Customize Your Application

Transcription

1 Core features for initial implementation (approximately weeks) Pega Customer Service is one of the Pega Customer Relationship Management suite of products, with 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 for Customer Service in recent releases. If you are not new to Pega Customer Service customization but are new to Pega Express, pay close attention to the new features in the Customer Service 7.31 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, as 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. 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. For more information on the following steps, see the Customer Service 7.31 Implementation Guide on the Customer Service product page. Pega Customer Service Customize Your Application 1

2 1. Create the Customer Service application using the New Application wizard. From the What type of application do you want to build? Screen, select Customer Service 7.31 and click Learn More and Use this application type. Select all case types/service requests that apply to your application and then select Continue. Note: This allows you to start reviewing service cases very early in your implementation project, making step 7 optional. Click Continue. Select channels for this application and click Continue. (Optional) Select the Customer Decision Hub for use in this new implementation. Click Continue. Select Data Types applicable to this implementation. Click Continue. Name and publish the application. 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. Default access groups, roles, and operators are created through the new application wizard (step 1). All operators are provided disabled and will need to be manually enabled. See the Enable Required Operators application guide for details. Steps 2, 3, and 4 of this document are only required when creating new groups, roles, and operators prior to a production roll-out. Some functionality associated with Access Group management has now moved to Express. Select the Switch to Express mode option in Designer Studio and click Users > People to review access groups. You will still need to use Designer Studio to create/edit/manage access groups, access roles, and privileges. Review the Pega-provided Access Groups. Create access groups to reference your application requirements as needed. Ensure your Access Groups specify the Access Roles required for your operators. Pega Customer Service Customize Your Application 2

3 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. 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. While Express for Customer Service does not address full group and role management functionality in this release, 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 click Users > Organization to configure organizations and organization hierarchies. 4. Set up Operators. Map Access Groups to Operators. 5. Create your Customer Service Composite view. This is a potential area of customization. Update the composite harness to configure a customer composite that matches the implementation data model and is appropriate for your implementation. 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 for Customer Service. Switch to Express mode and click Settings > Channels 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. Pega Customer Service Customize Your Application 3

4 Modify, if needed, to accommodate new or edited driver categories, and to organize Pegaprovided or new service requests added for your implementation. This is a potential area for customization if you are adding third party channels. Review Pega-provided interaction tasks. Modify, if needed, to map to any new service requests that were added using Pega Express (see step 7). 7. (Optional) Review existing Service Requests (case types). You will have seen and selected the Pega-provided service cases you want to use in step 1. You can review Pega-provided service requests at any point within Express. Modify, if needed, through Express 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 cases can be accessed via the Cases category in the left hand menu in Pega Express. New cases can also be started from the same screen. 8. Create new Service Requests. Use the New Case functionality in Pega Express (noted above) to initiate case creation. Only service cases created from Express expose all editing capabilities in Express. If you have created cases through Designer Studio, you will be limited in your configuration options in Express. The best practice recommendation in step 7 also applies to step 8. On the Service Request Options screen within your Express Case, map the new service requests to categories and designate whether the case 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 Pega Customer Service 7.31 Get Connected to Customer Data for high level guidance. 10. Modify or Create New Dialogs and Coaching Tips. Use the configuration tool in existing or new service requests to edit or create new Dialogs (requires the PegaCA:Manager role). Use the configuration tool in existing or new service requests to edit or create new Coaching Tips (requires the PegaCA:Manager role). Pega Customer Service Customize Your Application 4

5 Note: Managers use the Configuration tool user interface (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, and the Account Manager Portal. Modify, if needed, each dashboard to present the key information relevant for your business and 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 the 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 Suggested Tasks (Intent When rules). Create Intent When rules to suggest service requests based on configurable business criteria. As of the Customer Service 7.22 and 7.31 releases, this is the primary work stream that has to be performed in Designer Studio around case creation and display decisioning. Once created in Designer Studio, the suggested tasks are available as conditions in the applicable case design experience within Pega Express. Express should be used to configure when service cases should be suggested and the related action (suggested, queue, or launch the case). 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 case should be suggested to CSRs. 14. 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 Pega Customer Service Customize Your Application 5

6 Optional features for Phase II (approximately weeks) Optional features are largely channel specific and depend on the points of engagement you wish to provide to end customers and employees. While we have referenced an order below, your business should decide which channels you configure and when. 1. Configure channels Using 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 cases 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 an out of the box connector). Set up Social Engagement channels. - Review Pega-provided Social Engagement features. - Configure connectors to Facebook and/or Twitter. - Configure queues and skill based routing. - Configure content (common phrases) through Express. Pega Customer Service Customize Your Application 6

7 Set up Web Self-Service. - While we package a web self-service demo app as part of the sample ruleset, we do not provide a web self-service 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. - Use 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. This optional task follows a similar pattern to web self-service (you will need to build something 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. This optional task follows a similar pattern to web self-service (you will need to build something for customers). 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 cases 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. Pega Customer Service Customize Your Application 7

8 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, SatisfactionSurvey Intent Task, specify the Intent When). - Configure which channel to use for sending customer surveys (for example, , SMS, etc.). Net Promoter Surveys - Review the Pega-provided Net Promoter survey. Modify, if necessary, to reflect the Net Promoter survey 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, , SMS). 5. Set up Co-Browse. Review the Pega-provided co-browse features and configuration. Modify, if needed, to accommodate customer needs. Configure your application to allow co-browsing. This task can now be completed in Pega Express. To access Pega Express, select the Switch to Express mode option in Designer Studio. Click Settings > Behavior from the left hand side menu bar to enable Co-Browse and enter the applicable tokens and API keys. Some Co-Browse configurations (Co-Browse server url) need to be done through Designer Studio. 6. Set up Pega Knowledge. Create your Taxonomy and categories for your knowledge content classification using the KM Portal (and applicable KM enabled operators). Pega Customer Service Customize Your Application 8

9 Create and publish articles using the authoring tools in the KM Portal. Configure your application to allow the display of KM content within the interaction portal and limit suggested articles. This task can now be completed in Pega Express. To access Pega Express, select the Switch to Express mode option in Designer Studio. Click Settings > Behavior from the left hand side menu bar to configure. Configure Pega Knowledge articles to be contextually displayed with specific service cases. Use the configuration tool 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 Pega Knowledge are fully configured. There are explicit dependencies in both of those add-ons. Pega Knowledge 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 Customer Decision Hub strategies for personalization. By default, Advisor supports the consumption of cookies to inject identities as it loads. See the Pega Discovery Network (PDN) for details on configuring advisor instances and more advanced configuration activities around personalization (identity, adding new self-service cases, etc.). 8. (Optional) Configure CRM extensions (2 to 3 weeks). For guidance on CRM configuration steps, see Using Multiple Pega CRM applications. Pega Customer Service Customize Your Application 9

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