Customize Your Application Pega Customer Service 7.4 April 2018 Core features for initial implementation (approximately 8-10 weeks) Stated durations are estimates, and assume that installation tasks are being performed by someone that has prior Pega knowledge and training, the skills needed to perform the indicated steps, and the required level of system access. Individual experiences may vary based on these and other factors. Pega Customer Service is one of the Pega Customer Relationship Management suite of products, Pega Sales Automation and Pega Marketing being the other key offerings in that suite. Pega Customer Relationship Management is a unified suite, meaning the products, although licensed separately, are built on common foundations, share functionality and are provided and (with the exception of Pega Marketing) installed together. The shared components will get installed regardless of which application you install. If your license extends to other Pega Customer Relationship Management applications, review the documents covering Customize Your Application topics for those other applications. There is no implied sequence in the order that you follow these parallel application specific documents. Also note that the order and, in many cases, complexity of the following steps have been greatly (and positively) impacted by the introduction of Pega Express in recent releases. If you are not new to Pega Customer Service customization, but are new to Pega Express, please pay close attention to the new features in the Customer Service Implementation Guide to understand the full impact on your implementation and likely changes in implementation timescales. While the title of this document speaks to customization, the bulk of the tasks covered in this document are configuration steps, and the majority of those tasks are also now documented within the application through Application Guides. We have kept the configuration steps in this document because there is a logical sequence in how both configuration and customization are tackled. Where customization is necessary, it will be noted explicitly in the step description. For more information on the following steps, see the Pega Customer Service 7.4 Implementation Guide on the Customer Service product page. 1. Create the Customer Service application using the New Application wizard. If you have not already done so, use the New Application wizard to create your application. Access the New Application wizard within Designer Studio from ([Application Menu] > New Application). Pega Customer Service - Customize Your Application 1
From the What type of application do you want to build? screen, select Customer Service 7.4 and click Use this application type. Select the service request bundles that reflect the lines of business for your new application and then click Continue. The next form allows you to select or deselect service requests to further tailor the service requests you want in your new application. Note: This allows you to start reviewing service requests very early in your implementation project making step 7 an optional step. Click Continue. The data types are preselected for you based on your service request bundle selection, and correspond to the service requests that were selected. We recommend you accept the preselected data types, or work with your Customer Service system administrator prior to deselecting any data types to help ensure your implementation is successful. Click Continue. Select the desired interaction channels for this application and click Continue. (Optional) Select the Customer Decision Hub for use in this new implementation. Click Continue. Select the desired application theme for your new application Name and create the application. Note: The Advanced configuration link provides access to other application settings such as the application and case class structure and organization settings. These settings are more advanced by design, and it is recommended to work with your Customer Service system administrator prior to setting or changing these configurations. 2. Configure access groups. Note: Default access groups, and access roles get created through the new application wizard (step 1). Use the Invite Users gadget displayed after your new application has been created to invite other users to help configure and build out the application. After entering a Pega ID or email address, select the appropriate access role for that user. Review the Pega-provided access groups. Create access groups to reference your application requirements as needed. Ensure your access groups specify the Available roles required for each of your access groups. 3. Set up user access roles and privileges/organizations. Review the Pega-provided user access roles and privileges (for example, PegaCA:CSR). Copy or create, if needed, to provide the required roles and user privileges defined in your application. Pega Customer Service - Customize Your Application 2
Add the Access Roles to the corresponding access groups. This is a task that should be done in Designer Studio. Access this functionality through Designer Studio > Org & Security > Groups and Roles. Note: Pega Express does not address full group and role management functionality, but it does provide visibility to operators and their access groups in the application and the ability to change the related application view (portal) for applicable access groups. To view people (users) and access groups through Express, select the Switch to Express mode option in Designer Studio and select Users > Organization to configure organizations and organization hierarchies. 4. Set up operators. Map access groups to operators. 5. Configure your Customer Service composite view. Customer Service composites can be configured using Pega Express with access to a wide variety of templates providing significant design flexibility and options. You can utilize the current composite view or select a different template and rearrange or add other fields to meet your business needs. If your composites will be referencing data from other systems you will have additional configuration and setup per step 9 below. 6. (Optional) Set up interaction driver/interaction types. You will have started the configuration of interaction types/channels in step 1. This is one of the areas of configuration/customization that have been changed and to a large extent simplified with the introduction of Pega Express. Switch to Express mode and select Settings > Interactions to review channel configuration options that are now Express enabled. One of the most important options is the Add Task category menu population options that are managed here. Review Pega-provided interaction types. Modify, if needed, to accommodate any new interaction types required for your implementation. Review Pega-provided interaction driver categories for service requests (in Pega Express when managing Pega-provided channels). Change as appropriate. Modify, if needed, to accommodate new or edited driver categories, and to organize Pega-provided or new service requests added for your implementation. This is a potential area for customization assuming that you are adding third party channels. Review Pega-provided interaction/intent tasks. Modify, if needed, to map to any new service requests that were added using Pega Express (see below). 7. (Optional) Review existing service requests (case types). Pega Customer Service - Customize Your Application 3
