Hello,

We have a customer service application that was built from Pega 6.2 customer service framework. At that point, we had all work-flows for interaction and service intent defined as work-types and work-objects based on 6.2 version of the framework guidelines.

After upgrading our application, we never migrated/converted our work-types to case types so far. The issues and concerns we have are:

- Migrating the work-types to case types may impact work-objects that are not yet resolved in production.

- Identifying the cost-benefit of migrating work-types to case types. What features will we be missing if we don't migrate or what features will we be able to leverage Pega OOTB that is possible only with a case type. This is more of business push back we get from our customers.

- Does it really matter if we don't migrate to case types. The customer is using the upgraded application in the latest version of the engine and they are not missing any of the features from the latest version. So why go through the pain of migrating.

Appreciate if we can get some inputs and suggestions on this particularly on the issues and concerns listed above? Are they valid concerns from a business user point of view? If not, what features and capabilities will our applicaiton be missing if we don't do this migration.

Thanks,

SG