Coexistence in Pega Customer Service using Pega Process Fabric Hub
Pega Customer Service™ uses Pega Process Fabric Hub to achieve coexistence between UI-Kit applications and Constellation applications. The Coexistence feature enables you to run Pega Customer Service UI-Kit application service cases in Constellation applications. Coexistence plays a crucial role in business scenarios that are in the process of migrating from UI-Kit applications to Constellation applications.
Pega Customer Service Coexistence design with Pega Process Fabric Hub
The Pega Customer Service UI-Kit application and Pega Customer Service Constellation are both remote applications. To achieve the coexistence of service cases between these two applications, you must register both applications in a Pega Process Fabric Hub application. Once you have registered and activated these applications in the Pega Process Fabric Hub application, the data is synchronized, and a common Case Type registry is created in Pega Process Fabric Hub. This means that the Case Types from both the applications that are exposed to Pega Process Fabric Hub, are available in Pega Process Fabric Hub. This design eliminates the need for you to create any direct integration between the remote applications. All the service cases can be worked upon through a single, centralized Pega Process Fabric Hub application.
Note: All the Pega Customer Service applications that you want to register on Pega Process Fabric Hub must be release 24.2 or later.
Advantages of Coexistence with Pega Process Fabric Hub
Implementing the Coexistence feature through Pega Process Fabric Hub has certain advantages:
- You can view and work on UI-Kit cases in the Customer Service Constellation interaction portal.
- Customer service representatives (CSRs) can launch remote cases from the Add cases menu in the Customer Service Constellation application.
- Pega Process Fabric allows for a straight-forward application registration and configuration process.
- Behavior is consistent between UI Kit cases and Constellation cases.
- No need to create any proxy cases in Pega Process Fabric Hub.
- CSRs can view and work on remote cases from non-CS application, such as Sales Automation (Theme-Cosmos).
- You can register other Tradition UI platform applications in the same way that you would register an older Customer Service application.
Limitations of Coexistence with Pega Process Fabric Hub
- CSRs can't search across Pega Process Fabric Hub while connected from an application to the Pega Process Fabric Hub.
- You can process Customer Service Constellation cases from Customer Service UI-Kit applications by using Customer Service Coexistence only. Pega Process Fabric Hub-based solution is not yet available in this scenario.
- CSRs cannot process remote Platform Constellation cases from the Customer Service Constellation portal during an interaction.
- Knowledge articles and Voice AI are not supported for remote case types.
You have reached the end of this topic. You learned about:
- The Coexistence feature of Pega Customer Service
- The design of Coexistence in Pega Customer Service with Pega Process Fabric Hub
- Advantages of Coexistence with Pega Process Fabric Hub
- Limitations of Coexistence with Pega Process Fabric Hub
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