We have the following situation. In the Interaction Portal a CSR can Add a Task to file a complaint which leads to complaint case. It often is handled in the Backoffice by a specialist team who sends a resolution letter to the complainant.
That complainant then can react on that resolution. He/she can also do this by calling the CSR again which should result in updating the original complaints case.
We thought of adding an extra task to add in the call named "Reaction on outcome" but developers mentioned this would lead to a new case type (every intent task is a casetype?) which we actually don't want, but maybe there is another solution?
Thinking of Customer Service and contact centres this must be a recognizable pattern, so PEGA must have a general solution for it. (but which i couldn't find)
So how should we solve this?