pega customer service for financial services implementation guide · 2019. 5. 22. ·...

Pega Customer Service forFinancial Services

IMPLEMENTATION GUIDE7.22

PEGA CUSTOMER SERVICE

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DOCUMENT: Pega Customer Service for Financial Services Implementation GuideSOFTWARE VERSION: 7.22PUBLISHED: 09 February 2017

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CONTENTS

Overview 10Implementation delivery methodology 10Initiation stage 11Delivery stage 12

Prerequisites 12Pega Customer Service for Financial Services application stack 13

Initiation stage 14Creating the application 14Results of creating the new application 15

Reviewing artifacts from the solution assessment 16Generating the Application profile 17Generating the Application document 17Generating the Specification document 17

Delivery stage 18Defining requirements 19Mapping the application data 20Defining integration 20Reviewing the Financial Services Industry Foundation data model 21(Optional) Integration points 21Smart Dispute for Issuers Integration 21Pega Marketing for Financial Services Integration 21

Defining the case type modifications and attributes 22Updating an existing case type 22Adding a new case type 23Defining class group to database table mapping 23Confirming case type locking setting 24

Defining the data model 25Defining data types 26Updating existing data types 26Adding a new data type 27

Pega Customer Service for Financial Services Implementation Guide 3

Defining application behavior 27Defining interaction types, driver categories, and tasks 27Defining interaction types 28Defining Interaction Driver categories 28Defining intent tasks 29

Defining dialogs and coaching tips 29Mapping the dialogs to the flows 30Defining coaching tips 30Defining knowledge content integration 31

Defining the search behavior 31Defining the interaction goals 32Defining the call duration goal 33Defining the call verification method 33Defining application settings 34

Defining behavior for additional components 35Defining Pega Co-Browse configuration 35Defining the Pega Knowledge configuration 36Defining Customer Decision Hub and Customer Decision Hub Adapter behavior 37Defining Pega Social Engagement requirements 37Defining Pega Call configuration (telephony integration) 37Planning the connectivity to your telephony infrastructure 38Planning the CSR experience 38

Defining Pega Chat requirements 39Defining Net Promoter Score settings 39

Defining the user experience (UX) customization 40Designing the customer composite 40Designing the portals 42Defining the portal content 42Defining application entry point 42

Determining the application skin and styles to modify 43Designing for screen performance 43Designing web self-service 43Determining which part of the user interface to modify 44


Defining the security model and organization structure 44Authentication schemes 45Defining your authentication scheme 45Defining your authorization scheme 46Defining access roles and privileges 46Defining your access groups 46

Defining the organization 47Defining the operator attributes 47Defining the operator work group 47Defining the operator skills 48Defining the operator calendar 48

Defining reporting requirements 49Determining reporting architecture 49Reviewing existing reports 50Identifying key metrics 50Identifying dashboards reports 51

Building features 52Building a new application 52Enabling automatic service case creation 53Configuring the New menu to test an application 53Configuring application settings 54

Integrating data 55Configuring channels 57Add Task Menu categories 58Configuring Add Task Menu categories for each channel 58Creating service cases 59Modifying service cases 59Creating an Intent Task 60Editing Service request options 61

Creating Intent When rules 62Creating interaction goals 63Creating call duration goals 64Adding Data Sources 65


Configuring dialogs and coaching tips 67Creating or editing dialogs 67Creating or editing coaching tips 68Linking Knowledge content articles 69

Configuring the behavior of additional components 69Configuring Pega Call 70Configuring Pega Co-Browse 70Configuring Pega Chat 71Configuring voice and data transfer for Pega Call 71Enabling the Transfer tool 72Enabling the Accept button on the Review Harness 72Modifying transfer reasons 72Setting a time limit for voice and data transfers 72

Configuring Pega Customer Service Social Engagement 73Configuring Pega Knowledge 73Configuring Email 74Setting up an email listener 74Creating an email account 74

Tablet support 75Differences between tablet and desktop portals 75Responsive UI 76Interaction class and Interaction Driver 76Rule specialization for a tablet 76

Web self-service 77Modifying the user experience 77Modifying the user interface element to change 78Implementing user interface changes to the Interaction Portal 78Adding a new property to a section 78Adding a new section to the Interaction Portal 79Updating the Interaction Portal skin 79Configuring Interaction Portal tabs 80Launching a service case from the composite 81Logging an event during an interaction 81


Changing the home page reports 82Configuring portal search 83Configuring portal search for external data sources 83Configuring search for cases and work objects 84

Quality reviews and customer satisfaction surveys 84Configuring survey rules 85Configuring survey rating categories 85Configuring survey selection 86Determining interactions to survey for customer satisfaction 87Changing Net Promoter Settings 87

Customer Decision Hub Adapter 88Configuring Customer Decision Hub Adapter 88

Configuring access groups 89Configuring reports 90Configuring the Estimated Application Savings report 90Setting up the report 90Configuring the report 90Modifying the Savings report 91Modifying the Drill-down report 92

Testing a new application 92Testing your application in the Build environment 92Testing in the Test or Production environments 94Testing in the UAT environment 95

Packaging a new application 96Merging application changes 96Packaging an application for migration 96Importing the packaged application 97Multitenancy deployment considerations 97Overriding rules to use Pega Customer Service Social Engagement 98

Production maintenance and monitoring 99Business rule maintenance in the Production environment 99Application health monitoring 99


Identifying and reporting issues 100

Pega Chat implementation 101Defining requirements for Pega Chat implementation 101Defining which web pages will have chat capabilities 102Defining the chat window branding 102Defining optional proactive chat 103Defining the chat queues and operator skills 103Defining URL mappings for chat 105Defining common phrases 105Defining web pages to push for chat 106Defining optional Pega Co-Browse settings 106Defining dashboard widgets 106Defining the chat server location and communication settings 107

Building Pega Chat features 110Configuring the security policy 110Configuring the chat server communication settings 110Configuring chat queues 111Configuring pre-chat questions for chat 113Branding the customer chat window 113Configuring optional proactive chat 114Configuring URL mappings for chat 115Enabling chat on your website 116Configuring common phrases 118Configuring page push for chat 119Enabling automatic Pega Chat login 119

Testing, packaging, and maintaining Pega Chat 121Synchronizing application updates with the chat server 121Monitoring chat queues 122Monitoring chat queues from the Interaction Portal 122Monitoring chat queues from Designer Studio 122Chat queue statistics 122

Pega Customer Service Social Engagement implementation 124


Defining requirements for the Pega Customer Service Social Engagement implementation 125Compiling a list of business Twitter handles and Facebook business pages 125To compile a list of business Twitter handles, remember the following points 125To compile a list of Facebook business pages, remember the following points 126

Defining and registering Facebook and Twitter applications 126Creating and registering a Facebook application 126Creating and registering a Twitter application 127

Setting up the Pega Customer Service Social Engagement operations team 127Defining operators, access groups, work groups, and workbaskets 128Defining topics 128

Building Pega Customer Service Social Engagement 128Creating a new Pega Customer Service for Financial Services application for socialengagement 129Configuring social streams 130Configuring Twitter and Facebook connectors 130Configuring wrap-up reason codes for social interactions 132Adding or modifying the wrap-up reason code - resolved, for social interactions. 132Adding or modifying the wrap-up reason code - dismissed, for social interactions. 133

Configuring social queues 133Enabling customer service representatives to respond to social messages 134Authorizing customer service representatives on social channels 135Authorizing CSRs on Twitter through the Social Interaction portal 135Authorizing CSRs on Facebook through the Social Interaction portal 135

Setting up an email account 136Configuring agents 136Attaching Facebook images 136Configuring social cases 138

Testing, packaging, and maintaining Pega Customer Service Social Engagement 140Monitoring connectors 140Monitoring agents 141Monitoring social channel operations performance 141


OverviewPega Customer Service for Financial Services provides a scalable solution for financial services. It alsoprovides assistance to customer service representatives through every service interaction anddynamically adjusts the service delivery based on the account status or channel or device in use.

Pega Customer Service for Financial Services enables you to build and manage programs, andsupport customer service across functions including retail banking, commercial banking, cardservicing, loan servicing, wealth management, and collections.

Pega Customer Service for Financial Services provides a comprehensive solution to the financialorganizations by combining the features of the following applications:

l Pega Service Case Manager for Financial Services provides front office to back office processing.

l The Financial Services Industry Foundation provides a common data model for all FinancialServices applications allowing seamless integration between them.

l Pega Customer Service provides the foundation for the extensions of the Financial Servicesversion.

l The Pega Collections application along with the Pega Marketing for Financial Services applicationprovides an in-depth solution for negotiating offers and scheduling payment plans.

Pega Customer Service for Financial Services is designed to work with Pega Marketing for FinancialServices, and Smart Dispute for Issuers. These are optional components that can be implemented atthe same time as Pega Customer Service for Financial Services, or added to the applicationafterwards.

Implementation delivery methodologyPegasystems recommends that you use an Agile delivery model, more specifically a Scrum-basedstandard for a Pega application implementation. In the rare cases where a waterfall-basedimplementation methodology is better suited, Pegasystems recommends that you use Pega’sIterative Waterfall approach. These two implementation methodologies help break down the workinto a manageable scope of work that can be delivered into production faster. The Pegasystemsdelivery approach has two primary stages:

l Initiation stage

l Delivery stage


Overview

Initiation stageIn the Initiation stage, the implementation teams build out the foundation or baseline of theapplication and prepare for the work that is necessary to configure the first production release andsubsequent extended production releases. Keep in mind that the first production release is theminimal required scope to go live into production. Additional capabilities will be added as part of theextended production releases. Building a strong foundation to support expansion and reuse is coreto the success of an implementation.

The Initiation stage is further organized into three sub-stages:

PlanAlign the vision and roadmap to establish the foundation for the implementation. High-level tasksinclude:

l Defining the production release milestone

l Refining scope alignment

Set upValidate and review the Pega-provided features and capabilities with customer requirements andexpectations. Tasks include:

l Establishing environments and processes

l Creating the baseline application

l Loading sample data

l Demonstrating the baseline application

l Reviewing artifacts from the solution assessment

l Reviewing business needs and outcomes

PreparePrepare for the delivery of Pega Customer Service for Financial Services. Tasks include:

l Confirming resources

l Enabling team members

l Establishing governance


Overview

At the conclusion of the Initiation stage, the scope of the work for the first production release isclearly defined. For Scrum, the scope of the work is represented in an initial backlog. For IterativeWaterfall, a specification list and schedule are prepared and finalized.

Delivery stageThe Delivery stage is dependent on the methodology selected (Scrum or Iterative Waterfall). Duringthis stage, the delivery team designs, builds, configures, and tests the application by using theselected implementation methodology. The goal of the Delivery stage is to accomplish the tasksdescribed in this document by organizing the Application Feature backlog so that the delivery teamcan configure the application incrementally with the final outcome of having a fully tested andperformance-tuned application in production.

The Delivery stage is organized into two release types:

First production releaseThis release includes only the essential features that are defined during the solution proposal stageand are required for the first release into production. The first production release is implemented in90-180 days, depending on the scope of the essential features. These features include:

l Core Pega-provided features

l Extended features considered essential for the client

l Key day-one integrations with client systems to obtain data that is required by the client

Extended production releaseThis release includes the non-essential features that are defined during the solution proposal stage.These features are implemented incrementally after the first production release. These featuresinclude:

l Non-essential Pega-provided features

l Extended features that are requested by the client

This guide provides information to support both Scrum and Iterative Waterfall implementationmethodologies during the first production release and the extended production release.

PrerequisitesIn order to successfully implement Pega Customer Service for Financial Services, make sure you arefamiliar with the following information:


Overview

l Support for various browser versions. Review the Platform Support Guide.

l Basic functionality of the Pega Customer Service. Enroll in the Pega Customer ServiceFundamentals course on the Pega Academy site.

l Basic functionality of the Pega Customer service for Financial services and Pega Collections. Enrollin the Introduction to Customer service for Financial services and Introduction to Collectionscourse on the Pega Academy.

l Telephony terminology and architecture. For an overview, watch Pega Call for PegaRULES.

l Pega Collections requires both Pega Customer Service for Financial Services and Pega Marketingfor Financial Services as well as all their prerequisite applications.

Pega Customer Service for FinancialServices application stack


Overview

https://pdn.pega.com/documents/platform-support-guide

https://pdn.pega.com/products/pega-call-pegarules

Initiation stageThe Initiation stage includes the following tasks:

1. Creating the application

2. Reviewing artifacts from the solution assessment

Creating the applicationBefore you create the application, install and test Pega Customer Service for Financial Services. Seethe Pega Customer Service for Financial Services Installation Guide on the Pega Customer Servicefor Financial Services product page.

