Create child Cases to model work that different parties perform, work that follows different reporting options, work that follows different reporting...

Learn how to create your own customer composite tabs. Customer composite tabs are used to display a logical group of information to a user in Pega...

Learn how to configure various aspects of the Pega Customer Service™ UI. Customize the layout for a service case, add a field to display, and modify...

Diagnosing performance issues requires understanding the root cause of an issue. For example, a user might report that an application takes a minute...

Decision tables and Decision trees are fundamental to enforcing business decisions. Decision tables are a helpful approach when you must test the...

Learn how Case Types represent a customer Microjourney™ from beginning to a desired outcome. Design the life cycle of a Case Type as a series of Steps...

To enhance business reliability and accountability, configure an approval process that allows users to approve or reject tasks within the workflow.

Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...

Set a passed deadline interval with both Urgency adjustments and escalation Actions to drive late work to completion.