Implementing Statement Copy for Pega Case Management Edition

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Implementing Statement Copy for Pega Case Management Edition

Description Walkthrough of the Statement Copy case type implementation using Case Managment 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 Statement Copy implementation[edit]

For the Statement Copy 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 type by using DX v1 APIs.

Context for the case type[edit]

For an external desktop agent to launch the Statement Copy 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: 

Context.png

Statement Copy case type implementation[edit]

The Statement Copy case type enables CSRs to quickly get the statements for a selected period of time for a customer. 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.
  • Duplicate cases logic was refactored to make the DX v1 API compliant.

Implementation details[edit]

This section describes the DX v1 API and React starter pack issues that were encountered while rendering the Statement Copy case type. It also includes workarounds that were used.

Potential duplicate[edit]

The following figure shows the potential duplicate page that is used to mark the current case as a duplicate if a potential duplicate exists or continue with the current case.

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 the context[edit]

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

Date selection page[edit]

The following figure shows the date selection page where additional statements are fetched based on the selected dates.

Statements selection page[edit]

The following figure shows the selection screen for statements based on the dates that are shown in the previous figure. By default, the system fetches the statements of the last year.

Property reference is not working in field values[edit]

Workaround: Removed property references in field values

Distribution method page[edit]

The following figure shows the distribution method and the fee amount details.

Avoid using the Address template[edit]

Workaround: It is recommended that you use the single- and two-column templates to suit all resolutions.

Custom controls are not supported[edit]

Workaround: Updated the control for the fee amount field from CurrencyAmount (Custom control) to pxCurrency (out-of-the-box).

Review screen[edit]

The following figure shows the review page that provides an overview of the details that were captured before submitting the case:

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

Workaround: Must modify the React starter kit.

Confirm screen[edit]

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

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.