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Question

 Anandh Palanisamy (Anandh)
Abbvie
Technology Architect II
Abbvie
US
Anandh Member since 2019 11 posts
Abbvie
Posted: Jan 16, 2020
Last activity: Jun 4, 2021
Posted: 16 Jan 2020 15:38 EST
Last activity: 4 Jun 2021 5:41 EDT
Closed

Creating a interaction task for Email channel

Hi,

We are planning to implement the Pega CSI and like to know is any pros and cons are having the interaction task vs creating a service request directly without having interaction task.

Anyone implemented recently without having a interaction task, did you see any issue or feature enchacement issue?

Looking for some idea around this.

Regards,

Anandh

***Edited by Moderator: Pooja Gadige to add platform capability tag***
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Conversational Channels

Posted: 4 years ago
Posted: 17 Jan 2020 10:14 EST
Amit Patel (Amit_Patel)
PEGA
Senior Director of Engineering, Customer Service
Pegasystems Inc.
US

Hi Anandh, If you building your application on top of CSI, you don't have an option of not using the Interaction. At least not without extensive overrides and possibly final rules. So, our suggestion would be to NOT do this. It will result in an application that is not supported. 

Can I ask why you want to do this? 

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Posted: 4 years ago
Posted: 20 Jan 2020 13:27 EST
Anandh Palanisamy (Anandh)
Abbvie
Technology Architect II
Abbvie
US

Thanks Amit.

Yes, i see its getting creating a interaction task on the each service request.

I thought it might be overhead if we want to create a new report. Hopefully interaction task and support request will be mapped to same table.

Regards,

Anandh

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