Apart from the Pega co-browse which should ideally address this need. Is there another functionality in Pega Online Channel which gives CSR/Agents what visibility the customer will have? Please let me know if we can achieve customer impersonation somehow in Pega. Thanks in advance
Many users of Pega would create a set of personas by creating Operator records pointed to fake customer accounts. Then use these accounts for testing and training purposes. It is possible to make use of multiple browsers or Chrome's incognito mode to be in the system as two separate users. Also, you can often launch customer portals as a CSR and step through them. To most directly help a user through a set of actions, cobrowse offers the most direct form of aid, where you are literally walking through the customer portal as the customer in their portal on their screen. Depending on your exact requirements, one or more of these solutions could be ideal.