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Configuring service cases for agents

This course is for business users who want to learn how to create service cases for customer service agents.

Pega Customer Service™ applications include a set of predefined case types also known as a service case or a service request. Each case contains one or more processes that are extended or created to meet your business requirements. In this course, you will learn how to create new cases and configure them so they are available to customer service agents. You will practice these topics in an exercise using a cloud-based system.

What you'll learn

By the end of this course, you will be able to successfully:

  • Add a service case to a channel
  • Use an Intent When rule to determine the visibility of a service case

Course Outline

  1. Service case overview

    • Before you begin
    • Tell me about Pega Customer Service service cases
    • Show me how to configure a service case
    • Let me configure a service case
    • Before you leave

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  • Skill Level


  • Duration

    30 minutes

  • Platform Version


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