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Primary stages in the Customer Service Generic Template

Updated on January 11, 2022

The Customer Service Generic Template includes these primary stages: Eligibility, Intake, Process request, and Resolve.

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The following figure shows the steps in each primary stage:

Primary stages
The Customer Service Generic Template includes four primary stages

Stage 1: Eligibility

The Eligibility stage verifies the customer identify and determines if they are eligible for this service case.

Note: To skip this stage, override the Run eligibility process default setting in the Case processing options. For more information, see "Configure case processing options," in Adding a new case type by using the Generic template.

This stage includes one process:

  • Check eligibility to run a case

For detailed information about the steps in each process, see the following table.

Check eligibility to run a case

StepDescriptionEnabled by a switch?
Eligibility to startChecks whether the case meets the eligibility requirements to start intake.
  • If the case is eligible, checks if additional verification is needed. If additional verification is needed, proceeds to the Additional verification step. Otherwise, proceeds to the Intake stage.
  • If the case is not eligible, proceeds to the Go to ineligibility step.
The application determines eligibility based on the business conditions from the DetermineEligibilityToRun decision table. This decision table is an extension point that you can modify to meet your business needs.
No
Additional verificationIf the Eligibility to start step determines that customer verification is needed, the case runs this step.

  • If customer verification succeeds, the case proceeds to the Intake stage.
  • If the CSR chooses to bypass customer verification, the case proceeds to the Intake stage.

    A switch on the Customer verification page determines whether the CSR can bypass verification.

  • If no customer verification questions have been configured, the case proceeds to the Intake stage.
  • If customer verification fails, the case proceeds to the Not verified stage.

For information about configuring customer verification, see Customer verification.

No
Go to ineligibilityIf the case does not meet eligibility requirements, this step moves the case to the Ineligible alternative stage.

In the DetermineEligibilityToRun decision table, the reasons for ineligibility are defined in the EligibilityToRunMessage property.

No

Stage 2: Intake

The Intake stage collects the case details from the customer.

This stage includes three processes:

  • Search for duplicates
  • Capture case details
  • Send intake notification

For detailed information about the steps in each process, see the following tables.

Search for duplicates

StepDescriptionEnabled by a switch?
Search duplicate casesChecks whether there is a similar case already started for this request. If an existing case is found, the operator can choose to continue processing that case, instead of creating a new case.

The case match criteria are defined in the pyDefaultCaseMatch case match rule. Use this rule as an extension point to modify and extend the duplicate case checking capability.

The default must match conditions are account number, contact ID, case name, and contact name. The weighted condition is that the case created date should be within the last 7 days.

Search duplicate cases example
Search duplicate cases example
Yes. This feature is enabled by default. To disable this step, override the Allow duplicate search configuration in the Case processing options. For more information, see "Configure case processing options," in Adding a new case type by using the Generic template.

Capture case details

StepDescriptionEnabled by a switch?
Pre processingThis step calls the PreProcessingIntake activity to set values and process business details before getting input from the user. Modify that activity to meet your business requirements.No
Capture Case DetailsThis step collects the case details from the customer. For example, collecting a new address from a customer for an address change request.

Configure the data to collect when you set up the views for the new case type. For information, see Configuring views for cases..

No
ReviewDetermines whether the case presents the CSR with a review page by starting the Review captured details step, or whether the case skips the review page and proceeds to the Post processing step.Yes. This feature is enabled by default. To disable the Review, Review captured details, and Go back / Edit steps, override the Review intake configuration in the Case processing options. For more information, see "Configure case processing options," in Adding a new case type by using the Generic template.
Review captured detailsDisplays a read-only summary of case information. To edit the case information, the CSR clicks Back. To save the case information, the CSR clicks Submit.Yes. See Review step.
Go back / EditThis step is triggered when a CSR clicks Back from the review page. This step goes back to the Capture case details subprocess so that the CSR can modify the collected case data.Yes. See Review step.
Post processingCalls the PostProcessingIntake activity to set case values and process business details after collecting the input from the customer. Modify that activity to meet your business requirements.No

Send intake notification

StepDescriptionEnabled by a switch?
Send notificationSends the customer and other work parties an email notification about the collected case details.

By default, the CSR, Contact, AccountOwner, and Business Unit work parties receive the notification, as long as an email account is configured for those work parties.

To change the work parties for the case, see Configuring case participants.

Yes. This feature is enabled by default. To disable this feature, override the Send intake notification configuration in the Case processing options. For more information, see "Configure case processing options," in Adding a new case type by using the Generic template.

Stage 3: Process request

The Process request stage processes the case created from the customer request.

This stage includes one process:

  • Process request

For detailed information about the steps in each process, see the following table.

Process request

StepDescriptionEnabled by a switch?
Pre request processingThis step calls the PreProcessingProcessRequest activity to set values and process business details before processing the case. Modify that activity to meet your business requirements.No
Process case without manual interventionThe step determines whether the case can be processed without a manual intervention by a CSR or back-office user.
  • If a manual intervention is required, the case proceeds to the Process request step.
  • If no manual intervention is required, the case proceeds to the Post request processing step.
Yes. This feature is disabled by default. To enable this feature, override the Process case without manual intervention configuration in the Case processing options. For more information, see "Configure case processing options," in Adding a new case type by using the Generic template.
Process requestThis step is an assignment for the CSR or back office user who will manually process the request. Configure this step to meet your business requirements.No
Post request processingCalls the PostProcessingProcessRequest activity to set case values and process business details after processing the case. Modify that activity to meet your business requirements.No

Stage 4: Resolve

The Resolve stage resolves the case.

This stage includes two processes:

  • Save and update any systems
  • Send resolution notification

For detailed information about the steps in each process, see the following tables.

Save and update any systems

StepDescriptionEnabled by a switch?
Save dataIf your implementation application uses an external database, this step saves the case type data to the external database by using the appropriate data page (for example, D_Account data page) and the SaveAccountDetails activity.

After creating a new case type, modify the data page and activity to meet your business requirements.

No

Send resolution notification

StepDescriptionEnabled by a switch?
Send notificationSends the customer and other work parties an email notification about the case resolution.

By default, the CSR, Contact, AccountOwner, and Business Unit work parties receive the notification, as long as an email account is configured for those work parties.

To change the work parties for the case, see Configuring case participants.

Yes. This feature is enabled by default. To disable this feature, override the Send resolve notification configuration in the Case processing options. For more information, see "Configure case processing options," in Adding a new case type by using the Generic template.

Tags

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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