Implementing Add Mobile Service for Pega Case Management Edition

Implementing Add Mobile Service for Pega Case Management Edition

Description	Learn how to implement the Add Mobile Service case in an external desktop using Pega's Digital Experience (DX) APIs.
Version as of	8.7
Application	Pega Customer Service
Capability/Industry Area	Communications and Media

Before you begin

For more information on different recommended methodologies, prerequisites, troubleshooting common issues and recommendations for using Pega Customer Service ^TM Case Management Edition, see Implementing Case types using Digital Experience APIs for Pega Customer Service Case Management Edition

Design methodology for the Add Mobile Service case

For the Add Mobile Service case, the Rebuild UX design methodology was used and tested by using the React starter pack. The changes described below are available in a separate PegaCSC-Cases-CME ruleset that is included with the product. Also, any changes for rendering a case using DX v1 APIs can be done by extending the changes in PegaCSC-Cases-CME ruleset.

Context for the service case

For an external desktop agent to launch the Add Mobile Service case, the customer context is required which is primarily based on Contact Id and Account number.

For demo purposes, if you are using the React starter pack, the context parameters can be dynamically passed from the Application Settings option as shown in the following figure:

Add Mobile Service case implementation

The Add Mobile Service case in Pega Customer Service for Communications is built on top of the Pega Customer Service framework, and consists of nine pages that are used to perform the following functions:

Page	Purpose
Select a device	Select the new device.
Configure selected devices	Choose the configuration of the newly selected device.
Select a plan	Select applicable plan for the selected device.
Select a plan add-on	Select add-ons for the device.
Preview cart	Review all of the previous selections.
Provide shipping details	Capture the customer's shipping related details.
Provide payment details	Handle the payment related details.
Review all details	Review the details that were captured as part of the case life cycle.
Confirmation	Final confirmation summarizing the total details that were captured.

Design Changes

Design Changes

For a better user experience when using APIs, in the Review fraudulent transaction, removed the option to choose the date based on which transactions were rendered.

Common rule changes

Because the new confirm harness is a templatized version, it has been rebuilt in the PegaCSC-Cases-CME ruleset so that it appears as expected for all service cases and all appropriate channels.

Implementation details

This section describes issues encountered during the implementation and the workarounds that were used.

Select a device page

Search functionality does not work

The search functionality does not work because the row visibility condition configured on the table is not executed.

Workaround: Removed the search box and added a dropdown box to select the brand.

Table pagination is not supported

Workaround: Added a dropdown box for the brands to reduce the list of devices.

Action-set configured in the table does not work

Action-set in the table does not work when running a Data Transform for device selection.

Workaround: Added a checkbox for device selection in the table.

Add row and delete row are displayed in table footer when they are hidden in the table configuration

Workaround: None.

If helper text in a button is configured to a property, it does not show the value

Workaround: None.

On-click actions do not work

On-click actions that are configured to run data transforms on the Configure line button do not work.

Workaround: Moved the Configure device page to the next page.

 

Configure selected devices page

Field value cannot directly refer to a property

Workaround: Passed the property as a parameter in the Field value.

Collapsible section is not shown

Workaround: None.

 Rich Text Editor (RTE) is not supported

Workaround: Used a paragraph or text control.

Repeated dynamic layout visibility does not work

Workaround: None.

Inline layout format does not display as expected

Workaround: None.

DX API response contains the inline layout format, but the React starter kit does not render the section in inline format

Workaround: None.

Select a plan page

Conditional table display appeared incorrectly

The tables in both paths displayed simultaneously.

Workaround: Displayed only grids that will appear in the device's first flow because the first flow is the default. There will be no start screen and only one grid will appear.

Inline wrapping in a layout does not work as expected in React  

Workaround: Create a field value and pass the properties by adding a parameter in the Field value.

Label does not reflect the style format

Workaround: None.

Radio button selection did not appear in the table

Workaround: Used a checkbox as a replacement.

