
Customer Service: Case Management Edition
Automate agent-assisted service
Transform service without disruption
Pega Case Management Edition: Key Capabilities

Workflows/Microjourneys
Prebuilt industry-specific processes and data models.

Intelligent Virtual Assistant
Intelligent chatbots that accelerate customer resolutions.

Knowledge Management*
Relevant content for customers and CSRs for faster resolutions.

Robotic Process Automation
Attended and unattended RPA* to improve speed and precision.

AI-Powered Decisioning*
AI that solves problems for customers and guides CSRs.

Low Code App Development
Build and customize apps using visual tools, not complex code.

Cloud Infrastructure & Support
Unlimited interface with external systems; live data virtualization.

Reporting & Analytics
System monitoring and customizable dashboards & reports.

Digital Self-Service*
Seamless self-service integration into your existing website and mobile applications.

Case Management
Pega’s centralized, AI-powered workflow automation engine.

Process Extender for Salesforce Lightning
Embed Pega Low Code processes natively within Salesforce.

Connectors & Adaptors
Interface with external systems; live data virtualization.
Frequently Asked Questions about Case Management Edition
Transform your workflows
*Licensed Separately

Instead of an online troubleshooter that can diagnose and address network issues remotely, the app only offers generic, one-size-fits-all FAQs.

What seems like ESP is really Pega’s real-time AI. That’s how the internet service provider can sense Nia’s problem and immediately reach out on her channel of choice.

With Pega’s contextual self-service experience, Nia is immediately recognized when she logs in and directed right to an interactive online troubleshooter.