Posted: 5 Jan 2017 2:14 EST Last activity: 21 Jan 2017 6:14 EST
Customer self service in Pega CS
Is there any standard feature available for exposing the intent task creation directly to the customers in digital channel in self service mode. We have such a requirement of implementing customer self service through which customers can directly create and track status of service cases from digital channels.
These are all capability related information which speaks about the self service capabilities via mash up but I was looking for a specific input regarding any standard option available in Pega CSFS for building up the customer self service for any customer.
Posted: 4 years ago
Posted: 9 Jan 2017 4:31 EST
Goutham Parcha (parcg)
Sr. Director, CRM Applications Development
Which version of Customer Service are you using? We introduced the ability to invoke Service cases(intent tasks) in Web Self service(WSS) portal in Customer Service 7.1.4. We have PegaCA-Work-Interaction-Web interaction class for this and you can configure your driver and intent tasks for this interaction type.
We are using Customer Service 7.21 and we have checked all the details related to PegaCA-Work-Interaction-Web interaction class, however we could not find WSS Portal from where the service cases can be invoked. Would really appreciate if you can elaborate more on self service part. For the reference we are using attached document but looks like it's not covering up all the details.