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Pega Customer Service case types

Updated on January 12, 2022

Pega Customer Service includes several standard case types. These case types are available for selection within the New Application wizard when you create your implementation application. Depending on your service needs, you might include all, none, or a subset of these case types in your application. In addition, you can create new case types to meet your service needs.

Pega Customer Service Product Overview
Case typeDescription
Add new organizationAdd a new organization and have it linked to a parent organization, if applicable. Part of the business bundle of service cases, capturing common business-to-business use cases.
Address changeChange an account or contact address with the option to apply the change to related accounts, if applicable.
Close accountClose an account for an authorized contact.
Create a new contactAdd a new contact and authorized role to an account.
Create lead‡Create a sales lead during a customer service interaction and route to a sales rep.

Create opportunity*

*Requires Pega Sales Automation license

Add, view, and modify sales opportunities during a customer service interaction.
Dispute a transactionLog a disputed transaction or multiple disputed transactions for a contact.
Exercise customer data rightsSupport customer requests to exercise their rights to data (addressing GDPR or CCPA data rights for example) by making a request for data access and follow on requests (if applicable) to rectify, restrict, or remove personal data.
File a complaintCapture a complaint regarding any account, product, or other issues reported by a customer.
Guided troubleshooting

Helps the CSR or end-customer diagnose common product or service issues.

Troubleshooters are configured in Pega Knowledge and support both suggested knowledge articles and suggested service requests.

Log general service requestCreate an ad-hoc case to log a general customer request.

Make a sales offer*

*Requires Pega Customer Decision Hub license

Upsell or cross-sell to the customer with an offer suggested by Pega Customer Decision Hub.
Make paymentEnables a customer to make a full or partial payment on a due/overdue account, and to pay using the payment options available to each customer (from other accounts, other payment methods).

Negotiate an offer*

*Requires Pega Customer Decision Hub license

Present a negotiate retention offer to a customer as suggested by Pega Customer Decision Hub.
Manage customer circumstanceIn some situations, customers impacted by personal hardship or a life event (for example, natural disaster, poor health, epidemic) might request assistance with payments or payment waivers. This service request type supports communication about the situation, as well as collection of follow-up documents such as payment confirmations.
Modify Account LinksView and maintain a list of accounts associated with a contact.
Manage CollectionsManage the collections process for customers in any industry who have defaulted on their payments.
Modify Organization LinksView and maintain a list of organizations associated with a contact or account. Part of the business bundle of service cases, capturing common business-to-business use cases.
Open a new accountSubmit a new account application for a customer.
Post conversation CES surveyLaunches a post-chat survey that measures customer effort score (CES), which is a measure of the customer effort while interacting with your business to resolve an issue.
Post conversation CSAT surveyLaunches a post-chat survey that measures customer satisfaction score (CSAT), which is a measures of the level of customer satisfaction with a product or service that your business offers.
Post conversation NPS surveyLaunches a post-chat survey that measures net promoter score (NPS), which provides a measure of the customer's willingness to promote the products and services of a business to others.
Schedule appointmentSchedule an activity such as a follow-up conference call for a customer (including the call start and end date, topic, location, and owner) or routing to a Workbasket. This task and workflow are shared across Pega Customer Service and Pega Sales Automation.
Schedule payment planProvide the ability to schedule payments for a customer in collections.
Send correspondenceSend correspondence via email to a customer (contact or account holder).
Send statement copySubmit a statement copy request on behalf of a contact.
Sends NPS SurveyCaptures the Net Promoter Score rating received from the customer.
Start co-browse sessionCollaborate in real-time with a customer by sharing a browser session and providing visual guidance on how to navigate a website.
Update contact profileUpdate contact profile information such as first, middle, and last name, date of birth, and marketing communication preferences.
Update organization detailsView and maintain information associated with an organization including name and tax ID. Part of the business bundle of service cases, capturing common business-to-business use cases.

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