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Customer Service Generic Template

Suggest edit Updated on March 16, 2021

The Customer Service Generic Template includes the capabilities, stages, and steps described in this section.

See the following topics for information about the Customer Service Generic Template:

Class structure

The Customer Service Generic Template is located in the PegaCA-Work-Service work pool. All case types that you create from this template will be located in that same work pool. If you create a new work pool for your case types, be sure that they inherit from the PegaCA-Work-Service work pool.

The following figure shows the template class structure:

Customer Service Generic Template class structure
Customer Service Generic Template class structure

Default switch settings

The following figure shows which switched features are enabled by default in the Customer Service Generic Template, and it shows the When rule associated with each switch. For information about how to enable and disable switched features when you create a new case type from a template, see "Configure case processing options" in Creating a new case type from a template.

Default switch settings for the Customer Service Generic Template
Default switch settings for the Customer Service Generic Template

Default Other actions menu commands

The Other actions menu is a list of case-specific actions that a CSR can select from during an interaction. A new case type created from the Customer Service Generic Template includes the following default commands on the Other actions menu, but you can change which menu commands are available for each case type.

  • Save and close
  • Cancel this work
  • Compose and send message
  • Pulse
  • Print
  • Refresh
  • History and attachments
  • Configuration tools
  • Bypass eligibility
  • Where am I
  • Collaboration
    • Follow
    • Tags
    • Notifications
  • Process
    • Change stage
    • Transfer
    • Review

To modify the menu items, change the pyWorkActionsPerform and CPMToolsNavigation navigation rules, as described in Navigation rules. For case types created from a template, some Other actions menu items are controlled by settings on the "Configure case processing options" page.

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