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What's new for service requests

Suggest edit Updated on November 5, 2021

Pega Customer Service™ includes the following service request enhancements.

Pega Customer Service Release Notes Pega Customer Service Release Notes Pega Customer Service Release Notes Pega Customer Service Release Notes Pega Customer Service Release Notes

Remote case types

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:

Remote case type settings
Example of a wrapper case type mapped to a remote case type

For more information about remote case types, see Adding a new remote case type.

Collections capability

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.

Manage Collections case in the Interaction Portal
Example of the Manage Collections case in the Interaction Portal

For more information about the collections capability, see Pega Collections.Note: While Pega Collections™ works for any industry, Pega Collections for Financial Services™ provides more feature rich, industry-specific use cases and data model for clients in the financial services industry.

Pega Customer Service Case Management Edition

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:

ApplicationCase typesLink to article
Pega Customer Service for HealthcareClaims InquiryImplementing Claims Inquiry for Pega Case Management Edition
Pega Customer Service for HealthcarePatient AssistanceImplementing Patient Assistance for Pega Case Management Edition
Pega Customer Service for Financial ServicesFee InquiryImplementing Fee Inquiry for Pega Case Management Edition
Pega Customer Service for Financial ServicesReplace cardImplementing Replace Card for Pega Case Management Edition
Pega Customer Service for InsuranceChange beneficiaryImplementing Change Beneficiary for Pega Case Management Edition
Pega Customer Service for InsurancePersonal Auto ClaimImplementing Personal Auto Claim for Pega Case Management Edition
Pega Customer Service for Communications Add Mobile DeviceImplementing Add Mobile Service for Pega Case Management Edition
Pega Customer ServiceMake PaymentImplementing Make Payment for Pega Case Management Edition
Pega Customer ServiceStatement CopyImplementing Statement Copy for Pega Case Management Edition

Additional service request enhancements

In this release, service requests include these additional enhancements:

Nonessential case type templates removed

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.

Tags

Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7
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