As a customer service representative (CSR), your first action is to identify the customer when you receive a phone call. You can identify a customer based on the different search criteria, including customer's name, contact number, contact name, configured product serial number, and service request ID.
In the Pega Field Service Interaction portal a new phone call interaction is started with a customer. Perform the following steps to identify the customer.
In the Pega Field Service Interaction portal, from the Search by list, select the corresponding search options based on the caller’s provided information and enter the details.
Select an appropriate search result entry.