Implementing Fee Inquiry for Pega Case Management Edition

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Implementing Fee Inquiry for Pega Case Management Edition

Description Learn how to implement the Fee Inquiry 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 Financial Services



Before you begin[edit]

For more information about different recommended design methodologies, prerequisites, troubleshooting common issues, and recommendations for using Pega Customer Service Case Management Edition, see Implementing case types using Digital Experience APIs for Pega Customer Service Case Management Edition.

Design methodology for the Fee Inquiry service case[edit]

For the Fee Inquiry service case, the Parallel Flow design methodology was used and tested by using the React starter pack.

Context for the service case[edit]

For an external desktop agent to launch the Fee Inquiry service case, the customer and policy contexts are required.  

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

2021-11-09 11-43-41.jpg

Adding parallel flows[edit]

Conditionalizing parallel flows[edit]

The IsThisExternalDesktop When rule was used to determine the external CSR portal. This rule checks whether the requestor session is through an API, and whether the active channel is ExternalDesktop. If you introduce a custom API that needs a flow other than the DX API channel, you must override the GetActiveChannel decision tree to set the appropriate active channel based on the source.

Adding Parallel flows to the case type[edit]

In the Fee Inquiry service case, parallel flows were added to collect information for the external desktop, as shown in the following figure:

pyDefault of the case type[edit]

Omni channel hand off[edit]

When the processing in any of the parallel flows are complete and need to be moved to next stage, add the change stage shape with param.CleanUpProcesses set to true.

Runtime display[edit]

When the CSR launches the case in the Interaction portal, both assignments are displayed. After either of these assignments is complete, the case moves to next stage.

Fee Inquiry service case implementation[edit]

Adding the PegaCSFS-Cases-CME ruleset[edit]

To render the Confirmation page, add the PegaCSFS-Cases-CME ruleset to the top of the Customer Service for Financial Services implementation application stack.

Design changes[edit]

Updating the functional scope[edit]

In the first page, you must implement the fee selection for the customer who wants to inquire. The fee selection has been changed to a checkbox control instead of radio buttons because radio button controls are not supported on React.

For the selection of fees, a validation is added to allow only one value for fees to be selected, not multiple values.

Technical changes[edit]

To enable reusability, the Account and Customer details were populated on the SelectedAccount and pyWorkParty(Customer) data pages respectively, at the work pool level. Because the new confirm harness is a circumstanced version, it was rebuilt in the PegaCSFS-Cases-CME ruleset under the service case class (for example, PegaFSSCM-Work) so that it appears as expected for the case and for all appropriate channels.

Implementation details[edit]

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

Select fee for the inquiry page[edit]

Radio buttons configured for the fee selection in the table are not supported[edit]

Workaround: Replaced the radio button control with the checkbox control for the fee selection in the table, and then changed the Row editing option in the Row operations for the table to Inline and Rows always editable.

Cannot adjust the table width using the options available for the content width in the Presentation tab[edit]

Workaround: Used a dynamic section with 70-30 layout, and then embedded the table inside the Dynamic Layout to reduce the table width for UI flexibility.

Capture the reason for inquiry page[edit]

Read-only single column template does not produce the required UI in React[edit]

Workaround: Inserted paragraph rules with the table, which were embedded inside the section to achieve the required UI.

Process conditional fee waiver request page[edit]

This page loads only when the customer requests a fee waiver by selecting the fee waiver request checkbox in second page. If there is no request for a fee waiver, the flow progresses directly to the Confirmation page and the case is resolved.

Read-only single-column template does not produce the required UI in React[edit]

Workaround: Used the paragraph rules with the table inserted to achieve the required UI.

Radio button values sourced from the field values do not render in React[edit]

Workaround: Changed the table values for the property source to fetch from the local list

Confirmation page[edit]

Confirmation page message background color is not supported[edit]

Workaround: Used a paragraph rule with text styling and background color, and then referred to the paragraph rule in the section that holds the message for different cases status on the Confirmation page.

Conclusion[edit]

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.