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Configuring suggested work item reviews

Updated on March 16, 2021

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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