7.21 IMPLEMENTATION GUIDE

Transcription

1 Pega Customer Service 7.21 IMPLEMENTATION GUIDE

2 Copyright 2016 Pegasystems Inc., Cambridge, MA All rights reserved. Trademarks For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. Other brand or product names are trademarks of their respective holders. For information about the third-party software that is delivered with the product, refer to the third-party license file on your installation media that is specific to your release. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld used under license. Notices This publication describes and/or represents products and services of Pegasystems Inc. It may contain trade secrets and proprietary information that are protected by various federal, state, and international laws, and distributed under licenses restricting their use, copying, modification, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This publication is current as of the date of publication only. Changes to the publication may be made from time to time at the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc. and must be returned to it upon request. This publication does not imply any commitment to offer or deliver the products or services described herein. This publication may include references to Pegasystems Inc. product features that have not been licensed by you or your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. services consultant. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, as well as technical inaccuracies. Pegasystems Inc. may make improvements and/or changes to the publication at any time. Any references in this publication to non-pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use of those websites is at your own risk. Information concerning non-pegasystems products was obtained from the suppliers of those products, their publications, or other publicly available sources. Address questions about non-pegasystems products to the suppliers of those products. This publication may contain examples used in daily business operations that include the names of people, companies, products, and other third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental. This document is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA USA Phone: Fax: (617) DOCUMENT: Pega Customer Service Implementation Guide SOFTWARE VERSION: 7.21 PUBLISHED: Tuesday, May 17, 2016 Feedback If you have suggestions or comments for how we can improve our materials, send an to AppDocBug@pega.com.

3 CONTENTS Overview 7 Implementation delivery methodology 8 Initiate stage 8 Delivery stage 9 Prerequisites 9 Pega Customer Service application stack 10 Initiate stage 11 Step 1: Create the baseline application 11 Running the New Application wizard 11 Results of running the New Application wizard 12 Step 2: Load sample data 12 Step 3: Perform the gap analysis 13 Generating the Application profile 14 Generating the Application document 14 Generating the Specification document 15 Delivery stage 16 Defining requirements 17 Step 1: Define the case type modifications and attributes 18 Step 2: Define the data model 21 Step 3: Define application behavior 22 Step 4: Define behavior for additional components 29 Step 5: Define the user experience (UX) customization 35 Step 6: Define integration 39 Step 7: Define the security model and organization structure 40 Step 8: Define reporting requirements 44 Building features 47 Step 1: Building a new application 47 Step 2: Integrating data 49 Step 3: Configure interactions 51 Step 4: Configure channels 59 Pega Customer Service Implementation Guide 3

4 Step 5: Modify the user experience 64 Step 6: Configure portal search 69 Step 7: Quality reviews and customer satisfaction surveys 70 Step 8: Campaign management 74 Step 9: Next-Best-Action Adapter 74 Step 10: Expert Assist 76 Step 11: Configuring access groups 76 Step 12: Configuring reports 78 Testing a new application 80 Testing in the Build environment 80 Testing in the Test or Production environments 82 Testing in the UAT environment 83 Packaging a new application 84 Merging application changes 84 Packaging an application for migration 84 Importing the packaged application 85 Multitenancy deployment considerations 85 Overriding rules to use Pega Customer Service Social Engagement 86 Production maintenance and monitoring 87 Business rule maintenance in the Production environment 87 Application monitoring 87 Pega 7 Platform application health monitoring 87 Customer service application monitoring 88 Monitoring Social Engagement applications 88 Identifying and reporting issues 88 Pega Chat Implementation 89 Determining which chat window type to use 89 Defining requirements for Pega Chat implementation 91 Step 1: Defining which web pages will have chat capabilities 92 Step 2: Defining the chat window branding 92 Step 3: Defining optional proactive chat for inline chat 93 Step 4: Defining the chat queues and operator skills 93 Pega Customer Service Implementation Guide 4

5 Step 5: Defining URL mappings for inline chat 95 Step 6: Defining the pop-out chat window behavior 95 Step 7: Defining common phrases 96 Step 8: Defining web pages to push for inline chat 96 Step 9: Defining optional Pega Co-Browse settings 97 Step 10: Defining dashboard widgets 97 Step 11: Defining the chat server location and communication settings 98 Building Pega Chat features 100 Step 1: Configuring the security policy 101 Step 2: Configuring the chat server communication settings 101 Step 3: Configuring chat queues 102 Step 4: Configuring pre-chat questions for inline chat 103 Step 5: Branding the customer chat window 104 Step 6: Configuring optional proactive chat for inline chat 105 Step 7: Configuring URL mappings for inline chat 106 Step 8: Enabling inline chat on your website 106 Step 9: Configuring the pop-out chat application 108 Step 10: Enabling pop-out chat on your website 109 Step 11: Configuring common phrases 110 Step 12: Configuring page push for inline chat 110 Step 13: Enabling automatic Pega Chat login 111 Testing, packaging, and maintaining Pega Chat 112 Synchronizing application updates with the chat server 112 Monitoring chat queues 113 Pega Customer Service Social Engagement Implementation 115 Defining requirements for the Pega Customer Service Social Engagement implementation 116 Step 1: Compiling a list of business Twitter handles and Facebook business pages 116 Step 2: Defining and registering Facebook and Twitter applications 117 Step 3: Setting up the Pega Customer Service Social Engagement operations team 118 Step 4: Mapping operators to access groups, work groups, and workbaskets 119 Step 5: Authorizing customer service representatives on social channels 119 Step 6: Defining topics 120 Pega Customer Service Implementation Guide 5

6 Building Pega Customer Service Social Engagement 121 Step 1: Creating a new Pega Customer Service application for social engagement 121 Step 2: Configuring social streams 121 Step 3: Configuring Twitter and Facebook connectors 122 Step 4: Configuring social queues 123 Step 5: Enabling customer service representatives to respond to social messages 124 Testing, packaging, and maintaining Pega Customer Service Social Engagement 125 Monitoring connectors 125 Monitoring agents 126 Monitoring social channels 126 Pega Customer Service Implementation Guide 6

7 Overview Overview Pega Customer Service helps reduce service costs and improve customer satisfaction through a process-driven approach that resolves customer issues with context, immediacy, and relevance at the initial point-of-contact. With this application, your company has new capabilities to: Improve service effectiveness by providing guided and personalized customer service processes. Increase operational productivity by automating work across business and technology silos. Increase customer retention and cross-sell revenue. Reduce training time. Ensure an optimal customer service experience. The Pega Customer Service application includes multiple components. Some components are optional. The Industry Specific Data Model and Industry Specific Service Processes are provided for you in the Pega Customer Service application. Pega Customer Service Implementation Guide 7

8 Overview Implementation delivery methodology Pegasystems recommends that you use an Agile delivery model, more specifically a Scrum-based standard for a Pega application implementation. In the rare cases where a more waterfall-based implementation methodology is better suited, Pegasystems recommends that you use an Iterative Waterfall delivery process. These two implementation methodologies help break down the work into a manageable scope of work that can be delivered into production faster. The Pegasystems delivery approach has two primary stages: Initiate Delivery Initiate stage In the Initiate stage, the implementation teams build out the foundation or baseline of the application and prepare for the work that is necessary to configure the first production release and subsequent extension releases. Building a strong foundation to support expansion and reuse is core to the success of an implementation. The Initiate stage is further organized into three sub-stages: Plan Align the vision and roadmap to establish the foundation for the implementation. High-level tasks include: Defining the production release milestone Refining scope alignment Determining the implementation methodology Setup Validate and review the Pega-provided features and capabilities with customer requirements and expectations. Tasks include: Establishing environments and processes Creating the baseline application Loading sample data Demonstrating the baseline application Pega Customer Service Implementation Guide 8

9 Overview Performing a gap analysis Reviewing business needs and outcomes Prepare Prepare for the delivery of Pega Customer Service. These topics are outside the scope of this guide and are not discussed further. Tasks include: Confirming resources Enabling team members Establishing governance At the conclusion of the Initiate stage, the scope of the work for the first production release is defined. For Scrum, the scope of the work is identified with an initial backlog. For Iterative Waterfall, a specification list and schedule are prepared and finalized. Delivery stage The Delivery stage is dependent on the methodology selected during the Initiate stage. During this stage, the implementation team designs, builds, configures, and tests the application by using the selected implementation methodology (Scrum or Iterative Waterfall). The goal of the Delivery stage is to accomplish the tasks described in this document by organizing the Application Feature backlog so that the delivery team can configure the application incrementally with the final outcome of having a fully tested and performance-tuned application in production. This guide provides information to support both implementation methodologies during the delivery stage. Prerequisites Before you start your Pega Customer Service implementation, make sure you understand the following information: Support for various browser versions. Review the Platform Support Guide. Basic functionality of the Pega Customer Service application. Enroll in Pega Customer Service Fundamentals on the Pega Academy site. Telephony terminology and architecture. For an overview, watch Understanding Telephony with Pega Call. The sections of the Designer Studio home page, and the menu names in the header section. Pega Customer Service Implementation Guide 9

10 Overview Expert Assist and Net Promoter capabilities are part of the Pega Customer Service application, but their use is optional. Pega Co-Browse, Pega Knowledge, Pega Marketing, Pega Customer Service Social Engagement, Pega Call, and Pega Chat are optional components that can be implemented at the same time as Pega Customer Service, or added to the application afterwards. Pega Customer Service application stack Pega Customer Service Implementation Guide 10

11 Initiate stage Initiate stage The Initiate stage includes the following tasks: Create the baseline application Load sample data Perform the gap analysis Step 1: Create the baseline application The first step for a new implementation is to create the application on which the new implementation will be built. Use the New Application wizard to create the new application, and build it on Customer Service The wizard creates the application structure for you. See the article Create new applications with the New Application wizard for an example on completing these fields. Note: The MyCoCA sample application is no longer shipped with Pega Customer Service. The rules that were associated with the MyCoCAapplication ruleset have been moved to the PegaAppCA ruleset. A new, unlocked sample application, Pega Customer Service Sample Application, is included with the installation. The sample application can be utilized for quick configurations or other rule changes, without requiring the creation of a new application using the New Application wizard. Running the New Application wizard To create an application on a Pega Customer Service application, use the New Application wizard. 1. Log in to the application using these credentials: User Name: casysadmin Password: install 2. Click Application> New Application. 3. In the What type of application would you like to create? list, leave the default value (Enterprise) selected. 4. Click Create new application. 5. Complete the Application Settings page. If this is the first time that you are running the wizard, Pega Customer Service Implementation Guide 11

12 Initiate stage ensure that: a. The Built on application field is set to Customer Service b. The Application structure field is set to Framework and Implementation. For more information about the Application Settings page, see the Pega 7 Platform help topic Configuring application settings in the New Application wizard. 6. Click Next. 7. Enter each known business objective, and click Add business objective. 8. When you finish adding business objectives, click Next. 9. Select the application-provided case types to include, and click Next. 10. Select the application-provided data types to include. Click Preview to see the application records and structure that will be created for you by the wizard. 11. After confirming the proposed application structure, click Create. 12. Once the application is created, note the operator IDs created. Log out and then log in using the administrator ID created. Results of running the New Application wizard The New Application wizard creates the application class structure for you. You can reuse the classes and rulesets created by the wizard in future applications that you create. As you implement this application and future applications, you can apply Reuse and Version Management principles to help you decide where in the class structure to create your rules to improve the maintainability and overall efficiency of your application. For more information on the structure and rulesets generated by the wizard, see Understanding the Class Structure and Rulesets generated by the Application Accelerator. Note: Even though this article refers to PRPC version 6, the content still applies to the Pega 7 Platform. Step 2: Load sample data Pega Customer Service is shipped with sample data to support the Pega-provided demonstration application. It is recommended that customer-supplied sample data be loaded so that the gap Pega Customer Service Implementation Guide 12

13 Initiate stage analysis efforts are more meaningful for the client. Refer to Importing Sample Data in the Pega Customer Service Installation Guide on the Pega Customer Service landing page. (Optional) Importing Pega Marketing sample data Pega Customer Service ships with a set of sample offers and strategies to present context based offers and actions in the Next-Best-Action Adapter widget during CSR interactions. These sample offers are included in the CSMarketing.zip file located in the Resource Kit directory of the media. Import the CSMarketing.zip file into the Pega Marketing 7.21 application, to present context based offers in the Next-Best-Action Adapter widget. Note: Pega Marketing 7.21 requires a separate license. The CSMarketing.zip file consists of two rulesets that are utilized for different purposes: Pegacs-MktgArtifacts: contains Pega Marketing rules such as issues, groups, proposition data, offers, strategies, and containers. PegaCS-MktgRules: contains rules that are overridden from Pega Marketing to support customer service business scenarios, such as activities and data transforms. Reusing sample offers and strategies You can reuse the strategies, offers, and its relevant logic in the implementation application. If strategies and offers cannot be reused in the implementation layer, then perform the following steps. 1. Create the SR class. 2. Create issues and groups, offers and offer data. 3. Click Save as to save the strategies into the implementation ruleset and update or add logic to the current relevant offers. For more information, see Pega Marketing 7.21 User guide on PDN. Step 3: Perform the gap analysis Review what the application provides so that you can perform a gap analysis and focus on identifying your site's specific requirements. There are two documents that define what is contained within your application: Pega Customer Service Implementation Guide 13

