Configuring the customer composite

The tabs section determines what is displayed below the customer details information in the Interaction Portal. The order of the tabs listed on the UX tab determines the order the tabs are shown in the Interaction Portal. Additionally, you can configure logic to determine when a tab should be visible to a CSR.

The content configured for the tab displays in the composites area. You can configure the tab to display tabs, properties, and other views.

To create a new tab on the customer composite

1. From App Studio, click Control Panel.
2. Click Case Types.
3. Click Interaction.
4. Click the UX tab.
5. In the list of views, in the Tabs section, click + Add.
6. Add fields, views, and widgets into the tab.
7. Click Save.

The Utilities area is to give CSRs one-click access to resources that can help them during an interaction. Common examples of utilities are the Pega Knowledge widget and the Customer inquiry widget. The Pega Knowledge widget displays knowledge articles that CSRs can either search for or click on articles suggested to them. The Customer inquiry widget allows agents to capture the details that are discussed with the customer during the interaction.

You configure the Utilities area from the Interaction case. In the views area there is a section for Utilities. You can add or remove Utilities from this section.