Customization means modifying the OOTB rules to meet our requirements. Configuration means to create new rules to meet our requirements like creating case type, SLAs, Flows etc.

Hello!

This post appears to be a duplicate of your other post. There appears to be a good conversation going on over there. I will close this post to future replies.

Please continue the conversation on your other thread.

Thank you, Pallavi M | Community Moderator | Pega Collaboration Center