Portal:Customer Service Design Patterns

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Overview
Featured Patterns
Knowledgebase Links
Featured Capabilities
Design Patterns
Customer Service PatternsCapability/Industry AreaDescriptionVersion
6 Steps to add new circumstance type in Manage Customer Circumstance MicrojourneyFinancial ServicesKey extension points in the Manage Customer Circumstance Microjourney that are needed to add, capture and review a new circumstance type.8.5
Best Practices -Knowledge ManagementSimplify how information and answers are presented to their agents/CSRs8.4
Building high performance into your Customer Service applicationsPerformanceConsiderations and advice for building high-performance Pega Customer Service applications8.x
Comparing data in a customer journey through Compare UICommunicationsBest practices for implementing and using Compare UI8.5
Configuring search for Pega KnowledgeKnowledge ManagementInstructions on how to set up the search functionality in Pega Knowledge8.5
Creating a Self-service application for Pega Customer ServiceSelf Service MashupBest practices for creating self-service apps on Pega Customer Service8.5
Creating a new implementation application on Pega Customer ServiceApp Configuration and BehaviorsUnderstand the options presented while running the New Application wizard to make informed choices when building a new implementation application.8.5
Creating article tags in Pega KnowledgeKnowledge ManagementPega Knowledge article tags8.4
Creating new email channels in customer serviceInteraction ManagementThe email channel template that is included with Pega Customer Service saves time when you create new email channels.8.4
Creating service cases in App Studio by using the service case templateCase managementBest practices for creating service cases in App Studio by using the service case template8.5
Customer Service methodology for agent interaction and 360 composite data placementCustomer Composite / 360Best practices for designing a customer service application8.4
Edit Telephony Integration with Pega Customer ServicePega CallEditing Telephony Integration with Pega Customer Service8.4
Editing Best Practices - Building a Taxonomy for Pega KnowledgeKnowledge ManagementBuilding Taxonomies for Pega Knowledge Editorial Best Practices8.4
Editing Creating Guided TroubleshootersKnowledge ManagementGuided Troubleshooting Editorial Best Practices8.4
Efficient wrap-up of Customer Service interactionsInteraction ManagementUsing the interaction wrap-up feature.8.4
Enabling service cases to smartly extract content from images using Pega NLP and Google VisionCommunicationsExtract text from photos using Pega NLP and Google Vision8.4 and later
Extend Add Child Dependent MicrojourneyHealthcareLearn how to extend the Add Child Dependent Microjourney8.5
Extending View Benefits MicrojourneyHealthcareLearn how to extend View Benefits Microjourney.8.5
Extending the policy selection and payment information in the Make Payment Microjourney for Pega Customer Service for InsuranceInsuranceSteps for extending the Make Payment Microjourney with new policy selection and payment information options8.5
Extensions in "Bill Search" featureCommunicationsDifferent extension points are available in the Bill Search feature.8.5
How to add advanced PDF search in a customer journeyCommunicationsSearch the content of PDF documents and present the results to users8.5
How to add payment method options to your customer journeyCommunications/AllExplores 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.8.5
How to configure and express actionCustomer Composite / 360Configuring an express action8.1
Implement Portal Search in Customer ServiceSearchCreate and customize searches in the Pega Customer Service portal.8.5
Implementing DocuSign in Customer Service for InsuranceInsuranceKey extension points in implementing DocuSign in Pega Customer Service for Insurance8.5
Intake and Resolution Email Templates in Customer Service for Financial ServicesFinancial ServicesThe rules and components of the new email templates introduced in Pega Customer Service for Financial Services 8.58.5
Intelligent Guidance - Suggested Task ReviewsIntelligent GuidanceProviding proactive interaction guidance for CSR's8.4
Intelligent guidance - Dialog, Coaching tips and AlertsIntelligent GuidanceBest practices for creating dialogs, tips, and alerts for CSRs.8.5
Intent Task, Category, Data Source and DriverInteraction ManagementRelationships between rule types in Pega Customer Service8.5
Interaction Portal UX and upgrades - what can i change?Strategic AppsUI and UX guidelines for Pega Customer Service 8.58.5
Interactions vs Service casesInteraction managementThe differences between interactions and service cases and advice on how to handle them8.5
Launching service cases from the composite screenCase ManagementInstructions on how to launch a service case from the composite screen8.5
Member data type in Pega Customer Service for HealthcareHealthcareLearn how you can capture consumer data in Pega Customer Service for Healthcare with the Member data type8.5
Pega IVR IVA integration with AWSIVR IVAPega IVR IVA integration with AWS8.5
Pre-emptively notify benefit issuesHealthcareLearn how to use data flows8.5
Queuing and routing customer requests in Pega ChatChat and MessagingRecommendations for balancing chat queues and agent workloads.8.4
Sending automated emails using new case template frameworkService Cases / TasksBest practices for outbound case emails8.5
Setting up Pega ChatChat and MessagingSuggestions for setting up Pega Chat to handle various customer interactions.8.4
Using the Pega Product Catalog for Communications for sales journeysNew Mobile Service Sales MicrojourneyHow to create the required product data in the Pega Product Catalog for Communications8.5
Knowledge Management
Design PatternsDescriptionVersion
Best Practices -Simplify how information and answers are presented to their agents/CSRs8.4
Configuring search for Pega KnowledgeInstructions on how to set up the search functionality in Pega Knowledge8.5
Creating article tags in Pega KnowledgePega Knowledge article tags8.4
Editing Best Practices - Building a Taxonomy for Pega KnowledgeBuilding Taxonomies for Pega Knowledge Editorial Best Practices8.4
Editing Creating Guided TroubleshootersGuided Troubleshooting Editorial Best Practices8.4
Pega Call
Design PatternsDescriptionVersion
Edit Telephony Integration with Pega Customer ServiceEditing Telephony Integration with Pega Customer Service8.4
Chat and Messaging
Design PatternsDescriptionVersion
Queuing and routing customer requests in Pega ChatRecommendations for balancing chat queues and agent workloads.8.4
Setting up Pega ChatSuggestions for setting up Pega Chat to handle various customer interactions.8.4