Configuring suggested work item reviews
During customer interactions, Pega Customer Service can suggest the review of a pending work item to a CSR.
Pega Customer Service
Implementation Guide
To configure the suggested work item review, copy the
CAReviewServiceItems rule from one of the following rulesets to your
application ruleset, and then configure the rule based on your business requirements.
- For all applications except Pega Customer Service for Insurance, copy from the PegaAppCA ruleset.
- For Pega Customer Service for Insurance, copy from the PegaInsureCPM ruleset.
For more information, see Configuring suggested work item reviews.
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