Intelligent guidance – Dialog, Coaching tips and Alerts

From PegaWiki
Intelligent guidance – Dialog, Coaching tips and Alerts /
Revision as of 18:11, 7 September 2020 by User351 (talk | contribs) (Added details of Customer service Dialog, Coaching tips and Alerts are added.)

(diff) ← Older revision | Approved revision (diff) | Latest revision (diff) | Newer revision → (diff)
Jump to navigation Jump to search


Curator Assigned
Request to Publish
Description
Version as of
Application
Capability/Industry Area

↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓ Please Read Below ↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓

Enter your content below. Use the basic wiki template that is provided to organize your content. After making your edits, add a summary comment that briefly describes your work, and then click "SAVE". To edit your content later, select the page from your "Watchlist" summary. If you can not find your article, search the design pattern title.

When your content is ready for publishing, next to the "Request to Publish" field above, type "Yes". A Curator then reviews and publishes the content, which might take up to 48 hours.

↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓ The above text will be removed prior to being published ↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓

Dialog[edit]

It is important that CSRs engage with customers in a meaningful way and asking right questions or providing right suggestions at every step in the process of solving customer issues. Dialogs help customer service representatives to have appropriate contextual scripts for having such conversations. Dialogs also ensure that similar conversations are consistent across interactions.

Best practices of configuring dialogs[edit]

Detailed instructions can be found in Customer service implementation guide

Keeping it contextual

Keeping it contextual[edit]

Configuring dialogs with a clear context in mind increases its impact. For example, if skill level of customer service representative is “expert”, the dialog can potentially have in depth technical questions to which they can connect well and extract right necessary information from customers.

Dialog configuration in Pega customer service .png

So it is important to select right “when” conditions while setting up dialogs.