Intelligent guidance – Dialog, Coaching tips and Alerts

From PegaWiki
Intelligent guidance – Dialog, Coaching tips and Alerts /
Revision as of 10:44, 8 September 2020 by GuyCole (talk | contribs) (Edited for grammar and consistency. :))

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 customer service representatives (CSRs) engage with customers in a meaningful way, asking the right questions and providing the right suggestions at every step in the process of solving a customer's issues. Dialogs help CSRs by giving them appropriate contextual scripts for customer conversations. Dialogs also ensure that similar conversations are consistent across interactions.

Best practices for configuring dialogs[edit]

Detailed instructions can be found in the Customer Service implementation guide.

Keeping it contextual[edit]

Configuring dialogs with the context clearly in mind increases their impact. For example, if the skill level of a CSR is “expert”, the dialog can potentially involve in-depth technical questions that the CSR can understand well, and extract the most relevant, helpful information from the customer.

Dialog configuration in Pega customer service .png

It is therefore important to select the right “when” conditions when setting up a dialog.