Intake and Resolution Email Templates in Customer Service for Financial Services

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Description The rules and components of the new email templates introduced in Pega Customer Service for Financial Services 8.5
Version as of 8.5
Application Customer Service
Capability/Industry Area Financial Services



New email templates were introduced for Intake and Resolution stages in Pega Customer Service 8.5, to standardize how email notifications appear across different implementations. This article lists the different components of the new email templates that can be customized by implementation teams in Pega Customer Service for Financial Services.

List of rules that constitute Intake and Resolution email notifications in Customer Service for Financial Services:

Rule Rule Type Usage
SendIntakeNotification_0 Correspondence This is the standard intake correspondence rule.
SendResolutionNotification_0 Correspondence This is the standard resolution correspondence rule.
Email header background color Field value The value in this field value rule determines the background color for email headers.
IntakeContentHeader Paragraph Used for custom header message on the intake notification – to be customized for every case.
ResolutionContentHeader Paragraph Used for custom header message on the resolution notification – to be customized for every case.
NotificationSalutation Paragraph Used for standard customer salutation.
IntakeContent Paragraph Main body of intake notification – to be customized for every case.
ResolutionContent Paragraph Main body of resolution notification – to be customized for every case.
NotificationSignature Paragraph Used for standard email signatures.
NotificationDisclaimer Paragraph Used for generic disclaimer content or footer in email notifications.