The Manager operator uses a Case Manager portal in the CableConnect application. The Manager operator (manager.cableco) adds a discount in service requests if the Representative operator selects the Send to Manager for Discounts checkbox. Additionally, the Manager operator can create service requests, view all work queues in the application, open and resolved cases, teams, and reports. 

Prerequisites

The Manager operator requires the CableConnect application. Therefore, ensure that the CableConnect application has been imported into Pega Platform. For more information, see Importing CableConnect. 

Add discount in service request

1. Log into Pega Platform with the manager.cableco ID to open the CableConnect application.
    
2. In the application dashbaord, click My Work to open the work queue. Service requests awaiting the Manager operator action are displayed here.
    
3. Select a service request by clicking its name or service request number. The application displays the service request details.

   

4. Enter the discount amount in the Customer Discount text box, and then click Submit. The application adds the discount amount to the service request, and then routes the service request to the work queue of the Technical operator.