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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. |
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A digital medium through which users access your application. Depending on your business needs, you can set up various channels for the same application. For example, customers can access an application for booking flights through a browser-based web channel, or through a mobile channel that relies on a mobile app. In addition, you can also build a Facebook chatbot for customers who want to ask questions about their booking. At the same time, you can set up a second, more utilitarian web channel to accommodate professional users, such as travel agents. By making an application accessible over several channels, you can reach a wide variety of audiences, and provide each user group with the most appropriate content and user experience.
An optional qualification that is available for supported rule types and is built upon an unqualified rule known as the base rule. By using circumstances in your application, you can easily support a variety of use cases.
One of the business outcomes included in a journey.
An optional qualification that is available for supported rule types and is built upon an unqualified rule known as the base rule. By using circumstances in your application, you can easily support a variety of use cases.
(Deprecated) A configuration of panels (areas) in a harness that support a composite portal. Existing panel sets continue to function. As a best practice, upgrade panel sets to screen layouts.
A program component that defines and implements an interface between an external application acting as a client, and a Pega Platform system acting as a server. An external system can send a request to a Pega Platform application and receive a response.
For example, the Pega Cloud Services SFTP service provides Pega Cloud clients with simple, secure file transfers to and from their Pega Cloud applications.
A business solution that automates workflows in your organization. Multiple, unrelated applications can be hosted in the same system. You create an application by running the New Application wizard.
The low-code development environment of Pega Platform.
A capability that you implement in your application. By defining features that are linked to rules and work items, you can improve the traceability of capabilities to their respective implementations.
A Pega Platform method, distinct from a Java method. An operation that can be performed by one step of an activity ( Rule-Obj-Activity rule type), or by a Parse Structured rule ( Rule-Parse-Structured rule type).
The series of interactions between a customer and an organization that occur as the customer pursues a specific goal.
An interface that provides users with an organized set of work tools. Users navigate the application, collaborate, and complete work assignments mainly through portals. Typically, you create a separate portal for each user group within your application. For example, you can create a portal for regular employees, and a separate one for their managers. Most portals contain a navigation menu that leads to various pages and dashboards, as well as a menu for creating new work items. Additionally, portals might also include widgets that improve work efficiency. For example, you can design a portal that has a widget for frequently used reports, which helps managers save time and oversee their projects.
The basic building blocks of an application, rules define the behavior of an application. There are many types of rules, each defining a different type of behavior. For example, rules define the display of a form, the fields that are used in your application, and the flows that define the process of completing work.
The system can reuse rules throughout your application. For example, in an application for ordering replacements parts, you can define a user interface to capture an address, and reuse the same rule for the UI to capture both the mailing address and the billing address for the order.
You define rules in an application to create a business solution for your organization and customers. Rules provide flexibility during the development process and help you design applications more efficiently, so that they can be implemented again in future projects.
A permanent, unique identifier for a class that includes certain key parts, and the creation date and time of a single instance for rules and some classes. A handle is sometimes known as an internal key. The pzInsKey property holds the handle value for an object. The pzInsKey property is undefined until you save the object.
A method of delivering goal-oriented results by handling business cases from start to a resolution and combining human actions with digital automations. In case management, you use data and people that are involved in a business process to visualize and model work, so that you can prepare a set of actions that lead to your objective. For example, you can model a process of approving candidates after reviewing job applications, from collecting documents from a candidate, through the job interview, to the final approval.
A characteristic that defines and holds data for your application. For example, the Customer data type might be used to manage customer contact information. It might include the customer's name, email, phone number, and so on. Data types are managed using the Data Explorer.
An interactive phone system that can respond to a caller input (voice or keypad) and either complete predetermined services or assist in properly routing the call to the appropriate CSR. An older term for an IVR is voice response unit (VRU). Common vendors include Avaya, Genesys, Syntellect, and Nuance.