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Remote case types

Updated on December 3, 2021

In organizations that use multiple Pega Platform applications, CSRs can use the Interaction Portal in Pega Customer Service to seamlessly process service cases for other Pega applications.

By using a single interface to process work for multiple Pega Platform applications, the CSRs can work more efficiently without having to switch portals to process work.
Pega Customer Service Implementation Guide

For example, CSRs can process both an address change and a claim from the Interaction Portal. The following figure shows how CSRs can use the Interaction Portal to processing incoming requests from multiple Pega applications:

Process case types for multiple Pega Platform applications
CSRs can use one user portal to process case types for multiple Pega Platform applications

As shown in the following figure, the Interaction Portal Add Task menu can display tasks for both your Pega Customer Service application and other Pega Platform applications.

Show tasks for other Pega Platform applications
Tasks for other Pega Platform applications are displayed on the Add Task menu

The other Pega Platform applications are remote applications, and their case types are remote case types. Your Pega Customer Service application is the local application and the case types are the local case types.

The local application requiresPega Platform version 8.7 or later for Theme UI-Kit, and the remote application requires Pega Platform version 8.x or later of for Theme UI-Kit (Pega Platform version 8.5 or later is recommended).


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

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