Posted: 26 Jun 2015 12:27 EDT Last activity: 26 Jun 2015 16:57 EDT
Kept Informed Routine (KIR) - Equivalent in CPM
Does PEGA CPM has an equivalent of KIR (Kept Informed Routine) which is used in other CRM Tools like SFDC where an user (CRM) gets notifications to call a customer based on the appointments scheduled on his calendar
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There is an Appointment service intent that allows contact center reps to create a appointment case that will trigger a assignment in their worklist to perform the appropriate call back at a specified SLA. It appears on the Calendar gadget that we've included in the Customer Service for Financial Services application. There are other ways to accomplish this as well.