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bebem Member since 2019 1 post
PEGA
Posted: June 8, 2020
Last activity: June 8, 2020

Customer Service Research interaction

Hello Community,

I have a question related to research interaction which an agent can start from customer search. When research interaction started, I cannot see wrap-up function on the screen and there is no interaction ID generated - it is not visible on Recent Interaction list and displayed as Temporary Work Object in Service Case overview (see screenshot attached). 

Is it OOTB pega behavior? I`m using Pega lab instance and I`m wondering whether it`s the reason of limited options available. 

many thanks for help,

Gosia

***Edited by Moderator: Pallavi to update platform capability tags***

Pega Customer Service for Communications 8.4 User Interface Business Architect
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