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Service request template

Service requests introduction

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.

Service case template

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.


This is the workflow for the service case 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.

This contains the different configuration settings for the service case template

If you are having problems with your training, please review the Pega Academy Support FAQs.

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