| Customer Service Patterns | Capability/Industry Area | Description |
|---|
| 6 Steps to add new circumstance type in Manage Customer Circumstance Microjourney | Financial Services | Key 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 Knowledge | Knowledge Management | Learn best practices for building taxonomies for Pega Knowledge |
| Building high performance into your Customer Service applications | Performance | Considerations and advice for building high-performance Pega Customer Service applications |
| Comparing data in a customer journey through Compare UI | Communications and Media | Best practices for implementing and using Compare UI |
| Configuring search for Pega Knowledge | Knowledge Management | Instructions on how to set up the search functionality in Pega Knowledge |
| Creating Pega Knowledge articles and leveraging in Customer Service | Knowledge Management | Simplify how information and answers are presented to their agents/CSRs |
| Creating a Self-service application for Pega Customer Service | Self Service Mashup | Best practices for creating self-service apps on Pega Customer Service |
| Creating a new implementation application on Pega Customer Service | App Configuration and Behaviors | Understand the options presented while running the New Application wizard to make informed choices when building a new implementation application. |
| Creating article tags in Pega Knowledge | Knowledge Management | Pega Knowledge article tags |
| Creating custom Ruta scripts for entity extraction | Chat and Messaging | Creating custom entities with Ruta scripts |
| Creating new email channels in customer service | Interaction Management | The 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 template | Service Cases / Tasks | Best practices for creating service cases in App Studio by using the service case template |
| Customer Service methodology for agent interaction and Customer composite data placement | Customer Composite / 360 | Best practices for designing a customer service application |
| Customizing email notifications in Pega Customer Service for Financial Services | Financial Services | Learn 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 Service | Pega Call | Editing Telephony Integration with Pega Customer Service |
| Editing Creating Guided Troubleshooters | Knowledge Management | Guided Troubleshooting Editorial Best Practices |
| Efficient wrap-up of Customer Service interactions | Interaction Management | Using the interaction wrap-up feature. |
| Enabling service cases to smartly extract content from images using Pega NLP and Google Vision | Communications and Media | Extract text from photos using Pega NLP and Google Vision |
| Extend Add Child Dependent Microjourney | Healthcare and Life Sciences | Learn how to extend the Add Child Dependent Microjourney |
| Extending View Benefits Microjourney | Healthcare and Life Sciences | Learn how to extend View Benefits Microjourney. |
| Extending the policy selection and payment information in the Make Payment Microjourney for Pega Customer Service for Insurance | Insurance | Steps for extending the Make Payment Microjourney with new policy selection and payment information options |
| Extensions in "Bill Search" feature | Communications and Media | Different extension points are available in the Bill Search feature. |
| How to add advanced PDF search in a customer journey | Communications and Media | Search the content of PDF documents and present the results to users |
| How to add payment method options to your customer journey | Communications and Media | Explores 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 action | Customer Composite / 360 | Configuring an express action |
| Implement Portal Search in Customer Service | Customer Search and Verification | Create and customize searches in the Pega Customer Service portal. |
| Implementing Add Mobile Service for Pega Case Management Edition | Communications and Media | Learn how to implement the Add Mobile Service case in an external desktop using Pega's Digital Experience (DX) APIs. |
| Implementing Change Beneficiary for Pega Case Management Edition | Insurance | Walkthrough of the Change Beneficiary case type implementation using Case Management capabilities |
| Implementing Claims Inquiry for Pega Case Management Edition | Healthcare and Life Sciences | Learn how to use Pega's case management capabilities in an external desktop. |
| Implementing DocuSign in Customer Service for Insurance | Insurance | Key extension points in implementing DocuSign in Pega Customer Service for Insurance |
| Implementing Fee Inquiry for Pega Case Management Edition | Financial Services | Learn how to implement the Fee Inquiry service case in an external desktop using Pega's Digital Experience (DX) APIs. |
| Implementing Make Payment for Pega Case Management Edition | Service Cases / Tasks | Walkthrough of the Make Payment case type implementation using Case Management Edition capabilities |
| Implementing Patient Assistance for Pega Care Management Edition | Healthcare and Life Sciences | Learn how to implement the Patient Assistance case type in an external desktop by using Pega's Digital Experience APIs |
| Implementing Personal Auto Claim for Pega Case Management Edition | Insurance | Walkthrough of the Personal Auto Claim case type implementation using Case Management Editin capabilities |
| Implementing Replace Card for Pega Case Management Edition | Communications and Media | Learn how to implement the Replace Card service case in an external desktop by using Pega's Digital Experience (DX) APIs. |
| Implementing Statement Copy for Pega Case Management Edition | Service Cases / Tasks | Walkthrough of the Statement Copy case type implementation using Case Managment Edition capabilities |
| Implementing case types using Digital Experience APIs for Pega Customer Service Case Management Edition | Service Cases / Tasks | Learn how to render a Customer Service case in an external desktop using Pega's Digital Experience APIs |
| Intelligent Guidance - Suggested Task Reviews | Intelligent Guidance | Providing proactive interaction guidance for CSR's |
| Intelligent guidance - Dialog, Coaching tips and Alerts | Intelligent Guidance | Best practices for creating dialogs, tips, and alerts for CSRs. |
| Intent Task, Category, Data Source and Interaction Driver | Interaction Management | Relationships between rule types in Pega Customer Service |
| Interactions vs Service cases | Interaction management | The differences between interactions and service cases and advice on how to handle them |
| Launching service cases from the composite screen | Customer Composite / 360 | Instructions on how to launch a service case from the composite screen |
| Member data type in Pega Customer Service for Healthcare | Healthcare | Learn how you can capture consumer data in Pega Customer Service for Healthcare with the Member data type |
| Pega IVR IVA integration with AWS | Chat and Messaging | Pega IVR IVA integration with AWS |
| Pre-emptively notify benefit issues | Healthcare | Learn how to use data flows |
| Queuing and routing customer requests in Pega Chat | Chat and Messaging | Recommendations for balancing chat queues and agent workloads. |
| Sending automated emails using new case template framework | Service Cases / Tasks | Best practices for outbound case emails |
| Setting up Pega Chat | Chat and Messaging | Suggestions for setting up Pega Chat to handle various customer interactions. |
| Using the Pega Product Catalog for Communications for sales journeys | Communications and Media | How to create the required product data in the Pega Product Catalog for Communications |
