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Configuring suggested work item reviews


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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.

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