@JeffreyR2974 It seems you are using Pega Customer Service Horizontal application. The case in question is PegaCA-Work-FileAComplaint. All rules within this class hierarchy were marked as deprecated. But if you are already using this case type, please note you can continue to use this case type as the rules have been marked - Available and Deprecated. Pega Customer Service has introduced the concept of case template for case uniformity, consistency and repeatability; and has shipped a Generic case template (PegaCA-Work-Service) that can be leveraged for building new case types. If you were building a new complaint case type, i will suggest to leverage the new case template that comes with a good # of case processing options; and a prebuilt template that can be extended to automate the required business flow.
@paulp - yes it is correct, we are using PegaCA-Work-FileAComplaint. If we are to adopt to the new Customer Service using PegaCA-Work-Service, we need to totally rebuild the application? Are there anyway to somewhat migrate or convert the existing one?
Posted: 3 months ago
Posted: 5 May 2022 0:33 EDT
Pranab Paul (paulp)
Director, Application Engineering, Customer Service Microjourneys