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Ravindra Mandya Girigowda (MGR007)
Coforge Tech
Pega Lead System Architect
Coforge Tech
MGR007 Member since 2008 55 posts
Coforge Tech
Posted: May 25, 2017
Last activity: February 28, 2019

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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