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MGR007 Member since 2008 54 posts
Incessant Technologies
Posted: 3 years ago
Last activity: 3 years 4 months ago
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Using Case Mgmt in CS Framework

Hi, We have CS FW used for CallCenter application where we create interaction and Service request work objects. Users are not happy with the way this Interaction and SR works are handled as different workobject instead of representing them all under one case. So we are thinking to leverage Case management features in CS FW. Like Interaction should be a parent case and all Service request for that interaction are like Sub cases. So in worklist/Workbasket we show them as one case as a whole.

Question is, is it possible to define interaction work as parent case and leverage all Case Management features.....

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Pega Customer Service Case Management
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