During customer interactions, Pega Customer Service provides suggestions to the Customer Service Representative (CSR) on pending work item reviews. These suggestions are offered based on the preconfigured criteria. For example, a CSR might receive a suggestion to open a dispute transaction or make an offer to a customer.

To configure a suggested review, do the following:

1. Log in to Pega Customer Service.
2. In Designer Studio, click Records > Decision > Case Match.
3. In the PegaAppCA ruleset that has "Applies To" as the PegaCA-Work class, select CAReviewServiceitems.
4. Save the instance to your ruleset.
5. On the Evaluation tab, in the Must match conditions group, enter the match criteria to match cases.
6. Under the Weighted match conditions group, in the duplicate case text box, enter 15.
7. Enter the weight and match conditions to evaluate the work criteria for the resulting case match display.
8. Click Save.