Portal:Customer Service Design Patterns

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 Creating new email channels in customer service Efficient wrap-up of Customer Service interactions Creating a Self-service application for Pega Customer Service Interaction Portal UX and updates - what can I change? Knowledgebase Links What's new in Customer Service Customer Service Knowledgebase Implementation Guide Featured Capabilities Pega Call Knowledge Management Chat and Messaging Customer Composite (360) Interaction Management Service Cases/Tasks Self Service Mashup Performance Industry Design Patterns 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 Best practices for case suggestion configuration Interaction Management Learn best practices for case suggestion configuration 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 Implementing case types using Digital Experience APIs for Pega Customer Service Case Management Edition in Salesforce Lightning Service Cases / Tasks Implement case types using Digital Experience APIs for Pega Customer Service Case Management Edition in Salesforce Lightning 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 Pega Case Management Edition with the React Starter Pack Service Cases / Tasks Learn how to render a Customer Service case in an external desktop by using Pega's Digital Experience APIs with React Starter Pack 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 Knowledge Management Design Patterns Description Best practices for building a taxonomy for Pega Knowledge Learn best practices for building taxonomies for Pega Knowledge Configuring search for Pega Knowledge Instructions on how to set up the search functionality in Pega Knowledge Creating Pega Knowledge articles and leveraging in Customer Service Simplify how information and answers are presented to their agents/CSRs Creating article tags in Pega Knowledge Pega Knowledge article tags Editing Creating Guided Troubleshooters Guided Troubleshooting Editorial Best Practices Pega Call Design Patterns Description Edit Telephony Integration with Pega Customer Service Editing Telephony Integration with Pega Customer Service Chat and Messaging Design Patterns Description Creating custom Ruta scripts for entity extraction Creating custom entities with Ruta scripts Pega IVR IVA integration with AWS Pega IVR IVA integration with AWS Queuing and routing customer requests in Pega Chat Recommendations for balancing chat queues and agent workloads. Setting up Pega Chat Suggestions for setting up Pega Chat to handle various customer interactions. Interaction Management Design Patterns Description Best practices for case suggestion configuration Learn best practices for case suggestion configuration Creating new email channels in customer service The email channel template that is included with Pega Customer Service saves time when you create new email channels. Efficient wrap-up of Customer Service interactions Using the interaction wrap-up feature. Intent Task, Category, Data Source and Interaction Driver Relationships between rule types in Pega Customer Service Customer Composite (360) Design Patterns Description Customer Service methodology for agent interaction and Customer composite data placement Best practices for designing a customer service application How to configure and express action Configuring an express action Launching service cases from the composite screen Instructions on how to launch a service case from the composite screen Service Cases/Tasks Design Patterns Description Creating service cases in App Studio by using the service case template Best practices for creating service cases in App Studio by using the service case template Implementing Make Payment for Pega Case Management Edition Walkthrough of the Make Payment case type implementation using Case Management Edition capabilities Implementing Statement Copy for Pega Case Management Edition 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 Learn how to render a Customer Service case in an external desktop using Pega's Digital Experience APIs Implementing case types using Digital Experience APIs for Pega Customer Service Case Management Edition in Salesforce Lightning Implement case types using Digital Experience APIs for Pega Customer Service Case Management Edition in Salesforce Lightning Sending automated emails using new case template framework Best practices for outbound case emails Using Pega Case Management Edition with the React Starter Pack Learn how to render a Customer Service case in an external desktop by using Pega's Digital Experience APIs with React Starter Pack Self Service Mashup Design Patterns Description Creating a Self-service application for Pega Customer Service Best practices for creating self-service apps on Pega Customer Service Performance Design Patterns Description Building high performance into your Customer Service applications Considerations and advice for building high-performance Pega Customer Service applications Industry 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. 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. 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. 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 Pre-emptively notify benefit issues Healthcare Learn how to use data flows 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 Implementing Change Beneficiary for Pega Case Management Edition Insurance Walkthrough of the Change Beneficiary case type implementation using Case Management capabilities Implementing DocuSign in Customer Service for Insurance Insurance Key extension points in implementing DocuSign in Pega Customer Service for Insurance Implementing Personal Auto Claim for Pega Case Management Edition Insurance Walkthrough of the Personal Auto Claim case type implementation using Case Management Editin capabilities