Mission
Pega Customer Service Case Management Edition
2 Modules
3 Challenges
1 hr 30 mins
In this mission, you learn how Pega Customer Service™ Case Management Edition allows you to utilize the Pega Platform™ case management capabilities in your existing desktop and service channels. Learn how to implement Case Management Edition by using the Pega Digital Experience (DX) API, refactor your existing service request case types and create new, DX-compliant ones.
Pega Customer Service Case Management Edition introduction
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Module
Pega Customer Service Case Management Edition introduction
3 Topics
20 mins
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Pega Customer Service™ Case Management Edition allows you to utilize the Pega Platform™ case management capabilities in your existing desktop and...
Modifying an existing service request type
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Challenge
Modifying an existing service request type
1 Task
5 mins
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U+ Insurance wants to modify the user interface of its existing Change Beneficiary service request case type. During the intake stage, when selecting...
Implementing service requests
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Module
Implementing service requests
3 Topics
20 mins
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In this module, learn how to refactor your existing Pega Customer Service™ service requests by using the two recommended design methodologies. The...
Refactoring an existing service request type with a parallel flow
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Challenge
Refactoring an existing service request type with a parallel flow
4 Tasks
15 mins
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U+ Insurance wants to update their File a Complaint service request to be DX compliant. The update allows a regional team of CSRs to submit DX...
Creating a new, DX-compliant service request type
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Challenge
Creating a new, DX-compliant service request type
3 Tasks
20 mins
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U+ Insurance wants one of its regional teams to start submitting E-bill registration service requests in their homegrown React-based CRM application...
