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:
|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.|
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.
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.
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
Rich Text Editor (RTE) is not supported
Workaround: Used a paragraph or text control.
Repeated dynamic layout visibility does not work
Inline layout format does not display as expected
DX API response contains the inline layout format, but the React starter kit does not render the section in inline format
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: 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
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 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
Provide shipping details
No observations on this screen.
Provide payment details
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.
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.
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.
Text control using a Field value is not sent in response
Workaround: Use the text control with a constant value.
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.