14 Initiate stage Application profile An artifact includes a collection of business-related information that has processes, case types, reports, specifications, participants, collaborators, and actors that are associated with the implementation of your project. Application document An artifact that includes specifications, process-flow snapshots, and requirements associated with your application. Specification document An artifact that includes specifications and linked requirements details associated with your application. Generating the Application profile The Application Profile (AP) provides an inventory of specifications and requirements as it exists at a specific moment in time. When you first generate an Application Profile, it shows the Pega-provided components that come with the application. 1. Log in to the application using the following credentials: User Name: casysadmin Password: install 2. Click Designer Studio > Application > Tools > Document. 3. In the Select the document type you d like to create section, click Application profile. 4. In the Application field, select Customer Service This value determines the ruleset for which the Application profile is generated. 5. In the Project Details section, enter values in the Project name and Organization name fields. 6. Click Generate document. Generating the Application document You can generate information about the rules already included with the application. This allows you to see what the application provides for you so that you can focus on identifying your site's specific requirements. Pega Customer Service Implementation Guide 14

15 Initiate stage To document the rules provided by the application: 1. Log in to the application using the following credentials: User Name: casysadmin Password: install 2. Click Designer Studio > Application > Tools > Document. 3. In the Select the document type you d like to create section, click Application document. 4. Click Generate document. Tip: You can control the level of detail included in the Application Document by modifying the settings in the Options section. For more information, see the Pega 7 Platform help. Generating the Specification document The Specification document provides an inventory of specifications and requirements as it exists at a specific moment in time. 1. Log in to the application using the following credentials: User Name: casysadmin Password: install 2. Click Designer Studio > Application > Tools > Document. 3. In the Select the document type you d like to create section, click Specification document. 4. In the Application field, select DMSample. This value determines the ruleset for which the Specification Document is generated. 5. In the Choose Specifications section, select the Short Description check box to select all the descriptions. Clear the check boxes of description if you do not want to include. 6. In The following chapters will be included in the document section, select the Include all chapters check box. 7. Click Generate document. Pega Customer Service Implementation Guide 15

16 Delivery stage Delivery stage The Delivery stage includes the following tasks: Defining requirements Building features Testing a new application Packaging a new application Pega Customer Service Implementation Guide 16

17 Defining requirements To ensure that you stay on target for a successful deployment, use a structured approach for your implementation methodology. You will need to prepare for your implementation and determine key aspects of the design that will affect the behavior of your application. Defining requirements for an implementation includes these tasks: Reviewing extension requirements Refining customizations and determining the availability of required data and integrations Prioritizing, for example, revising the solution backlog, re-estimating effort for extensions and customizations, and confirming the project scope Defining your requirements also involves DCO sessions and incorporating those requirements into the application design. During these sessions, you review each of the case types and process flows that the application already provides. Update the Application Specifications with planned changes as described in the Pega 7 Platform help topic About Application Specifications. The Implementation Planning Workbook helps you capture decisions as you define your requirements. You can download the Implementation Planning Workbook from the Pega Customer Service product page on the PDN: Follow these steps to define requirements: 1. Define the case type modifications and attributes 2. Define the data model 3. Define application behavior 4. Define behavior for additional components 5. Define the user experience (UX) customization 6. Define integration 7. Define the security model and organization structure 8. Define reporting requirements Pega Customer Service Implementation Guide 17

18 Step 1: Define the case type modifications and attributes Your application includes a set of predefined case types. A case is defined as a Service Case or a Service Request, which is a process that your staff will execute to service your customers. Each case contains one or more processes that will be extended or created to meet your business requirements. If you do not see an existing case type, you can create one during your planning process. Case types, in the context of a customer service application, are used to define the work your customer is asking you to perform. Examples of case types include: Issue a Credit Card, File a Claim, and Open Up a New Account. Each case type has one or more processes associated with it. When you define a new case type, you provide stages for that case type. A stage is the first level of organizing work in your case type. Each stage has one or more steps. Note: The Pega-provided application lets you select legacy case types that were created in earlier versions of the application. However, during configuration, you will notice that the legacy case types have fewer options than the newer, stage-based case types. Updating existing case types If an existing case type is close to meeting your business requirements, you can modify it and use it. 1. In the explorer panel, click Cases. 2. Click the first case type. 3. Update the case-wide properties. 4. Update the processes associated with the case type. Alternatively, you can add processes by using the Case Designer. 5. Repeat these steps for all case types. Adding a new case type If you require a case type that is not similar to any existing case types, create a new one that meets your business requirements. 1. In the explorer panel, click Cases. 2. Click Add a case type. Pega Customer Service Implementation Guide 18

19 3. Provide a name and description for the case. 4. Click Next. 5. Define the stages for the case type. 6. Click Finish. You will configure the steps for each stage at a later time. Defining class group to database table mapping To define how your cases will be stored in the database, create a relationship between the class and the physical database table where the class instances will be stored. Work with the database administrator at your site on this task. Use the Case type modifications worksheet in the Implementation Planning Workbook to record your decisions during this procedure. Refer to the Classes and Properties landing page help topic in the Pega 7 Platform help. 1. In the explorer panel, click App. 2. Click the first class in the application. 3. Right-click the class name and select Definition. 4. In the This Class setting, determine if the class is a class group or belongs to a class group. If it belongs to a class group, determine which one. 5. Click the Test Connection button to determine the name of the table currently mapped to this class. 6. Determine the name of the table that the database administrator resource at your site wants you to use for storing instances of this case type. 7. Repeat these steps for each class in your application. Confirming case type locking setting When you created your case types using the New Application wizard, you reviewed the case type settings for each case type. One of those settings is the locking behavior on the case, which affects concurrent access to cases. You can choose one of two types of locking: Pega Customer Service Implementation Guide 19

20 A case is opened Allows one user at a time to open and work on a case. An action taken on case Allows multiple users to work on a case at the same time. Note: If you have already considered and set the locking behavior for each case type, you can skip this step. Identifying the most appropriate lock setting for your application is important because it can affect the throughput of work in your application. For example, if user1 locks a case to work on it, then other users cannot work on the locked case until user1 unlocks the case or the lock expires according to the timeout period. Contrary to this, if multiple users are allowed to work on a case simultaneously, the case content could be modified for one or more users while they work on the case. For example, assume that user1 is working on a case then user2 opens the same case a few minutes later. When user1 saves changes to the case, user2 is notified of the changes and is enforced to accommodate changes done by user1 in the case. Use the Case type modifications worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. In the explorer panel, click Cases. 2. Click the first case type. 3. Click Locking in the case-wide settings. 4. Determine if the case should be locked when the case is opened or when an action is taken on the case. 5. Determine the lock timeout period for this case. 6. If you are certain at this point how locking should be handled for this case type, you can update this setting now. 7. Repeat these steps for each case type. Pega Customer Service Implementation Guide 20

21 Step 2: Define the data model The application provides a set of data types, data pages, and sample data to begin implementing your application. You will need to use the data from your site's system of record instead of using the sample data provided by the application. See the following topics for information about how to define the data model: Understanding the data model Mapping the application data Understanding the data model Data modeling involves relating a conceptual model of how data items relate to each other in an application. The data model in the Pega 7 Platform refers to a set of rules that work together to populate the data in your application. This data is displayed on the user interface to help the user process the case and can help automate decisions in your business processes. The following rule types constitute your data model: Data types The data type is another name for a class in your application that holds data the application uses. A data type has one or more data pages and several property definitions associated with it. Properties Properties define the format and visual presentation of data in your application. Data pages Data pages define the content of a clipboard page. Data pages also control the loading of that data from a source system as shown here. Pega Customer Service Implementation Guide 21

22 When planning your data model, work with the data modeling resource at your site to understand attributes of data types that need to be supported by your application. Note: Pega Customer Service is rarely the system of record for application data. Integrating your application data with your site's system of record is critical to the success of your deployment. Mapping the application data The application data types provide a default set of properties for your use. You can add or remove properties from these data types depending on your requirements. You can also add new data types. Use the Data planning worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. In the explorer panel, click Data. 2. Click the first data type. 3. On the Data model tab, determine the properties to add, remove, or leave unchanged. 4. Repeat these steps for all existing data types. You can also use the Data planning worksheet to record any new data types needed by the application. Step 3: Define application behavior To configure the functionality provided in Pega Customer Service, define the behavior of the following: Pega Customer Service Implementation Guide 22

23 Interaction types, drivers, and tasks Dialog, coaching, and knowledge management Portal search Interaction goals Call duration goals Call verification method Application settings Defining interaction case types, driver categories, and tasks Interaction case types, driver categories, and tasks determine the tasks to which a user has access during an interaction with the customer. The interaction case type appears in the menu when you click the +New menu in the header of the Interaction Portal. The +New menu enables you to start a new Interaction. When you finish running the New Application wizard, interaction case types are created for you. You can determine which tasks are associated with those case types. Once you define the task, the task appears as a selection when you click the Add Task button during the customer interaction. Defining interaction case types Use the Interaction types worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Click Designer Studio > Customer Service > Interactions > Interaction Types. 2. In the Show interactions type in field, select All Inherited. 3. Determine which interaction types your application will use. 4. For each interaction type, determine if it should be present in the +New menu of the Interaction Portal. Defining Interaction Driver categories Use the Interaction driver categories worksheet in the Implementation Planning Workbook to record your decisions during this procedure. Pega Customer Service Implementation Guide 23

24 1. Click Designer Studio > Customer Service > Interactions > Interaction Driver. 2. In the Show drivers in field, select All Inherited. 3. Select the first interaction type in the Show categories for this interaction type field for your application. 4. Click Run. 5. Scroll to the bottom of the screen. 6. Determine the category name, data source, and behaviors for this interaction type. 7. Repeat for each interaction type for your application. Define Intent Tasks The Intent Tasks tab allows you to link a case type to an interaction type and driver category. If you added new case types to your application, you can define a corresponding new interaction task. Use the Interaction to task mapping worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Click Designer Studio >Customer Service > Interactions > Intent Tasks. 2. In the Show Interaction Driver Tasks in field, select All Inherited. 3. Select the first task in the Show Tasks For Interaction Type field for your application. 4. Click Run. 5. Determine which Intent Tasks should be available for this interaction type. Tip: Click the Export to Excel button to make reviewing easier. 6. Repeat for each interaction type for your application. Defining dialogs and coaching tips Dialogs and coaching tips help the support representative provide the best possible experience for the customer. Dialog and coaching tips are not enabled for mobile interactions. Note: Integration with the optional Pega Knowledge application enables Pega Customer Service to suggest rich content to representatives in the context of the service processes that they are working Pega Customer Service Implementation Guide 24

25 on. For information about how to plan for Pega Knowledge integration, see Defining the Pega Knowledge configuration. Mapping the dialogs to the flows Dialogs prompt the representative to ask the customer for the right information needed to resolve the request. Using the Configuration Tools option, users with the Manager role can update the dialogs directly in the flow action that requires it. Use the Dialog worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Click Designer Studio > Customer Service > Dialog Management > Dialog Cross Reference. 2. In the Show references in field, select All Inherited. 3. Click Run. 4. Select the first Work Type (case type). Tip: You can click the Export to Excel button for easier viewing of these records. 5. Determine the dialog that should be associated with each flow action. 6. Repeat these steps for all application work types. Defining coaching tips Authorized supervisors or managers create coaching tips for their employees that remind them of best practices or areas to improve. Coaching tips are assigned to individual customer service representatives or to entire work groups. Use the Coaching tip worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Click Designer Studio > Customer Service > Quality Mgt & Coaching > Coaching Tip Inventory. 2. In the Show coaching tips in field, select All Inherited. 3. Click Run. 4. For each work type, click the Action to see the existing coaching tip. 5. Determine the coaching tip for the work type, process action, user, and workgroup. Pega Customer Service Implementation Guide 25

26 Defining knowledge content integration The Pega Knowledge application supports the creation of rich, multi-media content. This content can be searched by representatives and customers to help resolve a question or issue. This application is licensed separately from Pega Customer Service. If you plan on using this feature, complete the following steps. Use the Pega Knowledge worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. In the explorer panel, click Cases. 2. Click the first case type in your application. 3. Click Run to run the processes for that case type. 4. Determine the knowledge content needed for each stage and step in your process. 5. Repeat these steps for all case types. For more information about the Pega Knowledge Management application, see the Knowledge Management product page. Defining the search behavior Users can search for cases, knowledge content, and data such as accounts, contacts, and business units in the application portals. To search for instances related to Customer Service data source instances, you can configure the portal search option on the data source form as described below. For all other instances, you can use the full text search capabilities described in the Pega 7 Platform help. Use the Portal search worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Click Designer Studio > Customer Service > Customer Data Management > Customer Service Data Sources. 2. In the Show data sources in field, select All inherited. 3. Click Run. 4. Determine which data sources should be searchable. Pega Customer Service Implementation Guide 26

