Communications configuration
The topics in this section provide information about how to configure the
communications-specific capabilities included with Pega Customer Service for Communications. Pega Customer Service for Communications includes communications-specific microjourneys for fast,
consistent implementation of frequently used industry service cases. To execute an end-to-end functionality of the service cases, configure REST connectors with the real-time integration or simulated activities provided in the application. In the absence of a real-time integration, REST connectors are configured with
simulation activities to integrate the service cases successfully. The following service cases
use REST connectors to update other systems (like payment gateway, fulfillment systems). ValidateAvailability OfAppointments SimulateAvailability OfAppointments CheckCompatability OfProduct SimulateCompatable OfOrder SimulateAvailability OfOrder CheckCompatability OfProduct CSCAutoPayment RestConnector ValidateEligibilityAnd Compatibility SimulateEligibilityAnd Compatibility ValidateEligibilityAnd Compatibility SimulateEligibilityAnd Compatibility Follow these steps to simulate a REST connector: Guided troubleshooting enables users to quickly access support articles related to a
selected problem, and then fix the problem by responding to a series of troubleshooting
questions and suggested actions. To define your guided troubleshooting components, define problem categories and areas, and
then define troubleshooting questions and actions. For more information about configuring guided troubleshooting components, see Guided troubleshooting for Pega Customer Service for
Communications. Enabling the communications microjourneys
Integrating REST connectors with your implementation application
REST connectors with respective simulation activity
Service Case REST Connector Service Name Simulation Activity Description Change Service Location ValidateAvailability OfService SimulateAvailability OfService Checks service availability Change Service Location Checks for field service agents appointments availability Change Service Location SendFulfillmentDetails FulfillmentResponse Sends fulfillment details to downstream applications Change Service Location GetWorkOrderDetails SimulatedWork OrderDetails Gets work order details from downstream applications Change Service Location Checks selected product compatibility Create Order ValidateAvailability OfService Checks service availability Create Order UpdateScheduledTasks SimulatedScheduledTasks Sends appointment details to downstream applications Create Order SendFulfillmentDetails FulfillmentResponse Sends fulfillment details to downstream applications Create Order GetWorkOrderDetails SimulatedWork OrderDetails Gets work order details from downstream applications Create Order SimulateCompatable OfOrder Checks selected product compatibility Upgrade Device SendFulfillmentDetails CSCFulfillmentResponse Sends fulfillment details to downstream applications Transfer Line VerifyCreditHistory CSCVerifyCredit HistoryResponse Checks Credit History of customer Transfer Line UpdateInventoryDetails CSCBillingResponse Updates inventory details to downstream applications Transfer Line SendBillingDetails CSCBillingResponse sends bill details to billing application Payment Integration (CF-Work) SendPaymentDetails PaymentResponse Sends payment details to payment gateway. Used in Transfer line, Upgrade device,
New Customer Acquisition Journey, and Make payment service cases. Auto Payment Request CSCPaymentResponse Sends payment details to payment gateway. Used in Auto-Payment service
case. Change Service Checks selected product eligibility and compatibility Change Service CPSCCreateOrder SimulateCreateOrder Sends order request to downstream applications Change Service ChangeServiceConnector UpdateChange ServiceDetails Gets order request details from downstream applications Add New Service Checks selected product eligibility and compatibility Add New Service CPSCCreateOrder SimulateCreateOrder Sends order request to downstream applications Add New Service AddNewServiceConnector UpdateAddNew ServiceDetails Gets order request details from downstream applications Cancel Service CPSCCreateOrder SimulateCreateOrder Sends order request to downstream applications Cancel Service CancelServiceConnector UpdateCancel ServiceDetails Gets order request details from downstream applications Get Work Order GetWorkOrderDetails MapWorkOrderDetails Gets work order details from downstreamapplications Check Credit history VerifyCreditHistory VerifyCredit HistoryResponse Checks Credit History of customer Submit order to fulfillment application SendFulfillmentDetails MapFulfillmentResponse Sends fulfillment details to downstream applications Defining guided troubleshooting components
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