Pega Customer Service design patterns

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Portal:Customer Service Design Patterns
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thumb text-top Pega Customer Service™ transforms the way customers are served in digital channels, in the contact center and in the field by enabling clients to differentiate their brands through world-class service experiences that are proactive, frictionless and omni channel.

Overview
Featured Patterns
Knowledgebase Links
Featured Capabilities
Design Patterns
Customer Service PatternsCapability/Industry AreaDescription
Adding new circumstance types in the Manage Customer Circumstance MicrojourneyFinancial ServicesKey extension points in the Manage Customer Circumstance Microjourney that are needed to add, capture and review a new circumstance type.
Adding payment method options to your customer journeyCommunications/AllExplores the reusable payment method components in customer service that can be added to any service case to quickly enable the payment method option in a customer journey.
Adding the Advanced PDF Search component to customer journeysCommunicationsSearch the content of PDF documents and present the results to users
Building a Taxonomy for Pega KnowledgeKnowledge ManagementBuilding Taxonomies for Pega Knowledge Editorial Best Practices
Building high performance into your Customer Service applicationsPerformanceConsiderations and advice for building high-performance Pega Customer Service applications
Comparing data in a customer journey through Compare UICommunicationsBest practices for implementing and using Compare UI
Configuring search for Pega KnowledgeKnowledge ManagementInstructions on how to set up the search functionality in Pega Knowledge
Creating Guided TroubleshootersKnowledge ManagementGuided Troubleshooting Editorial Best Practices
Creating Pega Knowledge articles and leveraging in Customer ServiceKnowledge ManagementSimplify how information and answers are presented to their agents/CSRs
Creating a Self-Service application for Pega Customer ServiceSelf Service MashupBest practices for creating self-service apps on Pega Customer Service
Creating a new implementation application on Pega Customer ServiceApp Configuration and BehaviorsUnderstand the options presented while running the New Application wizard to make informed choices when building a new implementation application.
Creating article tags in Pega KnowledgeKnowledge ManagementPega Knowledge article tags
Creating new email channels in customer serviceInteraction ManagementThe email channel template that is included with Pega Customer Service saves time when you create new email channels.
Customer Service methodolgy for agent interaction and 360 composite data placementCustomer Composite / 360Best practices for designing a customer service application
Efficient wrap-up in Pega Customer ServiceInteraction ManagementUsing the interaction wrap-up feature.
Extend the Add Child Dependent MicrojourneyHealthcareLearn how to extend the Add Child Dependent Microjourney
Extending the View Benefits MicrojourneyHealthcareLearn how to extend View Benefits Microjourney.
Extending the policy selection and payment informationInsuranceSteps for extending the Make Payment Microjourney with new policy selection and payment information options
Extensions in "Bill Search" featureCommunicationsDifferent extension points are available in the Bill Search feature.
How to Configure an express actionCustomer Composite / 360Configuring an express action
How to use OCR and NLP to dramatically simplify customer experiencesCommunicationsExtract text from photos using Pega NLP and Google Vision
Implement Portal Search in Customer ServiceSearchCreate and customize searches in the Pega Customer Service portal.
Implementing DocuSign in Pega Customer Service for InsuranceInsuranceKey extension points in implementing DocuSign in Pega Customer Service for Insurance
Intake and Resolution Email Templates in Customer Service for Financial ServicesFinancial ServicesThe rules and components of the new email templates introduced in Pega Customer Service for Financial Services 8.5
Intelligent Guidance - Suggested Task ReviewsIntelligent GuidanceProviding proactive interaction guidance for CSR's
Intelligent guidance – Dialog, Coaching tips and AlertsIntelligent GuidanceBest practices for creating dialogs, tips, and alerts for CSRs.
Intent Task, Category, Data Source and DriverInteraction ManagementRelationships between rule types in Pega Customer Service
Interaction Portal UX and upgrades - What can I change?Strategic AppsUI and UX guidelines for Pega Customer Service 8.5
Launching a service case from the compositeCase ManagementInstructions on how to launch a service case from the composite screen
Pega IVR IVA integration with AWSIVR IVAPega IVR IVA integration with AWS
Pre-emptively notify customers about benefit issuesHealthcareLearn how to use data flows
Queuing and routing customer requests in Pega ChatChat and MessagingRecommendations for balancing chat queues and agent workloads.
