Updating interaction history from service case
At our client, we have a use case to update interaction history (i.e History-Add) from a service case that is currently opened within an interaction. I understand that they are running on two different Threads.
How can this be achieved OOTB?
Pegasystems Inc.
US
Hi Will, I'd like to understand what type of data are you looking to add to the history? There are already established relationships between the interaction and service processes. There are data pages that let you find the service cases created in an interaction and also interactions that performed action on the service case.
You are right in that the History-Add would have to be run on the work page of the Interaction object. I don't think there's a way to do this OOTB, as in no existing activity or data transform that you can call. You can probably do this with an activity but would have to handle locking issues when they arise.
Amit
Pegasystems Inc.
US
Currently i was able to accomplish this using D_Interaction as step page from an activity running in service intent Thread. Looks like when interaction is committed to DB (e.g. Wrap up), the history is reflected in interaction.
Do you find any issue with this approach?
Pegasystems Inc.
US
Hi Will, as long as the History-Add is using the D_Interaction page as a step page, that should be fine. This page does get removed in some situations, so if you are trying to use it as an editable page, you may lose your information. But, if you tested and it meets your needs, I don't see an issue with it.
BTW, based on this very brief screenshot, it looks like the CPM Express History feature. This feature allows you to add items to the Interaction History and display them in the wrap-up list as reasons for call as well. Have you looked into that?
Pegasystems Inc.
US
"CPM Express History" - this sounds interesting and may be a valid OOTB solution for us.
Could you send me a screenshot or help me where to find it in CSHC / how to use it?
Pegasystems Inc.
US
It's actually called "Customer Inquiry" now. Express History was the older name of the feature. In either case, is the checkboxes that you typically see in the customer composite area next to various properties. In base CS, when you get to the interaction driver of an interaction, you should see a toggle at the top right of the composite. If you select this, a number of checkboxes will appear next to things like balances, payment dates etc. If you select any of these, that information is added to the interaction history.
This is designed to work with items that are displayed in the composite section. So, it may or may not work for your use case. But it's a good feature to be aware of. https://community.pega.com/knowledgebase/articles/pega-customer-service-implementation-guide/85/implementing-user-interface-changes-interaction-portal