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Configuring the capabilities of the Change Service Location case

Suggest edit Updated on September 10, 2021

Pega Customer Service for communication includes a Change Service Location service case. This service case includes various capabilities that allow the application to check for and validate the services that are requested by the customer in the new location. The service case enables the application to provide alternative offers if the particular service is not present in the new location, assign a service agent, and assist them with making the payment for their orders.

You can configure the following capabilities to make the service case work based on your requirements:

Compatibility check for the selected service

This capability checks for any service dependencies that a customer selected for relocation with the help of the CheckCompatibityOfProduct REST connector. For example, if the customer's landline phone and internet are inter-related, the application does not allow the customer to submit the request for the relocation of a single service. The customer must select the internet connection along with the landline connection to submit the request.

You can extend the compatibility check REST connector service based on your business requirements:

  1. In Designer Studio, in the Explorer panel, click App.
  2. Click PegaComm-FW-CF-Work-ChangeServiceLocation > Integration-Connector > Connect Rest > CheckCompatibilityOfProduct.
  3. Scroll to the end of the page and ensure that theSimulateCompatableOfOrder activity is present.
  4. To update the service based on your requirement, click the Methods tab and complete the Request and Response forms. Ensure that you capture the resource path URL for the REST connector.
  5. Click Save As and save to your ruleset.

Availability check for the selected service

This capability validates the availability of selected services in the new location with the help of the SimulateAvailabilityOfService REST connector. For example, if the customer selects the Airtel broadband connection to relocate, the capability checks for the availability of the service provider and the service at the new address. If a particular service is not available, alternate offers are provided to the customer to compensate.

You can extend the availability check REST connector service based on your business requirements:

  1. In Designer Studio, in the Explorer panel, click App.
  2. Click PegaComm-FW-CF-Work-ChangeServiceLocation > Integration-Connector > Connect Rest > ValidateAvailabilityOfService.
  3. Scroll to the end of the page and ensure that the SimulateAvailabilityOfService activity is present.
  4. To update the service based on your requirement, click the Methods tab and complete the Request and Response forms. Ensure that you enter the resource path URL for the REST connector.
  5. Click Save As and save to your ruleset.

Payment integration

This capability integrates with the payment gateways to make a payment with the help of the SendPaymentDetails REST connector. After you select the service for relocation, the payment process is invoked. The application identifies and displays the charges for the relocation or a new service.

You can extend the payment integration REST connector service based on your business requirements:

  1. In Designer Studio, in the Explorer panel, click App.
  2. Click PegaComm-FW-CF-Work-ChangeServiceLocation > Integration-Connector > Connect Rest > SendPaymentDetails.
  3. Scroll to the end of the page and ensure that the CSCPaymentResponse activity is present.
  4. To update the service based on your requirement, click the Methods tab and complete the Request and Response forms. Ensure that you enter the resource path URL for the REST connector.
  5. Click Save As and save to your ruleset.

Appointment availability check

This capability checks the availability of the field service agents and displays the available slots at a new location by using the CheckAppointmentsAvailability REST connector.

You can extend the appointment availability REST connector based on your requirements:

  1. In Designer Studio, in the Explorer panel, click App.
  2. Click PegaComm-FW-CF-Work-ChangeServiceLocation > Integration-Connector > Connect Rest > ValidateAvailabilityOfAppointments.
  3. Scroll to the end of the page and ensure that the SimulateAvailabilityOfAppointments activity is present.
  4. To update the service based on your requirements, click the Methods tab and complete the Request and Response forms. Ensure that you enter the resource path URL for the REST connector.
  5. Click Save As and save to your ruleset.

Fulfillment

This capability sends the move request to a fulfillment system. The fulfillment system in return sends the order ID and status of the request by using the SendFulfillmentDetails REST connector.

You can extend the fulfillment REST connector service based on your business requirements:

  1. In Designer Studio, in the Explorer panel, click App.
  2. Click PegaComm-FW-CF-Work-ChangeServiceLocation > Integration-Connector > Connect Rest > SendFulfillmentDetails.
  3. Scroll to the end of the page and ensure that the FulfillmentResponse activity is present.
  4. To update the service based on your requirement, click the Methods tab and complete the Request and Response forms. Ensure that you enter the resource path URL for the REST connector.
  5. Click Save As and save to your ruleset.

Work order

This capability gets real-time updates of the fulfillment order ID and status along with the work order ID, status, and task details of the field service request from the fulfillment system by using the GetWorkOrderDetails REST connector.

You can extend the work order REST connector service based on your requirements:

  1. In Designer Studio, in the Explorer panel, click App.
  2. Click PegaComm-FW-CF-Work-ChangeServiceLocation > Integration-Connector > Connect Rest > GetWorkOrderDetails.
  3. Scroll to the end of the page and ensure that the SimulatedWorkOrderDetails activity is present.
  4. To update the service based on your requirement, click the Methods tab and complete the Request and Response forms. Ensure that you enter the resource path URL for the REST connector.
  5. Click Save As and save to your ruleset.
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