is it possible to open a case in interaction tab like 'add case ’ is opening via link or post flow action activity ? Like when user submit a screen based on a logic we creating a case which need to open same like the tab ‘Billing Question’ or ‘Technical support’ [image]

Open a case in interaction tab in customer service

MarcCheong (Marc Cheong) July 14, 2026, 1:52pm 2

the only way I know of keeping the interaction in context is via Launch one service case from another - Pega CS constellation. However, I have heard there are some downsides to this approach too.

Conversation		Replies	Views
Launch one service case from another - Pega CS constellation User Experience user-experience , constellation , pega-customer-service	4	161	July 14, 2026
Open an existing case within Interaction context in perform mode from a link User Experience	0	84	October 15, 2025
Suggest or Auto Launch existing case in an interaction General lead-system-architect , case-management , pega-customer-service	6	564	June 20, 2021
Launching a Case from an existing Service Case in Pega Customer Service Knowledge Share constellation , customer-service-developer , pega-customer-service , 25	1	156	March 20, 2026
Assignment Not Opening from Interaction screen when multiple service cases are there User Experience user-experience , case-management , 8-7	2	131	May 15, 2024