Pega Customer Service Developer cheat sheet
Pega Customer Service Developer · Keep the key ideas within reach.
Customer Service Implementation
Case Type hierarchy for CS: the top-level Case Type (e.g., Service Request) usually holds the data model, stages, and service-level rules; specialized Case Types inherit via directed inheritance and override only what differs.
Pega Customer Service ships a data model built on Data-Party and Data-Customer classes; the Customer entity is represented through the Party model (Data-Party-Customer), so customer data is accessed via Data Pages, not directly from work classes.
Interaction portal vs. back-office portal: the Interaction (CSR) portal runs the Interaction case type that wraps the service case; the back-office portal is used for work that does not require a live customer channel.
The Interaction case type is the container for a customer conversation; service cases are added as child cases, and the interaction drives context (customer, channel, intent) for the child cases.
Intent-driven routing: the intent (e.g., 'Pay bill', 'Change address') determines the starting flow and the service case type; intents are mapped to case types in the Intent task configuration.
Service-level agreements are modeled as Service Level rules on the case type or stage; the goal/deadline intervals drive urgency (e.g., 'Goal' and 'Deadline' in the Service Level rule) and escalation. Do not confuse with Service REST/SOAP rules.
Data Pages for CS are typically built on Data-Party / Data-Customer and use report definitions or connectors; mark them cacheable where reference data is stable, and use request/response data pages for live customer lookups.
Local actions and bulk actions are configured on the case type's Actions tab; local actions appear in the Actions menu of a case, while bulk actions run over a list of cases from a landing page.
Case-wide and stage-level SLAs: a case-wide SLA applies to the whole case, a stage-level SLA applies to a stage; the SLA rule references a goal and deadline and the escalation actions (e.g., notify, reassign).