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Creating a new case type from a template

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Use a template to create a new case type that includes the most common case type features and models workflow best practices.

Determine which template best meets your needs. For information, see Case type templates.
  1. In the navigation pane of App Studio, click Case types.

  2. Click New.

  3. Enter the name for the new case type in the Case type name field.

  4. Expand the Case template section, and then select the template from the Template list.

  5. Click Next.

    The new case type opens in the Workflow tab.
  6. Click the Settings tab, and then click Case processing options to enable and disable case type features.

    For information, see "Configure case processing options," next.
  7. Click the Views tab.

    Set up the views to meet your business requirements. Add the view to collect case details required during the Intake stage. For information, see Configuring views for cases.
  8. Click Save.

  9. Modify the case type features to meet your business requirements.

    For information, see the following procedures:

    • "Modifying the Send intake and Send resolution notifications," later in this topic.
    • "Using the Service case template to send outbound email from a case," later in this topic.
    • "Configuring the Confirm harness," later in this topic.
    • Implementing case types and attributes
    As a best practice, use only App Studio, and not Dev Studio, to modify the new case type. This helps to ensure that business users can modify the case type in the future, and that the case type is upgradable.

Configuring case processing options

For a case type created from a case type template, configure the settings that enable and disable the built-in features. Only the Use new confirm screen setting is available if a case type was not created from a case type template.

When you use a switch to enable or disable a feature, you do not need to manually make any changes to the case type workflow, such as removing a step. When a step is controlled by a switch, the step remains part of the workflow model, regardless of whether the feature is enabled or disabled.
  1. In the navigation pane of App Studio, click Case types.

  2. Click the service request type that you want to open.

  3. In the Settings tab, click Case processing options.

  4. Enable or disable the following features by selecting or clearing the Enable check box.

    Feature Description
    Allow duplicate search If enabled, the application checks for potential duplicate cases at the start of the Intake stage. If a duplicate case is found, the CSR can select the existing case to process, and delete the new case.
    Bypass eligibility If enabled, when a case fails the Eligibility stage and proceeds to the Not eligible alternative stage, the CSR has the option to move the case to the Intake stage, even though it did not pass the eligibility check.
    Compose and send messages If enabled, the Other actions menu for this case type will include the Compose and Send message actions
    Review intake If enabled, the CSR is presented with a review page at the end of the Intake stage. From the review page, the CSR can go back to an intake page and modify data. In addition, the Other actions menu will include a Process Review command.
    Send intake notification If enabled, the application sends a notification about the intake at the end of the Intake stage. The notification recipients are the work parties identified for this case type, including the customer.
    Send resolve notification If enabled, the application sends a notification confirming the completion of the case at the end of the Resolve stage. The notification recipients are the customer and the work parties identified for this case type, including the customer.
    Show Approval rejection stage If enabled, the Change stage command, on the Other actions menu, will include the Approval rejection stage. If disabled, that stage will not be visible for selection.
    Straight through process If enabled, the application processes the case without manual intervention during the Process request stage. The application skips the Process request step and proceeds to the Post request processing step.
    Transfer work If enabled, a CSR can transfer this case and the work associated with it. The Other actions menu will include a Process Transfer command.
    Use new confirm screen If enabled, the application uses the newest confirmation page at the end of the Resolve stage, to confirm that the case is complete. If you require the legacy version of the confirmation page because you have previously customized it to meet your needs, disable this setting.
  5. Click Save.

Modifying the Send intake and Send resolution notifications

With the new case type templates, and the out-of-the-box case types that use these templates, you can modify the Send intake notification template in the Intake stage and the Send resolution notification template in the Resolution stage if needed to meet your organization’s needs.

For more information, see Case type templates.

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  1. In the header of App Studio, click Case types.

  2. Click one of the case types that uses the new service template, for example, Account Address Change.

  3. On the Case life cycle page, based on which notification you are modifying, perform one or both of these steps:

    • To modify the Send intake notification, in the Intake stage, click the icon to the left of Send intake notification.
    • To modify the Send resolution notification, in the Resolution stage, click the icon to the left of Send resolution notification.
  4. In the right pane, to use the existing template with slight modification, follow these steps:

    1. Click Use existing.

    2. In the Notification name list, select a name.

    3. Optional:

      Add text in the Audit note field.

