Hi, We have CS FW used for CallCenter application where we create interaction and Service request work objects. Users are not happy with the way this Interaction and SR works are handled as different workobject instead of representing them all under one case. So we are thinking to leverage Case management features in CS FW. Like Interaction should be a parent case and all Service request for that interaction are like Sub cases. So in worklist/Workbasket we show them as one case as a whole.
Question is, is it possible to define interaction work as parent case and leverage all Case Management features.....
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The idea behind interaction and service cases are not real cover and coverable relationship because service cases needs to be lived outside the scope of interaction(even resolved) and this has been llike this since 5.x. This is feature request.
Posted: 5 years ago
Posted: 2 Jun 2017 14:43 EDT
Mike Townsend (MikeTownsend_GCS)
Director, Technical Support, Customer Service
I agree with REDDR3. PegaCS is designed and implemented around a specific set of design decisions. You could definitely reimplement the interaction and service items leveraging the power of the platform and get what you are asking about, but you would essentially not have PegaCS anymore. If you have targeted things, like a worklist, where you want to customize the display so that users see only the interaction that each service item is associated with, you could definitely build that and under the covers you would still have all of the power of PegaCS. That might be useful your users and meet your needs without requiring a re-architecting of the underlying application.
Posted: 5 years ago
Posted: 13 Jun 2017 10:04 EDT
Swarnendu Mukherjee (SwarnenduM)
Lifecycle of an interaction case and service case is different from CPM framework perspective. Interaction case represents a current ongoing interaction like Call/Chat and etc. Service case represent the service provided as a result of that interaction. Service might take n- no of days to finish but interaction will be finished once client hangs up or end the chat thread. Hence ideal Parent-Child concept is not applied here.However you can follow normal case management for any service cases.