Select a plan add-on page

Clicking the Action-Set does not trigger a data transform

Workaround: Moved the Select a plan add-on page to another view.

The text input in the table can be aligned right

Workaround: None. Kept the left alignment default behavior.

Preview cart page

Conditional Validation does not work for labels that display taxes

Workaround: Made a generic Table label.

Line number categorization is not shown on the page

Workaround: None.

Header for Monthly and Today labels are not right-aligned

Workaround: Used a paragraph rule to right-align the text.

Cannot use a button to check for number portability

Cannot use a button to check for number portability because the data transform used in the Action set is not executed.

Workaround: Visibility when rules for showing the number portability response include the logic to evaluate the phone number that is entered.

Validation error from the Edit validate rule is not shown

Validation error from the Edit validate rule is not shown for an individual field. Instead, it is displayed as a generic message at the bottom of the page. The following figure shows an Edit validate rule used to check whether the entered value is numeric:

Minimum and maximum characters configured in the input textbox does not work

Workaround: None.

Provide shipping details

No observations on this screen.

Provide payment details

Cannot use the SSN check button

Cannot use the SSN check button because the data transforms configured in the actions of the button is not executed.

Workaround: Used Visibility When rules to show the credit check results and execute an activity which invokes the logic to validate the SSN that is entered.

Date control display issues for year selection

Date control display issues make it difficult to choose the past years for the Date of birth field.

Workaround: None.

Date control edit options set to Auto does not work

If the Date control edit options were set to Auto, after selecting the date, the React kit shows a white page.

Workaround: Changed the editable settings to use Show Date. Any use cases that need both date and time to be selected will not work.

Issues with the label’s bottom spacing

The label’s bottom spacing makes the UI appear ungrouped.

Workaround: Used a text with constant value, which did not show bolded text. A Paragraph rule can also be used, which requires creating multiple paragraph rules for each label.

Review all details

Read-only single column template does not render the expected UI

Labels are positioned left and values are positioned right.

Workaround: None.

Confirmation

Text control using a Field value is not sent in response

Workaround: Use the text control with a constant value.

Close button does not work

Workaround: None.

Conclusion

You can embed Pega’s out-of-the-box case types into external desktops by using the DX v1 APIs and making suitable changes in the UX. This requires little effort while producing significant outcomes by using Pega Case Management in a client UI of choice.

A method of delivering goal-oriented results by handling business cases from start to a resolution and combining human actions with digital automations. In case management, you use data and people that are involved in a business process to visualize and model work, so that you can prepare a set of actions that lead to your objective. For example, you can model a process of approving candidates after reviewing job applications, from collecting documents from a candidate, through the job interview, to the final approval.

A business solution that automates workflows in your organization. Multiple, unrelated applications can be hosted in the same system. You create an application by running the New Application wizard.

A program component that defines and implements an interface between an external application acting as a client, and a Pega Platform system acting as a server. An external system can send a request to a Pega Platform application and receive a response.

For example, the Pega Cloud Services SFTP service provides Pega Cloud clients with simple, secure file transfers to and from their Pega Cloud applications.

Actual work that is performed by application users and automations that consists of a sequence of tasks and leads to an intended business goal. An example of a case is a process of hiring a particular job candidate, where an HR worker collects necessary documents, a hiring manager conducts a job interview, and an application sends an automated email with onboarding information after the candidate is approved. To create a case, you first build a template of your business process that is a case type, and then apply the template in multiple cases, for example, to review applications from many candidates.

A collection of rules (the basic building blocks of applications built with Pega Platform) that describe key components and how part of an application works. Rulesets help you store, categorize, and version the rules in an application.

A ruleset consists of ruleset versions that store the updated versions of rules. For example, in an application used for hiring new employees, the application might include several rulesets, one dedicated to defining the UI and processes used to hire employees, and another ruleset that defines the application's integration with a Job website.