    4. Click Save.

  5. To create a new intake notification template, follow these steps:

    1. In the right pane, click Create new.

    2. In the Recipients section, in the different drop-down lists, select your recipients or add a new one.

    3. To modify the message, click the Message section to expand it.

    4. Click Compose to modify the notification.

    5. In the Compose message window, make your changes, and then click Done.

    6. To modify the logo, media icons, organization disclaimers, and CSR personalized signature, click Open notification in Dev Studio.

      For more information, see Notifications.

Using the Service case template to send outbound email from a case

When working on an Address Change or Statement Copy service case, use a template notification to quickly send a customized email notification to a customer.

You can also create your own templates in Dev Studio. Click Application Channels and interfaces Email , and then click the Behavior tab. In the Email Templates section, add your custom suggested reply template.

  1. In the navigation pane of App Studio, click Case types.

  2. In the Case types section of the Overview page, click A service case template.

  3. In the case life cycle of the Service case template, in step 2 Intake, click the Notification icon in the Send intake notification section.

  4. In the Step pane on the right side of the page, click Message, and then click Compose.

  5. In the Compose message window, follow these steps:

    1. Click Choose template on the top right side of the window.

    2. In the list of templates, click one of the options.

      The details of the template appear at the right of the window.
    3. Click Select for the template that you want.

    4. In the Compose message window, modify the text by using the text editor icons.

    5. Click Done.

Configuring the Confirm harness

Configure the appearance of interface that the user sees when they resolve a case. The default Confirm harness includes several configurable sections that display coaching tips and interaction dialogs, a confirmation message, and information about the next steps for the case.

  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. In the case working area, click Save and run.

  3. Run the case until the Confirm harness page opens.

  4. Open the design mode by clicking Design.

  5. Edit the Confirm harness by completing the following steps.

    1. In the Confirmation message field, enter the message the CSR sees when the case is complete.

    2. In the Confirmation content field, in the Header field, configure content to display in the header section.

    3. In the Summary field, configure how to display summary information about the completed case.

    4. In the Related work assignments field, configure how to display related work assignments for the completed case.

    5. In the Footer field, configure content to display in the footer section of the page.

  6. In Dev Studio, configure the What's Next section of the Confirm harness:

    The What's Next section of the Confirm harness displays the next steps for the case so that the CSR can share this information with the customer. For example, for a credit card cancellation, this section tells the customer how and when they will receive their new card, and provides instructions for the customer to destroy the old card. Keep the What's Next text short for maximum impact.
    1. In the header of Dev Studio, search for and open the WhatsNext decision tree for the new case type.

      For the Statement Copy case type, the WhatsNext decision tree is in the PegaCA-Work-Service-StatementCopy class.
    2. Insert a new condition statement by clicking the Add Row icon.

      When this condition evaluates to true, the associated messages appear in the What's Next section of the Confirm harness page.
    3. Define the criteria for the condition statement.

      To display a message based on case status, select the .pyStatusWork property, the equal (=) operator, and the status.
    4. Specify the message to display when the condition evaluates to true by clicking Take Actions.

    5. Click the Add Row icon.

    6. In the Set field, enter .WhatsNext(<APPEND>).pyDescription.

    7. In the equal to field, enter the message that you want to display.

      The message can consist of text and property names. Surround the text with double quotation marks, and enter the plus character (+) to join text and property names.
      "We will fulfill your request in "+.BusinessDays+" business days."

      See the default decision tree rules for examples.

      In several of the default WhatsNext decision tree rules, the conditions include this message: @getLocalizedText(“FieldValueName”.”pyCaption”,tools). This message references related Field Value rules so that you can localize the samples. The tools parameter retrieves the specified field value.

      For more information, see About decision trees.

    8. Click OK.

    9. Click Save.

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