MGR007 Member since 2008 54 posts
Incessant Technologies
Posted: 4 years ago
Last activity: 4 years ago

Call notes Capture Utility - Customer service Frame WorkC

Hi, We use Customer service FW V7.1.4 for our CallCenter application. Business is requesting about Providing them a utility where during the entire period of call with customer (Interaction creation flow till Wrapup) and during Service Request processing, they should be able to capture running notes about call. It should be simple to use and should always accesible in any screen.   It is similar to like Chat box opens in booking websites and visible always whether screen has scrool bars or not.  

I was thinking why capturing running notes is not part of either Case Design or Customer Service FW addon feature. This is very commonly required feature and very useful for any Customer Service  application. 

Can you please help me to highligh, is there any such features available which can be leveraged ?

(Note: We know about Add Attachment utility where we can add notes, but that has too many steps to follow and may work well if user attach only one note for entire Call, but not sutable if they want to keep on capture running notes during entire persiod of call with customer)) 


***Updated by Moderator: Vidyaranjan. Removed user added Ask the Expert tag. Apologies for confusion, shouldn't have been an end-user option; added Category***

Pega Customer Service
Moderation Team has archived post
Share this page LinkedIn