The first step for a new implementation is to create the application on which the new implementationwill be built. Use the New Application wizard to create the new application, and select the build onapplication Customer Service 7.22. The wizard creates the application structure for you. For moreinformation about using the wizard, see Creating an application with the New Applicationwizard.

1. Log in to the application by using these credentials:

User Name: CSFSSysadmin

Password: install

2. Click Application menu > New Application.

3. On theWhat type of application do you want to build page, click <application type>.

4. Click Use this application type.

5. All Pega-provided case types are selected by default. Clear each case type that your business doesnot require, and then click Continue.

6. All Pega-provided channels are selected by default. Clear each channel that your business does notrequire, and then click Continue. The Interaction with a customer channel is alwaysselected by default.


Initiation stage

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7. If you use Customer Decision Hub for your customer service application, select the EnableCustomer Decision Hub check box, and click Continue.

8. All Pega-provided data types are selected by default. Clear each data type that your business doesnot require, and then click Continue.

9. Enter the name for your application.

10. Optional: Click Advanced Configuration to review and update the application and organizationsettings.

a. Complete the required fields in the Application settings section.

b. Complete the required fields in theOrganization settings section.

c. Complete the required fields in the Class layers section.

d. Expand and complete the required fields in the Case class structure section.

e. Click Save.

11. Click Create Application.

12. After the application is created, click User accounts created to view the application-createdoperator IDs.

13. Click Switch to new application to log in to the new application.

Results of creating the new applicationThe New Application wizard creates the application class structure for you. You can reuse the classesand rulesets that are created by the wizard in future applications that you create. As you implementthis application and future applications, you can apply Reuse and Version Management principlesto help you decide where in the class structure to create your rules to improve the maintainabilityand overall efficiency of your application.

For more information about the structure and rulesets generated by the wizard, see Understandingthe Class structure and rulesets generated by the Application Accelerator.

Note: This article refers to PRPC version 6, although the content still applies to the Pega 7 Platform.


Initiation stage

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Reviewing artifacts from the solutionassessmentDuring the solution assessment, a number of requirements, specifications, and other artifacts arecaptured to represent the scope of the work that is targeted for the first production release and thesubsequent extended production releases. If captured in the Pega 7 Platform, these artifacts can bereused to streamline the first production release scope identification.

You can export application specification and requirements artifacts from the Pega 7 Platform, andthen import them into your new baseline application so that you can build on the content that hasalready been created. For more information about exporting and importing these documents, seeExporting specifications and requirements and Importing specifications and requirements.

The following three documents define what is contained within your application:

Application profileThis document is created during the Sales stage and includes the process stages and steps, casetypes, reports, requirements, specifications, participants, collaborators, and actors that are associatedwith the implementation of your application. It is a long document that completely defines the scopeof the entire application, and it also includes the results of the presale gap analysis.

When you generate this document, you have the option to include process flow diagrams.

Application documentThis document and its associated controls provide you with the option to customize the presentationof the application information based on the document's intended audience. When you run theApplication Document tool, you can include or exclude content by selecting and clearing variousoptions.

During an implementation, this document reflects the current state of your application. TheApplication Document tool automatically updates the content of your document as you modify andextend your application to reflect additional requirements. If you have not yet built anything, thecontent of this document is the same as the application profile.

Specification documentThis document shows all the specifications and linked requirements associated with your applicationat the time that you generate the document. You can generate this document at any point during theimplementation life cycle to include any updates to the application's specifications and requirements.

Review this document before and after each sprint, using the available filters to tailor the content tomeet the business requirements of your implementation.


Initiation stage



Generating the Application profileThe Application profile provides you with a high-level scoping document that includes an inventory ofspecifications and requirements as it exists at a specific time.

1. Log in to the application by entering the following credentials:

User Name: CSFSSysadminPassword: install

2. Follow the steps listed in Generating an application profile document.

Generating the Application documentThe Application document gives you a view of the application and the rules on which it is built. Youcan generate this document at any time during the life cycle of the project to review the current stateof the application.



2. Follow the steps listed in Generating an application document.

You can control the level of detail included in the Application document by modifying the settingsin theOptions section.

Generating the Specification documentThe Specification document provides an inventory of specifications and linked requirementsassociated with your application at the time that you generate the document.



2. Follow the steps listed in Generating a specification document.


Initiation stage




Delivery stageThe Delivery stage includes the following tasks:

l Defining requirements

l Building features

l Testing a new application

l Packaging a new application


Delivery stage

Defining requirementsTo ensure that you stay on target for a successful deployment, use a structured approach for yourimplementation methodology. You will need to prepare for your implementation and determine keyaspects of the design that will affect the behavior of your application. Defining requirements for animplementation includes these tasks:

l Reviewing extension requirements

l Refining customizations and determining the availability of required data and integrations

l Prioritizing, for example, revising the solution backlog, re-estimating the effort for extensions andcustomizations, and confirming the project scope

Defining your requirements also involves DCO sessions and incorporating those requirements intothe application design. During these sessions, you review each of the case types and process flowsthat the application already provides.

Update the Application Specifications with planned changes as described in About ApplicationSpecifications.

The Implementation Planning Workbook helps you capture decisions as you define yourrequirements. You can download the Implementation Planning Workbook from the Pega CustomerService for Financial Services product page.

Follow the steps in these topics to define requirements:

• Mapping the application data

• Defining integration

• Defining the case type modifications and attributes

• Defining the data model

• Defining application behavior

• Defining behavior for additional components

• Defining the user experience (UX) customization

• Defining the security model and organization structure

• Defining reporting requirements






Mapping the application dataThe application data types provide a default set of properties for your use. You can add or removeproperties from these data types depending on your requirements. You can also add new data types.

Use the "Data model" worksheet in the Implementation Planning Workbook to record your decisionsduring this procedure.

1. Log in to Designer Studio.

2. In the Explorer panel, click Data.

3. Click the first data type.

4. On the Data model tab, determine the properties to add, remove, or leave unchanged. For moreinformation about data types, see Viewing data type details.

5. Repeat these steps for all existing data types.

You can also use the Data planning worksheet to record any new data types that are needed by theapplication.

Defining integrationInventory which external applications exist at your site and plan how to connect to them.

Some common integration points include interfaces to:

l Customer or member profile information systems

l Transactional systems, such as customer purchase history

l Data reference systems, such as product catalogs

l Third-party external systems. For example, to perform customer verification.

Tip: Identify integration points as early in your planning as possible. If a connection to an externaldata source is required and either the data itself does not exist or the interface to that data does notexist, you must account for the time for the customer to publish this data sources and the time toconfigure the interface for this application.

The External Data Entities landing page lists the application data types and shows the source forthat data.



https://pdn.pega.com/viewing-external-data-entities/viewing-external-data-entities

To record your decisions during this procedure, use the "Integration" worksheet in theImplementation Planning Workbook.

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 duringthe defining the data model step.

3. Determine whether an interface to that system of record already exists and how to connect to it.

The architecture of Pega Customer Service for Financial Services is designed to reuse features fromunderlying applications as well as seamlessly integrate with other Financial Services applications in aSingle Stack Approach or through Federated Case Management if on different environments.

Reviewing the Financial Services Industry Foundation data model

The application uses sample data from the Financial Services Industry Foundation application. Whenit is installed, a number of tables are added to the internal PegaRULES database to manage work dataand rules. For information on the Financial Services Industry Foundation data model, see FinancialServices Industry Foundation.

(Optional) Integration points

Pega Customer Service for Financial Services application can be integrated with additional productsthat provide a robust set of specific features supporting Card Disputes, and Marketing.

Smart Dispute for Issuers Integration

Smart Dispute for Issuers helps credit and debit card issuers automate the resolution of disputes andchargebacks — dramatically reducing processing costs and time-to-resolution. For information onintegrating with Customer Services for Financial Services, see Smart Dispute for Issuers.

Pega Marketing for Financial Services Integration

Pega Marketing for Financial Services (formerly released as Next-Best-Action for Financial Services)provides a comprehensive customer-focused solution for Financial Services organizations. Thisapplication supports marketing and collections activities by leveraging Decision Strategy Manager asthe central decision hub. For information on integrating with Pega Customer Service for FinancialServices, see Pega Marketing for Financial Services.


https://pdn.pega.com/products/financial-services-industry-foundation

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Defining the case typemodifications and attributesYour application includes a set of predefined case types. A case is defined as a service case or aservice request, which is a process that your staff will execute to service your customers. Each casecontains one or more processes that will be extended or created to meet your businessrequirements. If you do not see an existing case type, you can create one during your planningprocess.

When you define a new case type, you provide stages for that case type. A stage is the first level oforganizing 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 earlierversions of the application. However, during configuration, you will notice that the legacy case typeshave fewer options than the newer, stage-based case types.

Case types are used to define the work that your customer is asking you to perform. Examples ofcase types include: Balance Transfer, Credit Line Management, and Address Change.

Follow the steps in these topics to define the case types:

• Updating an existing case type

• Adding a new case type

• Defining class group to database table mapping

• Confirming case type locking setting

Updating an existing case type

If an existing case type is close to meeting your business requirements, modify it and use it.

1. Open Pega Express by logging in to your application using the following credentials:

User Name: CSFSSysadmin@<applicationName>

Password: install

2. Enable editing mode by clicking the Turn editing on link at the bottom, right of the page.

3. In the Explorer panel, click Cases to open the Case Type Explorer.

4. Click the case type that you want to modify.


The Case Designer tool opens.

5. Use Case Designer to configure fields and data integration, stages and steps, and user views.

6. Click Done to save the changes.

Adding a new case type

If you require a case type that is not similar to an existing case type, create a new one that meetsyour business requirements.

The new case type inherits the class of the top case in the application. If a new case type requires adifferent class, use Designer Studio to change the top case before adding the new case type.



Password: install

Note: If you need to create a case type in Pega Service Case Manager for Financial Services (SCMFS),log in to Pega Service Case Manager for Financial Services (SCMFS) using the following credentials:User Name:SCMFSsysadminPassword: install


3. In the Explorer panel, click Cases to open the Case Type Explorer.

4. Click New at the top of the Case Type Explorer.

5. Enter the name for the new case type, and then click Next.

The Case Designer tool opens.

6. Use Case Designer to configure fields and data integration, stages and steps, and user views.

7. Click Done to save the changes.

Defining class group to database table mapping

To define how your cases are stored in the database, create a relationship between the class and thephysical database table where the class instances will be stored. Work with the databaseadministrator at your site on this task.





To record your decisions during this procedure, use the "Case type modifications" worksheet in theImplementation Planning Workbook. See the Classes and Properties landing page.


2. In the Explorer panel, click App.

3. Right-click the first class name and select Definition.

4. In the Settings section, select is a class group or belongs to a class group from the This classlist.

5. If This class field belongs to a class group, then select the class from the Class group list.

6. Click Test Connection to see the name of the table currently mapped to this class.

7. Determine the name of the table that the database administrator resource at your site wants youto use for storing instances of this case type.

8. Repeat steps 2 through 6 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 typesettings for each case type. One of those settings is the locking behavior on the case, which affectsconcurrent access to cases.

Choose any of the following locking type

l A case is opened

Allows one user at a time to open and work on a case.

l 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 skipthis step.

Identifying the most appropriate lock setting for your application is important because it can affectthe throughput of work in your application. For example, if user1 locks a case to work on it, thenother users cannot work on the locked case until user1 unlocks the case or the lock expires accordingto the timeout period.



Contrary to this, if multiple users are allowed to work on a case simultaneously, the case contentcould be modified for one or more users while they work on the case. For example, assume thatuser1 is working on a case then user2 opens the same case a few minutes later. When user1 saveschanges to the case, user2 is notified of the changes and is enforced to accommodate changes doneby user1 in the case.

To record your decisions during this procedure, use the "Case type modifications" worksheet in theImplementation Planning Workbook.


2. In the Explorer panel, click Cases.

3. Click the first case type.

4. Click Locking in the case-wide settings.

5. Determine if the case should be locked when the case is opened or when an action is taken on thecase.

6. Determine the lock timeout period for this case.

7. If you are certain at this point how locking should be handled for this case type, you can updatethis setting now.

8. Repeat these steps for each case type.

Defining the data modelData typesThe data type is another name for a class in your application. It holds data that the application uses. Adata type has one or more data pages and several property definitions associated with it.

PropertiesProperties define the format and visual presentation of data in your application.

