Adding new circumstance types in the Manage Customer Circumstance Microjourney
|Description||Key extension points in the Manage Customer Circumstance Microjourney that are needed to add, capture and review a new circumstance type.|
|Version as of||8.5|
|Capability/Industry Area||Financial Services|
The Manage Customer Circumstance Microjourney™ in Pega Customer Service™ for Financial Services provides a framework to support complex flows, using which customers can report rare events that require special handling. For example, COVID-19, storms, and other natural disasters can impact a customer's ability to repay bank liabilities; a car accident would require designation of a proxy. By default, this Microjourney supports intake and verification of documents for 3 special circumstance types: Health matters, Natural disasters, and Epidemics. In this article, you will find the key extension points required to add a new circumstance type and capture the required details as part of the Intake stage of this Microjourney.
Overview of the Manage Customer Circumstances Microjourney
Some of the key features of the Manage Customer Circumstance Microjourney include:
- Provide customers with simple options for submitting required information, either through the web self-service portal of the bank, or by contacting the bank's contact center or a branch.
- Customers can also securely upload required documents through a web self-service portal, or by visiting a branch,or by mailing the documents to a back office.
- Bank employees who review the submitted documents can decide whether to approve or deny the request, or to ask the customer for additional documentation.
- This Microjourney also provides extension points, to add extra steps for processing of the request.
- This Microjourney uses standard email templates that can be easily customized, for notifying customers at various stages during the process.
Before you begin
This article does not cover the pre-requisite steps for setting up development infrastructure, such as applications, rulesets, branches and access groups, that are required for making customizations.
Step 1. Add a new circumstance type for selection
The D_CircumstanceTypes data page retrieves the list of circumstance types and their subtypes (if any). By default, this data page is sourced from the LoadCircumstanceType data transform.
You can modify the source of this data page to retrieve the circumstance types from an external system. Alternatively, you can modify the LoadCircumstanceType data transform and add another circumstance type.
Step 2. Add a new section to capture the details of the new circumstance type
The CaptureCircumstanceDetailsExtn section helps with adding new sections to capture required information for newly added circumstance types.
You can embed one section for each new circumstance type and load them conditionally. Refer to the pattern followed in the CircumstanceDetails section by default. If you need to add only one new circumstance type, you can add the required fields to the CaptureCircumstanceDetailsExtn section itself.
Step 3. Enable the CaptureCircumstanceDetailsExtn section
The DisplayCaptureDetailsExtn when rule is used to enable your custom sections to capture details for newly added circumstance types.
In these example steps, you can modify the condition in the DisplayCaptureDetailsExtn when rule to enable the capture of details for the newly added circumstance type.
Step 4. Add read-only sections to review captured details for the new circumstance type
The ReviewCaptureDetailsExtn section helps with adding new sections to review captured information for newly added circumstance types.
You can embed one section for each new circumstance type and load them conditionally. Refer to the pattern followed in the ReviewCaptureDetails section by default. If you need to add only one new circumstance type, you can add the required fields to the ReviewCaptureDetailsExtn section itself. Ensure that these fields are set to read-only format.
Step 5. Add required documents for the new circumstance type
The D_RequiredDocs data page retrieves the list of required documents given the circumstance type. By default, this data page is sourced from the LoadCircumstanceType data transform.
You can modify the source of this data page to retrieve the list from an external system. Alternatively, you can modify the RequiredDocs data transform and add another circumstance type.
Step 6. Add new circumstance details in the email notification
The CircumstanceSummary section is embedded in the body of the email notifications and displays the circumstance details in a tabular format. Individual paragraph rules for each circumstance type are embedded in this section. You can also include a new paragraph rule to display the details of the newly added circumstance type.
Run the Manage Customer Circumstance case now and you should be able to see the newly added circumstance type, and be able to capture and review details for it. Also, check whether the email verification notification correctly displays the captured information.
For more detailed information about this Microjourney and a list of other extension points, see the Pega Community document Manage Customer Circumstance.