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Jayakumar Soundarajan (Jay_KS)
Luxoft DXC
Jayakumar Soundarajan
Luxoft DXC
Jay_KS Member since 2008 8 posts
Luxoft DXC
Posted: December 15, 2017
Last activity: December 18, 2017

Maintain running notes during Interaction

We are using Pega CS for Insurance.

There is a requirement where CSR will be in an interaction with customer and they want some sticky notes or notepad kind of facility within the Application to keep track of call happenings.They will be updating these notes during all stages of the case (like when working in Service Case, when going through 360 tab) and finally during wrap up, these should be brought back as Wrap Up notes.

We gave them a new 'Text Area' in the 360 degree view but the data is not seamlessly copied back and forth when creating and working in service cases because of different threads.

We thought of given them a popup window but CSRs sometimes have multiple interactions open so they we were not able to uniquely tie back the notes for specific interaction.

Has someone implemented as similar feature or is there any OOTB options available within Pega?

Pega Customer Service
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