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Erik Potter (Erik Potter)
Kona Kai Corp

Kona Kai Corp
US
Erik Potter Member since 2019 1 post
Kona Kai Corp
Posted: January 23, 2020
Last activity: June 2, 2021
Posted: 23 Jan 2020 12:50 EST
Last activity: 2 Jun 2021 7:56 EDT
Closed

Customer Service Verification step not showing Dialog for Agents.

Good morning,

We are trying to show a Dialog to our Agents during the Customer Verification step apart of the Customer Service for Insurance v8.2.1 Application.

We have found that the Dialog is not enabled because of values within the D_Interaction_Driver datapage being blank for the interaction.

We found that setting .CustomerVerified to "False" allows the "CPMPrepareInteractionTaskList" activity which populates D_Interaction_Driver data page to proceed past the first step. We are doing this by adding a Data Transform to the "AppVerifyContact" flow within the connector before the "Verification" assignment step.

Our concern is that this may cause issues downstream or make upgrades to v8.3 + challenging.

Any insight would be much appreciated.

Thank you,

Erik

***Edited by Moderator: Pooja Gadige to add platform capability tags***
Pega Customer Service Low-Code App Development User Experience
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