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Get started faster today and make life easier for tomorrow with case templates (8.5)

Updated on May 3, 2021

Writer’s block ­­– that horrible feeling when you’re staring at a blank page and just don’t know where to start – is not just for writers. Have you ever had that feeling when designing a new service case? Determining all of the correct steps and stages in a case process can be a time-consuming activity for your team. And in today’s rapidly changing world, you need agile technology that can meet current demands while also setting a foundation for the future.

Now, with Pega Customer Service, instead of wondering where to start when designing your cases, you can leverage new out-of-the-box case templates. Not only will these help you get started faster, they’ll allow you to consistently apply best practices in your design.

When you create a new case type, select the case type template to use. While configuring the details for the new case type, you will see the the stages and steps copied from the template. The following figure shows the stages and steps for the Account Address Change case template.

Address Change case template
Address Change case template

Case templates cover all the most common processes and steps that you expect and provide you with the foundation and flexibility upon which to build. The templates standardize the key stages and steps across a case process, such as an address change, reusable properties and data, and the common functionality that exists across cases. This standardization will accelerate your ability to build out new cases with a more prescriptive approach that results in faster implementation and simplified maintenance over time.

Along with faster and easier implementation, case templates also enable your team to future-proof your work. With Pega’s Center-OutTM architecture you can design all of your case logic in the center (rather than in each separate channel) and carry customer context and history across every interaction and channel. Case templates are DX API compliant and can inherit new capabilities as they follow the principles of inversion of control, in which the addition or injection of functionality later can be applied across all cases.

For more information, see Case type templates.

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