27 Defining the interaction goals The application displays an interaction goal to the user to guide the conversation with the customer. For example, values for customer value and net promoter category can affect how the representative interacts with the customer. Use the Interaction goal worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. In the explorer panel, click Records. 2. In the Records pane, expand Decision, and then select Decision Table. 3. In the Purpose Contains field, enter DetermineInteractionGoal. 4. Click Run. 5. In the results list, click each instance of DetermineInteractionGoal in the latest ruleset. 6. In the decision table, review the value in the Conditions column to determine which properties drive the value of the interaction goal property. Tip: For example, see the DetermineInteractionGoal decision table in the sample ruleset. 7. Click the Results tab. 8. In the Results section, expand Additional allowed results to determine if any new return values need to be added. Defining the call duration goal The call duration goal provides a call guidance message to the representative during a phone interaction. The DetermineCallDurationGoal decision table can include information such as contact center volume indicator, customer lifetime value, and last NPS score to set the value of the call duration goal. Use the Call duration worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. In the explorer panel, click Records. 2. In the Records pane, expand Decision, and then select Decision Table. 3. In the Purpose Contains field, enter DetermineCallDurationGoal. Pega Customer Service Implementation Guide 27

28 4. Click Run. 5. In the results list, click the instance of DetermineCallDurationGoal in the latest ruleset. 6. In the decision table, review the value in the Conditions column to determine which properties will be used to set the call duration value. 7. Click the Results tab. 8. In the Results section, expand Additional allowed results to determine if you need to add any entries need to the allowed results. Defining the call verification method When customers contact a customer support center, their authenticity is verified through account or contact information. In addition to existing verification methods, a new verification method can also be added by appending new method to the AppVerificationParam map value. To determine this setting: Use the Call verification worksheet in the Implementation Planning Workbook to record your decisions during this procedure. To determine the value for this setting: 1. In the explorer panel, click Records. 2. In the Records pane, expand Decision, and then select Map Value. 3. In the Map Name Contains field, enter AppVerificationParam. 4. Click Run. 5. In the results list, click the PegaCA-Work version of AppVerificationParam in the latest ruleset. 6. Click the General Configuration tab. 7. In the Results section, review the Additional allowed results for the map value. 8. Determine which method you will use to verify your customer. Defining the application settings Pega Customer Service contains several settings that you review and configure to affect the behavior of the application. These settings include interaction class, call volume refresh rate, and Pega Co- Pega Customer Service Implementation Guide 28

29 Browse values. Use the Application settings worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Click Designer Studio > Customer Service > Settings > Class Settings. 2. Click Update. 3. Determine the modifications needed to the entries in the data transform. Step 4: Define behavior for additional components Your implementation can have multiple components associated with it. Each of these components requires planning for a successful implementation. Pega Co-Browse Pega Knowledge Pega Marketing Pega Customer Service Social Engagement Pega Call (telephony integration) Pega Chat Expert Assist Net Promoter Score Expert Assist and Net Promoter capabilities are part of the Pega Customer Service application, but their use is optional. Pega Co-Browse, Pega Knowledge, Pega Marketing, Pega Customer Service Social Engagement, Pega Call, and Pega Chat are optional components that can be implemented at the same time as Pega Customer Service, or added to the application afterwards. Defining Pega Co-Browse configuration Two major tasks are involved in planning for Pega Co-Browse: Planning for the Pega Co-Browse server configuration Planning for the viewer and presenter user experience Pega Customer Service Implementation Guide 29

30 Planning for the Pega Co-Browse server configuration Use the Co-Browse worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Determine whether you are using Pega Cloud Collaboration Services or doing an on-premises installation of the server software. 2. If you are doing a cloud installation, contact your Pega representative to register for a Pega Cloud Collaboration Services account if one does not already exist. 3. If you are doing an on-premises installation, contact your Pega representative for documentation. 4. Obtain the values for the Pega Co-Browse API Key and API Token. These values allow your application to contact the service. For more information, see the Pega Co-Browse Implementation Guide. Planning for the viewer and presenter user experience Use the Co-Browse worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Determine which activation mode presenters will use to invoke the Co-Browse session. Modes include: Stealth Enables the presenter to use the Ctrl+Enter key combination to start the session. To use Pega Co-Browse with Pega Chat, always select this mode. API Enables the presenter to start a Co-Browse session using a custom method that they have defined using JavaScript and the Co-Browse API. For example, they could start a session from a custom button. Button Enables the presenter to start a Co-Browse session by clicking a Support button on the left side of the web page. This is the default mode. 2. Determine which website fields require masking. Pega Customer Service Implementation Guide 30

31 3. Determine whether the Pega Co-Browse window must be customized to match branding standards at your site. 4. Define a message that you want to appear before the viewer connects with the presenter. 5. Determine whether to enable remote control. Remote control allows the viewer to take control of the presenter's screen. Defining the Pega Knowledge configuration Pega Knowledge is a standalone application that is integrated with Pega Customer Service. Pega Knowledge supports the creation and organization of rich content that can be suggested to representatives in the context of the service processes that they are working on. Two major tasks in planning your application to support Pega Knowledge are: Identifying service cases that need content Developing relevant content needed to support specific service cases. When planning, focus on which content is necessary for complex service cases. Be careful about adding too much content so that the agent does not have to sift through the results. Use the Pega Knowledge worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. In the explorer panel, click Cases. 2. Click the first case type in your application. 3. Click Run to run the processes for that case type. 4. Determine the knowledge content needed for each stage and step in your process. 5. Repeat these steps for all case types. For more information on developing the knowledge content, see the Pega Knowledge User Guide on the Pega Knowledge product page. Defining Pega Marketing and Next-Best-Action Adapter behavior Next-Best-Action Adapter enables you to configure communication with the Pega Marketing application. Pega Marketing can be used with Pega Customer Service to drive up-sell, cross-sell, and retention offers, and provide additional guidance to representatives on the next best action for the Pega Customer Service Implementation Guide 31

32 current customer and context. These suggestions appear as Suggested Tasks during the interaction. Note: To use this feature, Pega Marketing must be licensed separately and Pega Web Mashup must be installed on the Pega Customer Service application server. For more information about Pega Marketing, see the Pega Marketing page on the PDN. Use the Next-Best-Action Adapter worksheet in the Implementation Planning Workbook to record your decisions during this procedure. For more information on configuring Next-Best-Action Adapter, see Configuring Next-Best-Action Adapter. Do one of the following: For remote case configuration, determine the Pega Customer Service case type, and corresponding Pega Marketing case type. For local case configuration, update the map value rule. Defining Pega Social Engagement requirements Customers can implement Pega Customer Service Social Engagement at the same time as Pega Customer Service, or they can add this component later. For information about the planning considerations for a Pega Customer Service Social Engagement implementation, see Pega Customer Service Social Engagement Implementation. Defining Pega Call configuration (telephony integration) Planning for telephony integration involves two major tasks: Planning the infrastructure and planning the Customer Service Representative (CSR) experience once the call is received. Planning the connectivity to your telephony infrastructure 1. Understand which telephony vendor your site uses. 2. Review Pega Call CTI Implementation materials to understand the configuration for your vendor. 3. Meet with the technical resources responsible for configuration and maintenance of the Contact Center Telephony and CTI infrastructure at your site to get an understanding of the current configuration and desired call flows and customer experience. Ensure that a resource from the telephony team is available to work with the Pega Call implementation team. Pega Customer Service Implementation Guide 32

33 4. Share with the telephony expert the information related to the way Pega Call gets connected to the CTI environment. The telephony expert is required to configure the CTI environment to allow Pega Call to connect and share the configuration details with the Pega Call implementation team. Use the Pega Call telephony setting worksheet in the Implementation Planning Workbook to record your decisions during this procedure. For more information on CTI-specific configuration details, see the individual configuration guides available on the Pega Call product page onpega Discovery Network. Planning the CSR experience Use the Pega Call telephony settings worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Determine how customer service representatives control their phone calls (hold, retrieve, and transfer) and manage their agent state (make themselves available or unavailable to receive customer calls). A CSR can choose to take calls using Pega desktop application (full telephony mode) or use another tool. For more information, see the individual configuration guides available on the Pega Call product page on Pega Discovery Network. 2. Determine what data will be sent from the telephony environment to the Pega 7 Platform. Understand what variables and formats will be used for the data and determine how to map these to Pega 7 properties. 3. Determine how the call will be handled when it arrives at the user's desktop. Screen Pop A popup notification displays information about the incoming call. Determine which telephony elements will be displayed on the screen pop. Start Interaction (also known as Auto-Accept) A call interaction is started automatically. No screen pop window is displayed. No Action No interaction or screen pop is triggered. For example, you may wish to do this setting for internal calls that are not related to the customer interactions. 4. If the call is handled by a screen pop or start interaction, determine the timeout. For more information, see Configuring screen pops section in the Configuration guide. Pega Customer Service Implementation Guide 33

34 5. Determine which type of call transfers will be supported. Warm transfer The customer service representative receiving the transfer has the opportunity to consult with the person transferring the call and has the option to accept the call. Blind transfer The call is transferred without the CSR first talking with the transferee. The call is transferred without a consultation call. 6. Define transfer reasons. Default reasons include Call in Wrong Queue, Caller Needs Additional Services, Escalated to Supervisor, and Other. Note: Use this option only if you want to transfer the interaction and cases with the call. Defining Pega Chat requirements Customers can implement Pega Chat at the same time as Pega Customer Service, or they can add this component later. For information about the planning considerations for a Pega Chat implementation, see Pega Chat Implementation. Defining Expert Assist configuration Expert Assist allows a user to request assistance during an interaction or process. When the user clicks the help button, the application determines the skills needed at the current point in the process, finds a list of available experts that have that skill, and then presents the user a list of experts and their current presence in Microsoft Lync. There are two tasks involved in planning to use Expert Assist: Verifying prerequisites Determining expert skills Verifying prerequisites Confirm the following: 1. The user has the Microsoft Lync 2010 client installed and active on their desktop. 2. The Microsoft Silverlight plugin is installed on the user's desktop. 3. The Lync server URL is listed as a trusted site in the user's browser. Pega Customer Service Implementation Guide 34

35 4. The operator IDs for the user and the user's supervisor contain an ID that corresponds to the ID used by the Lync server. Determining process actions and expert skills needed The application uses skills defined in operator profiles and compares them with skills defined for that part of the process to locate an expert. Use the Expert Assist worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Determine the process actions that require a specialized skill. 2. Determine which operators or workgroups possess that skill. For more information, see the Expert Assist Tech Note on the Customer Service product page. Defining Net Promoter Score settings During interaction wrap-up, the application calculates a Net Promoter Score based on the response to this question: On a scale of 0-10, how likely are you to recommend us to a friend? This response can be used to drive future interactions with the customer. The Net Promoter application, bundled with core Pega product, is an optional component of Pega Customer Service. When installed, the application generates follow-up cases for managers and supervisors to investigate. Note: Pega Customer Service includes customer satisfaction survey capabilities that you can leverage if you do not have the Net Promoter application installed. For more information about customer satisfaction survey configuration, search for the related topics on PDN. If you are using the Net Promoter application: 1. Determine how the follow-up cases from Detractor or Passive scores will be handled. 2. Record your decisions in the Net Promoter Score worksheet in the Implementation Planning Workbook. For more information, see the Net Promoter Tech Note on the Pega Customer Service product page. Step 5: Define the user experience (UX) customization Customizing the Pega Customer Service user experience to meet the UX standards at your site includes the following procedures: Pega Customer Service Implementation Guide 35

36 Designing the customer composite Designing the portals Designing application skin and styles Designing for screen performance Designing web self-service Localization and accessibility are also common user experience requirements. Refer to the Pega 7 Platform help for more information on these topics. Designing the customer composite For better application performance and usability, you should show data on the customer composite only when that data is needed. By using consistent criteria, you can determine the relative importance of each field and make the best decision on where to place each field on the display. Use the Customer composite worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. In the Designer Studio, click Launch > Interaction Portal. 2. Click +New > Demo Pop - BROWN. 3. Click Accept. 4. For the Lifetime value field, determine: If this information is needed more than once during the call. The likelihood that this information will be referenced during the call. The likelihood that this information will change the customer's behavior, questions, or perception. The likelihood that this information will change the representative's behavior. The time frame when this information will be needed. Pega Customer Service Implementation Guide 36

37 5. Based on these responses, determine: If the information should be visible, available, or accessible. Visible: Always present on the screen. Available: Ability to quickly view and make permanently visible. Accessible: Data is reachable within 2 clicks. Which screen quadrant should show the information. 6. Repeat these steps for each field on the customer composite. Designing the portals To ensure a more effective user experience, determine the contents of the Interaction and Account Manager portals to ensure that only relevant data is presented. In addition, determining how users enter the application, including customers, will help you plan for a better overall experience. Defining the portal content Use the Portals worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. In the Designer Studio, click Launch > Interaction Portal. 2. Open the Dashboard section. 3. Click the Switch to edit mode icon. 4. In the Edit dashboard section, choose your layout template and add your own widgets or select from the set of available widget options. 5. Click Publish to publish your settings. You can choose to publish the settings to the default dashboard or to the access group. 6. Review the My Reports, Manager Tools, and Pulse and determine if any modifications are required based on your business needs. 7. Repeat these steps for the Account Manager portal. For more information on configuring your dashboard, see Configuring your dashboard in Pega 7 Platform online help. Pega Customer Service Implementation Guide 37

