Copy data from service case to interaction in Customer Service
Is there any easy/OOTB way to copy data from service case to interaction?
For example, when we complete a service case and go back to the interaction driver, we want to show an update in a composite tab immediately.
We copied it to D_Interaction, but it did not automatically copied to pyWorkPage (Interaction WO).
Pegasystems Inc.
US
Updated: 22 Jan 2021 7:24 EST
Pegasystems Inc.
US
@Amit_Patel Thanks Amit.
I found a surprisingly easy solution. It looks like D_Interaction is used as a page context of the interaction/composite tabs in Pega Customer Service. So i just updated D_Interaction[id].XYZ from service intent. Upon completing the intent, the composite tabs are updated automatically.
Pegasystems Inc.
US
However, I’m noticing that when I click Wrap up, D_Interaction seems to get refreshed to older state and I lost the latest change made from an service intent. I'm not sure if this is a bug in Pega Customer Service or an intended behavior. If the latter, not sure why would we want to do that on purpose.
Pegasystems Inc.
US
Well, this may help to save the latest details from intent to interaction.
= = =
On WrapUp, D_Interaction is removed in CPMPerformDefaults Activity.
Before it gets removed, we could use “SetInteractionDetails” DT to copy necessary data. This DT has an extn point, “SetInteractionDetailsExtn” which we could leverage.
@Will Cho The D_Interaction page (while marked as Editable) is still essentially a read only page for cross thread (Interaction and service cases) data presentation. It's not meant to be updated by a service case thread to show on the composite tab immediately.
In the address change case, the activity CAAddressChange used to something like you're asking. We would remove the D_Interaction.Account property and then set the .CompositeRefreshDateTime property that would trigger the composite refresh. Some of the the included sections in the CPMCompositeTabs section are configured to refresh on that property change.
Amit