Service request template

Service requests represent the work done in an interaction with a customer. Customers can complete service requests by using a self-service portal, a chatbot, or a customer service representative (CSR) in a contact center. You may also hear service requests referred to as service cases or case types.

Pega Customer Service™ ships with out-of-the-box service requests that you can modify to meet your needs. For example, there are service cases for address changes, billing inquiries, scheduling a medical appointment, making a payment, and fee inquiries, to name a few.

For a complete listing of service requests available with Pega Customer Service, see the Pega Customer Service documentation.

Each service request is based on a standard service case template that includes a set of stages, steps, and capabilities. Pega Customer Service includes case type templates for address changes, making payments, policy inquiries, and other templates.

For a complete listing of service request templates available with Pega Customer Service see the Pega Customer Service documentation.

You use a service case template if you need to create a new case type for your application. The following screen shot shows the flow of the Customer Service Generic Template.

The template is broken down into a set of standard stages and contains configuration options to enable or disable a given stage. Each stage has a set of configuration properties associated with it.

The configuration is located in the Case processing options on the Settings tab of the case.