38 Defining application entry point The Pega Customer Service portal can be accessed as is, or individual processes can be embedded as a mashup in an existing portal or application. 1. Review features provided by Pega Web Mashup. 2. Discuss these options with the resource currently managing the application in which you want to embed your process. 3. Decide on the most appropriate entry point for your site. These processes can also be made available to your customers directly. See Designing web selfservice. Designing application skin and styles You can customize the skinning of the application so that it complies with the branding and styling standards at your site. Use the Skinning worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Click Designer Studio > User Interface > Skins & Portals. 2. On the Skins tab, double-click the CSEndUser skin in the PegaAppCA ruleset. The Component Styles tab opens. 3. Determine which components require customization. For more information about skin rules, see the Pega 7 Platform help. Designing for screen performance Determine screen performance requirements for your applications. Examples of performance requirements include: The round-trip time from the server to client must be 1 second or less. The screen-to-screen time must be less than.5/second. To design for these types of requirements, consider: 1. Which business service level agreements exist. For example, the customer details must be available in one second or less while a representative is on the phone with the customer. Pega Customer Service Implementation Guide 38

39 2. How long it takes backend systems to gather the data it needs to display customer details. 3. Which fields does the representative absolutely need for the task they need to perform. 4. Whether any network configuration could cause latency, for example, representatives logged in through the corporate VPN or in a remote location. Designing web self-service You can allow your customers to directly perform tasks themselves in the Pega Customer Service application using web self-service. Web self-service capabilities can be implemented by: Embedding a portion of the application directly into an existing portal. This is done through Pega Web Mashup. Providing the Pega application itself as the user experience. This approach can take the form of a desktop application, a mobile application, or both. 1. Review features offered by Pega Web Mashup. 2. Review features offered by Pega Mobility. 3. Discuss these options with the resource currently managing the customer-facing user experience. 4. Determine the approach most appropriate for your site. Step 6: Define integration You must inventory which external applications exist at your site and plan how to connect to them. Tip: Identify integration points as early in your planning as possible. If a connection to an external data source is required and either the data itself does not exist or the interface to that data does not exist, you must account for the time to build the interface to this application. Use the Integration worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Identify all integration points for your application. 2. Identify which data is needed from each system of record, if you have not already done so during the defining the data model step. 3. Determine whether an interface to that system of record already exists and how to connect to it. Pega Customer Service Implementation Guide 39

40 Step 7: Define the security model and organization structure Security planning involves defining authorization and authentication strategies for your application. Authentication Proving to the application that you are who you say you are. Authorization Determines the functions that the application allows you to perform. This corresponds to access group and role configuration. Security planning also involves setting up the organization structure and operator attributes. The application provides a fine level of security in the form of access settings and denial rules. Many integration rules also incorporate authentication. For more information on the additional aspects of security, enroll in the Lead System Architect course on Pega Academy and cover the Security lessons corresponding to the following topics: Define authentication scheme Define authorization scheme Define organizational structure Define operator attributes Authentication schemes The Pega 7 Platform offers the following authentication types: PRBasic Based on passwords in the Operator ID data instances and the log-in form (defined by the HTML which your application can override). PRSecuredBasic Similar to PRBasic but passes credentials using Secure Sockets Layer (SSL) using Basic HTTP authentication. The log-in form is defined by the HTML which your application can override. PRCustom Supports access to an external LDAP directory or a custom authentication scheme. Pega Customer Service Implementation Guide 40

41 PRExtAssign Supports external assignments (Directed Web Access). J2EEContext Specifies that the application server in which the Pega 7 Platform is deployed uses JAAS to authenticate users. Defining your authentication scheme Your site can use a centralized, automated means of maintaining operator data instead of maintaining it manually in Pega Customer Service application. Use the Security model worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Discuss Authentication schemes with your site's security and application server teams. 2. Determine the appropriate authentication type. For more information on authentication scheme planning, read Authentication in PegaRULES Process Commander. Defining your authorization scheme Pega Customer Service application comes with a pre-defined set of access groups, roles, and privileges. You can use the application roles as a starting point, but you should create your own application-specific access groups and roles to avoid any future problems when upgrading. Other rule types such as sections, flow actions, and activities leverage roles and privileges to allow access to these rules at run time. Tip: You can review the Pega Customer Service access groups and roles. Click Designer Studio > Org & Security > Groups & Roles > Access Groups or Designer Studio > Org & Security > Groups & Roles > Access Roles. Defining your access groups Three access groups were created for you: <MyApp>:Administrator, <MyApp>:WorkManager and <MyApp>:WorkUser. Use the Security model worksheet in the Implementation Planning Workbook to record your decisions during this procedure. Pega Customer Service Implementation Guide 41

42 1. Identify additional access groups needed for your application. 2. Identify portals associated with these access groups. Defining access roles and privileges You can associate one or more roles to an access group. Roles are additive. The more roles that you add to an access group, the more authorization there is. Privileges can be associated with one or more roles. Use the Security model worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Determine which roles are needed for your application. You can use the Pega Customer Service roles as a starting point. 2. Determine which privileges to associate with each role. 3. Associate each role with an access group. For more information, see access group and role configuration in the Pega 7 Platform help. Defining the organization structure Leverage the organization structure for routing and reporting within the application. Typically, the application organization structure does not map operators exactly to the site's organization chart but instead, it maps the work that those operators do. Tip: For design guidance, read the article How to design user access to applications across an organizational structure. Use the Organization structure worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Click Designer Studio > Org & Security > Organization > Organizational Chart. 2. Review the existing structure. 3. Determine the organization, division, and unit levels of the hierarchy. Defining the operator attributes An operator's access group affects what the operator can do in the application. In addition to the access group, three fields in the operator record influence how the application handles assignment of work to the user: Pega Customer Service Implementation Guide 42

43 Work group Skills Calendar Tip: In many implementations, it is more efficient for the application to set values on the operator record during the authentication process than it is to have an administrator manually maintain these records. These rules must be configured as part of the authentication mechanism for your site. For more information, see the Pega 7 Platform help topic About Authentication Services. Defining the operator work group The work group setting on the operator record affects how the application delivers work to the operator. 1. Review the Operator record. 2. Determine the rules for assigning a work group to an operator or the role that multiple operators hold. Use the Organization structure worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Click Designer Studio > Org & Security > Organization > Operators. 2. Click the Operator ID. 3. On the Work tab, review the work group information for the operator record. 4. Determine your policy for assigning a work group to an operator or the role that multiple operators hold. Defining the operator skills Skill settings in the operator record affect how the application routes work to the operator. Skill settings also affect how the application gets the most appropriate work when using the Get Next Work feature. You must determine the skills that are appropriate for your application and operators. Read the Expert Assist Tech Note on the Customer Service page to learn how to use operator skill settings for Expert Assist. Use the Organization structure worksheet in the Implementation Planning Workbook to record your decisions during this procedure. Pega Customer Service Implementation Guide 43

44 1. Define the skills needed for the application. 2. Determine which operator records or roles should be associated with those skills. Defining the operator calendar The application calendar affects date calculations within the application, such as the date between business days calculation, and the SLA goal and deadline date calculation. Note: The calendar on the operator record is relevant only if you have users who are not working in the same time zone as the rest of the organization. Otherwise, the application uses the calendar on the organization record and you can skip this step. Use the Organization structure worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Determine the calendar instances needed for your application. 2. Determine which operator roles need a distinct calendar. 3. Determine the operator location. For more information, see Setting up calendar instances in the Pega 7 Platform help. Step 8: Define reporting requirements Consider your reporting requirements early in the planning process. Before introducing a new report, answer these questions: Does the report already exist? (For detailed information about the application-provided reports, see the PDN article Pega Customer Service 7.21 reports.) Who needs the report? When do they need the report? What is the content of the report? Why do they need the report? Where will it be run? Will it be run in the Pega Customer Service application, or using another reporting tool and source? With reporting, you should plan your reporting needs ahead of time to give you most flexibility later on. To do this: Pega Customer Service Implementation Guide 44

45 Determine reporting architecture. Review existing reports. Identify key operational metrics. Identify dashboard reports. Determining reporting architecture Determine which reports you will generate from the application, and which you will generate using a different reporting tool. To record your decisions during this procedure, use the worksheet in "Reports" in the Implementation Planning Workbook. 1. To understand reporting requirements, read the Reporting Overview PDN article. The concepts in this article apply to all versions of the platform. 2. Review the description of each application-provided report, identify the expected volume of data, and determine how often each you expect to run each report. 3. Identify other reporting tools at your site. Reviewing existing reports The application includes numerous reports. Identify the application-provided reports that meet your business needs. To record your decisions during this procedure, use the worksheet in "Reports" in the Implementation Planning Workbook. 1. From Designer Studio, click Launch > Interaction Portal. 2. Click the My Reports link. 3. Review each of the reports in the Public Categories section. 4. Determine who needs the report, what it contains, and when and why it's needed. Identifying key metrics Identify key metrics early in the planning process so that you can structure your application to generate the required metrics. Pega Customer Service Implementation Guide 45

46 To record your decisions during this procedure, use the worksheet in "Reports" in the Implementation Planning Workbook. 1. Review the list of existing reports with supervisors and managers. 2. Identify any metrics that are already provided by the application. 3. Identify metrics that are not already provided by the application. 4. Determine who needs each report, what it contains, and when and why it's needed. Identifying dashboard reports Additional application-provided reports are available from the Dashboard. Identify the applicationprovided dashboard reports that meet your business needs. To record your decisions during this procedure, use the worksheet in "Reports" in the Implementation Planning Workbook. 1. From Designer Studio, click Launch > Interaction Portal. 2. Click the Dashboard link on the Home tab. 3. Identify the reports that are relevant to your application, and decide if any reports must be replaced by a different report. Pega Customer Service Implementation Guide 46

47 Building features As you build and modify features, update the Application Specifications to reflect the changes. For instructions, see the About Application Specifications help topic in the Pega 7 Platform help. Follow these steps to build application features: 1. Building a new application 2. Integrating data 3. Configure interactions 4. Configuring channels 5. Modifying the user experience 6. Configure portal search 7. Quality reviews and customer satisfaction surveys 8. Campaign Management 9. Next-Best-Action Adapter 10. Expert Assist 11. Configure access groups 12. Reports Step 1: Building a new application To implement a Pega Customer Service application, complete the following tasks. Note: This procedure assumes that you have already created a new application. 1. Enabling automatic service case creation 2. Configure the New menu to test an application 3. Updating application settings Pega Customer Service Implementation Guide 47

48 Enabling automatic service case creation When you create a new application, you must complete some steps to enable the automatic service case creation for Case Designer and to start working with the Interaction Driver. You must create a new data source and an Interaction Driver. To create these artifacts, complete these steps, accepting any defaults for fields not listed: 1. In Designer Studio, click +Create > Data > Customer Service Datasource. 2. Complete the form with the following information and then click Create and open: Label - Primary Apply to - Organization-ApplicationName-Work 3. Complete the Detail tab of the Edit Customer Service Datasource form with the following information and then click Save: Page - Primary Class - Organization-ApplicationName-Work-Interaction 4. In Designer Studio, click +Create > Process > Interaction Driver. 5. Complete the form with the following information and then click Create and open: Label - Driver Apply to - Organization-ApplicationName-Work-Interaction 6. Complete the form with the following information and then click Save: Category name - General Data Source - Primary Default Category - General (You must save the form first before you can select General) Configure the New menu to test an application The New menu from the Interaction Portal is a useful way to test your application before you integrate your telephony system using Pega Call. To use the New menu, complete the following steps: Pega Customer Service Implementation Guide 48

49 1. In Designer Studio, search for CPMInteractionPortalMenu. 2. Click CPMInteractionPortalMenu from the lone search result. 3. Click Save as. 4. Accept the defaults and click Create and open. 5. Double-click the Phone Call entry. 6. Click Actions. 7. Update the Class Name field to Organization-ApplicationName-Work-Interaction-Call 8. Click OK. 9. Click Save. Updating application settings You must update the application settings to use the classes for the application that you created. These settings are located in a data transform named ApplicationSettings. To update the application settings: 1. In Application Explorer, navigate to PegaCA-Admin-ApplicationSetting. 2. Expand Data Model > Data Transform and select ApplicationSettings. 3. Replace all the entries that use PegaCA-Work with Organization-ApplicationName-Work. Note: Pega Customer Service uses Dynamic Class Referencing to avoid hard coding of class names. Step 2: Integrating data To integrate data into a Pega Customer Service application: 1. Generate data class to connect to your external data. This could be using a Connector to a web service or the Database Table Class Mapping wizard for a database. 2. Create a report definition to retrieve the data. 3. Create an Implementation class based on the PegaCA-Interface class that you are implementing. Pega Customer Service Implementation Guide 49

50 4. Update the data pages for that class by changing the sourcing of the data page to the report definition that you created. 5. Create response data transform for the data page to convert the data class fields to the interface class fields. 6. Repeat this process to populate all of the data pages you recorded in the plan section. Here is an example of the process that you follow to load account data from an external database for an application named MyApp. 1. Use the Database Table Class Mapping wizard to generate a data class named MyApp-Data- Account that accesses the external database table with account information. 2. Create a report definition named GetAccountByLastName that returns a list of accounts where the last name is matched with a value entered in the UI. 3. Create an implementation class by doing a save as from PegaCA-Interface-Account and naming that class MyApp-Interface-Account. 4. Update the MyApp-Interface-Account data pages (for example, D_Account_Details) to use the report definition that you created. 5. Create a response data transform in the MyApp-Interface-Account class to map the Interface and Data classes. Note: Pega applications come with data types that need to be configured to point to a site's data. You must configure these data types to integrate the site's data source into the application. To configure, go to Designer Studio > Data Model > View external data entities. For more Pega Customer Service Implementation Guide 50

