AMITTUTUN Member since 2011 62 posts
Posted: 3 years ago
Last activity: 3 years 1 month ago

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 Customer Service
Moderation Team has archived post
Share this page LinkedIn