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Creating your Pega Customer Service implementation application

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In order to configure and extend the out-of-the-box application to meet your business needs, you must create a new application on top of the installed application. The new application, known as the implementation application, is where you will configure the features that differ from the installed application.

An organization that consists of multiple companies or entities might require more than one implementation application. For example, one company might require different case types or have different workflows. In that situation, you create a framework application that contains the features that are common to all parts of the organization, and then you build the implementation applications on top of the framework application.

The following figure compares these two configurations.

Implementation application with and without a framework layer
Implementation application with and without a framework layer


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