51 information, see the PDN article, Viewing external data entities. Step 3: Configure interactions A customer service representative communicates with customers through interactions and can manage multiple service requests as part of a single customer session. A customer can call into a call center and make several changes to their account without having to speak to several different representatives. Interactions can occur over several different types of channels including: Phone calls Chat Social Interaction driver The Interaction Driver manages interaction configuration for a channel. You can toggle settings per interaction type for properties, such as: Coaching tips Dialogs Chat frequent sayings Quick wrap-up Additionally, you can configure categories to organize the Intent Tasks performed by customer service representatives. Configuring Interaction Drivers for each channel Interaction Drivers are already created for each supported channel, including Call, Chat, InCorr, Mobile, Outbound, Research, Sub (child interactions), and Web channels. If you need to modify an existing Interaction Driver: 1. Click the Records Explorer and click Process > Interaction Driver to see a list of all the driver instances. 2. Select the driver that you need to modify, and save this rule (driver) into your application ruleset. Pega Customer Service Implementation Guide 51

52 3. Add a category to the Interaction Driver by supplying the following information: Category Name - Name of the category to organize Intent Tasks. Data Source - Name of the data source to use. This determines the class used when you create new Intent Tasks in the newly created category. When - When rule used to control if the category displays to a user. Behavior - Determines whether this category displays all tasks and suggestions or only tasks, or only suggestions. 4. Add additional categories as defined in the Defining requirements section of this guide. 5. Click Save. Creating service cases Service cases represent the business transactions that you provide to a customer service representative for execution during an interaction. Service cases can be anything from an address change, to a transaction dispute, to a new enrollment, or an upgrade. To create service cases and make them available to customer service representatives: 1. Create a case in the Case Designer. 2. Add an Intent Task to the category to display the service case. 3. Configure when the task should appear to the customer service representative. Creating an Intent Task Intent Tasks are used to expose your service cases, created in the Case Designer, to the customer service representatives in the Interaction Portal. All Intent Tasks generated from the Case Designer are placed into the General category by default. If you want your service case to appear in a different category you create another Intent Task for it. To create an Intent Task: 1. Click Designer Studio > Customer Service > Interactions > Intent Task. 2. Select your interaction type and click Run. 3. Click Add. Pega Customer Service Implementation Guide 52

53 4. Enter the following information: Driver Category - The name of the Interaction Driver Category that the Intent Task should be part of. Task Name - The name that will appear to the customer service representative in the Interaction Portal. Usage - A description of the task. Associated Class - The class name where the Intent Task is created. This should be the interaction class of your application that makes it available for all interaction types. Starting Activity - The class name for the flow to use. Task Class - Enter the class name of the service process for this Intent Class Starting Flow - For all service cases built in the Case Designer the value will be pystartcase. Available In Task List - Clear this check box to prevent the task from showing in the list of available tasks in the Interaction Driver. Available in Mobile Task List - Choose True to enable the task to be displayed in the list of tasks available in the Mobile driver. 5. Click Add. To add task suggestions, enter the details under the Task Suggestion section. Creating Intent When rules Intent When rules are used by Intent Tasks to determine when tasks should be suggested, queued, or automatically launched. To create an Intent When rule: 1. In explorer panel, click Records, then expand Decision. 2. Right-click Intent When and select +Create. 3. Complete the following information: Label - The name for your Intent When rule Applies To - This should be your interaction class, for example MyApp-Work-Interaction Add to ruleset- An open ruleset to save the rule to. Pega Customer Service Implementation Guide 53

54 4. Click Create and open. 5. Configure the Intent When rule by using one or more conditions: Label- The name of the condition which you will use in the criteria logic DataSource - The data source to use. Field - The property from the data source to use. Operation - The comparison operation Value - The value to compare the field against 6. Use the labels from your conditions to complete the criteria logic, for example (a and b). You can also configure the auto launch of a service process at the start of an interaction based on a When condition defined in the Criteria tab. For more information, see Configuring the auto-launch of intent tasks article on PDN. Adding an Intent When rule to an Intent Task To suggest an Intent Task, you must configure an Intent When rule. To add an Intent When rule to an Intent Task: 1. Click Designer Studio > Customer Service > Interactions > Intent Task 2. Select your application, the interaction type where the intent task is located, and click Run. 3. Select the Intent Task that you are modifying from the list of Intent Tasks. 4. Click the Criteria tab. 5. Add a new condition: Intent Conditions - The Intent When to use. Action - If the Intent When is true, options for the Intent Task are: Suggested, Queue, or Auto- Launch. Visual Cue - The image to associate with the condition from the image catalog. This displays when you click the Lookup icon. Note: If there is more than one Intent When rule listed, the first one that returns True is used. Pega Customer Service Implementation Guide 54

55 Creating interaction goals Interaction goals help guide a customer service representative during an interaction. An interaction goal is the overall goal for a particular customer interaction and guides the outcome of the interaction toward a desired resolution. For example, if a company knows that a customer is dissatisfied, an interaction goal of remediate can trigger certain offers or tasks to make the customer happy, such as waiving a fee. Suggested offers or tasks are displayed in the Next-Best-Action Adapter during a service request. To display the current interaction goal, the Interaction Portal uses the InteractionGoal property located in MyApp-Work-Interaction. The InteractionGoal property uses a declare expression to load the correct value from the DetermineInteractionGoal decision table. When you create a new application, a blank DetermineInteractionGoal decision table is created for you. You need to populate it based on the information from the Defining requirements section of this guide. To populate the decision table: 1. In the explorer panel, click Records. 2. Select Decision > Decision Table. 3. In the Purpose Contains field, enter DetermineInteractionGoal. 4. Click Run. 5. Click DetermineInteractionGoal in the results list. 6. Update the decision table. 7. Click Save as. 8. Specify your class, MyApp-Work-Interaction, ruleset, and version. 9. Click Create and open. 10. Click Save. Creating call duration goals Call duration goals help guide a customer service representative during an interaction. They are used to communicate the speed at which an interaction should be resolved. To display the current call duration goal, the Interaction Portal uses the CallDurationGoal property located in MyApp-Work-Interaction. The CallDurationGoal property uses a declare expression to load Pega Customer Service Implementation Guide 55

56 the correct value from the DetermineCallDurationGoal decision table. When you create a new application, a blank DetermineCallDurationGoal decision table is created for you. You must populate it based on the information from the Defining requirements section of this guide. To populate the decision table: 1. In the explorer panel, click Records. 2. Select Decision > Decision Table. 3. In the Purpose Contains field, enter DetermineCallDurationGoal. 4. Click Run. 5. Click DetermineCallDurationGoal in the results list. 6. Update the decision table. 7. Click Save as. 8. Specify your class, MyApp-Work-Interaction, ruleset, and version. 9. Click Create and open. 10. Click Save. Adding Data Sources Pega Customer Service uses Data Source rules extensively throughout the system. Data sources are used to abstract class, clipboard references, and other parameters to simplify configuration of: Interaction Driver tasks and suggestions Composite displays Data references within dialog scripts Portal search data retrieval and display To add a data source: 1. Click the Records Explorer and select Data > Customer Service Datasource to display a list of instances. 2. Select an instance and save it to your ruleset. The fields are described below. Pega Customer Service Implementation Guide 56

57 The Detail tab includes: Source Select Clipboard Page to specify the associated Page, Class, and related Property information required for this Data Source (see associated fields below). Select Data Page to specify the Data Page for this Data Source. If Data Page is selected from the Source list, the rule form will refresh, displaying a Data page field (Smart Prompt) to specify the desired Data Page rule. Based on the Data Page specified, a Parameters section will be displayed, providing the related Parameter names associated with the specified Data Page. For each listed Parameter, specify the related Value (utilize the Smart Prompt). Data Source rules that use data pages as their source are intended to enable the configuration of Intent When rules that use these sources. As such, other options are not available and will be disabled when this option is selected. Composite data source, Dialog data source, Show news feed and Use as Favorites are not compatible with data page based data source rules. Page Enter the name of the clipboard page to use for this data source. Class Enter the class of the clipboard page entered in the Page field. Property Optionally, if you selected a List type of data source, enter.pxresults as the property name. Property class Optionally, if you selected a List type of data source, enter the class of the.pxresults list. Type Select whether the data source is a Page, List, or Special. Composite data source? Select this check box to indicate that this data source may be used as a composite data source. This field will be evaluated in order to populate data sources within the Interaction Driver and Composite landing pages. Pega Customer Service Implementation Guide 57

58 Dialog data source Select this check box to indicate that this data source may be used for data references within dialog scripts. This field will be evaluated in order to populate the data source selection field when configuring dialog scripts using the Configuration Tools wizard. Show news feed Determines whether the News tab will be available on data source composites for data sources of this type. Users must also have an associated privilege to view. Use as Favorite Determines whether this data source type can be used as a Favorite in the My Favorites gadget. Users will see an Add to Favorites button in the UI for this data source in case portals. Portal smart info activity Sets the activity to use to populate the SmartInfo data shown when a user expands one of his favorites from the My Favorites gadget. Favorite Keys Select the Property associated with the Data Source you are creating. For example, Contact use.contactid. The Properties tab includes: Property Properties included on this tab will be used to populate the list of available fields that users can insert into dialog scripts using the Configuration Tools wizard. The Search tab includes: Use in portal search? Select this check box to indicate that this data source should be searched as part of a portal search. Search activity Select the integration activity that should be used to perform the search operation. The Retrieval tab includes: Pega Customer Service Implementation Guide 58

59 Default interaction container Specify the name of the class that should be used as the default interaction class when a user selects a result from the portal search results list. Display harness Specify the name of the harness that should be used to display data when the user selects a result from the portal search results list. Supported in legacy portal only (before 7.13). Retrieval activity Specify the name of the activity that should be used to retrieve data needed to display data when the user selects a result from the portal search results list. Supported in legacy portal only (before 7.13). Interaction Flow Specify the name of the interaction flow that describes the starting flow to launch a Research interaction. Step 4: Configure channels A channel is a means of communication that a customer uses to interact with a company. Pega Customer Service includes integrated, multi-channel support capabilities for managing telephone, web chat, , and web-based service interactions. In addition, in-person interactions may be conducted using a mobile device such as a tablet computer. Pega Customer Service allows you to build your process once and reuse it in any channel, thereby saving time and money while improving consistency in today s multi-channel contact centers. The following channels are available with Pega Customer Service: Pega Call for integrating with telephony systems Pega Chat for messaging Pega Customer Service Social Engagement for monitoring social networks such as Twitter, Facebook, and YouTube for inbound mail interactions Pega Customer Service Implementation Guide 59

60 Pega Call Pega Call provides robust Computer Telephony Integration (CTI) support including adaptive screen pops, desktop telephony controls, and enhanced callout facilities. By leveraging the business rules engine architecture, service cases and dialogs can be reused across channels from Interactive Voice Response (IVR) to the web. For information about configuring Pega Call, see Pega Call on the Pega Discovery Network. Configuring Pega Chat Customers can implement Pega Chat at the same time as Pega Customer Service, or they can add this component later. For information about how to configure Pega Chat, see Pega Chat Implementation. Configuring Pega Customer Service Social Engagement Customers can implement Pega Customer Service Social Engagement at the same time as Pega Customer Service, or they can add this component later. For more information about how to configure Pega Customer Service Social Engagement, see Pega Customer Service Social Engagement Implementation. Configuring listeners You can configure Pega Customer Service to create correspondence cases from inbound messages and to respond to customer inquiries using outbound . To do this you must: 1. Set up an listener. 2. Create an account. Setting up an listener The listener uses the server to periodically poll for new inbound messages, and if found, direct messages appropriately for your application. 1. Click Designer Studio > Integration > > Listeners. 2. Click New. Enter the desired Listener name, for example, CPMListener. 3. Click Create. Pega Customer Service Implementation Guide 60

61 4. Complete the fields on the Properties tab. See the Pega 7 help for detailed information about field content and options. You can use the standard Default service package shipped with Pega Customer Service, which specifies an access group that includes the appropriate ruleset to function properly. To use a different service package, make sure that its access groups include Pega Customer Service rulesets. Specify the default Service Method called AddWorkItemFor . This method automatically creates Inbound Correspondence cases for inbound Click Save. 6. Create additional listeners for each account being monitored. Creating an account 1. Click Designer Studio > Integration > > Accounts to display the landing page. The page has gadgets that you can use to create, edit, and view outbound and inbound settings. See Pega 7 Platform help for more information about these rules and settings. 2. Click New to create a new account or edit the existing rule for PegaCA-Work. 3. Click Select Provider to automatically populate relevant fields in the Sender and Receiver property sections. 4. Enter the remaining fields with your specific account information. 5. Click Test Connectivity to ensure successful host connectivity. 6. Click Save. Mobile Pega Customer Service Mobile provides a touch-friendly user experience for service personnel using mobile devices (tablets). Using Pega Customer Service Mobile, a user may initiate interactions, access customer information (composites), and serve customers using service cases. Users may also access cases from workbaskets and work lists to assist with customer service. Differences between mobile and desktop portals Pega Customer Service mobile provides access to most of the capabilities available on user desktops. However, various elements have been optimized for the use cases typically encountered on mobile devices. The following are some key differences between mobile and the interaction portal: Pega Customer Service Implementation Guide 61

