The Representative operator (rep.cableco) creates a service request on behalf of the customer when a customer contacts the service provider. In addition to creating a service request, a Representative operator can also request a discount. If the service request contains a discount request, the application routes the service request to the Manager operator first for discount application, and then to the Technical operator. Otherwise, application directly routes the service request to the Technical operator.
Prerequisites
The Representative operator requires the CableConnect application Therefore, ensure that the CableConnect application has been imported into Pega Platform. For more information, see Importing CableConnect.
Create a service request
Log into Pega Platform with the rep.cableco ID to open the CableConnect application.
The Representative operator's main screen
On the application dashboard, click New > Service. The service request form opens.
Service ID displayed in the service request form
The application assigns a Service ID to the service request. You can use the service request ID to track the request status.
Enter the customers details, such as name, email address, and expected service date in the Customer section, and then click Submit.
Customer info section for the customer details
Enter the customers address in the Address section, and then click Submit.
Address section for the customer address details
Select the services required in the Services section, select each service type to open the corresponding options, and then click Submit.
Service section listing the service types and offerings
(Optional) Enter a recommended discount amount in the Notes text box, and then select the Send to Manager for Discount checkbox.
Notes section with the recommended discount amount
Click Submit to create the service request. You can verify the service request from the Recent section.
Service request details
If the Representative operator does not add discount request in the service request, the application routes the service request directly to the Technical operator (tech.cableco) for service fulfillment. Otherwise, the application routes the service request to the Manager operator (manager.cableco) for discount approval, and then to the Technical operator.
If the Manager operator adds a discount amount, the application updates the service request with the discount amount. The following figure shows the updated service request in the Recents section:
Updated service request after the Manager operator adds a discount amount
The application updates the service request again after the Technical operator fulfills the service in the application.
Updated service request after the Technical operator fulfills the service request