Data pagesData pages define the content of a clipboard page. Data pages also control the loading of that datafrom a source system as shown here.


When planning your data model, work with the data modeling resource at your site to understandthe attributes of the data types that need to be supported by your application.

For example, your application contains a data type named Customer. You should meet with the datamodeler to understand:

l The attributes of a Customer record. You need to add or remove properties from thecorresponding data type in your application to match the system of record for customerinformation.

l The source of the Customer data at this site and if services already exist to access this data.

Note: Pega Customer Service for Financial Services is rarely the system of record for applicationdata. Integrating your application data with your site's system of record is critical to the success ofyour deployment.

Defining data types

Data types define the data used by your application. The data types that come with your applicationhave one or more data pages associated with them. Data pages control the sourcing of yourapplication data.

Updating existing data types

1. In the Explorer panel, click Data.

2. Click the first data type.

3. On the Definition tab, scroll to the bottom.




4. Click Add property. Add as many properties as your application requires.

5. Repeat these steps for all existing data types.

Adding a new data type

1. Click Data.

2. Click the Down Arrow key to show the Data type menu.

3. Click Add data type.

4. Provide a label and description for the data type.

5. Click Submit.

6. Repeat these steps for any additional data types.

Defining application behaviorTo configure the functionality provided in Pega Customer Service for Financial Services, complete thefollowing procedures:

• Defining interaction types, driver categories, and tasks

• Defining dialogs and coaching tips

• Defining the search behavior

• Defining the interaction goals

• Defining the call duration goal

• Defining the call verification method

• Defining application settings

Defining interaction types, driver categories, and tasks

Interaction types (known as Channels in the Interaction Portal during Pega Express configuration)and driver categories (known as Add Task menu categories in the Interaction Portal during PegaExpress configuration) determine the tasks to which a user has access to during an interaction with acustomer. The interaction type appears in the menu when you click the +New menu in the header ofthe Interaction Portal. The +New menu enables you to start a new Interaction.


When you finish running the New Application wizard in the Designer Studio, the interaction types arecreated for you. You can determine which tasks are associated with those interaction types orchannels. The defined tasks appear in the Add Taskmenu of the Interaction Portal during acustomer interaction.

• Defining interaction types

• Defining Interaction Driver categories

• Defining intent tasks

Defining interaction types

Use the "Interaction types" (known as Channels in the Interaction Portal during Pega Expressconfiguration) worksheet in the Implementation Planning Workbook to record your decisions duringthis procedure.


2. Click Designer Studio > Customer Service > Interactions > Interaction Types.

3. In the Show interaction types in list, select All Inherited.

4. Click Run.

5. Determine the interaction types that your application is going to use.

6. For each interaction type, determine if it should be present in the +New menu of the InteractionPortal.

Defining Interaction Driver categories

Use the "Interaction driver categories" (known as Add Task Menu Category in the Interaction Portalduring Pega Express configuration) worksheet in the Implementation Planning Workbook to recordyour decisions during this procedure.


2. Click Designer Studio > Customer Service > Interactions > Interaction Driver.

3. In the Show Drivers in list, select All Inherited.


4. In the Show categories for this interaction type list, select the first interaction type for yourapplication.

5. Click Run.

6. Determine the category name, data source, and behaviors for this interaction type.

7. Repeat for each interaction type for your application.

Defining intent tasks

Using the Intent Tasks tab, you can link a case type to an interaction type and driver category. Ifyou added new case types to your application, you can define a corresponding new interaction taskin Designer Studio to set up the intent task (known as Service request options during Pega Expressconfiguration).

To record your decisions during this procedure, use the "Interaction to task mapping" worksheet inthe Implementation Planning Workbook.


2. Click Designer Studio > Customer Service > Interactions > Intent Tasks.

3. In the Show Interaction Driver Tasks in list, select All Inherited.

4. Select the first task in the Show Tasks for Interaction Type field for your application.

5. Click Run.

6. Determine the Intent Tasks that should be available for this interaction type.

Tip: Click Export to Excel to make reviewing easier.

7. 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 forthe customer. Dialog and coaching tips are not enabled for mobile interactions.

Note: Integration with the optional Pega Knowledge application enables Pega Customer Service forFinancial Services to suggest contextual content to representatives in the context of the serviceprocesses that they are working on. For information about how to plan for Pega Knowledgeintegration, 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 resolvethe request. Using the Configuration Tools option, users with the Manager role can update thedialogs directly in the flow action that requires it.

To record your decisions during this procedure, use the "Dialog" worksheet in the ImplementationPlanning Workbook.


2. Click Designer Studio > Customer Service > Dialog Management > Dialog CrossReference.

3. In the Show references in field, select All Inherited.

4. Click Run.

5. Select the first Work Type (case type).

Tip: You can click Export to Excel for easier viewing of these records.

6. Determine the dialog that should be associated with each flow action.

7. Repeat these steps for all application work types.

For more information on how to configure and edit dialog or coaching tips, see Configuring dialogsand coaching tips.

Defining coaching tips

Authorized supervisors or managers create coaching tips for their employees that remind them ofbest practices or areas to improve. Coaching tips are assigned to individual customer servicerepresentatives or to entire work groups.

To record your decisions during this procedure, use the "Coaching tip" worksheet in theImplementation Planning Workbook.


2. Click Designer Studio > Customer Service > Quality Mgt & Coaching > Coaching TipInventory.

3. In the Show coaching tips in field, select All Inherited.


4. Click Run.

5. For each work type, click the corresponding Action column to see the existing coaching tip.

6. Determine the coaching tip for the work type, process action, user, and workgroup.

Defining knowledge content integration

The Pega Knowledge application supports the creation of contextual, multi-media content.Knowledge articles can be linked directly to service cases so that they are suggested to the customerservice representatives, providing quick, contextual answers to expedite resolution to customerissues. This application is licensed separately from Pega Customer Service for Financial Services.

If you plan on using this feature, complete the following steps. To record your decisions during thisprocedure, use the "Pega Knowledge" worksheet in the Implementation Planning Workbook.



3. Click the first case type in your application.

4. Click Run to run the processes for that case type.

5. Determine the knowledge content needed for each stage and step in your process.

6. Repeat steps 1 through 4 for all case types.

For more information on configuring a Pega Knowledge content, see Configuring Pega Knowledgecontent.

Defining the search behavior

Users can search for cases, knowledge content, and data such as accounts, contacts, and businessunits in the application portals. To search for instances related to Customer Service data sourceinstances, 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.

To record your decisions during this procedure, use the "Portal search" worksheet in theImplementation Planning Workbook.




2. Click Designer Studio > Customer Service > Customer Data Management > CustomerService Data Sources.

3. In the Show data sources in field, select All inherited.

4. Click Run.

5. Determine which data sources should be searchable.

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 representativeinteracts with the customer.

To record your decisions during this procedure, use the "Interaction goal" worksheet in theImplementation Planning Workbook.


2. In the Explorer panel, click Records.

3. In the Records pane, expand Decision, and then click Decision Table.

4. In the Purpose field, click the filter icon and enter DetermineInteractionGoal in the Search Textbox.

5. Click Apply.

6. In the results list, click each instance of DetermineInteractionGoal in the latest ruleset.

7. In the decision table, review the value in the Conditions column to determine which propertiesdrive the value of the interaction goal property.

Tip: For example, see the DetermineInteractionGoal decision table in the sample ruleset.

8. Click the Results tab.

9. In the Results section, expand Additional Allowed Results to determine if any new returnvalues need to be added.


Defining the call duration goal

The call duration goal provides a call guidance message to the representative during a phoneinteraction. The DetermineCallDurationGoal decision table can include information such as contactcenter volume indicator, customer lifetime value, and last NPS score to set the value of the callduration goal.

To record your decisions during this procedure, use the "Call duration" worksheet in theImplementation Planning Workbook.



3. In the Records pane, expand Decision, and then click Decision Table.

4. In the Purpose field, click the filter icon and enter DetermineCallDurationGoal.

5. Click Apply.

6. In the results list, click the instance of DetermineCallDurationGoal in the latest ruleset.

7. In the decision table, review the value in the Conditions column to determine which propertieswill be used to set the call duration value.

8. Click the Results tab.

9. In the Results section, expand Additional Allowed Results to determine if you need to addany entries need to the allowed results.

Defining the call verification method

When customers contact a customer support center, their authenticity is verified through account orcontact information. In addition to existing verification methods, a new verification method can alsobe added by appending a new method to the AppVerificationParam map value.

To record your decisions during this procedure, use the "Call verification" worksheet in theImplementation Planning Workbook.

To determine the value for this setting:




3. In the Records pane, expand Decision, and then click Map Value.

4. In the Map Name field, click the filter icon and enter AppVerificationParam.

5. Click Apply.

6. In the results list, click the PegaCA-Work version of AppVerificationParam in the latest ruleset.

7. Click the Configuration tab.

8. In the Results section, review the Additional Allowed Results for the map value.

9. Determine which method you will use to verify your customer.

Defining application settings

Consider the settings that you want to configure for your application.

To record your decisions during this procedure, use the "Application settings" worksheet in theImplementation Planning Workbook.

1. Determine whether to enable an automatic refresh for theMy Work tab.

2. Determine whether to display the call volume indicator and then determine the refresh rate.

3. Determine how to set refresh rates for the following:

l Messages and alerts

l Call timer

4. Determine whether to enable Pega Knowledge for the display of applicable articles to theCustomer Service Representative (CSR) during a call.

5. Determine whether to enable Co-Browse so that you can share a browser session with acustomer.

6. Determine whether to enable Customer Decision Hub for the display of suggestions for the nextbest action based on the current context.

To configure these settings in the software, see Configuring application settings


Defining behavior for additional componentsYour implementation can have multiple components associated with it. Each of these componentsrequires planning for a successful implementation.

• Defining Pega Co-Browse configuration

• Defining the Pega Knowledge configuration

• Defining Customer Decision Hub and Customer Decision Hub Adapter behavior

• Defining Pega Social Engagement requirements

• Defining Pega Call configuration (telephony integration)

• Defining Pega Chat requirements

• Defining Net Promoter Score settings

Net Promoter™ capability is part of the Pega Customer Service for Financial Services application, butits use is optional. Pega Co-Browse, Pega Knowledge, Pega Marketing, Pega Customer Service SocialEngagement, Pega Call, and Pega Chat are optional components that can be implemented at the sametime as Pega Customer Service for Financial Services, or added to the application afterwards.

Defining Pega Co-Browse configuration

With Pega Co-Browse, your customers and agents can collaborate by sharing a web browser sessionon the customer's PC, tablet, or mobile phone.

To record your decisions during this procedure, use the "Co-Browse" worksheet in theImplementation Planning Workbook.

1. Determine which activation mode presenters will use to invoke the Co-Browse session. Modesinclude:

l Stealth

Enables the presenter to use the Ctrl+Enter key combination to start the session. To use PegaCo-Browse with Pega Chat, always select this mode.

l API


Enables the presenter to start a Co-Browse session using a custom method that they havedefined using JavaScript and the Co-Browse API. For example, they could start a session from acustom button.

l Button

Enables the presenter to start a Co-Browse session by clicking a Support button on the leftside of the web page. This is the default mode.

For information about how to configure each mode, see the Pega Co-Browse ImplementationGuide.

2. Determine which web pages that you would like Co-Browse to work on.

3. Determine which website fields require masking.

4. Determine whether the Pega Co-Browse window must be customized to match brandingstandards at your site.

5. Define a message that you want to appear before the viewer connects with the presenter.

6. Determine whether to enable remote control. Remote control allows the viewer to take control ofthe presenter's screen.

Defining the Pega Knowledge configuration

Pega Knowledge is a standalone application that is integrated with Pega Customer Service forFinancial Services. Pega Knowledge supports the creation and organization of rich content that can besuggested to representatives in the context of the service processes that they are working on.

Planning your application to support Pega Knowledge involves three major tasks:

l Identifying service cases that need content.

l Developing relevant content needed to support specific service cases.

l Identifying the product lines that need Pega Knowledge articles.

When planning, focus on which content is necessary for complex service cases. Write the contentconcisely and limit the number of Pega Knowledge articles so that the agent does not have a largenumber of search results.

To record your decisions during this procedure, use the "Pega Knowledge" worksheet in theImplementation Planning Workbook.


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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.

To configure Pega Knowledge content in Pega Customer Service for Financial Services application,see Linking Pega Knowledge content.

