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Dynamic Class Referencing

Dynamic Class Referencing (DCR) is a pattern that enables you to avoid hard-coding of class names, flow names, and workbasket names so that the implementation layers can easily extend the application.

Pega Customer Service implemented the DCR approach using data page and data transforms. The approach helps a specialized layer that is built on the horizontal layer to Save-As the data transform rules in the specialized layer ruleset to update the class names, flow names, and update or add additional property mappings. The approach dynamically sets the specialized layer class names, flow names, and any other values to the appropriate clipboard pages at run time.

To configure DCR on an existing application, do the following steps:

  1. Log in to the Pega Customer Service Specialized application.
  2. Search and open the Declare_CAApplicationSettings data page.
    Data page form
  3. In the Save list, click Specialize by class or ruleset to copy the data page into your implementation layer ruleset.
  4. Complete the form with the following information.
    • Label – The name and description of class or implementation class.
    • Apply to – The class in the specialized layer extended class, for example, PegaCA-Admin-ApplicationSetting.
  5. Click Create and Open.
  6. Enter the field details based on your configuration settings.
  7. Enter a specialized class name that inherits from PegaCA-Admin-ApplicationSetting in the Object type field.
As a best practice, you can create a new class extending from PegaCA-Admin-ApplicationSetting in the implementation layer and configure Data Transform in the implementation layer with only required properties to easily consume Pega Customer Service layer settings coming in future releases.
  1. Perform the following actions in the Data sources section:
    • From the Source list, click Data Transform.
    • Enter Applicationsettings in the Data transform name field.
    • Click Open rule in Designer Studio to open the data transform rule.
  2. Refer to the following application configuration settings table to update the properties based on your implementation layer settings.
If you are upgrading from earlier versions of Pega Customer Service, configure the following properties in the Applicationsettings data transform from values in the CAApplicationSettings Map value rule in the implementation Layer.
Field Name Description Default Value
Site-Specific Prefix Specifies a prefix that is used with the Pega 7 Case Designer. The Case Designer adds the prefix to flow rules and SLA rules created for easier identification. CA
Composite Search Default

Controls the default tab that displays when the search interaction and service items are selected from the composite.

  • Set the value as Service Items to make the Service item tab the default search tab.
  • Set the value as Interaction Items to make the Interaction tab the default search tab.
Supported in legacy portals only.
Service Items
Flow Type Determines how Pega Customer Service flows are presented in the designer portal. Valid values are Modeler or Visio. Modeler
Auto Refresh My Work?

Set the value as true to refresh the user worklist on the dashboard whenever they return to their dashboard if they have completed an interaction or work item/case.

Supported in legacy portals only.
True
Allow Duplicate Task Open?

Determines whether users are allowed to open multiple instances of the same service process during an interaction. Select true to allow CSR to launch the same service process in parallel. For example, opening 3 of the same service processes at the same time during an interaction.

Supported in legacy portals only.
True
Display Call Volume? Set the value as true to display the Contact Center Volume alerts gadget on the Pega Customer Service Interaction Portal. True
Call Volume Refresh Rate (sec) Set the refresh rate in seconds for the Contact Center Volume alerts gadget. 120
Alert Gadget Refresh Rate (sec) Set the refresh rate in seconds for the Messages and Alerts gadget displayed on the dashboard. 120
Call Timer Refresh Rate (sec) Set the refresh rate in seconds for the interaction call timer in the customer thumbnail. 1
Pega Customer Service Default To Report Browser?

Set the option as true to display the Report Browser in the Pega Customer Service Interaction Portal, and the Pega Customer Service Account Manager Portal. When the option is set to false, the Analytics tab displays in the above portals.

Supported in legacy portals only.
True
Refresh Driver Section?

Set the option as true to allow Sections in the Interaction Driver to automatically refresh with certain UI events so the Sections remain “in-context” with the current process.

Supported in legacy portals only.
True
Populate RDE Report Properties? Set the option as true to populate the RDE date properties. For example, RDEDay and RDEMonth, are used in Pega Customer Service reports prior to CPM 6.3 SP2. If an implementation does not include any custom reports that use the RDE properties, set the option to false. True
Interaction Task Logging

This setting supports backward compatibility to existing flows that call the CAAddHeaderTask and CALogWorkObject. Set to false to enable backward compatibility.

Supported in legacy portals only.
True
Inflight Processes Warning During Wrap Up Set the option as true to trigger a warning message alerting the user that a service process is still in-flight when the WrapUp button is clicked. Setting this option to false will not trigger the in-flight warning message. True
NBA Adapter Enabled? Set the option as Local, Remote or None to enable Pega Customer Service to interact with the Next Best Action Marketing application to drive various offers and guidance on the CSR’s Next Best Action. False
The CPMInterfaceLayerSettings Data Transform is used to configure interface classes. It is recommended that implementation users update this Data Transform with implementation layer interface/Data layer classes.
  1. Select the Call superclass data transform check box.

The existing application is configured to use DCR.

Starting in Pega Customer Service 7.1.4, the CAApplicationSettings Map value is deprecated and should not be used.

Published March 1, 2016 — Updated April 14, 2016


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