View source for Building high performance into your Customer Service applications

=== Work pools and tables ===
Depending on the version of Pega Customer Service that you are implementing, you may have anywhere from 2 to 4 work pools out of the box (OOTB). When setting up your implementation, ensure that you have at least one work pool for the interaction classes, and one work pool for the service intent cases, each pointing to a different table.  
* By default, the interaction classes work pools and service intent case work pools point to a single table. Although a single table will work for small implementations, it will cause a bottleneck for larger implementations. 
* For extremely high-volume implementations, consider creating work pools that mirror your core entities, or interaction driver categories that spread the load across more tables. The more tables that are present, the lower the IO contention is at high volume. For example:
** ''BigBank-Servicing-Work-Acct'' (work pool for account-related cases)
** ''BigBank-Servicing-Work-Gen'' (work pool for general service-related cases)
** ''BigBank-Servicing-Work-Interaction'' (work pool for customer interactions)

* For report definitions and dashboards that don't have to be instantly up to date, consider using a reporting data source instead of the primary data source. If your applications are hosted in a Pega Cloud Services environment, the use of read replicas is also a factor.