Posted: 24 Oct 2016 17:44 EDT Last activity: 29 Nov 2016 14:01 EST
Case Managment Features/tools - Not Available in CS FW Interaction and Service Request screens work
In base PRPC when we leverage Case management, when case flow is initiated we see several macros/utilities available, like Case Follow, Case Tag, Case Pulse. But when we use the case management for Service Request in CS Framework, the same tools are not available for either interaction or SR work. The perform harness used for base PRPC is totally different then CS FW. I was curious why CS FW harness never leveraged those case managment tools OOB ?
***Updated by Moderator: Marissa: Moved from Product Support Community to Pega Customer Service***
***Updated by moderator: Maryrita to add Group Tag***
The primary use case for Customer Service is in the contact center - and most of our customers use it in high volume contact centers. Having a CSR in this environment follow a case is not the typical use case. Pulse is available, but again lightly used given where Customer Service is leveraged. These utilities (like Follow and Tag) are still available from the platform and can be exposed in an implementation, but they aren't there OOTB. We may add them at some point - and in 7.22 you will definitely see more of these features in the back office portal - where they fit the typical use case more closely.