We are looking for option to launch a CS interaction case via snapstart. The functional aspiration is to let the user continue from there to identify a contact & launch as many service cases per the need and operate without explicit login.
The attempts we made revealed the need for higher access roles and privileges for PegaCA classes but there were also some dependencies between the OOB data pages (read as: racing conditions between the data pages) and handling the parameters of each data page is a challenge and accounts for huge time for analysis + trials.
So, is there a easy way or any OOB wrapper activities which has all the initialization stuff to launch interaction portal via snapstart?
(In the past, we launched standalone service cases on snapstart but this time its a much bigger and richer case type "interaction")
@BhanuPrakash_G This is quite a unique situation and so for now, authentication is the least of my problems as the users are navigating to the link on sso. If the need be, we can elevate the privileges of the operator. And more importantly, we dont want to have anonymous authentication as this may influence the case handling KPIs of the CSRs who addressed the client in realtime.
Posted: 5 months ago
Posted: 15 Jun 2023 8:38 EDT
Neal Beliveau (BELIN)
Vice President, Product, Customer Service