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Insurance capabilities

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The topics in this section provide information about Pega Customer Service for Insurance and the insurance-specific capabilities included with that application.

Introduction to Pega Customer Service for Insurance

Pega Customer Service for Insurance manages and automates customer service and engagement across multiple customer touch points in the insurance industry.

Pega Customer Service for Insurance application stack

The following figure shows the Pega Customer Relationship Management for Insurance application stack. Your insurance application inherits features from each layer.

Pega Customer Service Relationship Management for Insurance application stack
Pega Customer Relationship Management for Insurance application stack

During installation, the Pega Customer Relationship Management for Insurance media installs rulesets and applications for Pega Customer Service for Insurance and Pega Sales Automation for Insurance. You must have a separate license for each product. If you require the Pega Customer Decision Hub application, install that application separately.

Pega Service Cases for Insurance contains service cases that can be leveraged across insurance applications. The Pega Service Cases for Insurance ruleset (PegaInsServ) is included in both Pega Customer Service for Insurance and Pega Sales Automation for Insurance.

All Pega insurance applications are built on Pega Foundation for Insurance, which contains the insurance data model.

Context selection for switching between policies

Customer service representatives (CSRs) can switch from one open policy to another if the application is configured to allow context selection, and if there are no service cases in progress. When the CSR switches to a different policy, the task menu and other composite information change to reflect the current policy.

To enable context selection, the sample application includes a local action on the PolicyID field that displays a list of policies in a grid. The grid includes an action set that calls the CPMIChangeContextWrapper activity using the PolicyID as a parameter. The activity, in turn, triggers the context switch and refreshes the user interface.


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