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Configuring Upgrade device service case eligibility

Updated on December 13, 2017

Pega Customer Service for Communications provides the Upgrade device service case, which suggests that Customer Service Representatives (CSRs) notify customers that they should upgrade their registered mobile devices.

When this service case is initiated, CSRs can see the list of registered mobile devices that are eligible for an upgrade. This case uses Pega Customer Decision Hub to provide upgrade devices offers to the customer. This service case also manages the activation status of both the customer's current and new devices. You can configure the eligibility for upgrade using the ConfigureUpgradeDevice decision table.

To configure Upgrade device service case eligibility, complete the following steps.

  1. Log in to Designer Studio as a manager.
  2. Click Launch > Interaction portal.
  3. In the left navigation panel, click Manager Tools.
  4. In the Case Configurations > Configure upgrade button section, click Edit.
  5. Edit the Activation Date (in months) and Return column values, or add conditions based on your business needs.
  6. Click Save.
Integrate the Upgrade device REST connectors with your implementation application. For more information, see the Customer Service for Communications Implementation Guide.

For example, the Activation Date is configured to be six months for a device. Once the customer device passes the activation date, a launch icon is displayed in the Upgrade column.

The launch icon displayed in the Upgrade column

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