Intelligent guidance – Dialog, Coaching tips and Alerts

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Intelligent guidance – Dialog, Coaching tips and Alerts /
Revision as of 18:12, 10 September 2020 by User351 (talk | contribs) (Added more best practices under Dialog and Alerts)

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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.

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

Best practices for configuring dialogs[edit]

Making it personal[edit]

Customer interactions can be made more real by personalising the dialog between CSRs and customers. For example, customers are likely to respond more positively when they are addressed by their names. So, it a good practice to personalise the dialog between CSR and customer whenever it suits and this can be done different parameters like name of the customer, name of the agent, interaction channel etc.

Keeping the dialog concise[edit]

It is a good practice to keep the dialogs concise and to the point so that they are easy to read and comprehend. Certain scenarios may require lengthy dialogs. For example, when CSR is required to collect series of data points from the customer as part of the process. Such conversations should be broken down to shorter dialogs.. Moreover concise dialogs are more suitable for sharing on any interaction channel including messaging or text channels where limited number of words per dialog are recommended.

Dialogs configuration

Coaching tips[edit]

Certain customer interactions could be sensitive in nature and require customer service representatives to handle these instances carefully. Coaching tips are meant for providing guidance to CSRs for such scenarios and encourage them to follow best practices.

Detailed instructions for configuring Coaching tips can be found in Customer service implementation guide.

Best practices for configuring Coaching tips[edit]

Keeping the content dynamic and latest[edit]

As coaching tips provide guidance especially for handing sensitive situations with customers, it is important to modify the coaching tip description to reflect business needs. Areas of risk or areas where sensitivity is needed, are great opportunities for Coaching tips. For example, if the customer interaction is on any compliance related issue, it is important that CSRs take latest regulatory standards or guidelines into consideration while they proceed to resolve customer issue.

Keeping the length of content appropriate[edit]

It is important to keep the length of coaching tip content just appropriate for CSRs to read, understand and act upon. For example, CSRs may be become less sensitive to a lengthy coaching tip if they find it too long and overwhelming. Remember they are more likely under pressure to resolve as many customer issues/cases and move from one case to another quickly.

Making them available as suited to situation[edit]

Coaching tips are great tools for CSRs who are new to team as they need guidance during their early tenure. They are also resourceful when entire team starts supporting new product lines or solutions. So depending up on the situation, it a good practice to make coaching tips available to specific users for desired tenure.

Providing more context through Knowledge articles[edit]

Sometimes it is important to provide complete context to a given coaching tip so that CSRs are better positioned to understand and execute the coaching tip instructions. For example, CSRs with knowledge of resolution flow of a given issue can check for alternative documents when customer doesn't have all required documents. So it is a good practice to link relevant knowledge articles to a coaching tip to provide larger context.

Coaching tips configuration


Customer service representatives should always be in a position to handle changing business circumstances to ensure service levels are consistent and meet customer expectations. For example, an outage during a sales season is a critical situation which CSRs need to handle carefully so that customer service doesn’t get affected. Alerts about such disruptions is a very useful capability that Pega customer service provides.

Detailed instructions for configuring Alerts can be found in Customer service implementation guide.

Best practices for configuring Alerts[edit]

Posting important information[edit]

By default, Messages and alerts take one of the prime slots on “My Work” area of CSRs. So, this real estate can be better utilised to post important notices or information to CSRs. For example, a message on an upcoming training session on changing legal requirements would be very useful for readers.

Marking only required workgroups[edit]

As CSRs are busy solving customer issues, their priority on which issue to resolve can change with nature of issues. It is also important that not every CSR is distracted with newly created alert messages. So workgroups to which the message is sent should be carefully selected.

Alerts configuration