You usually implement several rulesets when developing a large application. Once the rulesets are adequately tested and make it into a production environment, you can create a new version of the rulesets to develop and test during the next development cycle.

A data structure that holds name-value pairs. Pages are stored in the system memory or in the database. Various types of pages are defined in the system, such as data pages that are created when the data is referenced, named and unnamed pages, parameter pages, clipboard pages, and so on. Every unit of information in an application is a pairing of a name and a value, known as a data element. For example, a data element that stores the email address of a customer has the name "email," and the value "john.smith@company.com." Pages store data elements so that the application can use it to process the case.

A work party that typically initiates a case. In many applications, only one customer can be associated with a case.

A permanent, unique identifier for a class that includes certain key parts, and the creation date and time of a single instance for rules and some classes. A handle is sometimes known as an internal key. The pzInsKey property holds the handle value for an object. The pzInsKey property is undefined until you save the object.

A container that organizes the content and structure of a page in the user interface. The layout of a harness is defined by a template. For example, you can base a portal harness on a template that divides the portal into three separate areas: a header, a navigation pane, and a large content pane for displaying documents.

The building blocks of your user interface, sections can use design templates for their structure and contain such interactive UI elements as fields, buttons, lists, and so on. A section creates a functional chunk of a user interface, and can be reused throughout your application for improved consistency and efficient development.

For example, your application may need to display user data as a list of ID cards. You can create a section for the contents of a card, and then reuse that section so that the design of every card is consistent.

A data structure that holds name-value pairs. Pages are stored in the system memory or in the database. Various types of pages are defined in the system, such as data pages that are created when the data is referenced, named and unnamed pages, parameter pages, clipboard pages, and so on. Every unit of information in an application is a pairing of a name and a value, known as a data element. For example, a data element that stores the email address of a customer has the name "email," and the value "john.smith@company.com." Pages store data elements so that the application can use it to process the case.

(Deprecated) A configuration of panels (areas) in a harness that support a composite portal. Existing panel sets continue to function. As a best practice, upgrade panel sets to screen layouts.

An entity that models data in your business processes and defines what information you need to provide to reach your business goal. For example, in a process of hiring new employees, you can create properties that correspond to the personal details of a candidate, such as a name, a surname, and an address. Then, when you review applications from different candidates, you provide values specific to each candidate. To save time and make your application more relevant to customers, you can reference properties in different elements of your application, and then populate them with data at run time. For example, you can include a property that references a customer name in an email that your application sends automatically. As a result, each time that the email message is personalized and includes an actual customer name. Properties help you collect and provide consistent data irrespectively of the method in which users interact with your application. By referencing properties, you ensure that a user receives the same information through a website, an email, or a mobile app.

A layout that organizes UI elements on the screen in a variety of ways. For example, you can use dynamic layouts in forms to determine item and label placement depending on the size of the screen that you use, such as desktop monitors or mobile displays. You can also define how dynamic layouts behave on mobile devices to improve readability by defining how much content is displayed on the screen at a time.

A way of structuring your technology and systems to support customer and business outcomes, which is part of the Center-out approach to business architecture.

The basic building blocks of an application, rules define the behavior of an application. There are many types of rules, each defining a different type of behavior. For example, rules define the display of a form, the fields that are used in your application, and the flows that define the process of completing work.

The system can reuse rules throughout your application. For example, in an application for ordering replacements parts, you can define a user interface to capture an address, and reuse the same rule for the UI to capture both the mailing address and the billing address for the order.

You define rules in an application to create a business solution for your organization and customers. Rules provide flexibility during the development process and help you design applications more efficiently, so that they can be implemented again in future projects.

Validate rules help you to ensure that users enter valid values in forms and that the system can process the information correctly. A validate rule tests input values against conditions that you define as part of the rule. If a value that a user enters does not meet the conditions, the system displays an error message when the user submits the form. For example, you can ensure that customers provide their name and address before placing an order, or that the date of birth they provide is not in the future.