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Configuring cases for suggested actions

Suggest edit Updated on September 10, 2021

In Pega Customer Service for Communications, you can configure suggested actions in troubleshooting steps. These suggested actions can launch other service cases.

Configuring CSCSetOffersSettings

By using Map Value, configure the launch cases for the suggested actions based on the responses in the troubleshooting steps.

To configure offer settings, complete the following steps.

  1. Log in to Designer Studio.
  2. In the Explorer panel, click App and then select the Work- class.
  3. Click Decision > Map Value > CSCSetOffersSettings .
  4. On the Map Value landing page, set the suggested values. By using the mapped value, you can set the status of the guided troubleshooting case when a case is launched from suggested actions.
    Update the following map value properties to launch the suggested actions.
    • TaskClass – Class of the service case to be launched from a suggested action
    • TaskFlow – Starting flow of the service case to be launched from a suggested action
    • TaskSection – Section of the service case to be rendered once the service case is launched
    • ParentTaskStatus – Status of the guided troubleshooting case after launching the service case from a suggested action
    • ServiceCaseObjective – Relate the service cases that are launched with the guided troubleshooting case
If the Task Section is not provided, then a work object is created in the background for the defined task class and task flow. You can use this work object by mapping the ReasonBasedAction map value.

Configuring ReasonBasedAction

After completing the case that is launched from suggested actions, the user can navigate to another case or to a guided troubleshooting case to update the response by using the ReasonBasedAction map value.

To configure offer settings, complete the following steps.

  1. In Designer Studio, search for the ReasonBasedAction map value rule.
  2. On the Map Value landing page, set the suggested values. By using these mapped values, you can set and launch suggested actions.
    Update the following map value properties.
    • FirstTaskClass – Class of the service case to be resumed
    • FirstTaskSection – Section of the service case to be rendered to resume the service case
    • FirstWorkPool – Work pool of the service cases being resumed
    • SecondTaskClass – Class of the service case to be resumed upon completion of the first task
    • SecondTaskSsection – Section of the service case to be rendered to resume the service case upon completion of the first task
    • SecondWorkPool – Work pool of the service cases that are being resumed upon completion of the first task
  3. Click Save.
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