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Shankar Dinesh Bhaniga (Dineshsb1)
JP Morgan Chase
Lead System Architect
JP Morgan Chase
Dineshsb1 Member since 2013 25 posts
JP Morgan Chase
Posted: August 28, 2019
Last activity: September 11, 2019

Reload Interaction Case with New Contact Details

All ,

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 ?

Appreciate all the help !!


Pega Customer Service
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