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...

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...

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

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

Discover is the first phase within the Pega Express™ delivery approach, based on design thinking. Design thinking plays a key role and helps your team...

Specify conditions that help identify potential duplicate submissions to avoid duplication and reduce inefficiency.

Organizations depend on timely communication to establish a shared understanding of transactions or Assignments. Generate and send automated emails...

Pega Express™ is a light, design-focused delivery approach that combines Pega's low-code experience, best practices in application development, and...

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