62 Slide-out menu : To provide a touch-friendly navigation experience, various items that are presented in separate tabs on the desktop are accessed from a slide-out menu. This includes the dashboard, workbaskets and work lists, and interactions in progress. Service processes and suggestions: Service processes, suggested service processes, and offers are presented at the top of the interaction area. The current service process is shown in blue with a star icon. Completed service processes are shown in blue with a check icon. Offers and suggestions are shown in gray. No customer validation: Customer validation is not included in the default interaction flow. Dialog and coaching tips: Dialog and coaching are not enabled for mobile interactions, as these are typically in-person interactions. Quick wrap-up: Mobile interactions do not include an explicit wrap-up stage. The interaction may be closed quickly using the Close button. Any service-case that is open as part of the interaction will remain assigned to the users and can be accessed from their respective work list. Chat and CTI support: Telephony integration (Pega Call) and web chat (Pega Chat) integration are not available on mobile devices. Responsive UI Pega Customer Service Mobile uses responsive UI design techniques to ensure that UI elements and screens are rendered appropriately on mobile devices. While developing UI for composites and service processes, you should leverage Pega 7 layouts and the application skin to ensure that screens are rendered appropriately on the smaller screen sizes typical of mobile devices. Where required, UI elements may also be specifically adapted for mobile devices using rule-specialization techniques such as circumstancing, as described in the next section. Mobile interaction class and Interaction Driver Interactions performed on mobile devices use the interaction class PegaCA-Work-Interaction-Mobile. Various rules related to interaction management have been specialized in this class. You should ensure that your mobile interaction class inherits from PegaCA-Work-Interaction-Mobile. The mobile interaction class includes an Interaction Driver rule specialized for mobile. By default, dialog and coaching tips are turned off for mobile interactions. Quick wrap-up has been enabled. The mobile interaction class includes a version of the AppVerifyContact flow that does not require verification of the contact. Pega Customer Service Implementation Guide 62

63 Note: Intent Task rules include a Show in List of Available Mobile Tasks? check box. This check box is no longer used. The mobile Interaction Driver does not filter Intent Tasks (suggested tasks) based on this check box. Rule specialization for mobile When required, rules are specialized to provide a more touch-friendly experience. Rules that are part of the Interaction Portal (apply to CPM-Portal) and those that apply to Pega Customer Service work classes (for example, PegaCA-Work) are specialized by circumstancing, as described below. Rules that are part of the interaction class (for example, PegaCA-Work-Interaction) are specialized by class by creating a specialized in the Interaction-Mobile subclass (for example, PegaCA-Work-Interaction- Mobile) class. Rule Circumstancing using CPMPortalType: Pega Customer Service uses the circumstance template CPMPortalType to determine when the Pega Customer Service interaction portal is being accessed from a mobile device. Various UI rules (in class CPM-Portal) are circumstanced to specialize them for mobile devices, that is when CPMPortalType = CPMInteractionMobilePortal. For example, the New work menu (CPMInteractionPortalMenu navigation rule) has been circumstanced so that only mobile interactions may be created using the New menu. The following rules have been circumstanced: Mobile Interaction Portal Harness: The CPMInteractionPortal harness has been circumstanced to provide touch-friendly portal behavior. Note that the harness includes various sections that are similarly circumstanced. Note: When reviewing the harness and related UI rules, note that Designer Studio displays the base version of each included rule rather than the one circumstanced for use on mobile devices. To review the circumstanced version of a rule, select View Versions from the Actions menu and select the circumstanced version. At run time, the circumstanced versions will be rendered. Slide-out menu: The circumstanced version of the CPMInteractionPortal harness uses a HeaderLeft screen layout. In the application skin, this layout includes a responsive breakpoint for the left sidebar so it is presented as a slide-out menu at screen sizes typical of mobile devices. Mobile Dashboard: The CPMDashboard section and associated sections have been circumstanced to ensure that they render appropriately on mobile devices. The dashboard uses two charts (rather than three on the desktop portal) to ensure that content fits at lower screen sizes. In addition, the user s work list and workbaskets are not displayed on the dashboard. Pega Customer Service Implementation Guide 63

64 Web self-service The availability of the service cases that you create are not limited to the Interaction Portal. You can use Pega Web Mashup to embed the cases you create into another application. Step 5: Modify the user experience There are multiple places where you can change the user interface of the Interaction Portal. Each location that you want to update follows a similar process. 1. Determine which part of the user interface that you want to change. 2. Locate the user interface element that is responsible for rendering what you want to change. 3. Implement your change. Note: As you implement changes to the user interface, make sure that end users test the changes. Do not wait until the end of a project to perform the testing because it costs more to make change at the end of the release cycle. Determine which part of the user interface to modify When users first access the Interaction Portal, they see the Home page, which typically contains information about the user, a menu along the left side, and various sections such as My cases and My workbaskets that display information to a customer service representative (CSR). You can customize the user interface and display any data that you have integrated into your application. Locating the user interface element to change 1. Click Live UI. 2. Select an element. When selected, Live UI gives you all the information about that UI element. You are able to see the sections and harnesses that an element is a part of. 3. Click the Open rule in Designer Studio icon to open that rule in Designer Studio and update it as needed. Implementing user interface changes to the Interaction Portal Changes to the Interaction Portal include: Pega Customer Service Implementation Guide 64

65 Add a new property to a section. Add a new section to the Interaction Portal. Modify the look and feel of the Interaction Portal. Add a new tab to the composite. Launch a service case from the composite. Log a non-process action that occurred during an interaction. Change the reports used on the home page. Adding a new property to a section 1. In the Interaction Portal, click Live UI and determine the section that you want to modify. 2. Click the Open rule in Designer Studio icon to open that rule in Designer Studio. 3. In the Application Explorer, locate the property that you want to add to the section. 4. Drag the property into the section where you want it to display. 5. Click Save as. 6. Save the rule to the default Applies to class and make sure that the ruleset is for your application. 7. Click Create and open. 8. Click Save. Adding a new section to the Interaction Portal 1. In the Interaction Portal, click Live UI and determine the section to which you want to add a section. 2. Click the Open rule in Designer Studio icon to open that rule in Designer Studio. 3. In the Application Explorer, locate the section that you want to add. 4. Drag the section into the section where you want it to appear. 5. Click Save as. 6. Save the rule to the default Applies to class and make sure that the ruleset is for your application. Pega Customer Service Implementation Guide 65

66 7. Click Create and open. 8. Click Save. Additionally, with sections, you can use When rules to update which layouts and sections are visible. This is helpful if you want a manager to see content that a non-manager should not be allowed to see. To modify the visibility of a display: 1. Click the View properties icon to configure the layout or section. 2. Change the Visibility to Condition. 3. Enter a When rule or conditional expression. 4. Click OK. 5. Click Save. Updating the Interaction Portal skin You can update the look and feel of the Interaction Portal to reflect the color scheme of your company. Pega Customer Service takes advantage of the standard Pega 7 Platform skinning features within an application. 1. In Designer Studio, click ApplicationName > Open Application Skin. 2. Update the look and feel options as appropriate. 3. When you are finished, click Save as. Note: To learn more about skins, click Help. 4. Click Create and open. 5. Click Save. If you give your skin a different name, you need to update the application to reflect the new name. 1. In Designer Studio, click ApplicationName > Open Application. 2. Change the Skin field to the skin that you created. 3. Click Save. Pega Customer Service Implementation Guide 66

67 Configuring Interaction Portal tabs When creating a Pega Customer Service application, you can add or modify the tabs located in the composite. The composite uses standard Pega 7 Platform user interface elements. To create a new tab, create a section containing the information that you want to see. Once you create a section, add it to the composite. 1. In the Interaction Portal, click Live UI and determine the section used to display composites. 2. Click the Open rule in Designer Studio icon to open that rule in Designer Studio. 3. In the Application Explorer, locate the section that you want to add. 4. Drag the section into the section where you want it to appear. 5. Click Save as. 6. Save the rule to the default Applies to class and make sure that the ruleset is for your application. 7. Click Create and open. 8. Click Save. Launching a service case from the composite It is easier and more efficient to launch a service case directly from the composite rather than using the Add Task menu. For example, you want to display an Edit link next to the customer's address to enable a CSR to change an address more quickly. 1. In the Interaction Portal, click Live UI and determine the section where you want to launch the service case. 2. Click the Open rule in Designer Studio icon to open that rule in Designer Studio. 3. Add a UI element, for example a button or link, into the section where you want to launch the service case. 4. Click the View properties icon to configure the UI element. 5. Click Actions. 6. Click Create an action set. Pega Customer Service Implementation Guide 67

68 7. Click Add an event. 8. Click Click. 9. Click Add an action. 10. Click All actions. 11. Click Create work. 12. Specify the Class Name and Flow Name of the service case that you want to launch. 13. Click OK. 14. Save your updated section. Log an event during an interaction Customer Service Representatives (CSRs) convey information when interacting with customers. For example, a CSR can remind customers when their next payment is due. You do not want to create a process for this, but you do want to capture the information conveyed to the customers. 1. In the Interaction Portal, click Live UI and determine the section where you want to log information. 2. Add a UI element, for example, a check box, in the section where you want to log the conveyed information. 3. Click the Open property panel icon to configure the UI element. 4. In the Cell Properties dialog box, click change to modify the control type used. 5. Click Other in the Advanced section. 6. In Select a control text field enter CPMHistory. 7. Click Parameters tab and enter the field details. FieldName - Name of the Field Value property to use. FieldValue - Value of the Field Value property to use. DefaultImage - Image that should appear when not selected. ClickedImage - Image that should appear when a CSR clicks the default image. Pega Customer Service Implementation Guide 68

69 ReasonFieldValue - In the Wrap Up, this option appears in the Reason for interaction list. 8. Click OK. 9. Save your changes. Change the home page reports You can modify the reports shown on the home page. The reports shown can change, based on the role of the user logged into the Interaction Portal. 1. In the Interaction Portal, click Live UI and determine the reporting section in the Home page. 2. Click the Open rule in Designer Studio icon to open that rule in Designer Studio. 3. Configure this section by removing the charts that you do not want and adding charts to this section. Note: For more information about working with charts, click Help. 4. Save your changes. Step 6: Configure portal search The search functions of Pega Customer Service portal enable users to search for cases (work objects), knowledge content, and data sources such as accounts, contacts, and business units. When the user selects a result from the list, Pega Customer Service opens a tab in the general work area to either display the work object (case) or the data source. When an account or contact has been selected, a research interaction is created (.pyworkidprefix = RI-), allowing the user to run service processes in a similar manner to a phone interaction. Since a research interaction is not an interaction with a customer, dialogs and coaching tips are not displayed. Other capabilities such as Expert Assist, Pega Knowledge, and Other Actions are available to the user. Configuring portal search for external data sources Pega Customer Service uses Data Source rules to configure portal search functions for external data sources. For any external data source that you want to include in the Pega Customer Service portal search, use the following steps to configure the data source. 1. On the Search tab of your data source rule, select the Use in Portal Search? box and select the name of the integration activity to call to perform the search query. Pega Customer Service Implementation Guide 69

70 2. On the Retrieval tab, complete the following fields defining the retrieval criteria. Default Interaction Driver Enter the name of your site-specific class that inherits from the PegaCA-Work-Interaction- Research class. This class is used to create a temporary work object to display data source results. Display Harness Enter the name of the harness in the default interaction container class used to display data source information once the user selects a result of this type from the portal search results list. Retrieval Activity Enter the name of the integration activity (in the default interaction container class) that used to retrieve any additional information needed to populate the display harness view. Configuring search for cases and work objects Pega Customer Service uses the Pega 7 Platform search facility for work objects and case data. Pega Customer Service searches for your work types/objects only if they are listed on your application rule or an inherited application rule. When the user selects a work object or case from the portal search results list, a tab is opened in the general work area using the Review harness for that work type. For more information on enabling search of work data for your application, see Pega 7 Platform help. Step 7: Quality reviews and customer satisfaction surveys You can configure the content and scoring rules used to implement quality management reviews and customer satisfaction surveys. Tasks include: Configuring Survey Rules Configuring Survey Rating Categories Configuring Survey Selection Determining Interactions to Survey for Customer Satisfaction Changing Net Promoter Settings Pega Customer Service Implementation Guide 70

71 Configuring survey rules Pega Customer Service uses survey rules for both quality management and customer satisfaction survey processing. Survey rules determine the scoring criteria and the questions asked in the survey. To configure a survey rule: 1. In the Search gadget, enter SampleQualitySurvey. 2. Click Save as, select the Applies To class, and enter the name of the survey as the Purpose. Save it to your ruleset. 3. Enter a short description for the survey. This value becomes the name of the survey. 4. On the Scoring Levels tab, enter a title name for each scoring level. The titles appear when a user is responding to the survey. 5. On the Questions tab, enter information in the fields described below. All fields are required. Category Enter the name of the category to be evaluated. Question Enter the text question that is to be displayed to the person responding to the survey. Weight Enter the integer or decimal value that is used as a weighting factor when calculating the survey score for this category. Level 1-5 scores Enter the numeric score for each level that can be selected for the category. 6. Click Save. Configuring survey rating categories You can set rating categories for reviews and surveys that are based on the total survey score calculated by the system. Example: A score of less than 2 results in an overall rating of Needs Improvement while a score greater than 4 results in an overall rating of Exceeds Expectations. Pega Customer Service Implementation Guide 71