Sending automated emails using new case template frameworkService Cases / TasksBest practices for outbound case emails
Setting up Pega ChatChat and MessagingSuggestions for setting up Pega Chat to handle various customer interactions.
Telephony integration with Pega Customer ServicePega CallEditing Telephony Integration with Pega Customer Service
Using the Member data type in Pega Customer Service for HealthcareHealthcareLearn how you can capture consumer data in Pega Customer Service for Healthcare with the Member data type
Knowledge Management
Design PatternsDescription
Building a Taxonomy for Pega KnowledgeBuilding Taxonomies for Pega Knowledge Editorial Best Practices
Configuring search for Pega KnowledgeInstructions on how to set up the search functionality in Pega Knowledge
Creating Guided TroubleshootersGuided Troubleshooting Editorial Best Practices
Creating Pega Knowledge articles and leveraging in Customer ServiceSimplify how information and answers are presented to their agents/CSRs
Creating article tags in Pega KnowledgePega Knowledge article tags
Pega Call
Design PatternsDescription
Telephony integration with Pega Customer ServiceEditing Telephony Integration with Pega Customer Service
Chat and Messaging
Design PatternsDescription
Queuing and routing customer requests in Pega ChatRecommendations for balancing chat queues and agent workloads.
Setting up Pega ChatSuggestions for setting up Pega Chat to handle various customer interactions.
Interaction Management
Design PatternsDescription
Creating new email channels in customer serviceThe email channel template that is included with Pega Customer Service saves time when you create new email channels.
Efficient wrap-up in Pega Customer ServiceUsing the interaction wrap-up feature.
Intent Task, Category, Data Source and DriverRelationships between rule types in Pega Customer Service
Customer Composite (360)
Design PatternsDescription
Customer Service methodolgy for agent interaction and 360 composite data placementBest practices for designing a customer service application
How to Configure an express actionConfiguring an express action
Service Cases/Tasks
Design PatternsDescription
Sending automated emails using new case template frameworkBest practices for outbound case emails
Self Service Mashup
Design PatternsDescription
Creating a Self-Service application for Pega Customer ServiceBest practices for creating self-service apps on Pega Customer Service
Performance
Design PatternsDescription
Building high performance into your Customer Service applicationsConsiderations and advice for building high-performance Pega Customer Service applications
Industry
Customer Service PatternsCapability/Industry AreaDescription
Adding the Advanced PDF Search component to customer journeysCommunicationsSearch the content of PDF documents and present the results to users
Comparing data in a customer journey through Compare UICommunicationsBest practices for implementing and using Compare UI
Extensions in "Bill Search" featureCommunicationsDifferent extension points are available in the Bill Search feature.
How to use OCR and NLP to dramatically simplify customer experiencesCommunicationsExtract text from photos using Pega NLP and Google Vision
Adding new circumstance types in the Manage Customer Circumstance MicrojourneyFinancial ServicesKey extension points in the Manage Customer Circumstance Microjourney that are needed to add, capture and review a new circumstance type.
Intake and Resolution Email Templates in Customer Service for Financial ServicesFinancial ServicesThe rules and components of the new email templates introduced in Pega Customer Service for Financial Services 8.5
Extend the Add Child Dependent MicrojourneyHealthcareLearn how to extend the Add Child Dependent Microjourney
Extending the View Benefits MicrojourneyHealthcareLearn how to extend View Benefits Microjourney.
Pre-emptively notify customers about benefit issuesHealthcareLearn how to use data flows
Using the Member data type in Pega Customer Service for HealthcareHealthcareLearn how you can capture consumer data in Pega Customer Service for Healthcare with the Member data type
Extending the policy selection and payment informationInsuranceSteps for extending the Make Payment Microjourney with new policy selection and payment information options
Implementing DocuSign in Pega Customer Service for InsuranceInsuranceKey extension points in implementing DocuSign in Pega Customer Service for Insurance