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Launching a service case from the composite

Updated on March 16, 2021

It is easier and more efficient to launch a service case directly from the composite rather than using the Add Task menu. For example, you want to display an Edit link next to the customer's address to enable a customer service representative (CSR) to change an address more quickly.

Pega Customer Service Implementation Guide
  1. In the Interaction Portal, click Live UI and determine the section where you want to launch the service case.
  2. Click the Open rule in Dev Studio icon to open that rule in Dev Studio.
  3. Add a UI element, for example a button or link, into the section where you want to launch the service case.
  4. Click the View properties icon to configure the UI element.
  5. Click Actions.
  6. Click Create an action set.
  7. Click Add an event.
  8. Click Click.
  9. Click Add an action.
  10. Click All actions.
  11. Click Create work.
  12. Specify the Class Name and Flow Name of the service case that you want to launch.
  13. Click OK.
  14. Save your updated section.
  • Previous topic Configuring content for customer composite tabs (Admins only)
  • Next topic Timeline view of customer events

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