Difference between revisions of "Creating service cases in App Studio by using the case template"

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Creating service cases in App Studio by using the case template
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{{Design pattern|Title=Creating service cases in App Studio by using the service case template|Description=Best practices for creating service cases in App Studio by using the service case template|Version=8.5|Applications=Pega Customer Service|Capability Area=Service Cases / Tasks|Owner=}}
  
|Request to Publish=Yes
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Pega Customer Service 8.5 includes new service case templates that you should use when creating new service case types in App Studio. A service case template helps enforce common best practices expected for most case types implemented in Customer Service. In addition to providing common stages, processes, and steps, a case type created from the template includes optional toggles to easily enable or disable certain capabilities without having to modify the case lifecycle.
  
|Curator Assigned=
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This document summarizes the key case type template-provided features and configuration options, all of which are considered best practices in case management.
  
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Detailed documentation for creating new service cases by using the case type templates can be found in [https://community.pega.com/knowledgebase/articles/pega-customer-service-implementation-guide/85/adding-new-case-types Adding new case types] in the ''Pega Customer Service Implementation Guide.''  
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Enter your content below. Use the basic wiki template that is provided to organize your content.  After making your edits, add a summary comment that briefly describes your work, and then click "SAVE". To edit your content later, select the page from your "Watchlist" summary. If you can not find your article, search the design pattern title.
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= Primary and alternate stages =
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Primary case stages include Eligibility, Intake, Process request, and Resolve. Alternate stages include Bypass eligibility, Ineligible, Not verified, Cancel, and Approval/Rejection. Apply the following best practices for stages:
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* Use App Studio for service case implementation and configuration.
  
When your content is ready for publishing, next to the '''"Request to Publish"''' field above, type '''"Yes"'''. A Curator then reviews and publishes the content, which might take up to 48 hours.  
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* Use the case stages and their optional settings to expedite the implementation of your service cases.
  
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* Add stages and steps to meet your unique business needs and case processing requirements.
  
= Summary =
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* Extend the case template model through numerous extension points that are exposed in the case processing options.  
Pega Customer Service v8.5 includes a new Service Case Template that should be used when creating new service cases in App Studio via the case designer. The Service Case Template helps enforce common best practices expected for most service cases implemented in Customer Service. In addition to providing common stages, processes, and steps, the template is supported by a number of optional toggles to easily enable/disable certain capabilities.
 
  
This document summarizes the key Template features and configuration options, all of which are considered best practices in case management when utilized in your implementation.
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= Case processing options =
 
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The service case template provides implementation flexibility through a number of configuration settings that can be toggled on or off based on the business needs for each service case. You can change these settings in App Studio by opening a case type, opening the '''Settings''' tab, and then selecting '''Case''' '''processing options'''.
Note that detailed documentation for implementing and configuring the Service Case Template can be found in the Pega Customer Service Implementation Guide on Pega Community (Pega Customer Service 8.5+)  <nowiki>https://community.pega.com/knowledgebase/products/customer-service</nowiki>
 
 
 
= Case main stages and alternate stages =
 
Main case stages include Eligibility, Intake, Process request, and Resolve. Alternative stages include Bypass eligibility, Ineligible, Not verified, Cancel, and Approval/Rejection.
 
* Utilize App Studio for all key service case implementation and configuration.
 
 
 
* Use the case stages and their optional configurations to expedite the implementation of your service cases.
 
 
 
* Additional stages and steps can be added to meet the needs of your unique business needs and case processing requirements.
 
 
 
* The case template model is meant to provide numerous extension points and these are exposed and “can be extended” on case processing options.
 
 
 
= Case configurations =
 
The Service Case Template provides implementation flexibility by providing a number of configuration settings that can be toggled on or off based on the needs of the business for each service case.  Each of the below configuration options are available in App Studio (Case settings > Case processing options).
 
 
* Use these OOTB options to configure your service cases per business requirements.  
 
* Use these OOTB options to configure your service cases per business requirements.  
  
* Each option reflects a best practice in case management and was designed to be enabled via simple configuration.
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* Use each option as a best practice in case management that was designed to be enabled through simple configuration.
  
* Keeping the stages and process/steps in place and leverage their enabling / disabling is faster than ripping them out of the case.
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* Keep the stages and process steps in place and enable or disable them as needed because it is faster than removing them from the case.
  
* You can also extend the case template model by adding other channels as additional sub-processes.
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* Extend the case template model by adding other channels as additional subprocesses.
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The OOTB case processing options for a service case created from a case type template include:
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* '''Allow duplicate search''' – Provides a search for duplicate cases.
  
== Configuration options ==
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* '''Bypass eligibility''' – Allows the CSR to bypass the eligibility check.
* '''Allow duplicate search''' – Option to search for duplicate cases
 
  
* '''Bypass eligibility''' – Allows the CSR to bypass the eligibility check
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* '''Compose and send message''' – Provides an option in the '''Other actions''' menu to send an email to the customer.
  
