When you implement Pega Customer Service for Communications, your application includes predefined case types.
- A case represents a business transaction that a customer service representative provides to a customer.
- Service cases are executed during an interaction.
You can create a new service case or modify an existing service case based on your business needs. Modifying a service case can include modifying an existing field in a data source, modifying or adding a stage or step of a case type, or updating a service request option.
To configure and use the service cases that are provided by Pega Customer Service of Communications, refer to the following articles.