We have a working Pega 8 based CRM and as part of future work we want to enable customer self-service.
In our existing scenario, customer makes a call to call center or send an email and as a result an interaction is created and land in to 360 view. In the context of an interaction, CSR serves customer with service cases like "Add a quote", "address change" etc.,
In our new scenario, customer logs into company website (non-pega) and click on buttons like "Add a quote", "Address change" etc., and we want CRM to fullfil them using API's.
we can very well use Pega API like "cases" to create new service cases and to progress on assingments. But the context of an interaction wont be there like it was in Incoming call etc.,
Now the question is do we need Interaction as an overarching case to fulfill customer requests from API channel?
How to track these service cases without any interaction?
Are there any API's supplied by Pega CS for maintaining interaction as well?