I am working on an internal project/proof of concept aimed at creating CRM Interaction Cases using Data Flows. I was wondering if anyone had any tips, tricks, best practices and overall advice on the best ways to use Data Flows to this end.
Some initial things that we are wondering:
- What is the best way to make sure the Interaction case shows up as 'Closed'
- Obviously, we have to make sure we map the appropriate properties for things like work parties/etc, is there a minimum set needed for an Interaction before it is useful.
- What performance concerns should we be thinking about while designing this?
- What is the best way to avoid creating duplicate interactions (right now we were thinking of creating a simple Data Set with a unique ID for each interaction to create).
Hi Ben, the term Interaction can refer to a number of different things. Are you talking about Customer Service Interactions, like phone call, chat, email or social ? These are work objects that inherit from PegaCA-Work-Interaction class. If you do mean these, then we can further answer your questions.
Posted: 4 years ago
Posted: 13 Mar 2018 9:24 EDT
Ben Baril (BenBaril)
Director, GTM Excellence, Office of the CTO
What type of Interaction would you expect this to create ? CS interactions are all specified by the type of channel they arrive in, Phone, Chat, Email etc. Each of these channels have their own flows, UI and other aspects like SLAs, etc. Also, how does the flow of this interaction go ? Would it be an assisted channel where an agent would be pulling it up in the Interaction Portal and doing service processes in there ? Or would it just be something that's created and processed in the background somewhere ?
I'm assuming that these will be base CS interactions and not specific to any vertical industry app. In that case, you can just set the .ContactId and .AccountNumber properties on the pyWorkPage and it will automatically populate the context for the interaction. Obviously these have to be a valid contact id and account number for this to work.
As far as duplicate interactions go, we don't really check for that in any of our interaction flows. It would be up to the application that's invoking the CreateNewWork API to start the interaction.
Ping me directly if any of these don't make sense and seems like we're talking apples and oranges.