Integrating Industry Applications with Pega Customer Service

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Integrating Industry Applications with Pega Customer Service

Description Integrating Industry Applications with Pega Customer Service
Version as of 8.2
Application Pega Government Platform
Capability/Industry Area Government



Integrating Industry Applications with Pega Customer Service[edit]

The Pega Customer Service (CS) product offers features needed to build typical customer service representative (CSR) call-center support applications. CS provides a CSR/Operator conversational dialogs woven together with service tasks (case types) presented through an intent-driven user interface called the Interaction Driver.

Case open in the interaction driver
Case open in the interaction driver


With no additional development a CS process can invoke any case type available in the application rule stack. Given a specific case type, CS will:

  • Call the rule-resolved pyStartDefault activity for the specified case type’s work class
  • Pass process control to the resulting flow
  • Receive process control when that flow ends

If the case type invoked in this way is a descendant of main CS case type ancestor class PegaCA-Work, then the flow UI will present the Interaction Driver, which is embedded in the default CS harnesses, along with any dialogs and tasks associated with the case type. However, if the case type does not have an ancestor of PegaCA-Work, e.g., is from an underlying Built-On application, then some development effort will be required to extend the benefits of the Interaction Driver to those underlying Built-On case types.

The CS Interaction Driver is implemented as a customization to standard Pega harnesses. The key components are:

  1. The PegaCA-Work sections CPMPerformIncludes and CPMPerformIncludesTasks which implement the Interaction Driver User Interface. These sections are included in the following CS harnesses:
    • New
    • Perform, PerformScreenFlow
    • TabbedScreenFlow, TabbedScreenFlow7
    • TreeNavigation7
  2. The PegaCA-Work activity NewDefaults which manages the initialization of the Interaction Driver and Dialog data structures.
  3. The PegaCA-Work activity PerformDefaults which manages the list of case types in the Interaction Driver’s task area.  
  4. CS Service Tasks.
  5. CS Scripted Dialogs associated with steps in a case flow.

Case Study: Extending Pega Government Platform with Pega Customer Service[edit]

The following tutorial will create a new Customer Service Implementation stack that extends the PGP Complaints application fully supporting the CS Interaction Driver in the underlying Built-On application’s case types.

Overview[edit]

  1. Create a new CS Implementation layer using the New Application wizard.
  2. Edit the new application to include PGPComplaints in the list of Built-On applications.
  3. Override the Perform and Confirm harnesses for the PGPComplaints case types in the new implementation layer.
  4. Override the NewDefaults and PerformDefaults activities for the PGPComplaints case types in the new implementation layer.  
  5. Override the DPLoadContact activity for the CS Contact list in the new implementation layer and modify it to populate the CS AppContact page with the values from the PGP Complaints D_Person data page (Pass the Parameter ContactId to Data page param ID).
  6. Override the LoadOptionMapList data transform in the new implementation layer and modify it to load option pairs for PGP drop-down lists from the appropriate implementation layer data page.
  7. Override the PegaPS-Data-Context-Application D_AppContext data page (dynamic class referencing) in the new implementation layer with the D_AppContext from the new CS implementation layer.
  8. Add CS appropriate CS Dialogs and associate them with PGPComplaint case types.