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Setting up customer field service issues

Suggest edit Updated on October 6, 2020

Within Pega Field Service, issues define a customer need or the reason a customer is contacting a customer service representative (CSR). Issues are mapped into categories and sub-categories that further define the reason the customer is contacting a CSR. Issues, issue categories, and sub-categories are selected by the CSR when interacting with a customer to facilitate and simplify a work order creation to satisfy that customer need.

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