In Pega Customer Service, intent tasks are used to expose service cases. A customer service representative (CSR) can select more than one intent task during an interaction with a customer. The selected intent tasks are queued up in a pipeline based on their sequence of selection. By default, the case is created for the task that is selected first. Later when a CSR clicks any of the remaining queued tasks, a case is created and presented in the Interaction portal.
The queuing of tasks helps to reduce the number of cases created when multiple intent tasks are launched.
To queue tasks:
- Log in to Pega Customer Service.
- Click Incoming call dialog.
- Click Add Task and select the tasks that the customer wants you to resolve during the interaction.
- Click Add task(s).
The selected tasks are queued up under the Add Task tab.
Published August 23, 2016 — Updated September 2, 2016