Launching service cases from the composite screen

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Launching service cases from the composite screen

Description Instructions on how to launch a service case from the composite screen
Version as of 8.5
Application Pega Customer Service
Capability/Industry Area Customer Composite / 360

Customer service representatives (CSRs) depend on a rich composite of customer data (sometimes called the 360-degree view) to better understand the client context. One of the ways to make CSRs more efficient is to add links or buttons directly in the composite screen to let CSRs quickly launch a service request without navigating to the tasks menu. With this approach, CSRs save time and can launch the case by using the current context of the screen in some cases.

Adding a simple link or button

A simple button or link can be highly valuable when used correctly. The best practice is to use this capability for commonly requested tasks (such as the address update shown here), but not to use this for every task possible to avoid cluttering the UI with too many links or buttons, which decreases readability. The configuration is the same whether a link or button is selected.

  1. Use the UI inspector to find the section where you want to place the link or button
  2. Add the button to the UI.
  3. Create an action set that runs the Create Work activity.
  4. Provide the class and flow name of the case that you want to launch.

This has the same effect as clicking Add Task, and then selecting the matching service request.

Note: If you are using Dynamic Class Referencing, you need to supply the class reference, not the class name.


Adding a link that passes context

It can be valuable to use links or buttons that pass context to the service request that is launched. For example, selecting a button next to the Amount Due field might launch a Make Payment service request with the amount already selected. Alternatively, selecting a transaction from a list could initiate a dispute of that charge, reducing the number of steps and the amount of typing that the CSR needs to perform to complete the request. In this example, the process flow takes a parameter called TxnId. This parameter is passed to the flow on launch in the configuration of the link. In the following figure, the links in the grid are configured to launch the Dispute Transaction service request. When you click the link, the link passes the value of the .TransactionID property to the process flow in the TxnId parameter.


You can also use this feature to optimize the CSR experience when a single selection from a table is the most common use case. Use that option for the most commonly used service requests to gain the highest efficiency in your operation.

For more information, see "Launching a service case from the composite" in Implementing user interface changes to the Interaction Portal.