Defining Customer Decision Hub and Customer Decision Hub Adapterbehavior

With Customer Decision Hub Adapter, you can configure communication with the Customer DecisionHub application. Customer Decision Hub can be used with Pega Customer Service for FinancialServices to drive up-sell, cross-sell, and retention offers, and provide additional guidance torepresentatives on the next best action for the current customer and context. These suggestionsappear as Suggested Tasks during the interaction.

Note: To use this feature, ensure that Customer Decision Hub is licensed separately and Pega WebMashup is installed on the Pega Customer Service for Financial Services application server. Formore information about Pega Marketing, see the Pega Marketing page.

Note: Pega Marketing for Financial Services is required for Customer Service for Collections.

To record your decisions during this procedure, use the "Customer Decision Hub Adapter" worksheetin the Implementation Planning Workbook. For more information on configuring Customer DecisionHub Adapter, see Configuring Customer Decision Hub Adapter.

Defining Pega Social Engagement requirementsCustomers can implement Pega Customer Service Social Engagement at the same time as PegaCustomer Service for Financial Services, or they can add this component later.

For information about the planning considerations for a Pega Customer Service Social Engagementimplementation, see Pega Customer Service Social Engagement implementation.

Defining Pega Call configuration (telephony integration)

Planning for telephony integration involves two major tasks:


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l Planning the infrastructure

l Planning the Customer Service Representative (CSR) experience once the call is received

Planning the connectivity to your telephony infrastructure

1. Understand which telephony vendor that your site uses.

2. Review the Pega Call CTI Implementation materials to understand the configuration for yourvendor.

3. Meet with the technical resources responsible for configuration and maintenance of the ContactCenter Telephony and CTI infrastructure at your site to get an understanding of the currentconfiguration and desired call flows and customer experience.

Ensure that a resource from the telephony team is available to work with the Pega Callimplementation team.

4. Share the information related to the way Pega Call gets connected to the CTI environment with thetelephony expert. The telephony expert is required to configure the CTI environment to allow PegaCall to connect and share the configuration details with the Pega Call implementation team.

To record your decisions during this procedure, use the "Pega Call telephony setting" worksheet inthe Implementation Planning Workbook.

For more information on CTI-specific configuration details, see the individual configuration guidesavailable on the Pega Call product page.

Planning the CSR experience

To record your decisions during this procedure, use the "Pega Call telephony setting" worksheet inthe Implementation Planning Workbook.

1. Determine how customer service representatives control their phone calls (hold, retrieve, andtransfer) and manage their agent state (make themselves available or unavailable to receivecustomer calls). A CSR can choose to take calls by using Pega desktop application (full telephonymode) or another tool. For more information, see the individual configuration guides available onthe Pega Call product page.

2. Determine which data will be sent from the telephony environment to the Pega 7 Platform.Understand which variables and formats will be used for the data and determine how to mapthese to Pega 7 Platform properties.

3. Determine how the call will be handled when it arrives at the user's desktop.





l Screen Pop – A popup notification displays information about the incoming call. Determinewhich telephony elements will be displayed on the screen pop window.

l Start Interaction (also known as Auto-Accept) – A call interaction is started automatically. Noscreen pop window is displayed.

l No Action – No interaction or screen pop window is triggered. For example, use this setting forinternal 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 moreinformation, see Configuring screen pops section in the Configuration guide.

5. Determine which type of call transfers will be supported.

l Warm transfer – The customer service representative receiving the transfer has the opportunityto consult with the person transferring the call and has the option to accept the call.

l Blind transfer – The call is transferred without the CSR first talking with the transferee. The callis transferred without a consultation call.

6. Define transfer reasons. Default reasons include Call in Wrong Queue, Caller Needs AdditionalServices, 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 for FinancialServices, or they can add this component later.

For information about the planning considerations for a Pega Chat implementation, see Pega Chatimplementation.

Defining Net Promoter Score settings

During interaction wrap-up, the application calculates a Net Promoter Score™ based on the responseto this question: On a scale of 0-10, how likely are you to recommend us to a friend? This responsecan be used to drive future interactions with the customer.

The Net Promoter application, bundled with core Pega product, is an optional component of PegaCustomer Service for Financial Services. When installed, the application generates follow-up cases formanagers and supervisors to investigate.


Note: Pega Customer Service for Financial Services includes customer satisfaction surveycapabilities that you can leverage if you do not have the Net Promoter application installed. Formore information about customer satisfaction survey configuration, search for the related topics onthe 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 PlanningWorkbook.

For more information, see the Net Promoter Tech Note on the Pega Customer Service productpage.

Defining the user experience (UX) customizationCustomizing the Pega Customer Service for Financial Services user experience to meet theUX standards at your site includes the following procedures.

• Designing the customer composite

• Designing the portals

• Determining the application skin and styles to modify

• Designing for screen performance

• Designing web self-service

• Determining which part of the user interface to modify

Localization and accessibility are also common user experience requirements. For moreinformation, see the Pega 7 Platform help.

Designing the customer composite

For better application performance and usability, you should show data on the customer compositeonly when that data is needed. By using consistent criteria, you can determine the relativeimportance of each field and make the best decision on where to place each field on the display.

All of the sample customer composites available for Pega Customer Service for Financial Services arelisted below:


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l Demo Card- Parker: This customer composite is for Retail Banking accounts.

l Demo Comm- Semaj: This customer composite is for Commercial accounts.

l Demo WB- Sullivan: This customer composite is for Brokerage accounts.

l Demo Loan- Higgins: This customer composite is for Loan accounts.

l Demo Loan Coll- Trevino: This customer composite is for Loan collections.

To record your decisions during this procedure, use the "Customer composite" worksheet in theImplementation Planning Workbook.


2. Click Launch > Interaction Portal.

3. Click +New > Demo Interactions > Demo Card - Parker.

4. Click Accept.

5. For each field on the customer composite, determine:

l If this information is needed more than once during the call.

l The probability of the information to be referenced during the call.

l The probability of the information to change the customer's behavior, questions, or perception.

l The probability of the information to change the representative's behavior.

l The time frame when this information is needed.

6. Based on these responses, determine:

l 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.

l Which screen quadrant should show the information.


Designing the portals

Defining the portal content

To record your decisions during this procedure, use the "Portals" worksheet in the ImplementationPlanning Workbook.



3. Open the Dashboard section.

4. Click the Personalize dashboard to edit mode icon.

5. In the Edit dashboard section, choose your layout template and add your own widgets or selectfrom the set of available widget options.

6. Click Publish to publish your settings. You can choose to publish the settings to the defaultdashboard or to the access group.

7. Review theMy Reports,Manager Tools, and Pulse and determine if any modifications arerequired based on your business needs.

For more information, see Configuring your dashboard.

Defining application entry point

The Pega Customer Service for Financial Services portal can be accessed as is, or individual processescan 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 toembed 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 self-service.




Determining the application skin and styles to modify

You can customize the skinning of the application so that it complies with the branding and stylingstandards at your site.

To record your decisions during this procedure, use the "Skinning" worksheet in the ImplementationPlanning Workbook.


2. Click Designer Studio > User Interface > Skins & Portals.

3. On the Skins tab, double-click the skin in the PegaAppCA ruleset.

The Component styles tab opens.

4. Determine which components require customization and update.

For more information on customizing the application skin and styles, seeMore about skin rules.

Designing for screen performance

Determine screen performance requirements for your applications. Examples of performancerequirements include:

l The round-trip time from the server to client must be 1 second or less.

l The screen-to-screen time must be less than .5/second.

To design for these types of requirements, consider the following items:

1. Which business service level agreements exist. For example, the customer details must beavailable in one second or less while a representative is on the phone with the customer.

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 that they need to perform.

4. Whether any network configuration could cause latency, for example, representatives logged inthrough 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 forFinancial Services application using web self-service. Web self-service capabilities can be


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implemented by:

l Embedding a portion of the application directly into an existing portal. This is done through PegaWeb Mashup.

l Providing the Pega application itself as the user experience. This approach can take the form of adesktop 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.

Determining which part of the user interface to modify

When users first access the Interaction Portal, they see the Home page, which typically containsinformation about the user, a menu along the left side, and various sections such as My cases andMy workbaskets that display information to a customer service representative (CSR). You cancustomize the user interface and display any data that you have integrated into your application.

For more information to modify user interface, seeModifying the user experience.

Defining the security model and organization structureSecurity planning involves defining authorization and authentication strategies for your application.

l Authentication

Proves to the application that you are who you say you are.

l Authorization

Determines the functions that the application allows you to perform. This corresponds to accessgroup 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. Manyintegration rules also incorporate authentication. For more information about the additional aspectsof security, enroll in the Lead System Architect course on Pega Academy and cover the Securitylessons that correspond to the following topics:



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• Authentication schemes

• Defining your authentication scheme

• Defining your authorization scheme

• Defining the organization

• Defining the operator attributes

Authentication schemes

The Pega 7 Platform offers the following authentication types:

l PRBasicBased on passwords in the Operator ID data instances and the login form (defined by the [email protected] rule, which your application can override).

l PRSecuredBasicSimilar to PRBasic, but passes credentials using Secure Sockets Layer (SSL) using Basic HTTPauthentication. The login form is defined by the HTML @baseclass.Web-Login-SecuredBasic rule,which your application can override.

l PRCustomSupports access to an external LDAP directory or a custom authentication scheme.

l PRExtAssignSupports external assignments (Directed Web Access).

l J2EEContextSpecifies that the application server in which the Pega 7 Platform is deployed uses JAAS toauthenticate users.

Defining your authentication scheme

Your site can use a centralized, automated means of maintaining operator data instead ofmaintaining it manually in the Pega Customer Service for Financial Services application.

To record your decisions during this procedure, use the "Security Model" worksheet in theImplementation Planning Workbook.


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, see Authentication in PegaRULESProcess Commander.

Defining your authorization scheme

Pega Customer Service for Financial Services comes with a predefined set of access groups, roles, andprivileges. You can use the application roles as a starting point, but you should create your ownapplication-specific access groups and roles to avoid any future problems when upgrading.

Other rule types such as sections, flow actions, and activities use roles and privileges to allow accessto these rules at run time.

Tip: You can review the Pega Customer Service for Financial Services access groups and roles inPega Express. Log in to Pega Express, Click Users panel > Groups.

Defining access roles and privileges

You can associate one or more roles to an access group. Roles are additive. The more roles that youadd to an access group, the more authorization there is. Privileges can be associated with one ormore roles.

To record your decisions during this procedure, use the "Security model" worksheet in theImplementation Planning Workbook.

1. Determine which roles are needed for your application. You can use the Pega Customer Service forFinancial Services roles as a starting point.

2. Determine which privileges to associate with each role.

3. Associate each role with an access group.

For more configuration information, see Groups and roles.

Defining your access groups

To record your decisions during this procedure, use the "Security model" worksheet in theImplementation Planning Workbook.

1. Identify additional access groups that are needed for your application.

2. Identify portals associated with these access groups.


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Defining the organization

Use the organization structure for routing and reporting within the application. Typically, theapplication organization structure does not map operators exactly to the site's organization chart butinstead, it maps the work that those operators do.

1. For design guidance, see How to design user access to applications across an organizationalstructure.

2. To record your decisions during this procedure, use the "Organization structure" worksheet in theImplementation Planning Workbook.

To configure your organization, see Adding an organizational unit.

Defining the operator attributes

An operator's access group affects what the operator can do in the application. In addition to theaccess group, three fields in the operator record influence how the application handles assignment ofwork to the user:

l Work group

l Skills

l Calendar

Tip: In many implementations, it is more efficient for the application to set values in the operatorrecord during the authentication process than it is to have an administrator manually maintain theserecords. These rules must be configured as part of the authentication mechanism for your site. Formore information, seeMore about Authentication Services.

Defining the operator work group

The work group setting in the operator record affects how the application delivers work to theoperator.

1. Review the Operator record.

2. Determine the rules for assigning a work group to an operator or the role that multiple operatorshold.

To record your decisions during this procedure, use the "Organization structure" worksheet in theImplementation Planning Workbook.


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2. Click Designer Studio> Org & Security > Organization > Operators.

3. Select an operator ID.

4. On theWork tab, review the work group information for the operator record.

5. Determine your policy for assigning a work group to an operator or the role that multipleoperators hold.

Defining the operator skills

Skill settings in the operator record affect how the application routes work to the operator. Skillsettings also affect how the application gets the most appropriate work when using the Get NextWork feature. You must determine the skills that are appropriate for your application and operators.


1. Define the skills that are 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 betweenbusiness days calculation, and the SLA goal and deadline date calculation. The calendar on theoperator record is relevant only if you have users who are not working in the same time zone as therest of the organization. Otherwise, the application uses the calendar on the organization record andyou can skip this step.

