Configuring suggested work item reviews
During customer interactions, Pega Customer Service can suggest the review of a pending work item to a CSR.
To configure the suggested work item review, copy the CAReviewServiceItems rule from one of the following rulesets to your application ruleset, and then configure the rule based on your business requirements.
- For all applications except Pega Customer Service for Insurance, copy from the PegaAppCA ruleset.
- For Pega Customer Service for Insurance, copy from the PegaInsureCPM ruleset.
For more information, see Configuring suggested work item reviews.