72 1. From the Application Explorer, select PegaCA-Work > Decision > Map Value > CAGetOverallRating. 2. Click Save as, enter a map name, and save it to your ruleset. 3. On the Matrix tab, update the table to include: Total Score enter the evaluation criteria as (for example, < or <) and total score Overall Rating enter the text you want to associated with the score Default enter the default text; surround the text by quotes 4. Click Save. Configuring survey selection Pega Customer Service enables you to differentiate surveys first by work type (the class name that the survey applies to) and then by decision rules that specify custom criteria. Example: You want your high-value customers to receive different satisfaction surveys from those received by standard customers. Entry-level CSRs and experienced CSRs could be evaluated using two different surveys. To configure survey selection: 1. From the Application Explorer, select PegaCA-Work > Decision > Decision Tree. 2. Select one of the following instances and save it to your ruleset. CADetermineQualitySurvey sample quality review survey CADetermineSatisfactionSurvey sample customer satisfaction survey 3. On the Decision tab, enter the decision criteria and the name of the survey that you want to display. 4. Click Save. Determining interactions to survey for customer satisfaction You can configure the criteria used to determine which customer interactions initiate customer satisfaction surveys. 1. In the Search gadget, enter SatisfactionSurvey. 2. Select the Intent Task instance and save it to your ruleset. Pega Customer Service Implementation Guide 72

73 3. On the Criteria tab, add the Intent When rule Select as the Intent Condition. 4. Indicate whether you want to suggest the process or queue the process when the condition evaluates as true. 5. Enter the visual cue that you want to associate with the condition from the image catalog that is displayed when you click the Lookup icon 6. Click Save. Changing Net Promoter Settings The NPS survey embedded section (NPSRatingInWrapUp) in wrap-up has been configured to not display using a Visibility Condition. To enable display of the NPS section during interaction wrap-up, remove the Visibility condition in the appropriate interaction class for the relevant section (example: PegaCA-Work-Interaction.CAWrapUpCommon). The following section assumes that the Visibility condition (referenced above) has been removed. During interaction wrap-up, Pega Customer Service will calculate a Net Promoter scores based on the response to this question. On a scale of 0-10, how likely are you to recommend us to a friend? The Net Promoter Score question UI is contained in the section PegaCA-Work.NPSRatingInWrapUp. To remove the NPS question from your wrap-up process, copy the CAWrapUp section for your interaction class into your site-specific ruleset and delete the embedded section for NPSRatingInWrapUp. In Pega Customer Service, the question detail is stored on the interaction object itself upon clicking Submit. Pega Customer Service will calculate the response and quantify the interaction as: Detractor (0-6) Passive (7-8) Promoter (9-10) This detail can be used in future interactions to set the Interaction Goal property and to drive specific application behaviors when configured. Pega also offers a Net Promoter Framework. If installed, answering the Net Promoter question in wrap-up also creates a Net Promoter object. When the response is Detractor or Passive, a follow-up case is created. Pega Customer Service Implementation Guide 73

74 More details on the Net Promoter Framework can be found in the Tech Note Using the Net Promoter Framework available on thepega Discovery Network. Step 8: Campaign management Campaigns are cross-sell, restitution, reward, or retention offers that customer service representatives (CSRs) can discuss with customers. Pega Customer Service comes with several sample campaigns that you can replace with your own. Opportunities are customer requests that are not necessarily campaign-related, but arise during an interaction. Campaign offers appear (if the Check Offers checkbox is selected in the interaction driver rule) to the CSRs just as other suggested service cases in the task area of the Interaction Portal. CSRs navigate through the offer by following a script just as they do with other service cases. For more information, search for related topics on Pega Discovery Network. Step 9: Next-Best-Action Adapter The Pega Customer Service Next-Best-Action Adapter enables users to leverage the powerful capabilities of the Pega Marketing application within their Interaction portal. The Next-Best-Action Adapter is designed to enable sharing and reusing of capabilities between Pega Customer Service and Pega Marketing. Note: To use Next-Best-Action Adapter features, install the licensed version of the Pega Marketing application. Configuring Next-Best-Action Adapter Before configuring Next-Best-Action Adapter ensure that Pega Customer Service and Pega Marketing applications are installed successfully. Next-Best-Action Adapter supports the following types of configurations: Local Configuration Remote Configuration Local Configuration 1. In Designer Studio, open PegaCA-Admin-ApplicationSetting.CPMNBASettings data transform. 2. Update the.nbaadaptersetting property value to Local. Pega Customer Service Implementation Guide 74

75 3. In Designer Studio, click Customer Service > Customer Experience > Next-Best-Action Adapter Configuration. 4. Click Advisor Server link and add the Pega Marketing URL. For example, 5. Optionally, to update or add context information for strategies to process and respond with appropriate actions, click Map Additional Interaction Context link and update the data transform rule. Note: Pega Marketing follows a defined structure to map the context properties. Follow the examples from the data transform rule. Be cautious while adding or updating Type, Key and Value properties in the data transform rule. 6. To update the container name, click Update Containers and update the mapvalue rule. 7. Pega Customer Service comes with predefined actions such as TopOffers, RetentionPeak, NeedsAssessment, and LostStolenCard. Each action is mapped to a call, a flow rule, a boolean property to display peak offers or not, and an image. To add a new action or update an existing action, click Update. Remote Configuration Note: Ensure that prgatway is deployed before the remote configuration is completed. 1. Configure host in the prgateway. For more information on how to configure host in the prgateway, refer to the related articles available on PDN. 2. In Designer Studio, open the PegaCA-Admin-ApplicationSetting.CPMNBASettings data transform. 3. Update the.nbaadaptersetting property value to Remote. 4. To configure Next-Best-Action Adapter remote system, click Next-Best-Action Adapter link. Add or update the Gateway URL, System URL, System ID (host name configured in the prgateway), and Application Name (Application rule of the remote system). 5. Click the respective links to configure the SOAP Service URL or REST Service URL, or both. 6. To create an intent task to represent a federated case, select the Represents a Federated Case check box on the intent task rule. This points to the remote cases from the remote system and to the flows. Note: If you do not need any next best actions, update the.nbaadaptersetting property to None in the PegaCA-Admin-ApplicationSetting.CPMNBASettings data transform. Pega Customer Service Implementation Guide 75

76 Step 10: Expert Assist Expert Assist enables users to request assistance from an expert during an interaction or service process by initiating a collaboration session with an available expert using Microsoft Lync When a user requests expert assistance, Pega Customer Service determines the skills needed at the current point in the interaction, find a list of available experts who have that skill, and present the user a list of experts and their current presence in MS Lync. After an Expert Assist session has been initiated, the full set of Lync features available in the Lync client are available to the user, including IM, Audio, Screen Sharing, Video and File Sharing. ExpertAssist requires the following components to function: Microsoft Lync is an enterprise platform for Unified Communications. To use ExpertAssist, the user must already have a Lync 2010 client installed and active on their desktop. ExpertAssist depends on the availability and functioning of the Lync client SDK and assumes that the user is signed in. The Microsoft Silverlight plugin must be installed in the user s browser. Expert Assist depends on a Silverlight control to interact with the Microsoft Lync client SDK. The Pega Customer Service server URL must be listed as a trusted site in the user s browser. The Pega Customer Service operator along with their supervisor should have a valid ID (recognized by Lync) configured in the Operator ID rule form. The application must include the CPM-ExpertAssist:07-13 and PegaFW-Lync:07-13 ruleset. For more details about configuring Expert Assist, search for the related topics on PDN. Step 11: Configuring access groups When your application is created, three access groups are created for you. Application:Administrators - Can build the application within Designer Studio. Application:Managers - Can access to the Interaction Portal and can view specific manager related roles such as creating dialogs and coaching tips. Application:Users - Can access to the Interaction Portal but cannot access management features. As with any access group, you can customize the roles to modify the privileges for that group. The main roles that apply to an access group are listed below: Pega Customer Service Implementation Guide 76

77 PegaCA:CSR Allows a user to use the Interaction Portal to run interactions and create work. PegaCA:Manager Allows a user access to management features such as dialog, coaching tips, and quality reviews. PegaCA:SysAdmin Allows a user to access Designer Studio to create and modify customer service applications. PegaFW:SocialAdmin Allows a user to manage social filters in the Social Engagement Portal. CSSocial:SocialCSR Allows a user to create and resolve cases for the Social Engagement Portal. PegaCA:AccountManager Allows a user access to the Account Manager portal. For a complete list of all access groups and roles in Designer Studio, click Designer Studio > Org & Security > Groups & Roles. It is a best practice to create new access groups and roles that are based on the default access groups and roles that come with the product. This insulates your application from changes if the roles and groups change permissions in a future release. Refer to the roles and groups that you created in the Define requirements section. To update an access group: 1. Click Designer Studio > Org & Security > Groups & Roles > Access Groups. 2. Click Save as to save the role to your application. It is recommended that you name the role with a different name. Update the roles to use the ones that you created for your application. 3. Click Create and open. 4. In the Definition tab, map the Name and Version field details with your application and click Save. To update an access role: 1. Click Designer Studio > Org & Security > Groups & Roles > Access Roles. 2. Select the access role that you want to use, for example PegaCA:Manager. Pega Customer Service Implementation Guide 77

78 3. Click Save as to save the role to your application. It is recommended to give the role a different name. 4. Click Create and open. 5. Click Save. Step 12: Configuring reports Pega Customer Service includes many standard reports for monitoring and analyzing work. For detailed information about each report, see the PDN article Pega Customer Service 7.21 reports. Configuring the Estimated Application Savings report The Estimated Application Savings report calculates the savings achieved using Pega Customer Service by comparing the call duration for a service process against an average benchmark for the same process run in a legacy system. The time savings are then multiplied by a cost factor to apply a dollar value to the savings achieved. Setting up the report Record the following information: An interaction cost per second value A benchmark duration value for each process that you want to calculate The SavingsAmount and TimeSavings Declare Expression rules Optional updates to the savings report Configuring the report 1. Identify the relevant service case class that you want to add to the Estimated Application Savings report. 2. Copy an instance of.caprocesstimecost to your ruleset, and then apply it to the relevant service case class. 3. On the Expressions tab, update the cost value of CAProcessTimeCost as cost per second. 4. Click Save. 5. Copy an instance of.cabenchmarkduration to your ruleset, and then apply it to the relevant service case class. Pega Customer Service Implementation Guide 78

79 6. On the Expressions tab, update the value of the duration in seconds. 7. Click Save. 8. Copy an instance of.savingsamount to your ruleset, and then apply it to the relevant service case class. 9. On the Change Tracking tab, change Execute this expression to regardless of any pages it is contained in. 10. Click Save. 11. Copy an instance of.timesavings to your ruleset, and then apply it to the relevant service case class. 12. On the Change Tracking tab, change Execute this expression to regardless of any pages it is contained in. 13. Click Save. Repeat these steps for each service case class that you want to include in the calculation. Samples are provided for the following classes under PegaCA-Work: AddressChange CloseAccount Complaint Correspondence DisputeTransaction General Interaction Interaction-InCorr Modifying the Savings report 1. From the Application Explorer, select PegaCA-Work > Reports > Report Definition > CPMApplicationSavings. Pega Customer Service Implementation Guide 79

80 2. Edit the report to meet your requirements. 3. Click Save. Modifying the Drill-down report 1. Open the User Interactions tab for the CPMApplicationSavings report definition. 2. Copy an instance of the drill-down report to your ruleset. 3. Modify the drill-down report. 4. Update the CPMApplicationSavings report definition to point to the modified drill-down report. Testing a new application Testing a new application includes the following procedures: 1. Testing in the Build environment 2. Testing in the Test or Production environments 3. Testing in the UAT environment Testing in the Build environment Test a new application in the Build environment before migrating the new application to a Test or Production environment. Testing in the Build environment enables you to verify that basic functionality and interfaces work correctly and also that performance is acceptable. 1. Run functional tests to test specific features from the end-user perspective. 2. Test features used by all service intents, such as: security, eligibility, search, and loading of data. For this unit testing, automated scripts are recommended but not required. 3. Use the Performance tool (PAL) to measure the performance of the application. For information about the PAL tool, see About the Performance tool in the Pega 7 Platform help. Prior to extending your site-specific Pega implementation, Pegasystems recommends that you establish a performance benchmark (baseline) using PAL. This allows subsequent, iterative performance tests against the established baseline to help identify any degradation in performance resulting from development efforts. Pega Customer Service Implementation Guide 80

81 Use PAL to check the performance of the following features: Search Account selection Loading of components Kickoff of all service intents. For this unit testing, automated scripts are recommended but not required. Save the PAL test results so that you can compare them to future PAL test results to determine whether an application update has a performance impact. 4. Verify that the Pega-provided reports and your custom reports run successfully, and that they show your implementation layer data, rather than the default demonstration data. This can be an automated test. 5. Test all integrations, both independently and with associated integrations. Test integrations for any optional Pega Customer Service components and other applications that you plan to use such as Pega Call, Pega Chat, Pega Knowledge, Pega Customer Service Social Engagement, Pega Co-Browse, and Pega Marketing. See the product documentation for the component or application to determine which product components to test. For Pega Call, check the following pieces of moving infrastructure: Switch Provider software Connectivity (network) CTI engine Integration to the CTI engine In addition, check all delegated rules (for example, coaching tips). 6. Test security. Test the most common roles to ensure that the required access groups are configured and point to the correct software version. Pega Customer Service Implementation Guide 81

