Creating a new implementation application on Pega Customer Service

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Revision as of 10:43, 15 October 2020 by Paulp (talk | contribs) (Draft 1.1)

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Curator Assigned
Request to Publish
Description Understand the options presented while running the new application wizard to make informed choices while building a new implementation application
Version as of 8.5
Application Customer Service
Capability/Industry Area All industries

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Guided steps to building a new Pega Customer Service implementation application[edit]

Pega Customer Service provides a guided and streamlined series of steps to help implementers build their custom application with ease while recognizing the various options presented in the process ranging from selection of existing cases, data objects, channels to determining the application structure. In this article, we will understand these options to help make informed decisions while building a new custom implementation application to avoid rework or refactor at a later point. We shall also understand the artefacts created in the new application as a result of these choices that would help speed up the implementation and hence reduce costs.


The steps detailed below shall apply for any Pega Customer Service application irrespective of the business vertical. The screenshots used below are for illustration purpose only. The actuals may vary across different Pega Customer Service applications.


  1. Make a business decision on whether you want to create a new framework application and then build an implementation application on top of it, or you want to build a new implementation application. Below should help you make that decision:
    1. Build a new framework application if you have multiple companies, line of business or entities that may a share a common set of assets. Then build a new implementation application for each such entity on top of this new framework application.
    2. Build a new implementation application of top of Pega Customer Service, if you have a single line of business or entity; and do not anticipate to build multiple applications representing each entity.
  2. Ensure you have an operator that points to access group - CustomerService:AppSetup - if you wish to build an application on top of Pega Customer Service. For the Pega Customer Service vertical applications, your operator should point to either of these access groups based off business vertical - CustomerServiceComms:AppSetup (Communications); CustomerServiceForFS:AppSetup (Financial Services); CustomerServiceHC:AppSetup (Healthcare); CustomerServiceForIns"AppSetup (Insurance). This operator will enable us land us in the new application wizard with the corresponding application template already pre-selected.

Understanding various options presented in new application wizard[edit]

Once we login with requisite operator, we would see the new application wizard with the appropriate Pega Customer Service application already pre-selected.

New Application wizard on login with application template pre-selected


What do you expect the user to see or be able to do after they complete this design pattern?