You will have seen and selected the Pega-provided service requests that you want to use early on (in step 1). You can review Pega-provided service requests at any point within Express. Modify, if needed, to update properties or processes associated with the service request to accommodate your specific business work flow needs, data, or other customer service requirements. Existing service requests can be accessed through the Cases left hand menu category in Pega Express. New service requests can also be created from the same screen. The best practice recommendation is that service requests should be created and configured in Pega Express. The following Pega-provided service requests can be edited using Pega Express: - Dispute Transaction - Lost or Stolen Card - Address Change - Complaint or Compliment - Update Contact Profile - Schedule Activity - Send Correspondence 8. Create new service requests. Use the New Case functionality in Pega Express (noted above) to initiate new service request creation. Note: Only service requests created from Pega Express expose all editing capabilities in Pega Express. If you have created service requests through Designer Studio, you will be limited in your configuration options in Pega Express. As stated in Step 7 above, the best practice recommendation is that service requests should be created in Pega Express. On the Service Request Options screen within the Pega Express case configuration view, map the new service requests to categories and designate whether the service request should be suggested etc., according to your business needs. 9. Review and update data objects. Map the application data types and properties to your site's system of record. See Get Connected to Customer Data on the Customer Service product page for high level guidance. 10. Modify or create new dialogs and coaching tips. Use the Configuration tools in existing or new service requests to edit or create new Dialogs (requires PegaCA:Manager role). Pega Customer Service - Customize Your Application 4
Use the Configuration tools in existing or new service requests to edit or create new Coaching Tips (requires PegaCA:Manager role). Note: Managers use the Configuration tools UI from within the Interaction Portal to make the changes referenced above. 11. Set up dashboards. Review Pega-provided dashboards, widgets, and reports for the CSR and Manager Interaction Portal, the Back Office Portal & the Account Manager Portal. Modify, if needed, each dashboard to present the key information relevant to users in each portal (for example, operational charts and metrics, assignments/work, and so on). Configuration of dashboards is done through the configuration control (Gear icon) to select desired layout template and component widgets/charts. 12. Set up call duration goals. This is a potential area of customization. Modify the DetermineCallDuration decision table to provide additional guidance to CSRs during an interaction. 13. Set up call timer service level agreements. The interaction call timer can be adjusted based on the context of a call and the customer. Interactions that may require more time to help ensure first contact resolution can be configured in the SetSLATimeValues map value rule. 14. Set up suggested tasks (Intent When rules). Create Intent When rules to suggest service requests based on configurable business criteria. Note: Pega Express should be used to configure when service requests should be suggested and the related action (suggested, queued, or launch the service request). From the Service request options panel of the desired Service request (Case), use the Suggest service request When dropdown option to select the desired When rule for when the service request should be suggested to CSRs. 15. Configure the application harnesses. This is a potential area for customization. Review Pega-provided Perform, Confirm, and Review harnesses, and add Customer Service infrastructure assets like: - Conditional Harness Sections - Customized Composite Displays 16. Configure customer verification Pega Customer Service - Customize Your Application 5
Configure how your business requires CSRs to verify customers at the start of a phone, chat, email, or social interaction. Customer Verification configuration is available in Express > Tools. Optional features for Phase II (approximately 12-16 weeks) Optional features are largely channel specific, and depend on the points of engagement you wish to provide to customers and employees. While we ve referenced an order below, the channels you configure, and when are a decision that your business will make. 1. Configure channels. Using Pega Express, set up Pega Chat. - Configure your web site to initiate chat requests. - Configure queues and skills-based routing. - Configure content (common phrases, data masking) that may be used as part of chat conversations or impact content in the resulting chat transcript attached to the incident record. - Some Chat configurations (Chat Client look and feel, Proactive Chat) need to be done through Designer Studio on the Pega Chat landing pages. Set up telephony integration (Pega Call). - Connect Pega to your telephony platform (CTI Server). - Use data from the telephony system (for example, IVR) to look up customer information and present it to CSRs on screen pops. - Suggest or initiate service requests based on IVR selections. - Configure the CSR user experience with telephony to suit your needs. - This is an area of likely customization (particularly if the CTI server being integrated is supported via Open CTI rather than a Pega-provided connector). Set up Social Engagement channels. - Review Pega-provided social channel features. - Configure connectors to Facebook and/or Twitter. - Configure topics (keywords) social queues, and routing options through Pega Express - Configure list of pre-defined CSR responses (common phrases) through Pega Express. Set up AI-Enhanced Email. - Steps for configuring email for use within the Pega Customer Service application are outlined in the Configuring Email application guide. Pega Customer Service - Customize Your Application 6
