What's new for service requests
Pega Customer Service™ includes the following service request
enhancements. A CSR can now use the Interaction Portal to collect intake data
from customers for both the current Pega Customer Service application, as well as
for other Pega applications. To support this, you create a
new wrapper case type in the current Pega Customer Service application by
using a new Customer Service Remote Template. Then, you select which case type in the remote
application is associated with the new wrapper case type, and you create a mapping of fields
between the current application and the remote application so that the case types can share
data on instantiation and during intake. The Pega Customer Service application must
be on version 8.7 or later of Pega Infinity, and the remote application must
be on version 8.x or later of Pega Infinity (8.5 or later is
recommended). The following figure shows an example of a Pega Customer Service wrapper case type
that is mapped to a case type in a remote application: For more information about remote case types, see Adding a new remote case type. Pega Customer Service now includes collections capability to enable CSRs to
automatically create and resolve Collections cases without dependency on the Pega Customer
Service for Financial Services application. Use this capability to flag a customer account
for collections, schedule a repayment plan, and track payments until the account moves out
of collections. For more information about the collections capability, see Pega Collections. Pega Customer Service™ Case Management Edition (CME) offers a customer service solution
without owning the desktop. It allows clients to leverage out-of-the-box case types in a
headless manner by embedding these case types into an existing desktop or self-service
portal. This release of Pega Customer Service includes some reference examples of
out-of-the-box case types that clients can be embed into external desktops by using two
recommended design methodologies – Rebuild UX and Parallel flows. Several Wiki articles are available with details of the design methodologies and the
changes made to existing case types to work with DX APIs v1 and be rendered leveraging
React starter pack. These can be used as a point of reference to enhance any case type
to run in an external desktop or self-service portal in a similar manner. For more information, see Configuring your Pega Customer Service implementation
application for Case Management Edition. Also see the articles listed in the
following table: In this release, service requests include these additional enhancements: To simplify the creation of new case types, only two case type templates will be
provided: the Customer Service Generic Template and the Customer Service Remote
Template. Other case type templates have been removed. There may be scenarios where
you want to convert additional case types to templates so that you can quickly
create new case types with similar attributes. For more information, see Creating custom case type templates.Remote case types
Collections capability
Pega Customer Service Case Management Edition
Additional service request enhancements
Nonessential case type templates removed
Previous topic What's new in Digital Messaging Next topic What's new for application configuration