Operator calendars will have an impact on chat availability. If a chat request comes in after or beforethe business hours defined in the specified calendar, then the requestor receives "Off-hours behaviormessage”.


1. Determine the calendar instances that are needed for your application.

2. Determine which operator roles need a distinct calendar.

3. Determine the operator location.


For more information, seeMore about Calendar data instances.

Defining reporting requirementsConsider your reporting requirements early in the planning process. Before introducing a new report,answer these questions:

l Does the report already exist? (For detailed information about the application-provided reports,see the Pega Customer Service reports)

l Who needs the report?

l When do they need the report?

l What is the content of the report?

l Why do they need the report?

l Where will it be run? Will it be run in the Pega Customer Service for Financial Services application,or using another reporting tool and source?

With reporting, you should plan your reporting needs ahead of time to give you more flexibility lateron.

• Determining reporting architecture

• Reviewing existing reports

• Identifying key metrics

• Identifying dashboards reports

Determining reporting architecture

Determine which reports you are going to generate from the application, and which you are going togenerate using a different reporting tool.

To record your decisions during this procedure, use the "Reports" worksheet in the ImplementationPlanning Workbook.

To understand reporting requirements, see Reporting Overview. The concepts in this article apply toall versions of the platform.



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1. Review the description of each application-provided report, identify the expected volume of data,and determine how often you expect to run each report.

2. Identify other reporting tools at your site.

Reviewing existing reports

The application includes numerous reports. Identify the application-provided reports that meet yourbusiness needs.




3. Click theMy Reports link.

4. In the Explorer panel, click Reports.

5. Review each of the reports in the Public categories section.

6. 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 togenerate the required metrics.


1. Review the list of existing reports with supervisors and managers, sales managers and salesrepresentatives.

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 is needed.


Identifying dashboards reports

Once you understand which dashboard reports are available, you must identify any metrics that arenot available in the application in the form of an existing report.

Use the "Reports" worksheet in the Implementation Planning Workbook to record your decisionsduring this procedure.

1. From the Launch menu in the Developer portal, select Interaction Portal.

2. Click the Dashboard link on theHome tab.

3. Determine the reports that are relevant to your application. If not, determine which reports shouldreplace these reports. For information on creating dashboard widgets, see Quick Start: Creating adashboard widget.

4. Record your decision in the report planning worksheet.


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Building featuresAs you build and modify features, update the Application Specifications to reflect the changes. Forinstructions, see About Application Specifications.

Follow these steps to build application features:

• Building a new application

• Integrating data

• Configuring channels

• Configuring dialogs and coaching tips

• Configuring the behavior of additional components

• Modifying the user experience

• Configuring portal search

• Quality reviews and customer satisfaction surveys

• Customer Decision Hub Adapter

• Configuring access groups

• Configuring reports

Building a new applicationBefore you can implement the Pega Customer Service for Financial Services application, first createa new application and then build it. Building an application includes these steps.

• Enabling automatic service case creation

• Configuring the New menu to test an application

• Configuring application settings



Enabling automatic service case creation

When you create a new application, you must complete some steps to enable the automatic servicecase creation for Case Designer and to start working with the Interaction Driver. You must create anew 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 followinginformation 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)

Configuring the New menu to test an application

TheNew menu from the Interaction Portal is a useful way to test your application before youintegrate your telephony system using Pega Call.

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.

Configuring application settings

Pega Customer Service for Financial Services contains several settings that you review and configureto affect the behavior of the application. These settings include automatically refreshingMy Worktab, adjusting call volume refresh rate, and enabling Knowledge, Co-Browse, and Customer DecisionHub.



Password: install


3. In the Explorer panel, click Settings and then click Behaviors.

4. In the General Settings section of the Behaviors page, ensure that the Auto-refresh Mywork check box is selected so that each time you open theMy Work tab, it is automaticallyrefreshed.

5. Select the Display Call volume indicator check box to display the Contact Center volumeindicator gadget in the Interaction Portal header.

6. If you select the Display Call volume indicator check box, the Call Volume refresh rate(secs) list appears. Select a refresh rate.

7. From theMessages and Alerts refresh rate (secs) list, select the refresh rate to refresh theMessages and Alerts gadget.


8. From the Call timer refresh rate (secs) list, select the refresh rate to refresh the call timer.Using the default 1-second rate provides a realistic timer for the Customer Service Representative(CSR).

9. In the Knowledge section, select the Enable display of knowledge articles check box todisplay applicable articles to the CSR during a customer call. You must perform additionalconfiguration. For information, see the Pega Knowledge Implementation Guide on the PegaKnowledge product page.

10. Select the Limit the number of suggested articles check box to restrict the number ofarticles displayed in the Knowledge Management Suggested articles section in the InteractionPortal. Specify the maximum number of articles that you want to display in the Suggestedarticles, Other relevant articles, and Articles viewed by the customer sections. Clearingthis check box removes the display restrictions and provides pagination and scrolling capabilitiesto navigate additional articles in these sections.

11. In the Co-Browse section, select the Enable Co-Browse check box so that you can share abrowser session with a customer.

The Co-Browse token and Co-Browse API key fields are auto populated.

For information, see the Pega Co-Browse Implementation Guide on the Pega Customer Serviceproduct page.

12. In the Customer Decision Hub section, select the Enable Customer Decision Hub checkbox to display suggestions for the next best action based on the context of the customer, thecontact center, and any other contextual information configured in Customer Decision Hub. Foradditional information, see the Customer Decision Hub product page.

13. If you selected the Enable Customer Decision Hub check box in the previous step, you mustcomplete the Customer Decision Hub server URL field. Contact your Customer Decision Hubadministrator to obtain the URL.

14. Click Done.

Integrating data

You can integrate your database tables using a data page that calls a report definition. The resultsappear in a data page (each record is an instance of a data class).

To integrate data into a Pega Customer Service for Financial Services application:


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https://pdn.pega.com/products/pega-customer-service-archive

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1. Replace Financial Services Industry Foundation integration layer with your own integration classesto connect to your external data. This could be using a connector to a web service or the DatabaseTable Class Mapping wizard for a database.

2. Create a report definition in the new integration layer.

3. Create a data class based on the Financial Services Industry Foundation data class and PegaFS-Data as per your requirement.

4. The report definition can be used in a data page. The data page can also use a connector to a webservice or use a Lookup to fetch details from the external database table.

5. Create the data transforms OpenMap and SaveMap for newly created integration class for fetchingthe data from the table and saving the data into the table. The property names for columns fromthe database should be mapped to the Financial Services Industry Foundation properties, if thedata layer of Financial Services Industry Foundation is intended to be reused.Modify the response data transform for the data page.

6. Repeat this process to populate all of the data pages that need to fetch data from the data layer.

Here is an example of how to obtain credit card account data from an external database for anapplication named MyApp.

1. Use the Database Table Class Mapping wizard to generate a data class named MyApp-Int-SAMPLE_CCACCT that accesses the external database table with credit card account information.

2. Create a report definition named GetCreditCardDetails that returns a list of all the credit cardaccounts.



3. Create data transforms OpenMap and SaveMap inMyApp-Int-SAMPLE_CCACCT.

4. Create a data page D_MyAppCreditCardAccountDetails data pages (for example, D_CreditCardAccountSummary) to use the report definition that you created.

5. Create a response data transform in the Code-Pega-List class which uses the OpenMap datatransform to fetch data from the database table.

Configuring channelsA customer service representative communicates with customers through channels and can managemultiple service requests as part of a single customer session. A customer can call into a call centerand make several changes to their account without having to speak to several differentrepresentatives. Interactions can occur over several different types of channels including:

l Phone calls

l Chat

l Email

l Social

l Mobile

Complete the following tasks to configure interactions.

• Add Task Menu categories

• Configuring Add Task Menu categories for each channel

• Creating service cases

• Modifying service cases

• Creating an Intent Task

• Creating Intent When rules

• Creating interaction goals

• Creating call duration goals

• Adding Data Sources


Add Task Menu categories

The Add Task menu categories (known as Interaction driver categories in Designer Studio) managesthe interaction configuration for a channel. You can toggle settings per interaction type for properties,such as:

l Coaching tips

l Dialogs

l Chat sayings

l Quick wrap-up

Additionally, you can configure categories to organize the Service Requests performed by thecustomer service representatives.

Note: Only the categories that are defined in the default driver class property of the specified driverwill be displayed in Pega Express. To modify categories that are not listed, switch to Designer Studio.

Configuring Add Task Menu categories for each channel

Add Task menu categories (known as Interaction driver categories in Designer Studio) are alreadycreated for each supported channel, including Call, Chat, Email, Mobile, Outbound, and Research andSub (child interactions).

To modify an existing category:



Password: install

2. Click Settings and then click Channels to see a list of all the task menu category instances foreach channel types.

3. Add a category to the channel by supplying the following information:

l Category Name - Name of the category to organize Service Requests.

l When - When rule used to control if the category displays to a user.


l Behavior - Determines whether this category displays all tasks and suggestions or only tasks,or only suggestions.

4. Add more categories as defined in the Defining requirements section of this guide.

5. Click Save.

Creating service cases

Service cases (known as Case Types in Designer Studio) represent the business transactions that youprovide to a customer service representative for execution during an interaction. Service cases can beanything from an address change, to a transaction dispute, to a new enrollment, or an upgrade.

Most of the service cases are designed in the Service Case Manager for Financial Services applicationand extended through Pega Customer Service for Financial Services.

To create service cases and make them available to customer service representatives:



Password: install

2. Click Cases. The list of all available cases is displayed.

3. Click New to create a new service case.

4. Enter the Case type name and then click Next.

5. Add the required fields to your case type. Optionally, if you want the use the existing fieldsprovided by the application, select Show reusable fields, to list all the fields that are availablefrom which you can choose to reuse. For more information, see Pega 7 Platform help.

6. Click Done.

Modifying service cases

You can modify the existing service cases during an interaction. Modifying a service case can includemodifying an existing field in a data source, modifying or adding a stage or step of a case type, orupdating a service request option.




Password: install

2. Click Cases. The list of all the existing cases is displayed.

3. Click on the service case that you want to modify. The editor window is displayed.

4. To add a new data field or to modify an existing field in the data source, click Data model link.For more information, see Adding fields to your data model.

5. To modify or add a stage or step to the case type, click the Life cycle link. For more information,see Defining a life cycle for a case type.

6. You can configure the behavior of a case type by modifying settings, such as the goal and deadlinesetting, timeout value for a service-level agreement or the service request options (known asIntent tasks in Designer Studio). For more information, see Configuring the behavior of a casetype.

7. To modify the service request options specific to the application, click the Gear icon. Formore information, see Editing Service request options.

Creating an Intent Task

Intent Tasks (known as Service request options in Pega Express) are used to expose your servicecases that you created in the Case Designer to the customer service representatives in the InteractionPortal. When a service case is created, an intent task (Service request option) for the service case isgenerated. All Intent Tasks generated are placed in the General category by default. If you want yourservice case to appear in a different category you create a new Intent Task for it.

1. Click Designer Studio > Customer Service > Interactions > Intent Task.

2. In the Show Interaction Driver Tasks in field, select All Inherited.

3. Select the first interaction type in the Show Tasks for Interaction Type field for yourapplication.

4. Click Run.

5. Click Add.

6. Enter the following information in the Add Intent Task form:


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l Driver Category - The name of the Interaction Driver Category that the Intent Task should bepart of.

l Task Name - The name that will appear to the customer service representative in theInteraction Portal.

l Usage - A description of the task.

l Associated Class - The class name where the Intent Task is created. This should be theinteraction class of your application that makes it available for all interaction types.

l Task Class - Enter the class name of the service process for this Intent Class

l Starting Flow - For all service cases built in the Case Designer the value will be pyStartCase.

l Available In Task List - Clear this check box to prevent the task from showing in the list ofavailable tasks in the Interaction Driver.

l Available in Mobile Task List - Choose True to enable the task to be displayed in the list oftasks available in the Mobile driver.

7. Click Add.

To add task suggestions, enter the details under the Task Suggestion section.

Editing Service request options

When using Pega Express, you can edit the Service request options (known as Intent Tasks inDesigner Studio) based on your requirement.

1. Log in to Pega Express using the following credentials:

User Name: CSExpressAdmin

Password: install


3. Click the case that you want to open.

4. Click the Gear icon to open the different editable configurations in the left panel of thewindow.


5. In the left panel, click Service request options.

The configuration parameters display in the right panel of the window.

