In Pega Customer Service for Communications, customer service representatives (CSRs) can compare bills from the last three months and can resolve related issues within the first call with a customer by using the Billing Inquiry service case. Customer service representatives can raise a request if any discrepancy is found after comparing the bills, such as incorrect charges and duplicate charges. The request is then assigned to the Back-office team for further investigation.

The billing inquiry configuration allows you to perform the following tasks:

• Update approval logic for a dispute transaction
• Update the predefined courtesy credit threshold

Update approval logic for dispute transaction

You can configure courtesy credits and approvals based on a disputed amount, customer value, and dispute reason in the Approver decision table. For example, if a platinum customer raises the request of a disputed amount within $30 to a $50 limit, the immediate lead of the customer service representative can approve the request. Requests for a dispute amount of more than $50 dollars goes to the manager’s work basket for approval.

To update the decision table to set the approval logic, complete the following tasks:

1. In Designer Studio, go to the explorer panel and click App.
2. Click PegaComm-FW-CF-Work-BillingInquiry > Decision > Decision Table > ApproverTable.
3. On the Tables tab, edit the Conditions and Actions columns based on your business needs.
4. Click Save.

Update predefined courtesy credit threshold

You can define the threshold for courtesy credit based on the customer value and total credit that is provided for the specific period of time (number of days) in the CourtesyCreditThreshold decision table.

For example, the maximum limit of courtesy credit for a gold customer is $175 for a period of three months. If the customer has already received $170 in the first two months, the remaining $5 is credited in the third month.

To update the decision table to set the threshold for courtesy credit, complete the following tasks:

1. In Designer Studio, go to the explorer panel and click App.
2. Click PegaComm-FW-CF-Work-BillingInquiry > Decision > Decision Table > CourtesyCreditThreshold.
3. On the Tables tab, edit the Conditions and Actions columns based on your business needs.
4. Click Save.