* '''Compose and send message''' – An option in the Other actions menu to send an email to the customer
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* '''Review intake''' – Displays the case review screen during the Intake stage.
  
* '''Review intake''' – Displays the case review screen during the Intake stage
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* '''Send intake notification''' – Sends a case intake notification to the customer.
  
* '''Send intake notification''' – Sends a case intake notification to the customer
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* '''Send resolve notification''' – Sends a case resolution notification to the customer.
  
* '''Send resolve notification''' – Sends a case resolution notification to the customer
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* '''Show approve rejection stage''' – Displays the case approve and rejection options in a drop-down list.
  
* '''Show approve rejection stage''' – Displays the case approve or rejection in the dropdown
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* '''Straight through process''' – Allows the case to be processes without manual intervention in the process stage.
  
* '''Straight through process''' – Allows the case to be processes without manual intervention in the process stage
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* '''Transfer work''' – Displays the '''Transfer''' option in the '''Other actions''' menu, allowing the CSR to transfer the case to another CSR.
  
* '''Transfer work''' – Displays the Transfer option in the other action menu, allowing the CSR to transfer the case to another CSR.
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* '''Use new confirm screen*''' – Provides an option to use the enhanced '''Confirm''' screen introduced in Pega Customer Service 8.5.
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<nowiki>*</nowiki>The confirm harness that was redesigned in Customer Service 8.5 provides a <code>What’s Next</code> text (bullets) area that can be used to clearly articulate to the CSR what the next actions will be for the current service case, so that the CSR can provide that information to the customer.
  
* '''Use new confirm screen*''' – Option to utilize the enhanced Confirm screen introduced in Pega Customer Service 8.5.  
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For more information, see "Configure case processing options" in [https://community.pega.com/knowledgebase/articles/pega-customer-service-implementation-guide/85/create-new-case-type-template Create a new case type from a template].
<nowiki>*</nowiki>The confirm harness that was redesigned in the Customer Service 8.5 release provides a What’s Next text (bullets) area that can be used to clearly articulate to the CSR and hence to the customer, what the next actions will be for the current service case.
 

Latest revision as of 11:58, 9 June 2021

Creating service cases in App Studio by using the service case template

Description Best practices for creating service cases in App Studio by using the service case template
Version as of 8.5
Application Pega Customer Service
Capability/Industry Area Service Cases / Tasks



Pega Customer Service 8.5 includes new service case templates that you should use when creating new service case types in App Studio. A service case template helps enforce common best practices expected for most case types implemented in Customer Service. In addition to providing common stages, processes, and steps, a case type created from the template includes optional toggles to easily enable or disable certain capabilities without having to modify the case lifecycle.

This document summarizes the key case type template-provided features and configuration options, all of which are considered best practices in case management.

Detailed documentation for creating new service cases by using the case type templates can be found in Adding new case types in the Pega Customer Service Implementation Guide.

Primary and alternate stages

Primary case stages include Eligibility, Intake, Process request, and Resolve. Alternate stages include Bypass eligibility, Ineligible, Not verified, Cancel, and Approval/Rejection. Apply the following best practices for stages:

  • Use App Studio for service case implementation and configuration.
  • Use the case stages and their optional settings to expedite the implementation of your service cases.
  • Add stages and steps to meet your unique business needs and case processing requirements.
  • Extend the case template model through numerous extension points that are exposed in the case processing options.

Case processing options

The service case template provides implementation flexibility through a number of configuration settings that can be toggled on or off based on the business needs for each service case. You can change these settings in App Studio by opening a case type, opening the Settings tab, and then selecting Case processing options.

  • Use these OOTB options to configure your service cases per business requirements.
  • Use each option as a best practice in case management that was designed to be enabled through simple configuration.
  • Keep the stages and process steps in place and enable or disable them as needed because it is faster than removing them from the case.
  • Extend the case template model by adding other channels as additional subprocesses.

The OOTB case processing options for a service case created from a case type template include:

  • Allow duplicate search – Provides a search for duplicate cases.
  • Bypass eligibility – Allows the CSR to bypass the eligibility check.
  • Compose and send message – Provides an option in the Other actions menu to send an email to the customer.
  • Review intake – Displays the case review screen during the Intake stage.
  • Send intake notification – Sends a case intake notification to the customer.
  • Send resolve notification – Sends a case resolution notification to the customer.
  • Show approve rejection stage – Displays the case approve and rejection options in a drop-down list.
  • Straight through process – Allows the case to be processes without manual intervention in the process stage.
  • Transfer work – Displays the Transfer option in the Other actions menu, allowing the CSR to transfer the case to another CSR.
  • Use new confirm screen* – Provides an option to use the enhanced Confirm screen introduced in Pega Customer Service 8.5.

*The confirm harness that was redesigned in Customer Service 8.5 provides a What’s Next text (bullets) area that can be used to clearly articulate to the CSR what the next actions will be for the current service case, so that the CSR can provide that information to the customer.

For more information, see "Configure case processing options" in Create a new case type from a template.