6. Click the Change interaction driver category list and select an appropriate category tochange the category of the intent task.

7. Go to the Suggestion Criteria section, click the Suggest Address Change When list, andthen select an appropriate value to edit the existing intent when conditions.

8. Optional: Click Add item to add a new condition or click Delete to delete the existing condition.

Note: The categories can be changed only when the intent is available in an unlocked ruleset orany of the non-framework rulesets.

9. When you are finished editing all of the required parameters, click Done.

10. Repeat steps 3 through 9 for each case type that you want to edit in your application.

Creating Intent When rules

Intent When rules are used by Intent Tasks (known as Service request options in Pega Express) todetermine when tasks should be suggested, queued, or automatically launched.


2. In the Explorer panel, click Records, then expand Decision.

3. Right-click Intent When and select +Create.

4. Complete the following information:

l Label- The name for your Intent When rule.

l Apply To - This should be your interaction class, for example MyApp-Work-Interaction.

l Add to ruleset - An open ruleset to save the rule to.

5. Click Create and open.

6. Configure the Intent When rule by using one or more conditions:


l Label - The name of the condition which you will use in the criteria logic

l DataSource - The data source to use.

l Field- The property from the data source to use.

l Operation - The comparison operation.

l Value - The value to compare the field against.

7. 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 aWhen condition defined in the Criteria tab. For more information, see Configuring the Auto-Launch of Intent Tasks.

Creating interaction goals

Interaction goals help guide a customer service representative during an interaction. An interactiongoal is the overall goal for a particular customer interaction and guides the outcome of theinteraction toward a desired resolution. For example, if a company knows that a customer isdissatisfied, an interaction goal of remediate can trigger certain offers or tasks to make the customerhappy, such as waiving a fee. Suggested offers or tasks are displayed in theNext Best Actionsection of the Interaction Portal during a service request.

To display the current interaction goal, the Interaction Portal uses the InteractionGoal propertylocated in MyApp-Work-Interaction. The InteractionGoal property uses a declare expression to loadthe correct value from the DetermineInteractionGoal decision table. When you create a newapplication, a blank DetermineInteractionGoal decision table is created for you. You need to populateit based on the information from the Defining requirements section of this guide.

To populate the decision table:



3. Click Decision > Decision Table.

4. In the Purpose* field, click the filter icon and enter DetermineInteractionGoal in the SearchText box.

5. Click Apply.


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6. Click each instance of DetermineInteractionGoal in the results list.

7. Update the decision table.

8. Click Save as.

9. Specify your class, MyApp-Work-Interaction, ruleset, and version.


11. Click Save.

Creating call duration goals

Call duration goals help guide a customer service representative during an interaction. They are usedto communicate the speed at which an interaction should be resolved.

To display the current call duration goal, the Interaction Portal uses the CallDurationGoal propertylocated in MyApp-Work-Interaction. The CallDurationGoal property uses a declare expression to loadthe correct value from the DetermineCallDurationGoal decision table. When you create a newapplication, a blank DetermineCallDurationGoal decision table is created for you. You must populateit based on the information from the Defining requirements section of this guide.

To populate the decision table:



3. Click Decision > Decision Table.

4. In the Purpose* field, click the filter icon and enter DetermineCallDurationGoal in the SearchText box.

5. Click Apply.

6. Click DetermineCallDurationGoal in the results list.

7. Update the decision table.

8. Click Save as.

9. Specify your class, MyApp-Work-Interaction, ruleset, and version.



11. Click Save.

Adding Data Sources

Pega Customer Service for Financial Services uses data source rules extensively throughout thesystem. Data sources are used to abstract class, clipboard references, and other parameters tosimplify the configuration of the following:

l Interaction driver tasks and suggestions

l Composite displays

l Data references within dialog scripts

l Portal search data retrieval and display

To add a data source:



3. Click Data > Customer Service Datasource.

4. Select an instance and complete the fields described in the following steps to save the instance toyour ruleset.

5. In the Detail tab enter the following details:

a. Click the Source list and select one of the following from the list:

l Clipboard Page to specify the associated Page, Class, and related Property fieldsinformation required for this data source (see associated fields below).

l Data Page to refresh the rule form and display the Data Page field (Smart Prompt) tospecify the desired data page rule for this data source.

b. Click the Page field and enter the name of the clipboard page to use for this data source.

c. Click the Class field and enter the class of the clipboard page given in the Page field.


d. Optional: Enter .pxResults in the Property field, if you selected List in the Type field.

e. Optional: Enter the class of the .pxResults list in the Property class field, if you selected Listin the Type field.

f. Click the Type list and select an option.

g. Select the Dialog data source check box to indicate that the data source can be used fordata references within dialog scripts. This field is evaluated to populate the data sourceselection field when configuring dialog scripts using the Configuration Tools wizard.

h. Select the Phrase Data Source check box to indicate that the data source can be used fordata references within Chat phrases. Properties defined in this data source are available in theConfigure Phrases capability in theManager Tools page (requires the PegaCA:Managerrole).

i. Select theUse as Favorite check box to determine whether this data source type can be usedas a favorite in the My Favorites gadget. The Add to Favorites button in the UI is seen forthis data source in case portals.

j. Select the Favorite Keys property associated with the data source that you are creating, forexample, Contact use .ContactId.

5. In the Properties tab, enter the appropriate value in the Property field.

Properties included on this tab are used to populate the list of available fields that users can insertinto dialog scripts using the Configuration Tools wizard. These properties are made availablewherever the data source is referenced, such as dialog scripts and chat phrases.

6. In the Search tab, enter the following details:

a. Select theUse in portal search? check box to indicate that this data source should besearched as part of a portal search.

b. Select the integration activity to use to perform the search operation in the Search activityfield.

7. In the Retrieval tab, enter the following details:

a. Click the Default interaction container field and specify the name of the class to use asthe default interaction class when a user selects a result from the portal search results list.


b. Click the Interaction Flow field and specify the name of the interaction flow that describesthe starting flow to launch a Research interaction.

Note: Supported in legacy portal only (before 7.13).

Configuring dialogs and coaching tipsDialogs and coaching tips help the support representative to provide the best possible experience forthe customer.

It is recommended that you use Interaction Portal for creating or modifying the dialogs and coachingtips.

Note: To create or modify a dialog or coaching tip, ensure you update the DialogCoachingTipRSproperty with any unlocked ruleset name.

The configuration of dialogs and coaching tips can be done with the following methods:

• Creating or editing dialogs

• Creating or editing coaching tips

• Linking Knowledge content articles

Creating or editing dialogs

Dialog suggests scripting to the customer service representative when they interact with customers toresolve an issue or question and also ensures that a consistent message is delivered to other similarcustomer interactions.

1. Log in to the Interaction Portal.

2. Click +New > Demo Screen Pops > Demo Pop to make a demo call.

3. Open a task that you want to work on from Add Task orNext best action menu, for example,Dispute Transaction.

4. Click the wrench icon > Configuration Tools.

The Configuration tools dialog opens.

5. On the Dialogs tab, click Add new to add a new dialog. Otherwise click the edit icon to editthe existing dialog.


6. Select the appropriate condition from theWhen list, if you want to display the dialog in a certaincircumstance. Otherwise select Default.

7. Optional: To personalize the dialogs, perform the following steps:

a. Select a value from the Refer to list, for example, Contact.

b. Select an appropriate value from the Attribute list, for example, Last name, to display thelast name of the contact.

c. Click Insert.

The selected values are displayed in the Dialog field.

8. Enter an appropriate message in the Dialog field, for example, which transaction were youconcerned about?

9. Click Save.

Creating or editing coaching tips

Coaching tips provide tips or specific advice to CSRs about a specific step in a service case. A newcoaching tips can be assigned to specific workgroups or CSRs and may need a reminder or othercoaching.

1. Open the Configuration tools dialog and click the Coaching tips tab.

2. ExpandManage and click Add new to add a new coaching tip. Otherwise click the edit icon toedit the existing tip.

3. Enter a value in theName field, for example, Empathize.

4. Enter the tip that you want to convey to the CSR in the Coaching tip field.

5. Expand Assign and click Assign a tip.

6. Select a coaching tip from the Coaching tip list that you want to assign to the specificworkgroup.

7. Select the specific workgroup or operator from the Assign to list.

8. Click the From field and select a date from when you want to display the tip.


9. Click the To field and select a date until you want to display the tip.

10. Click Save.

Linking Knowledge content articles

You can link Pega Knowledge articles directly to service cases. These links serve as suggestions tocustomer service representatives for quick, contextual answers that expedite customer issueresolutions.

Use the Interaction Portal for linking the articles to a flow action of a service case.

Note: To link or unlink an article, ensure you update the DialogCoachingTipRS property with anyunlocked ruleset name.

To configure the articles, follow these steps:

1. Log in to the Interaction Portal as an operator with manager role credentials.

2. Click New > Demo Screen Pops > Demo Pop to make a demo call.

3. Open a task that you want to work on from the Add Task orNext best action menu, forexample, Dispute Transaction.

4. Click theWrench icon > Configuration Tools. The Configuration tools dialog opens.

5. On the Knowledge Content tab, under Search articles to add field, search for articles byentering the article key word already created in Pega Knowledge. The search results are displayed.

6. Select the desired article from the list and then click Save. The articles that are linked aredisplayed under the Suggested articles section.

To unlink an article, click theUnlink article icon and then click Save.

While linking articles for the first time, all the articles are copied to the rest of the flow actions in thatservice case. You can select different articles at on each step or flow action of a service case.

Configuring the behavior of additional componentsPega provides various additional components also known as channels. A channel is a means ofcommunication that a customer uses to interact with a company. Pega Customer Service for FinancialServices includes integrated, multi-channel support capabilities for managing telephone, web chat, e-


mail, and web-based service interactions. In addition, in-person interactions may be conducted usinga mobile device such as a tablet computer.

With Pega Customer Service for Financial Services, you can build your process once and reuse it inany channel, thereby saving time and money while improving consistency in today’s multi-channelcontact centers.

Configure the following channels.

• Configuring Pega Call

• Configuring Pega Co-Browse

• Configuring Pega Chat

• Configuring voice and data transfer for Pega Call

• Configuring Pega Customer Service Social Engagement

• Configuring Pega Knowledge

• Configuring Email

• Tablet support

• Web self-service

Configuring Pega Call

Pega Call provides robust Computer Telephony Integration (CTI) support including adaptive screenpops, desktop telephony controls, and enhanced callout facilities. By using the business rules enginearchitecture, service cases and dialogs can be reused across channels from Interactive VoiceResponse (IVR) to the web. Use Pega Customer Service for Financial Services with Pega Call toleverage the voice and data transfer capability.

For information about how to configure voice and data transfer for Pega Call, see Configuring voiceand data transfer for Pega Call.

For more information about configuring Pega Call, see Pega Call for PegaRULES.

Configuring Pega Co-Browse

With Pega Co-Browse, your customers and agents collaborate by sharing a web browser session onthe customer's PC, tablet, or mobile phone.





Password: install


3. In the Explorer panel, click Settings > Behaviors.

4. Select the Enable Co-Browse check box.

The Co-Browse token and Co-Browse API key fields are auto populated.

5. Click Save.

6. Click Done.

Configuring Pega Chat

Customers can implement Pega Chat at the same time as Pega Customer Service for FinancialServices, or they can add this component later.

For information about how to configure Pega Chat, see Pega Chat implementation.

Configuring voice and data transfer for Pega Call

You can transfer a call to another CSR along with the associated interactions using voice and datatransfer. When you transfer a call with the associated interaction, the associated service cases arealso transferred. Use Pega provided telephony toolbar to transfer the call.

Note: To transfer a call, ensure that the CSR is logged into the same portal and use the samenavigation method.

Voice and data transfer supports both the warm and blind transfers.

Before you configure and use voice and data transfer, ensure that Pega Call is installed, configured,and connected to a CTI platform that supports adding call data elements to a call.

Perform the following tasks to configure voice and data transfer:

• Enabling the Transfer tool

• Enabling the Accept button on the Review Harness

• Modifying transfer reasons


• Setting a time limit for voice and data transfers

Enabling the Transfer tool

To enable the voice and data transfer, ensure that you configure the telephony toolbar, and thenselect a mode (Full telephony, Simple telephony, or Simple telephony with agent state) withintegrated voice data transfer option enabled. For more information, see the CTI server-specific guideavailable on PDN.

