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 Mercedes Garcia Riego (Mergarrie)
Knowledge Expert

Knowledge Expert
ES
Mergarrie Member since 2018 3 posts
Knowledge Expert
Posted: December 21, 2018
Last activity: March 8, 2019
Posted: 21 Dec 2018 2:28 EST
Last activity: 8 Mar 2019 2:43 EST
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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?

Pega Customer Service
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Posted: 2 years ago
Posted: 8 Mar 2019 2:43 EST
Pranab Paul (paulp)
PEGA
Director Customer Service Microjourneys
Pegasystems Inc.
IN

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.