We’re mid‑migration from a legacy system to Pega Customer Service built on Constellation, and we’re working through a UI design challenge we think others may have faced: how should a CSR quickly surface the full history of a customer’s cases and engagements (calls, emails, texts, letters) without needing to dig or click through multiple screens?
Some background: during the migration, we’ve been carrying legacy history into Pega as a flat table view as a temporary bridge. Now that we’re further along in the implementation, we’re revisiting the long‑term approach with Constellation in mind.
We recently spoke with Peter Bessman, one of Pega’s Constellation SMEs, who helped us think through a useful framework: distinguishing between primary, secondary, and tertiary information hierarchy (what needs to be immediately visible vs. surfaced on demand), and focusing on data relationships rather than just layout patterns.
He also noted that while docs.pega.com covers data relationships and design.pega.com addresses information layout, the connection between the two isn’t always explicit — which is part of what makes this a nuanced design problem.
As part of this, we’re working through a few more tactical questions and would love to learn how others have approached them:
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In Constellation today, the experience is very interaction‑driven. Have teams had success rethinking where or how the out‑of‑the‑box case list is surfaced, so agents can quickly understand overall account state even when they’re not actively in an interaction?
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How are others handling case work outside of live phone calls, particularly when agents need to review, manage, or take action on cases without creating an interaction just to access data or context?
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Finally, have teams found effective patterns for shared or global composite views (account details, customer context, key attributes) that can be reused both inside interactions and outside of them, rather than rebuilding the same components across experiences?
We also have follow‑up questions around how Customer Service and Collections experiences are best handled in Constellation, and we’d love to hear how the broader community has approached these scenarios.
Are there patterns, component combinations, or configuration approaches that have worked well for you? Any examples, screenshots, or pointers to relevant documentation would be greatly appreciated.
