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
6 Steps to add new circumstance type in 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.
Best practices for building a taxonomy for Pega KnowledgeKnowledge Management ApplicationLearn best practices for building taxonomies for Pega Knowledge
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 UICommunications and MediaBest practices for implementing and using Compare UI
Configuring search for Pega KnowledgeKnowledge Management ApplicationInstructions on how to set up the search functionality in Pega Knowledge
Creating Pega Knowledge articles and leveraging in Customer ServiceKnowledge Management ApplicationSimplify 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 Management ApplicationPega 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.
Creating service cases in App Studio by using the service case templateService Cases / TasksBest practices for creating service cases in App Studio by using the service case template
Customer Service methodology for agent interaction and Customer composite data placementCustomer Composite / 360Best practices for designing a customer service application
Customizing email notifications in Pega Customer Service for Financial ServicesFinancial ServicesLearn how to use the rules in the Intake and Resolution email templates to customize email notifications in Pega Customer Service for Financial Services.
Edit Telephony Integration with Pega Customer ServicePega CallEditing Telephony Integration with Pega Customer Service
Editing Creating Guided TroubleshootersKnowledge Management in CSGuided Troubleshooting Editorial Best Practices
Efficient wrap-up of Customer Service interactionsInteraction ManagementUsing the interaction wrap-up feature.
Enabling service cases to smartly extract content from images using Pega NLP and Google VisionCommunications and MediaExtract text from photos using Pega NLP and Google Vision
Extend Add Child Dependent MicrojourneyHealthcareLearn how to extend the Add Child Dependent Microjourney
Extending View Benefits MicrojourneyHealthcareLearn how to extend View Benefits Microjourney.
Extending the policy selection and payment information in the Make Payment Microjourney for Pega Customer Service for InsuranceInsuranceSteps for extending the Make Payment Microjourney with new policy selection and payment information options
Extensions in "Bill Search" featureCommunications and MediaDifferent extension points are available in the Bill Search feature.
How to add advanced PDF search in a customer journeyCommunications and MediaSearch the content of PDF documents and present the results to users
How to add payment method options to your customer journeyCommunications and MediaExplores 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.
How to configure and express actionCustomer Composite / 360Configuring an express action
Implement Portal Search in Customer ServiceCustomer Search and VerificationCreate and customize searches in the Pega Customer Service portal.
Implementing DocuSign in Customer Service for InsuranceInsuranceKey extension points in implementing DocuSign in Pega Customer Service for Insurance
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 Interaction DriverInteraction ManagementRelationships between rule types in Pega Customer Service
Interaction Portal UX and upgrades - what can I change?User InterfaceUI and UX guidelines for Pega Customer Service 8.5
Interactions vs Service casesInteraction managementThe differences between interactions and service cases and advice on how to handle them
Launching service cases from the composite screenCustomer Composite / 360Instructions on how to launch a service case from the composite screen
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
Pega IVR IVA integration with AWSChat and MessagingPega IVR IVA integration with AWS
Pre-emptively notify 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.
Using the Pega Product Catalog for Communications for sales journeysCommunications and MediaHow to create the required product data in the Pega Product Catalog for Communications
Knowledge Management

There are no design patterns for this featured capability

Pega Call
Design PatternsDescription
Edit Telephony Integration with Pega Customer ServiceEditing Telephony Integration with Pega Customer Service
Chat and Messaging
Design PatternsDescription
Pega IVR IVA integration with AWSPega IVR IVA integration with AWS
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 of Customer Service interactionsUsing the interaction wrap-up feature.
Intent Task, Category, Data Source and Interaction DriverRelationships between rule types in Pega Customer Service
Customer Composite (360)
Design PatternsDescription
Customer Service methodology for agent interaction and Customer composite data placementBest practices for designing a customer service application
How to configure and express actionConfiguring an express action
Launching service cases from the composite screenInstructions on how to launch a service case from the composite screen
Service Cases/Tasks
Design PatternsDescription
Creating service cases in App Studio by using the service case templateBest practices for creating service cases in App Studio by using the service case template
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
6 Steps to add new circumstance type in 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.
Customizing email notifications in Pega Customer Service for Financial ServicesFinancial ServicesLearn how to use the rules in the Intake and Resolution email templates to customize email notifications in Pega Customer Service for Financial Services.
Extend Add Child Dependent MicrojourneyHealthcareLearn how to extend the Add Child Dependent Microjourney
Extending View Benefits MicrojourneyHealthcareLearn how to extend View Benefits Microjourney.
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
Pre-emptively notify benefit issuesHealthcareLearn how to use data flows
Extending the policy selection and payment information in the Make Payment Microjourney for Pega Customer Service for InsuranceInsuranceSteps for extending the Make Payment Microjourney with new policy selection and payment information options
Implementing DocuSign in Customer Service for InsuranceInsuranceKey extension points in implementing DocuSign in Pega Customer Service for Insurance