I am working on the Creating an Intent When exercise as part of the Implementing Pega Customer Service course. I created the High Balance intent when rule per the solution and added it as an item to the criteria tab of the New Account intent task in the General category. The General category has both Show Tasks and Suggestions as behaviors. What else needs to be done to enable the display of suggested tasks? Is there something in the harness that has to be configured? The suggested tasks do not display at all when I run the Interaction Portal.
I have noticed that if I try to open the High Balance Intent When rule from the Criteria tab by clicking on the cross hairs I get the error "unable to open the rule as Base Class value is empty". However, I can open it from the Task Suggestion section in the Intent Tasks UI under NewAccount.
If anyone has had a similar issue with this course please let me know.
I did some more debugging. If a phone call is received and an account with a high available balance is brought into focus first then the New Account intent task based on the HighBalance intent when rule is not suggested. However, if I start with the low balance account and use the drop down to switch to the high balance account then the New Account intent task is suggested. Is anyone aware of how to improve the behavior and cause the suggestion to appear when the high balance account is chosen first?
Posted: 6 years ago
Posted: 25 Sep 2017 15:54 EDT
Luigi Leo (leo_l)
Engagement Strategy Content Expert & Sr. Principal Instructor
The way the exercise works is when the property .AvailableBalance > 10000 the New Account Intent Task is suggested. I am not clear on the behavior you are experiencing. Please try to rule out cache issues and double check that you put the correct logic in the Intent When rule and referenced it in the New Account Intent Task rule that is in the General category. If you are still having issues please feel free to send an email to [email protected] with your most recent screenshots and we may need to schedule a WebEx to look at your instance.
Posted: 5 years ago
Posted: 30 Sep 2017 13:57 EDT
Andrzej Radosh (AndrzejR)
Thank you for the response. I just sent an email to [email protected] with screen shots demonstrating the behavior. When first bringing up the interaction with the high balance account in focus the New Account task is not suggested. If I use the account dropdown to switch accounts to the low balance account and then use the account dropdown to switch back to the high balance account, then the task is suggested. I would like to configure the application to suggest the task when the UI displays the high balance account as the first account in focus.