82 Testing in the Test or Production environments After you import the application to a Test or Production environment, you test the application in the new environment to verify that it works correctly in that environment. Notes: For a multitenancy configuration, run tests in each tenant region. The testing performed in the Test environment should include usability testing to ensure that the application meets the UI standard. 1. Verify that the source (Build environment) and destination (Test or Build environment) files are the same. 2. Run functional tests to test specific features from the end-user perspective. 3. Test features used by all service intents, such as: security, eligibility, search, and loading of data. For this unit testing, automated scripts are recommended but not required. 4. In the Test environment, run the Application Guardrails Compliance Score to ensure that the application meets guardrails. 5. Verify that there is an open Production ruleset so that managers will be able to edit dialogs, coaching tips, and knowledge content in the Test and Production environments, and so that they can share those changes. Rulesets are typically locked during migration; you will need to unlock the ruleset after migration. 6. Verify that the Pega-provided reports and your custom reports run successfully, and that they show your implementation layer data, rather than the default demonstration data. This can be an automated test. 7. Test all integrations, both independently and with associated integrations. Test integrations for any optional Pega Customer Service components and other applications that you plan to use such as Pega Call, Pega Chat, Pega Knowledge, Pega Customer Service Social Engagement, Pega Co-Browse, and Pega Marketing. See the product documentation for the component or application to determine which product components to test. For Pega Call, check the following pieces of moving infrastructure: Switch Provider software Pega Customer Service Implementation Guide 82

83 Connectivity (network) CTI engine Integration to the CTI engine In addition, check all delegated rules (for example, coaching tips). 8. Verify that the integrations point to the correct system of record, and not to the system of record for the Build environment. 9. Test security. Test the most common roles to ensure that the required access groups are configured and point to the correct software version. Use these common roles in your smoke tests (see next step). 10. Run a smoke test to compare the source and destination environments. Verify that all tests that pass in the Build environment also pass in the Test or Production environment. If anything fails, compare the environments to determine whether a difference in environment could cause the test to fail. If the environment caused the failure, either fix the issue that caused the failure or adjust the test as appropriate for the new environment. 11. Run performance tests to verify that performance meets expectations. Pega recommends automated performance testing. Save the results so that you can compare them to future performance test results to determine whether an application update has a performance impact. Testing in the UAT environment After you complete testing in a Test environment, it is common for large call centers to perform User Acceptance Testing (UAT) in a designated UAT environment, which could be a Pre-production environment. UAT ensures that end users will be able to successfully complete work and meet business objectives. Note: Organizations that use agile methodology for application development will complete less formal UAT as part of each sprint cycle. 1. Verify the integrity of the UAT environment. 2. Have the end-users (or BAs acting the role of end-users) run scripts to test all scenarios including boundary and exception testing. The end-users (that is, the trainers, managers, and directors), do the following during UAT: Pega Customer Service Implementation Guide 83

84 Verify that there are no major issues. Review changes in order to better understand the features. Customize the delegated rules (for example, coaching tips) as needed. Packaging a new application To migrate a new application to a different environment, you must first package the application so that it can be imported to the new environment. Packaging and importing a new application includes the following procedures: 1. Merging application changes 2. Packaging an application for migration 3. Importing the packaged application 4. Overriding rules to use Pega Customer Service Social Engagement If deployment is to a Multitenancy environment, see Multitenancy deployment considerations. Merging application changes If you developed your application features in separate branches, use the Merge Branches wizard to merge the branches before you package the application. The wizard shows any merge conflicts so that you can correct them before you merge the branches. For information about how to use the Merge Branches wizard, see Merging branches in the Pega 7 Platform help. Packaging an application for migration Before you can migrate a new application to a different environment, you must package the relevant data instances and rulesets into a product rule. The product rule is an instance of Rule-Admin- Product, and it is referred to as the RAP file. 1. Click Designer Studio > Application > Distribution > Package to start the Application Packaging Wizard. For information about how to use that wizard, see About the Application Packaging wizard in the Pega 7 Platform help. 2. Complete each page of the Application Packaging Wizard. Pega Customer Service Implementation Guide 84

85 3. On the last page of the wizard, click Preview. 4. Review the contents of the generated RAP file. 5. On the last page of the wizard, click Modify to make any changes. 6. When the RAP file is complete, click Export. The wizard creates a.zip file in the ServiceExport directory on the current application server node. Importing the packaged application To deploy a new application to a different environment, import the.zip file that contains the packaged application to the new environment. 1. Click Designer Studio > Application > Distribution > Import. 2. Use the Import Gadget to import the target.zip file. For detailed information about how to use that gadget, see Import landing page tab in the Pega 7 Platform help. For information about how to swap the database connection pointers to your Production database after an import to a Production environment, see the Pega 7 Platform Upgrade Guide. Note: For an on-premises Co-Browse integration, be sure to update the data transform rule to point to the correct Co-Browse server if necessary. Multitenancy deployment considerations In a multitenancy environment, the shared application components are deployed only to the shared environment, and the tenant-specific components are deployed only to the tenant region. For information about how to package and deploy a shared application or a tenant-specific application, see the Pega 7 Multitenancy Administration Guide. A deployment to a multitenancy environment has the following requirements. The package for the tenant layer should include production rule sets for that tenant. The package for the shared layer should not include production rule sets. The package for the tenant layer should include the tenant-specific Pega Call configuration settings, such as sample operators, service packages, CTI links, and call objects. The package for the shared layer should include the global Pega Call configuration settings that apply to all tenants, such as Pega Call rules. The package for the tenant layer should include the table definitions for that tenant. Pega Customer Service Implementation Guide 85

86 Note: Multitenancy is not supported for Pega Customer Service Social Engagement. Overriding rules to use Pega Customer Service Social Engagement To configure the Pega Customer Service Social Engagement application, you need to override the following rules in the implementation layer class where interaction work instances are created. Feature History Profile Widget - My performance Widget - Agent performance Widget - Team performance Rules Report definition - CSSocialLoadServiceCasesByContact Data page -D_CSSocialServiceCaseHistory Data page-d_contactdetails Report definition - GetCaseIDList Report definition - TeamPerformance Report definition - TeamPerformanceForWorkgroups After you override the rule, complete the following steps for widgets - Agent performance and Team performance: 1. Log in to Designer Studio. 2. In the search field, enter TeamPerformance. 3. Open the report definition - TeamPerformance. 4. On the Data Access tab, in the Class joins section, enter your class in the Class name 5. On the Pages & Classes tab, in the Class field, enter your class. Pega Customer Service Implementation Guide 86

87 Production maintenance and monitoring Production maintenance and monitoring Production maintenance and monitoring include the following: 1. Business rule maintenance in the Production environment 2. Application monitoring 3. Identifying and reporting issues Business rule maintenance in the Production environment As a manager, you can update Dialogs, Coaching Tips and Expert Skills in the Production environment using the Tools > Configuration option available in each process action of the case type. This feature allows managers to change these options without having to wait for a rule deployment. Managers must have the same privileges associated with the PegaCA:Manager role in order to maintain these rules. Note: Skills instances need to be created in order for them to be available in the selection of available Expert Skills. Managers can also create reports in the My Reports section of the portal. For more information, see Working with the Report Browser in the Pega 7 Platform help. The manager can be given the ability to update other rule types in the Production environment. For example, the manager can update the Goals and Deadline for a certain case type. These rules must be delegated in the Designer Studio first. After the rule has been delegated, you can access it by clicking your operator profile> My rules. For more information on rule delegation, see Delegating a rule or data type in the Pega 7 Platform help. Application monitoring Pega 7 Platform application health monitoring In addition to your site's database and application server monitor tools that you already have in place, the Pega 7 Platform offers an application called Autonomic Events Services (AES). Autonomic Event Services (AES) is an application that automatically monitors, retrieves, and organizes the alert data from one or more clustered systems throughout the enterprise. Pegasystems also provides the Predictive Diagnostic Cloud (PDC), which allows you to benefit from AES without installing it locally. PDC is a Software as a Service offering of AES. Pega Customer Service Implementation Guide 87

88 Production maintenance and monitoring Customer service application monitoring Monitor the following areas in order to ensure optimal response times and overall application health. Segment application agent processing to a dedicated JVM (Java Virtual Machine). This configuration will ensure end users will not have to share resources with background processes. Monitor integration response time. Over time, slow integration points can cause average handle times to increase. When queues start to grow, it becomes very difficult to recover which may require usage of offline services or a backup application. Regularly perform a Layer 7 health check. Layer 7 is the application layer of the OSI model. Having visibility into the details of a connection can allow you to filter out unwanted traffic from entering your call center in the form of DDoS attack, for example. It can also help with load balancing. Having visibility into the call details also gives you information needed in order to more intelligently route the call. For more information, Regularly perform a health check on CTI layer. Periodically check to make sure the application can communicate with the switch. Periodically call the application to make sure it can get through an entire process. Monitoring Social Engagement applications If your application uses Social Engagement, monitor your social engagement accounts (for example, your Facebook and Twitter accounts) to ensure that they do not expire. For more information, see the Pega Customer Service Social Engagement Implementation topic. Identifying and reporting issues As with any application, your users will encounter issues that they need to report as they begin to use the application. When deploying your application to the production environment, you must do the following: 1. Identify operational staff who will be responsible for responding to issues reported in the production environment. 2. Establish procedures with those resources to triage, respond to, and escalate issues. 3. Determine procedures for delivery of changes to the production environment. Pega Customer Service Implementation Guide 88

89 Pega Chat Implementation Pega Chat Implementation Note: The use of Openfire (open source chat server) with Pega Chat has been deprecated and is not supported for new installations. Customers can implement Pega Chat at the same time as Pega Customer Service, or they can add this component later. For more information about Pega Chat, see the Pega Chat product page on the PDN. Pega Chat implementation includes the following processes: Determining which chat window type to use Defining requirements for Pega Chat implementation Building Pega Chat features Testing, packaging, and maintaining Pega Chat Determining which chat window type to use Pega Chat supports the following types of chat windows: An inline chat window that opens in a small, inset window on top of the web page where the user initiated the chat session. The user is connected to a chat CSR for assistance. A pop-out chat window that opens in a separate browser window from the web page where the user initiated the chat session. This type of window provides self-guided troubleshooting suggestions, and then enables the user to connect to a CSR for additional assistance. To select which chat window type meets your business needs, use the worksheet in Customer chat experience in the Implementation Planning Workbook. The following table describes the features supported for each chat window type. For more information about each feature, see the topics in Defining requirements for Pega Chat implementation. Feature Inline chat window Pop-out chat window Pega Co-Browse from the chat window CSR initiates the request and customer accepts. The Pega Co-Browse session key is automatically exchanged between clients, and therefore does not need to be provided during the session. CSR requests a Pega Co-Browse session key from the customer using the chat window. Pega Customer Service Implementation Guide 89

90 Pega Chat Implementation Feature Inline chat window Pop-out chat window Queue assignment Varies based on parameters set in the JavaScript snippet. Can be one default queue, user-selected queue, or auto-assigned based on URL mapping. Business rules determine the most appropriate queue based on customer responses. Common phrases Supported Supported Pre-chat questions Part of the queue definition. Defined as part of the application flow. (Prechat questions defined for the queue are ignored.) Page push Supported Not supported. However, clickable links may be shared from the chat text window. Proactive chat Supported Not supported Guided troubleshooting and links to knowledge articles Not supported Supported Post-chat survey Not supported Supported Pega Customer Service Implementation Guide 90

91 Defining requirements for Pega Chat implementation The steps to define the requirements for your Pega Chat implementation vary depending on which chat window type you will use. For an inline chat window, complete the following tasks to define requirements: 1. Defining which web pages will have chat capabilities 2. Defining the chat window branding 3. Defining optional proactive chat for inline chat 4. Defining the chat queues and operator skills 5. Defining URL mappings for inline chat 6. Defining common phrases 7. Defining web pages to push for inline chat 8. Defining optional Pega Co-Browse settings 9. Defining dashboard widgets 10. Defining the chat server location and communication settings For a pop-out chat window, complete the following tasks to define requirements: 1. Defining which web pages will have chat capabilities 2. Defining the chat window branding 3. Defining the chat queues and operator skills 4. Defining the pop-out chat window behavior 5. Defining common phrases 6. Defining optional Pega Co-Browse settings 7. Defining dashboard widgets 8. Defining the chat server location and communication settings Pega Customer Service Implementation Guide 91

92 Step 1: Defining which web pages will have chat capabilities To list the pages on your website that will have chat capabilities, use the worksheet in "Chat-enabled web pages" in the Implementation Planning Workbook. Step 2: Defining the chat window branding You can customize the chat window to better match your website or branding. The header section of the inline chat window is the logo and message that appears at the top of the window. The text section of the inline chat window is the conversation area, which includes system messages. To record your decisions during this procedure, use the worksheet in Customer chat experience in the Implementation Planning Workbook. 1. Determine the font family for the chat header text. 2. Determine the font color for the chat header text. 3. Determine the background color for the chat header text. 4. Determine which image to display to the left of the chat header text. For example, you can display a company logo. The header can fit a 21 pixel by 21 pixel image. 5. Determine the background color for a message sent by the customer. Pega Customer Service Implementation Guide 92