Enabling the Accept button on the Review Harness

For warm transfers, the receiving party can view the interaction or service process in a Reviewharness during the consultation call. After the call transfer is complete, click Accept on the harnessto open and continue processing the interaction and related service cases.

The Review harness provided in PegaCA-Work and PegaCA-Work-Interaction include the Acceptbutton. If you have customized the Review harness in PegaCA-Work-Interaction, ensure that thePegaCA-Work.CPMWarmTransferAcceptButton section is included in your custom harness.

In addition, if you use Classic navigation and customized the Review harness for a service process,ensure that it includes the PegaCA-Work.CPMWarmTransferAcceptButton section.

Modifying transfer reasons

When transferring a call with its associated interaction, you can select a reason for the transfer. Thereasons are listed in the ChannelServices-Device-Phone-UI.pyCPMTransferReason property. Save theproperty to your ruleset and modify the table values to suit your needs.

Setting a time limit for voice and data transfers

Configure a time limit beyond which work objects in the transfer workbasket are moved back to theuser who initiated the transfer. The PegaCS default time is set to 15 minutes in an activity rule.

To set the transfer timing parameters:

1. In the Explorer panel, click App and enter PegaCA-Work in the search field.

2. Click Technical > Activity > CACTIReassignToTransferor.

3. Click Save As to save the activity to your ruleset.

4. On the Steps tab, expand Step 1.


5. Update the PropertiesValue for the param.TimeDiff2 property. The last two parameters of the@addToDate value represent minutes and seconds.

Ensure that you update the values as negative integers to reflect the desired transfer time inminutes and seconds.

6. Click Save.

Enable the ReassignToTransferor Agent, which is included in the PegaAppCA Agents rule to run theactivity periodically. If you modify the activity in your custom ruleset, ensure that the service packageused by that rule can access your ruleset.

Configuring Pega Customer Service Social Engagement

Customers can implement Pega Customer Service Social Engagement at the same time as PegaCustomer Service for Financial Services, or they can add this component later.

For more information about how to configure Pega Customer Service Social Engagement, see PegaCustomer Service Social Engagement implementation.

Configuring Pega Knowledge

Pega Knowledge is a standalone application integrated with Pega Customer Service. Pega Knowledgecreates and organizes rich content that can be suggested to Customer Service Representatives in thecontext of the service processes that they are working on.



Password: install


3. In the Explorer panel, click Settings > Behaviors.

4. Select the Enable Display of Knowledge articles check box.

5. Click Save.

6. Click Done.


Configuring Email

You can configure Pega Customer Service for Financial Services to create correspondence cases frominbound email messages and respond to customer inquiries using outbound email.

To do this you must:

1. Set up an email listener.

2. Create an email account.

Setting up an email listener

The email listener uses the email server to periodically poll for new inbound email messages, and iffound, direct messages appropriately for your application.


2. Click Designer Studio > Integration > Email > Email Wizard.

3. Complete the fields in the Enter Email Information section and click Next. For detailedinformation about field content and options, see the Pega 7 Platform help.

4. Complete the fields in the Inbound Email section and click Next. For detailed information aboutfield content and options, see the Pega 7 Platform help.

You can use the standard EmailDefault service package shipped with Pega Customer Service forFinancial Services, which specifies an access group that includes the appropriate ruleset tofunction properly. To use a different service package, make sure that its access groups includePega Customer Service for Financial Services rulesets. Specify the default Service Method calledAddWorkItemForEmail. This method automatically creates Inbound Correspondence cases forinbound email.

5. Create additional listeners for each account being monitored.

Creating an email account


2. Click Designer Studio > Integration > Email > Email Wizard.

The wizard has gadgets that you can use to create, edit, and view email account settings. For moreinformation about these rules and settings, see the Pega 7 Platform help.


Tablet support

Pega Customer Service for Financial Services provides a touch-friendly user experience for servicepersonnel using tablets. Using Pega Customer Service for Financial Services from a tablet browser, auser may initiate interactions, access customer information (composites), and serve customers usingservice cases. Users may also access cases from workbaskets and work lists to assist with customerservice.

Consider the following topics when building for a tablet.

• Differences between tablet and desktop portals

• Responsive UI

• Interaction class and Interaction Driver

• Rule specialization for a tablet

Differences between tablet and desktop portals

Pega Customer Service for Financial Services provides access to most of the capabilities available onuser desktops. However, various elements have been optimized for the use cases typicallyencountered on a tablet. The following are some key differences between the tablet portal and theinteraction portal:

l Slide-out menu : To provide a touch-friendly navigation experience, various items that arepresented in separate tabs on the desktop are accessed from a slide-out menu in the tablet portal.This includes the dashboard, workbaskets and work lists, and interactions in progress.

l Service processes and suggestions: Service processes, suggested service processes, and offers arepresented at the top of the interaction area. The current service process is shown in blue with astar icon. Completed service processes are shown in blue with a check icon. Offers andsuggestions are shown in gray.

l No customer validation: Customer validation is not included in the default interaction flow.

l Dialog and coaching tips: Dialog and coaching are not enabled for tablet interactions, as these aretypically in-person interactions.

l Quick wrap-up: Tablet interactions do not include an explicit wrap-up stage. The interaction maybe closed quickly using the Close button. Any service-case that is open as part of the interactionwill remain assigned to the users and can be accessed from their respective work list.


l Chat and CTI support: Telephony integration (Pega Call) and web chat (Pega Chat) integration arenot available on tablets.

Responsive UI

The tablet portal uses responsive UI design techniques to ensure that UI elements and screens arerendered appropriately on a tablet. While developing UI for composites and service processes, youshould use Pega 7 Platform layouts and the application skin to ensure that screens are renderedappropriately on the smaller screen sizes typical of tablets. Where required, UI elements may also bespecifically adapted for tablets using rule-specialization techniques such as circumstancing, asdescribed in the next section.

Interaction class and Interaction Driver

Interactions performed on tablets use the interaction class PegaCPMFS-Work-Interaction-Mobile.Various rules related to interaction management have been specialized in this class. You shouldensure that your tablet interaction class inherits from PegaCPMFS-Work-Interaction-Mobile.

The tablet interaction class includes an Interaction Driver rule specialized for tablets. By default,dialog and coaching tips are turned off for tablet portal interactions. Quick wrap-up is enabled.

The tablet interaction class includes a version of the AppVerifyContact flow that does not requireverification of the contact.

Note: Intent Task rules include a Show in List of Available Mobile Tasks? check box. Thischeck box is no longer used. The mobile Interaction Driver does not filter Intent Tasks (suggestedtasks) based on this check box.

Rule specialization for a tablet

When required, rules are specialized to provide a more touch-friendly experience. Rules that are partof the Interaction Portal (apply to CPM-Portal) and those that apply to Pega Customer Service forFinancial Services work classes (for example, PegaCPMFS-Work) are specialized by circumstancing, asdescribed below. Rules that are part of the interaction class (for example, PegaCPMFS-Work-Interaction) are specialized by class – by creating a specialized rule in the Interaction-Mobile subclass(for example, PegaCPMFS-Work-Interaction-Mobile) class.

Rule Circumstancing using CPMPortalType: Pega Customer Service for Financial Services uses thecircumstance template CPMPortalType to determine when the Pega Customer Service for FinancialServices interaction portal is being accessed from a tablet. Various UI rules (in class CPM-Portal) arecircumstanced to specialize them for tablets, that is when CPMPortalType =CPMInteractionMobilePortal. For example, theNew work menu (CPMInteractionPortalMenu


navigation rule) has been circumstanced so that only tablet interactions may be created using theNew menu.

The following rules have been circumstanced:

l Mobile Interaction Portal Harness: The CPMInteractionPortal harness has been circumstanced toprovide touch-friendly portal behavior. Note that the harness includes various sections that aresimilarly circumstanced.

Note: When reviewing the harness and related UI rules, note that Designer Studio displays thebase version of each included rule rather than the one circumstanced for use on tablets. Toreview the circumstanced version of a rule, select View Versions from the Actionsmenu andselect the circumstanced version. At run time, the circumstanced versions will be rendered.

l Slide-out menu: The circumstanced version of the CPMInteractionPortal harness uses a HeaderLeftscreen layout. In the application skin, this layout includes a responsive breakpoint for the leftsidebar so it is presented as a slide-out menu at screen sizes typical of tablets.

l Tablet Dashboard: The CPMDashboard section and associated sections have beencircumstanced to ensure that they render appropriately on tablets. The dashboard uses two charts(rather than three on the desktop portal) to ensure that content fits at lower screen sizes. Inaddition, the user’s work list and workbaskets are not displayed on the dashboard.

Web self-service

The availability of the service cases that you create is not limited to the Interaction Portal. You can usePega Web Mashup to embed the cases you create into another application.

Modifying the user experienceThere are multiple places where you can change the user interface of the Interaction Portal. Eachlocation that you want to update follows a similar process.

• Modifying the user interface element to change

• Implementing user interface changes to the Interaction Portal

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 a changeat the end of the release cycle.



Modifying the user interface element to change

You can update the user interface experience from the Interaction Portal to reflect the style of yourbusiness.

1. Click Live UI.

2. Select the element that want to change.

When an element is selected, Live UI provides information about that element, such as thesections and harnesses that the element is a part of.

3. Click theOpen rule in Designer Studio icon to open that rule in Designer Studio andupdate it as needed.

Implementing user interface changes to the Interaction Portal

The application supports the following changes to the Interaction Portal.

• Adding a new property to a section

• Adding a new section to the Interaction Portal

• Updating the Interaction Portal skin

• Configuring Interaction Portal tabs

• Launching a service case from the composite

• Logging an event during an interaction

• Changing the home page reports

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 theOpen 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.


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 asection.


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.



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 tosee.

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 yourcompany. Pega Customer Service for Financial Services takes advantage of the standard Pega 7


Platform skinning features within an application.


2. Click ApplicationName > Open Application Skin.

3. Update the look and feel options as appropriate.

4. When you are finished, click Save as.

Note: To learn more about skins, click Help.


6. 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.

Configuring Interaction Portal tabs

When creating a Pega Customer Service for Financial Services application, you can add or modify thetabs located in the composite.

The composite uses standard Pega 7 Platform user interface elements. To create a new tab, create asection containing the information that you want to see. Once you create a section, add it to thecomposite.

1. In the Interaction Portal, click Live UI and determine the section used to display composites.


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.




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 usingthe Add Taskmenu. For example, you want to display an Edit link next to the customer's address toenable 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 theservice case.


3. Add a UI element, for example a button or link, into the section where you want to launch theservice case.

4. Click the View properties icon to configure the UI element.

5. Click Actions.

6. Click Create an action set.

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.

Logging an event during an interaction

Customer Service Representatives (CSRs) convey information when interacting with customers. Forexample, 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 loginformation.

2. Add a UI element, for example, a check box, in the section where you want to log the conveyedinformation.

3. Click theOpen 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 the Select a control text field enter CPMHistory.

7. Click Parameters tab and enter the field details.

l FieldName - Name of the Field Value property to use.

l FieldValue - Value of the Field Value property to use.

l DefaultImage - Image that should appear when not selected.

l ClickedImage - Image that should appear when a CSR clicks the default image.

l ReasonFieldValue - In the Wrap Up, this option appears in the Reason for interaction list.

8. Click OK.

9. Save your changes.

Changing the home page reports

You can modify the reports shown on the home page. The reports shown can change, based on therole 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.


3. Configure this section by removing the charts that you do not want and adding charts to thissection.


Note: For more information about working with charts, click Help.

4. Save your changes.

Configuring portal search

With the search functions of thePega Customer Service for Financial Servicesportal, users can searchfor cases (work objects), knowledge content, and data sources such asaccounts, contacts, andbusiness units.

When the user selects a result from the list, Pega Customer Service for Financial Services opens a tabin the general work area to either display the work object (case) or the data source. When an accountor contact has been selected, a research interaction is created (.pyWorkIDPrefix = RI-), allowing theuser to run service processes in a similar manner to a phone interaction. Since a research interactionis not an interaction with a customer, dialogs and coaching tips are not displayed. Other capabilitiessuch as Pega Knowledge, and Other Actions are available to the user.

Complete the following tasks to configure portal search.

• Configuring portal search for external data sources

• Configuring search for cases and work objects

Configuring portal search for external data sources

Pega Customer Service for Financial Services uses Data Source rules to configure portal searchfunctions for external data sources. For any external data source that you want to include in the PegaCustomer Service for Financial Services portal search, use the following steps to configure the datasource.


2. Click Designer Studio > Customer Service > Customer Data Management > CustomerService Data Sources. The Customer Service Data Sources page is displayed.

