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SOURAVPDN Member since 2008 2 posts
Capgemini America Inc.
Posted: 1 year ago
Last activity: 1 year 2 months ago

Outbound Call from Service task

Hi,

We are building an application on top of Pega Customer Service for HealthCare Framework (8.1), where back office users while working on a service case, have to place outbound calls to customer to acquire data/docs pertaining to a case.

Is there a way to place an outbound call from a service case context and associate it with an interaction case directly rather than the conventional way where interaction case is created and then an intent case has to be initiated?

Thank you

Pega Customer Service
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