Posted: 28 Aug 2019 4:50 EDT Last activity: 11 Sep 2019 15:42 EDT
Reload Interaction Case with New Contact Details
We are using Pega 8.1.4 Customer Service for Comms .
Scenario :- We have a scenario wherein if the incoming call is not verified we show search screen to search for existing account ( typical OOTB) . If the search doesn't return any results there is a 'Create contact ' button on the search screen which will basically invoke a "service case" . The OOTB "Create Customer" uses a subflow for creating new contact which is different from our use case .
Requirement :- After the service case 'Create contact ' is completed we need to reload the interaction with the latest contact details and move to the Customer 360 or the Composite View screen .
Issue :- After the service case is completed , the Search flow is still stuck at the same screen as the flow didnt resume .
What has been tried :- We looked at the "Local Offer Advisor" case type which has a similar functionality and has an activity "ReloadInteraction" which sets few attributes like contact id and account number etc . We tried to use the "ReloadInteraction" which is setting the details on the interaction case but doesnt do a resume flow . The "search screen" is still shown once the Service case is closed.
Any suggestion to implement this requirement using OOTB mechanism ?
Do you see the same behavior when you use the OOTB CASysAdmin operator? If not, you could potentially trace the submit of the "Create Contact" action for both the working and non working scenarios and compare to see if there are any significant differences.