
Troubleshooting Customer Interaction issues
Explore examples of issues that you can encounter during customer interactions, possible causes, and how to troubleshoot them.
Customer Search issues
If you interact with an unknown caller and the Search by list is blank or the search results are not displayed properly, it is possible that the authentication profiles or the REST service setup is incorrect.
Possible cause 1: Authentication profiles and client registration errors
Use the following steps to verify whether the authentication profiles use the correct configuration:
- Log in to Dev Studio.
- In the navigation pane of Dev Studio, click Records > Security > Authentication profile.
- Click CDM_OAuth_CS
- Ensure that the Client Identifier, Client Secret, and Endpoint Configuration follow the correct configuration according to the implementation guide.
- Click Save.
Note: You might need to regenerate the client secret for the authentication profile. To regenerate the secret, click Records>Security>OAuth 2.0 Client registration. Locate the Client Name that matches the Profile Name, and then open it. Click Regenerate client secret, and then click View and download.
- Ensure that all the out-of-the-box profiles and any additional profiles you might have created are properly configured. There are four profiles provided by default:
- CDM_OAuth_CSApp
- CDM_OAuth_CSInfra
- CDM_OAuth_CSCases
- CDM_OAuth_CS
Note: For more information, see Setting up OAuth authentication.
Possible cause 2: Rest services incorrectly configured
If the configuration of the authentication profiles is correct, a trace on the REST service might provide additional information.
- Log in to Dev Studio.
- In the navigation pane of Dev Studio, click Records > Integration-Services > Service REST.
- In the URI template column, click filter.
- In the Search Text field, enter Search, and then click Apply.
- In the URI template column, click entity_search.
Tracing this rule can help identify the root cause of the customer search not functioning.
Customer Verification issues
This section covers two scenarios that you can encounter regarding customer verification.
Possible issue 1: The Customer verification process is not displayed
Use the following steps to confirm that the customer verification works properly:
- Log in to App Studio.
- In the navigation pane of App Studio, click Control Panel > Case types, and then select the Case Type for which you encounter this issue.
- Click Case processing options.
- In the Customer verification section, confirm that one of the following options is active:
- Same question category for all customers.
- Dynamic question categories using business conditions.
- Confirm that the appropriate question category is active.
- If you apply any changes, click Save.
Note: For the Interaction case type, steps 1 to 5 are sufficient. For other case types, you also must update a decision table in Dev Studio.
For Case Types other than the Interaction Case, perform these additional steps:
- Log in to Dev Studio.
- In the header of Dev Studio, in the search bar, enter DetermineVerificationApplicability.
- Click Decision Table DetermineVerificationApplicability.
- Click Private edit > Continue with private edit.
- In the Return column, in the row that corresponds to the Case Type to which you are applying customer verification, enter YES.
- Click Save.
Possible issue 2: The Answer column does not populate
Check whether the correct field maps in the question category. If yes, and the Answer column populates for some customers but not others, the most probably root cause is an issue with the data itself. Begin by verifying the question category:
- Log in to App Studio.
- In the navigation pane of App Studio, click Control Panel > Interaction Behavior > Customer Verification.
- In the Question category column, click the title of the question category that you want to verify.
- Ensure that the correct fields map to each question.
If the question category maps correctly and the answer column populates for some customers but not others, it is likely an issue with the data itself. To verify if there is an issue with the data, follow these steps:
- Log in to Dev Studio.
- In the navigation pane of Dev Studio, click App, and then select or search for the class that corresponds to the Case Type in which the issue occurred.
- In the Case ID column, click the Case where the system triggered customer verification, but the answer column was blank.
- In the lower-right corner of Dev Studio, click Clipboard.
- Expand pyWorkPage, and then click Contact.
The Clipboard page pyWorkPage.Contact shows all the data that was present during the interaction. If data here is missing, it confirms that the customer data caused the issue and that you must update this information. After you update the customer data, the Answer column during the customer verification is properly displayed. The following figure shows a contact with missing data:
The following figure shows a contact where the data is displayed:
Customer service account issues
Possible issue 1: The composite does not refresh when changing service accounts
During interactions with customers who own multiple service accounts, it can happen that the composite does not change to represent the data of the currently selected service account correctly. If so, you must confirm whether the fields that make up the View are configured correctly. Use the following steps:
- Log in to App Studio.
- In the navigation pane of App Studio, click Control Panel > Case Types > Interaction.
- Click UX.
- On the Full Page View, in the Tabs section, click Accounts.
- Click Select service account.
- Confirm that the Select service account field uses the Case Reference property.
- Click back, and then click Service account details.
- Confirm that the fields under you expect to update when the service account changes link to the ServiceAccount_Case page.
Some examples are Amount due, Due date, and Account status.
You must reconfigure any field that must update and does not link to ServiceAccount_Case page.
Note: that not all fields should update when you change the service account. One example of this is the Account owner field.
Possible issue 2: The customer verified successfully, but the Service accounts list is empty
The first thing to check is if service accounts are associated with the respective client, which you do by using the Data portal. Use the following steps:
- Log in to Dev Studio.
- In the header of Dev Studio, click Launch portal > Data Portal.
- In the navigation pane of Data Portal, click Contacts, as shown in the following figure:
- In the list of all contacts, click the name of the contact that you want to verify.
- Click Related service accounts.
Any service account that is associated with that contact is displayed in the Service account relationships section. If there are none, the Select Service accounts list is empty. You must associate a new service account with the contact in such cases.
You can verify the same information alternatively by using Dev Studio. First, take note of the contact ID displayed on the name of the contact (in this example CON-009). Then, use the following steps to verify:
- Log in to Dev Studio.
- In the navigation pane of Dev Studio, click App.
- Search for Common-LDM-Entity.
- Click Service account > Data Model > Data Page.
- Click D_ServiceAccount_List.
- Click Actions > Run.
- Complete the following parameters:
- In the Profile field, enter SERVICEACCOUNT_SUMMARY_LIST.
- In the searchCriteria, field, in {"Contact":{"ContactID":"CON-009"}}, replace CON-009 with the contact ID of the contact that you want to check.
- In the RelationType field, enter SERVICEACCOUNTSTOCONTACT.
- Click Run.
The number of service accounts associated with the contact is displayed in the Value column, corresponding to the pxResultCount row.
Note: If the Data Portal shows service accounts linked to the account, but the Data Page shows none, then the issue is likely the Data Page itself. If the system shows that there are linked accounts in both the Data Portal and the Data Page, but the list is empty, there is likely an issue with the View that contains the list.
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