Case type templates
Pega Customer Service includes several case type templates that follow best practices for case type processing. Use a case type template to quickly create a new case type that includes the most common case processing features.
A case type created from a template includes switches so that you can quickly enable and disable features.
Pega Customer Service includes the following case type templates. Select the template that most closely matches the process that you want to build, or select the generic template.
|Template name||Description||Applications||Work pools|
|Customer Service Generic Template||A generic template that includes the most common case type capabilities and models best practices. For more information, see Customer Service Generic Template.||All||PegaCA-Work-Service|
|Address Change||Customer requests to change an address for an account or policy.||All||PegaCA-Work-Service|
|Close Account||Customer requests to close an account or policy.||All||PegaCA-Work-Service|
General Service Request
|Create an ad hoc case to log a customer issue when there is no specific case type available to handle the issue.||All||PegaCA-Work-Service|
|Make Payment||Customer requests to make a payment on an account or policy.||All||PegaCA-Work-Service, PegaComm-FW-CPMCFW-Work-Service, PegaCPMFS-Work-Service, PegaCPMI-Work-Service|
|Manage Customer Circumstance||Customer reports special circumstances that might temporarily affect their account or policy, such as an illness or change in job status.||All||PegaCA-Work-Service, PegaCPMFS-Work-Service|
|Statement Copy||Customer requests an account or policy statement.||All||PegaCA-Work-Service|
|Pause Service||Temporarily suspends communications services||Pega Customer Service for Communications||PegaComm-FW-CPMCFW-Work-Service|
|View Benefits||Displays healthcare policy benefits||Pega Customer Service for Healthcare||PegaCPMHC-Work-Service|
|Policy Inquiry||Compares rates and benefits of old and new insurance policies||Pega Customer Service for Insurance||PegaCPMI-Work-Service|