Customizing email notifications in Pega Customer Service for Financial Services

Customizing email notifications in Pega Customer Service for Financial Services

Description	Learn how to use the rules in the Intake and Resolution email templates to customize email notifications in Pega Customer Service for Financial Services.
Version as of	8.5
Application	Pega Customer Service
Capability/Industry Area	Financial Services

To standardize how email notifications appear across implementations, Pega Customer Service for Financial Services 8.5 introduced new email templates for the Intake and Resolution stages. The following table lists the rules used in the email templates that the implementation teams can use to customize email notifications in Pega Customer Service for Financial Services.

Rule	Rule Type	Usage
SendIntakeNotification_0	Correspondence	The standard intake correspondence rule.
SendResolutionNotification_0	Correspondence	The standard resolution correspondence rule.
Email header background color	Field value	This field value determines the background color for email headers.
IntakeContentHeader	Paragraph	Use to customize the header message on the intake notification.
ResolutionContentHeader	Paragraph	Use to customize the header message on the resolution notification.
NotificationSalutation	Paragraph	Use for the standard customer salutation.
IntakeContent	Paragraph	Use to customize the main body of the intake notification.
ResolutionContent	Paragraph	Use to customize the main body of the resolution notification.
NotificationSignature	Paragraph	Use for standard email signatures.
NotificationDisclaimer	Paragraph	The generic disclaimer content or footer in email notifications.

The basic building blocks of an application, rules define the behavior of an application. There are many types of rules, each defining a different type of behavior. For example, rules define the display of a form, the fields that are used in your application, and the flows that define the process of completing work.

The system can reuse rules throughout your application. For example, in an application for ordering replacements parts, you can define a user interface to capture an address, and reuse the same rule for the UI to capture both the mailing address and the billing address for the order.

You define rules in an application to create a business solution for your organization and customers. Rules provide flexibility during the development process and help you design applications more efficiently, so that they can be implemented again in future projects.

The act of closing a case by recording in the properties that work is complete.

As a case advances through a flow, information stored in its properties becomes more complete through user input and automatic processing. When the work for a case is complete, the case is marked as "resolved", or "closed".

A business solution that automates workflows in your organization. Multiple, unrelated applications can be hosted in the same system. You create an application by running the New Application wizard.

A program component that defines and implements an interface between an external application acting as a client, and a Pega Platform system acting as a server. An external system can send a request to a Pega Platform application and receive a response.

For example, the Pega Cloud Services SFTP service provides Pega Cloud clients with simple, secure file transfers to and from their Pega Cloud applications.

The first level of organization of the tasks that are required to complete your business process. By providing stages, you organize work into logical phases that users of your application follow to reach an outcome. Stages visualize milestones or significant events in your business process and can also indicate a transition of work from one person to another. For example, if your business process is to review job applications, you can create Submission, Review, and Approval stages, each of which includes a different set of actions and is performed by a different person. Stages that are necessary to resolve a case through the basic, default path are called primary stages.

In a Microjourney™, stages are the milestones that leads towards an outcome.

The basic building blocks of an application, rules define the behavior of an application. There are many types of rules, each defining a different type of behavior. For example, rules define the display of a form, the fields that are used in your application, and the flows that define the process of completing work.

The system can reuse rules throughout your application. For example, in an application for ordering replacements parts, you can define a user interface to capture an address, and reuse the same rule for the UI to capture both the mailing address and the billing address for the order.

You define rules in an application to create a business solution for your organization and customers. Rules provide flexibility during the development process and help you design applications more efficiently, so that they can be implemented again in future projects.

The general classification or particular use of a rule. For example, the System screen in an application used for hiring employees contains Property rules that define the information that needs to be captured from the user, for example, full name, email address, phone number, and résumé. The screen also contains a Section or View rule that defines how the properties are displayed to the user.

Rules of different types are linked together to define your application. Rule types also help to categorize key concepts and behavior in your application, saving you time during the development cycle. You can use another instance of the same rule type to define other sections of the application.

An outgoing email, letter, fax, or text message that is produced by the system and its users. Correspondence is typically associated with one work item, or a cover or folder, and can include text and images. Correspondence that is sent to the originator of a work item is known as an acknowledgment.

The basic building blocks of an application, rules define the behavior of an application. There are many types of rules, each defining a different type of behavior. For example, rules define the display of a form, the fields that are used in your application, and the flows that define the process of completing work.

The system can reuse rules throughout your application. For example, in an application for ordering replacements parts, you can define a user interface to capture an address, and reuse the same rule for the UI to capture both the mailing address and the billing address for the order.

You define rules in an application to create a business solution for your organization and customers. Rules provide flexibility during the development process and help you design applications more efficiently, so that they can be implemented again in future projects.

The act of closing a case by recording in the properties that work is complete.

As a case advances through a flow, information stored in its properties becomes more complete through user input and automatic processing. When the work for a case is complete, the case is marked as "resolved", or "closed".