| Customer Service Patterns | Capability/Industry Area | Description |
|---|
| Adding new circumstance types in the 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. |
| Adding payment method options to your customer journey | Communications/All | 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. |
| Adding the Advanced PDF Search component to customer journeys | Communications | Search the content of PDF documents and present the results to users |
| Building a Taxonomy for Pega Knowledge | Knowledge Management | Building Taxonomies for Pega Knowledge Editorial Best Practices |
| 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 | 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 Guided Troubleshooters | Knowledge Management | Guided Troubleshooting Editorial Best Practices |
| 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 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. |
| Customer Service methodolgy for agent interaction and 360 composite data placement | Customer Composite / 360 | Best practices for designing a customer service application |
| Efficient wrap-up in Pega Customer Service | Interaction Management | Using the interaction wrap-up feature. |
| Extend the Add Child Dependent Microjourney | Healthcare | Learn how to extend the Add Child Dependent Microjourney |
| Extending the View Benefits Microjourney | Healthcare | Learn how to extend View Benefits Microjourney. |
| Extending the policy selection and payment information | Insurance | Steps for extending the Make Payment Microjourney with new policy selection and payment information options |
| Extensions in "Bill Search" feature | Communications | Different extension points are available in the Bill Search feature. |
| How to Configure an express action | Customer Composite / 360 | Configuring an express action |
| How to use OCR and NLP to dramatically simplify customer experiences | Communications | Extract text from photos using Pega NLP and Google Vision |
| Implement Portal Search in Customer Service | Search | Create and customize searches in the Pega Customer Service portal. |
| Implementing DocuSign in Pega Customer Service for Insurance | Insurance | Key extension points in implementing DocuSign in Pega Customer Service for Insurance |
| Intake and Resolution Email Templates in Customer Service for Financial Services | Financial Services | The rules and components of the new email templates introduced in Pega Customer Service for Financial Services 8.5 |
| 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 Driver | Interaction Management | Relationships between rule types in Pega Customer Service |
| Interaction Portal UX and upgrades - What can I change? | Strategic Apps | UI and UX guidelines for Pega Customer Service 8.5 |
| Launching a service case from the composite | Case Management | Instructions on how to launch a service case from the composite screen |
| Pega IVR IVA integration with AWS | IVR IVA | Pega IVR IVA integration with AWS |
| Pre-emptively notify customers about 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. |
| Telephony integration with Pega Customer Service | Pega Call | Editing Telephony Integration with Pega Customer Service |
| Using the 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 |
