Pega Customer Service Developer key terms

The Pega Customer Service desktop that CSRs use to handle customer contacts. It combines case processing, customer context, and service actions in one workspace, and can be customized with role-based layouts and widgets.

The case type that represents a single customer contact, such as a phone call or chat. It captures the conversation, links related service cases, and holds wrap-up data used for reporting and follow-up work.

A case type that models a unit of customer work, such as a billing dispute or address change. It persists across interactions and carries its own status, assignments, and service-level rules.

A configurable view that assembles data from multiple systems into one customer profile. It displays identity, accounts, and relationships so a CSR can act without switching applications.

The consolidated, single-customer view presented in the Interaction Portal. It surfaces products, balances, open cases, and recent contacts, giving the CSR full context before taking action.

A preconfigured task a CSR can launch from the Interaction Portal, such as issuing a refund or changing contact details. Actions bundle the needed flow, data, and rules into a reusable building block.

A service action that runs inside the current case without creating a new top-level case. It is used for quick tasks that should not appear as separate work items in reporting.

The final step of an interaction where the CSR records disposition, notes, and follow-up details. Wrap-up data feeds reporting, quality review, and the creation of follow-on cases.

A coded outcome that classifies why an interaction occurred and how it ended. Dispositions drive reporting, routing, and analysis of contact reasons across channels.

A service-level agreement configured on a case type that sets goals and deadlines for steps such as first response or resolution. Breaches raise urgency and can trigger escalation flows.

A numeric value on a case that influences assignment routing and prioritization. It is recalculated by SLA processing and can be adjusted manually to reflect customer or business priority.

The routing capability that selects the most appropriate assignment for a user from a work queue or workbasket. Selection uses skills, availability, urgency, and routing rules rather than manual picking.

A shared container of assignments that any qualified member of a group can open. It supports load balancing across CSRs and is distinct from a personal worklist tied to one operator.

A container of assignments that a specific group owns and works from. Unlike a work queue, items in a workbasket are typically pulled by group members rather than routed to individuals.

A unit of work routed to a user, work queue, or workbasket. It appears in the user's task list and defines the flow step, the UI to render, and the routing target.

A visual model of the steps a case follows from creation to resolution. Flows define shapes, transitions, and decision logic, and can be started, resumed, or called from other processes.

A major phase in a case lifecycle, such as Intake, Investigation, or Resolution. Stages group related processes, can run in parallel, and define the high-level progress shown to users.

The end-to-end structure of a case defined by its stages and steps. It communicates how work progresses, what processes run in each phase, and where user input is required.

A rule that loads and caches data for use across the application. Data pages can be scoped per request, thread, or node, and are commonly used to populate customer composites and dropdowns.

A rule that maps and copies data between pages and properties. It is used to shape integration responses, initialize case data, and convert structures without writing procedural code.

The set of Pega capabilities that connect the application to external systems, including REST and SOAP connectors and services. Integrations supply customer, product, and order data to service cases.

A rule that evaluates combinations of conditions against a table of rows to return a result. It is commonly used for eligibility, pricing, and routing decisions in customer service flows.

A boolean condition rule that returns true or false. When rules are used in flows, visibility settings, and validation to control behavior without duplicating logic.

Rules that check data entered by a user or received from a system before processing continues. Validations can be defined on properties, in flows, or as edit validate rules.

A reusable UI rule that defines a portion of a screen, such as a form or list. Sections are assembled into harnesses and can be configured with layouts, fields, and dynamic behavior.

The top-level UI rule that frames a screen, including headers, navigation, and the sections it contains. Harnesses determine how a case or portal is presented to the user.

A container within a section that arranges fields and other elements into rows, columns, or groups. Layouts control responsiveness and how content reflows on different screen sizes.

A rule that binds an operator to a set of privileges, roles, and an application. It determines which portal, rulesets, and capabilities a user can access at runtime.

A record representing an individual user in the system. It stores credentials, personal details, and links to access groups that grant application access and permissions.

A named set of permissions that controls access to features and data. Roles are assigned through access groups and can be used to tailor portal layouts and available actions.

The Pega capability for authoring, organizing, and surfacing articles that CSRs use to answer questions. Articles can be linked to cases and suggested based on context.

A capability that lets a CSR view and guide a customer's web session in real time. It supports assisted service by letting the agent point to fields and walk the customer through tasks.

A digital messaging channel that creates an interaction for a CSR or bot. Chat interactions carry conversation context, can be routed by skill, and may run alongside voice contacts.

A channel that converts inbound email into an interaction case for triage and response. It uses listeners and routing rules to assign messages to the right queue or CSR.

The set of rules that determines where an assignment or interaction goes. Routing can target a person, a work queue, or a workbasket, and may use skills, urgency, or business logic.

A proficiency attribute assigned to operators and required by assignments. Skill-based routing matches work to CSRs who have the needed language, product, or technical expertise.

A collaboration feed attached to a case or social object where users post updates and mention colleagues. It keeps context and conversation history with the work item.

A rule that defines how data is queried, filtered, grouped, and displayed. Report definitions power dashboards and lists used to monitor service performance and case volumes.

A mechanism that lets business users change certain rule values, such as text labels or thresholds, without developer involvement. Delegated rules are edited through the application's admin interface.