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Creating an Intent when record

Intent When records

In Pega Customer Service™, you can create Intent When rules that can be used in configuring service cases. Intent When records allow you to prescriptively define when a case should be suggested. The service cases can be configured with criteria provided by the Intent When rule. This criteria determines when the service case appears during an interaction. You can also decide if this service case should be a task, a suggestion, or auto launched in an interaction.

Let us create an Intent When record that checks for a balance over $10,000. Then use an Intent When record as criteria for the New Account service case to determine if it should be suggested.

Creating the Intent When record

  1. In Dev Studio, click Records.
  2. Navigate to Decision > Intent When. Right click and select Create.
    1. In the Label field, enter the High Balance.
    2. In the Development branch drop down, select No branch.
    3. In the Apply to field, enter the PegaCA-Work-Interaction
    4. In the Add to ruleset drop down, select PegaCS-Sample.
    5. Version: 08-02-02
  3. Click Create and open.
  4. Configure an Intent When record.
    1. In the Label field, enter a.
    2. In the Data source field, select the existing data source account.
    3. Click the arrow at the Label field.
    4. In the FIELD field, select the .AvailableBalance property.
    5. In the operation field, choose Greater.
    6. In the value field, enter 10000.
    7. In the criteria logic field, enter the label a.
    8. Save your Intent When record.

Using the Intent When rule in service case

You add an Intent When record to a service case to determine when this case should be recommended.

To configure a service case:

  1. In the Dev Studio, click Case types.
  2. Open the service case in which you want to use the Intent When record.
  3. Click the Settings tab and click the Service request options section from the left panel.
  4. In Service request options window, complete the following steps and click Save.
    1. In the Suggest service request when field, select the newly created Intent When rule High Balance.
    2. In the Action field, select Suggested, Queue or Auto launch as per the requirement.
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