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Schedule Payment Plan case stages and steps

Updated on December 3, 2021

The Schedule Payment Plan case is built using the generic case template. The following figure shows the stages and steps in the case, from eligibility to resolution.

Pega Customer Service Implementation Guide

Schedule Payment Plan case stages and steps
Shows the stages and steps of the Schedule Payment Plan case

Stages and steps

  1. Eligibility stage – Determines whether the case can run or additional verification is required. By default, this stage is disabled. For more information about the case template and how to enable this stage, see Configuring case processing options.
  2. Intake stage – During this stage, the appropriate payment plan and payment method are selected for repayment of the dues.
  3. Process request stage – During this stage, the Make Payment cases are created according to the payment plan and method selected. The case then waits for the payment cases to be resolved successfully.
  4. Resolve – The case is resolved when all child cases (scheduled payment cases) are resolved.


CSR - Customer Service Representative who uses the assisted channels to schedule payment plans.

Data objects

Account – The customer account that is due for payment.

The project team can modify and extend most areas of this case in App Studio, making it easier to deploy.


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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