- Note: The Customer Service sample ruleset contains a sample email configuration for reference. - Create a new email channel interface via Channels and interfaces. - In the Email handling section, select a new email account. - On the behavior tab, identify any cases from your application that you want to suggest when appropriate to CSRs. Configure the matching criteria for making appropriate suggestions. - Configure suggested responses and matching criteria. Test your case and suggested reply configuration with the test tool available from the configuration window. - Configure routing logic. Customer Service supports a smaller subset of routing options than the platform email feature specifically assign to operator and assign to work queue. Set up Web Self-Service (WSS). - Note: While we package a web self-service demo app as part of the sample ruleset, we don t ship a WSS application, so this is an area of customization. Customers should be incorporating Pega mashup and channel components as appropriate in their own web assets. - Determine what Service Requests or other Customer Service capabilities (Self Service Advisor, Chat, Co-Browse, etc.) you want to expose to your customers through your web self-service site. - Modify the UI as needed to accommodate the desired user experience for your customers. - Utilize Pega Web Mashup to embed Service Requests, composites, or other Pega Customer Service capabilities in your web self-service site. 2. Set up the Mobile experience for customers. Note: This optional task follows a similar pattern to WSS (you will need to build a Pega mobile application for customers). Determine what Service Requests or other Customer Service capabilities you want to expose to your customers through your mobile self-service mashups. Modify the UI as needed to accommodate the desired mobile user experience for your customers. Build a mobile application using the Pega Mobile client or use Pega mashup technology. 3. Configure the Mobile experience for employees. Note: This optional task follows a similar pattern to WSS (you will need to build a Pega mobile application for your employees). Pega Customer Service - Customize Your Application 7
Identify cases where Pega Customer Service may be used by employees on mobile devices (typically tablets). Review information presented on the mobile portal and update, if needed, to meet your needs. Identify service requests that will be used by employees serving customers who are using the mobile portal. Modify them, if needed, to ensure that the information is presented appropriately on mobile devices and the experience is touch-friendly. If desired, build a mobile application (ios or Android) using the Pega Mobile client. 4. Configure Satisfaction and Net Promoter surveys. Satisfaction and Quality Surveys - Configure the type of survey you want to send customers (Quality or Satisfaction survey). - Modify the decision criteria to specify the survey you want to use. - Configure the interaction types that will trigger the survey (for example, Satisfaction Survey Intent Task, specify the Intent When). - Configure which channel to use for sending customer surveys (for example, email, SMS etc.). Net Promoter Surveys - Review the Pega-provided Net Promoter survey. Modify, if necessary, to reflect the NPS questions you want to ask your customers. - Determine when you want to send Net Promoter surveys to customers. Modify the necessary flows to send the survey. - Configure which channel to use for sending the surveys (for example, email, SMS). 5. Set up Pega Co-Browse. Review the Pega-provided co-browse features and configuration. Modify, if needed, to accommodate your customer needs. Configure your application to allow co-browsing. This task can be completed using Pega Express. To access Pega Express, select the Switch to Express mode option in Designer Studio. Click Settings > Behavior from the left hand menu to enable Co-Browse and enter applicable tokens and API keys. Some Co-Browse configurations (Co-Browser server URL) need to be done through Designer Studio. Pega Customer Service - Customize Your Application 8
6. Set up Pega Knowledge. Create your Taxonomy and categories for your knowledge content classification using the Knowledge Management Portal (requires KMSysAdmin access group). Create and publish articles using the authoring tools in the Knowledge Management Portal. Configure your application to allow the display of Knowledge Management content within the interaction portal and limit suggested articles. This task can be completed in Pega Express. To access Pega Express, select the Switch to Express mode option in Designer Studio. Click Settings > Behaviors from the left hand menu to configure. Configured Pega Knowledge articles to be contextually-displayed with specific service requests. Use the Configuration tools in existing or new service requests to edit or create new suggestions per case (requires PegaCA:Manager role). 7. Set up Self-Service Advisor instances. This step should be performed after Pega Chat and Knowledge Management are fully configured. There are explicit dependencies on both of those add-ons. Knowledge Management is required for the Advisor. Pega Chat is also highly recommended. Customization steps will largely be around identity management use cases (sharing identities with the Advisor widget) and CDH strategies for personalization. By default, Advisor supports the consumption of cookies to inject identities as it loads. See Configuring Self-Service Advisor for details on configuring advisor instances and more advanced configuration activities around personalization (identity, adding new self-service requests etc.). 8. Web Chatbot/Facebook Messenger. Note: The Customer Service sample ruleset contains a sample IVA configuration for reference. This step assumes that you have already specialized the cases you will add to your bot through Pega Express. Create a new IVA interface via Channels and interfaces, clicking on the webchat or facebook options. Pega Customer Service - Customize Your Application 9
Add content (case commands or response commands. On the behavior tab, configure system responses and authentication behaviors and timeouts. Save, preview, and test. 9. (Optional) Configure Customer Relationship Management Extensions (2 to 3 weeks). See Pega Customer Relationship Management suite of applications for guidance on CRM configuration steps. 2018 Pegasystems Inc. All rights reserved. All trademarks are the property of their respective owners. The information contained in this document is subject to change without notice. Pega will not be liable for technical or editorial errors or omissions contained in this document.