Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Recommended methodologies

Updated on December 3, 2021

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).


Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us