expand it.
    4. Click Compose to modify the notification.
    5. In the Compose message window, make your changes, and then click Done.
    6. To modify the logo, media icons, organization disclaimers, and CSR personalized signature, click Open notification in Dev Studio.
      For more information, see Notifications.
  • Previous topic Configuring case processing options
  • Next topic Using the Service case template to send outbound email from a case


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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