Posted: 9 Aug 2017 11:54 EDT Last activity: 10 Aug 2017 10:27 EDT
How to transfer an interaction case to workbasket
Hi, I have a requirement where during a call interaction a Service case is created. Upto a certain point in the Service Casethe CSR cannot take any action on the service case and it has to be transfer to a workbasket having a set of skill who will approve or reject the service request. I am able to transfer the service case to the workbasket but whenever a person having that skill is opening the service case he want to see customer 360 tab which is only possible in interaction case. Is there anyway to transfer the whole interaction case and the person with the desired skill can work on that service case in that interaction. Any other suggestion is also welcome.
Pega CS Framework has provided OOTB call transfer feature to transfer an interaction case to user or Workbasket. The OOTB flow action is CPMTransferCallModal. Pls try to use the same with little customization on the screen if needed.
Alternatively you can add customer 360 section in Service case portal as well. For this you have to customize the CPM portal section rules.