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Posted: December 21, 2018
Last activity: March 8, 2019
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Customer Service for Comms capabilities
Hello,
I am studing the capabilities of Pega Customer Service for Comms, and I am trying to modify an order that has already been sent, but still in Pending status. For example:
I have created a "New customer acquisition" order, finalized it and send it to the external system. While it is pending for the answer of the external system I want to make changes to this order.
¿Is that possible in the OOTB of Pega, or is there another way to do it?
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Currently we support updating the installation dates and cancelling an order from the New Customer Acquisition case type once an order has been submitted. In the confirm screen, you can find these options under ellipsis icon. We integrate with FCC (Pega Fulfillment Control Center) to fulfill the order. This product has a concept for PoNR (point of no return) status for an order; and till that status, an order can be rescheduled, modified or cancelled.