Implementing Make Payment for Pega Case Management Edition

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Implementing Make Payment for Pega Case Management Edition

Description Walkthrough of the Make Payment case type implementation using Case Management Edition capabilities
Version as of 8.7
Application Pega Customer Service
Capability/Industry Area Service Cases / Tasks



Pega’s Customer ServiceTM Case Management Edition (CME) enables you to embed Pega’s case management capabilities into your existing desktop and all your service channels.

Before you begin[edit]

For more information about different recommended design methodologies, prerequisites, troubleshooting common issues, and recommendations to leverage 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 Make payment implementation[edit]

For the Make Payment case type, the Rebuild UX design methodology was used and tested by using the React starter pack and DX v1 APIs. All the changes described below are available in the PegaCS-Cases-CME ruleset that is included with the product. You can also extend the rules in this ruleset for any changes to render a case by using DX v1 APIs.

Context for the case type[edit]

For an external desktop agent to launch the Make payment case type, the context for the customer and account is 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: 

Application settings

Make Payment case type implementation[edit]

The Make Payment case type enables CSRs to quickly take a payment from a customer for their bill. This case type also includes the ability to set up a promise to pay for any customers who are unable to make a payment on that day. The following are design decisions that were made for this existing case type to render it in an external desktop.

Common rule changes[edit]

Because the new Confirm harness is in a templatized version, the harness has been rebuilt in the PegaCS-Cases-CME ruleset so that it appears as expected for all case types and in all appropriate channels.

Implementation details[edit]

Potential duplicate[edit]

The following figure shows the potential duplicate page that is used to cancel the current case if a potential duplicate exists.

Duplicate.jpg

Custom buttons in harness are not displayed[edit]

Workaround: Moved the harness case area actions buttons to the flow action section.

Avoid using temporary pages to set context[edit]

Workaround: Copied the data from the temporary pages to page properties and provided page properties as context to grids and sections.

Add row and delete row appear for any grid built by using table[edit]

Workaround: Must modify the React starter kit.

Select accounts[edit]

The following figure shows the Select accounts page that is used to collect initial information regarding the account selection.

Account selection page
Unhandled rejection of pagelist validations[edit]

Workaround: Used when rules to validate the pagelist property value. For example, the following validation is not handled in the React starter pack.

Unhandled way

To handle such validations, use individual when rules for the pagelist property value

Handled rejection

Select payment method[edit]

The following figure shows the Select payment method page that is used to collect initial information regarding the payment method selection.

Payment method selection
Use single-column and two-column templates to suit all resolutions[edit]

Workaround: Avoided using templates such as CardWithTitleMetadataBadgeAndActions. Instead preferred single-column and two-column templates to suit all resolutions

Menu is not supported in the starter pack[edit]

Workaround: Used dropdowns with refresh actions instead of a menu control.

Modal dialog is not supported in the starter pack[edit]

Workaround: Used grids to capture multiple records instead of a modal dialog.

Confirm[edit]

The following figure shows that the confirmation request has been placed successfully:

Confirm screen

Conclusion[edit]

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