The two recommended methodologies are described. For more information, you can review the specific Microjourney Wiki articles.
Pega Customer Service Implementation Guide
- Rebuild UX
- Specialize and rebuild only the UI/UX for the case types so that they work with DX APIs and use the existing flow rules built for the Interaction portal or self-service. Place these specialized rules in a separate ruleset and include it in your implementation application stack. For details, see the appropriate link in the table below for examples of the specific case type and methodology.
- Create specialized parallel flows
- Create a specialized (parallel) flow for the External Desktop and rebuild the UX so that it complies with the v1 APIs. This flow is invoked when a case is launched or processed by using DX APIs. In the event that the solution supports both an external-CSR desktop and a self-service portal, there are two parallel flows – one for the external-CSR desktop UI and another for the self-service UI as applicable. You can place the code constructs in the same ruleset or application because the flow that is used for the DX APIs is different from the base flows (Interaction Portal).
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