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Suggesting Tasks in Interactions

System architects that need to control when service cases are visible using Intent when records.

Pega Customer Service™ allows service cases to be suggested to customer service agents while they are in an interaction with a customer. This helps provide a positive experience as it helps guide a customer service representative by being proactive with a customer.

What you'll learn

By the end of this course, you will be able to successfully:

  • Define when to use Intent When rules
  • Create an Intent When rule

Course Outline

  1. Suggesting Tasks in Interactions

    • Before you begin
    • Show me how to create an Intent When record
    • Let me create an Intent When record
    • Before you leave

Choose Your Format

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  • Skill Level


  • Duration

    30 minutes

  • Platform Version


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