3. Select All Inherited in the Show data sources in field and click Run. The list of available datasources is displayed.

4. Select your data source from the list.


5. On the Search tab of your data source rule, select theUse in Portal Search? check box andselect the name of the integration activity to call to perform the search query.

6. On the Retrieval tab, complete the following fields defining the retrieval criteria.

Default Interaction DriverEnter the name of your site-specific class that inherits from the PegaCPMFS-Work-Interaction-Research class. This class is used to create a temporary work object to display data source results.

Display HarnessEnter the name of the harness in the default interaction container class used to display data sourceinformation once the user selects a result of this type from the portal search results list.

Retrieval ActivityEnter the name of the integration activity (in the default interaction container class) that used toretrieve any additional information needed to populate the display harness view.

Configuring search for cases and work objects

Pega Customer Service for Financial Services uses the Pega 7 Platform search facility for work objectsand case data. Pega Customer Service for Financial Services searches for your work types/objectsonly if they are listed on your application rule or an inherited application rule.

When a user selects a work object or case from the portal search results list, a tab is opened in thegeneral work area using the Review harness for that work type.

For more information on enabling search of work data for your application, see the Pega 7 Platformhelp.

Quality reviews and customer satisfaction surveysYou can configure the content and scoring rules used to implement quality management reviews andcustomer satisfaction surveys.

Complete the following tasks to configure reviews and surveys:

• Configuring survey rules

• Configuring survey rating categories

• Configuring survey selection

• Determining interactions to survey for customer satisfaction


• Changing Net Promoter Settings

Configuring survey rules

Pega Customer Service for Financial Services uses survey rules for both quality management andcustomer satisfaction survey processing.

Survey rules determine the scoring criteria and the questions asked in the survey.


2. Enter SampleQualitySurvey, in the Search field of the Designer Studio landing page.

3. Click Save as, select the Applies To class, and enter the name of the survey as the Purpose. Saveit to your ruleset.

4. Enter a short description for the survey. This value becomes the name of the survey.

5. On the Scoring Levels tab, enter a title name for each scoring level. The titles appear when auser is responding to the survey.

6. On theQuestions tab, enter information in the fields described below. All fields are required.

l Category - Enter the name of the category to be evaluated.

l Question - Enter the text question that is to be displayed to the person responding to thesurvey.

l Weight - Enter the integer or decimal value that is used as a weighting factor when calculatingthe survey score for this category.

l Level 1-5 scores - Enter the numeric score for each level that can be selected for the category.

7. Click Save.

Configuring survey rating categories

You can set rating categories for reviews and surveys that are based on the total survey scorecalculated by the system.

Example: A score of less than 2 results in an overall rating of Needs Improvement while a scoregreater than 4 results in an overall rating of Exceeds Expectations.



2. From the App Explorer, select PegaCA-Work > Decision > Map Value >CAGetOverallRating.

3. Click Save as, enter a map name, and save it to your ruleset.

4. On theMatrix tab, update the table to include:

l Total Score— enter the evaluation criteria as (for example, < or <) and total score.

l Overall Rating— enter the text that you want to associate with the score.

l Default — enter the default text; surround the text by quotes.

5. Click Save.

Configuring survey selection

With Pega Customer Service for Financial Services, you can 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 thosereceived by standard customers. Entry-level CSRs and experienced CSRs could be evaluated using twodifferent surveys.


2. From the App Explorer, select PegaCA-Work > Decision > Decision Tree.

3. Select one of the following instances and save it to your ruleset.

l CADetermineQualitySurvey — sample quality review survey

l CADetermineSatisfactionSurvey — sample customer satisfaction survey

4. On the Decision tab, enter the decision criteria and the name of the survey that you want todisplay.

5. Click Save.


Determining interactions to survey for customer satisfaction

You can configure the criteria used to determine which customer interactions initiate customersatisfaction surveys.


2. Enter SatisfactionSurvey, in the Search field of the Designer Studio landing page.

3. Select the Intent Task instance and save it to your ruleset.

4. On the Criteria tab, add the Intent When rule Select as the Intent Condition.

5. Indicate whether you want to suggest the process or queue the process when the conditionevaluates as true.

6. Enter the visual cue that you want to associate with the condition from the image catalog that isdisplayed when you click the Lookup icon

7. Click Save.

Changing Net Promoter Settings

The NPS survey embedded section (NPSRatingInWrapUp) in wrap-up has been configured to notdisplay 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 for Financial Services will calculate a NetPromoter 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 yourinteraction class into your site-specific ruleset and delete the embedded section forNPSRatingInWrapUp.

In Pega Customer Service for Financial Services, the question detail is stored on the interaction objectitself upon clicking Submit. Pega Customer Service for Financial Services will calculate the responseand quantify the interaction as:


l Detractor (0-6)

l Passive (7-8)

l Promoter (9-10)

This detail can be used in future interactions to set the Interaction Goal property and to drive specificapplication behaviors when configured.

Pega also offers a Net Promoter Framework. If installed, answering the Net Promoter question inwrap-up also creates a Net Promoter object. When the response is Detractor or Passive, a follow-upcase is created.

More details on the Net Promoter Framework can be found in the Technical Note - Using the NetPromoter Framework.

Customer Decision Hub AdapterThe Customer Decision Hub Adapter provides the suggested actions to the CSR during a customerinteraction with the help of Pega Customer Service for Financial Services and Customer Decision Hub.

Note: To use Customer Decision Hub Adapter features, install the licensed version of the CustomerDecision Hub application.

Configuring Customer Decision Hub Adapter

Before configuring Customer Decision Hub Adapter, ensure that Pega Customer Service for FinancialServices and Customer Decision Hub are installed successfully.

The Customer Decision Hub Adapter landing page configuration enables the communication withCustomer Decision Hub application to provide next best actions.

1. Log in to Designer Studio and click Designer Studio > Customer Service > CustomerExperience> Customer Decision Hub Adapter Configuration.

TheNext Best Action Adaptor Configuration page opens.

2. Click theNBA Enabled link and update the .NBAAdapterSetting target value to "true" toenable the communication with decision hub.

3. Click theAdvisor Server link and add the Customer Decision Hub URL, for example,http://<localhost>:<port>.


https://pdn.pega.com/documents/customer-process-manager-cpm-71-tech-note-using-net-promoter-framework-71

https://pdn.pega.com/documents/customer-process-manager-cpm-71-tech-note-using-net-promoter-framework-71

4. Optional: To update or add context information for strategies to process and respond withappropriate actions, clickMap Additional Interaction Context link and update the datatransform rule.

Note: Customer Decision Hub follows a defined structure to map the context properties. Followthe examples from the data transform rule. Be cautious while adding or updating Type, Key andValue properties in the data transform rule.

5. Click theUpdate Containers link and update themapvalue rule, to update the container name.

6. Click Update to add a new action or update the existing actions, such asTopOffers,RetentionPeak, NeedsAssessment, and LostStolenCardin the list of configured actions. Each actionis mapped to a call, a flow rule, a boolean property to display peak offers or not, and an image.

Configuring access groupsA new application includes Pega-provided access groups and access roles that you can view in PegaExpress by clicking Users panel > Roles.

It is a best practice to create new access groups and roles that are based on the default access groupsand roles that come with the product. This insulates your application from changes if the roles andgroups change permissions in a future release. Refer to the roles and groups that you identified in theDefine requirements section.

To associate an access group with a role:

To update an access group:

To update an access role:

You can update or add a new access role details only from Designer Studio.


2. Click Designer Studio > Org & Security > Groups & Roles > Access Roles.

3. Select the access role that you want to use, for example PegaCPMFS:CollectionManager.

4. Click Save as to save the role to your application. It is recommended to give the role a differentname.



6. Update the new role details.

7. Click Save.

Configuring reportsPega Customer Service for Financial Services includes many standard reports for monitoring andanalyzing work. For detailed information about each report, see Pega Customer Service reports.

Configuring the Estimated Application Savings report

The Estimated Application Savings report calculates the savings achieved using Pega CustomerService for Financial Services by comparing the call duration for a service process against an averagebenchmark for the same process run in a legacy system. The time savings are then multiplied by acost factor to apply a dollar value to the savings achieved.

Setting up the report

Record the following information:

l An interaction cost per second value

l A benchmark duration value for each process that you want to calculate

l The SavingsAmount and TimeSavings Declare Expression rules

l 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 Savingsreport.

2. Copy an instance of .CAProcessTimeCost to your ruleset, and then apply it to the relevant servicecase 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 relevantservice case class.

6. On the Expressions tab, update the value of the duration in seconds.


https://pdn.pega.com/pega-customer-service-721-reports

7. Click Save.

8. Copy an instance of .SavingsAmount to your ruleset, and then apply it to the relevant service caseclass.

9. On the Change Tracking tab, change Execute this expression to regardless of any pages itis contained in.

10. Click Save.

11. Copy an instance of .TimeSavings to your ruleset, and then apply it to the relevant service caseclass.

12. On the Change Tracking tab, change Execute this expression to regardless of any pagesit is contained in.

13. Click Save.

Repeat these steps for each service case class that you want to include in the calculation. Samples areprovided for the following classes under PegaCPMFS-Work:

l AddressChange

l CloseAccount

l Complaint

l Correspondence

l DisputeTransaction

l General

l Interaction

l Interaction-InCorr

Modifying the Savings report


2. From the Application Explorer, select PegaCPMFS-Work > Reports > Report Definition >CPMApplicationSavings.


3. Edit the report to meet your requirements.

4. Click Save.

Modifying the Drill-down report

1. Open theUser 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 applicationTesting a new application includes the following procedures:

• Testing your application in the Build environment

• Testing in the Test or Production environments

• Testing in the UAT environment

Testing your application in the Build environmentTest a new application in the Build environment before migrating the new application to a Test orProduction environment. Testing in the Build environment enables you to verify that basicfunctionality 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 informationabout the PAL tool, see About the Performance tool.

l Prior to extending your site-specific Pega implementation, Pegasystems recommends that youestablish a performance benchmark (baseline) using PAL. This allows subsequent, iterativeperformance tests against the established baseline to help identify any degradation in



performance resulting from development efforts.

l 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 butnot required.

l Save the PAL test results so that you can compare them to future PAL test results to determinewhether an application update has a performance impact.

4. Verify that the Pega-provided reports and your custom reports run successfully, and that theyshow your implementation layer data, rather than the default demonstration data. This can be anautomated test.

5. Test all integrations, both independently and with associated integrations.

Test integrations for any optional Pega Customer Service for Financial Services components andother applications that you plan to use such as Pega Call, Pega Chat, Pega Knowledge, PegaCustomer Service Social Engagement, Pega Co-Browse, and Pega Marketing. See the productdocumentation for the component or application to determine which product components to test.

For Pega Call, check the following pieces of moving infrastructure:

l Switch

l Provider software

l Connectivity (network)

l CTI engine

l 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 areconfigured and point to the correct software version.


Testing in the Test or Production environmentsAfter you import the application to a Test or Production environment, test the application in the newenvironment 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 theapplication meets the UI standard.

1. Verify that the source and the destination files are the same.

2. Run functional tests to test specific features from the end-user perspective.

3. Test features used by all service requests, such as: security, eligibility, search, and loading of data.For this unit testing, automated scripts are recommended but not required.

4. In the Test or Production environment, run the Application Guardrails Compliance Score to ensurethat 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 theycan share those changes. Rulesets are typically locked during migration; you will need to unlockthe ruleset after migration.

6. Verify that the Pega-provided reports and your custom reports run successfully, and that theyshow your implementation layer data, rather than the default demonstration data. This can be anautomated test.

7. Test all integrations, both independently and with associated integrations.

Test integrations for any optional Pega Customer Service for Financial Services components andother applications that you plan to use. See the product documentation for the component orapplication to determine which product components to test.

For Pega Call, check the following pieces of moving infrastructure:

l Switch

l Provider software

l Connectivity (network)


l CTI engine

l 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 recordfor the Build environment.

9. Test security. Test the most common roles to ensure that the required access groups areconfigured 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 thatpass 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 testto fail. If the environment caused the failure, either fix the issue that caused the failure or adjustthe test as appropriate for the new environment.

11. Run performance tests to verify that performance meets expectations. Pega recommendsautomated performance testing. Save the results so that you can compare them to futureperformance test results to determine whether an application update has a performance impact.

Testing in the UAT environmentAfter you complete testing in a Test environment, it is common for large call centers to perform UserAcceptance Testing (UAT) in a designated UAT environment, which could be a pre-productionenvironment. UAT ensures that end users will be able to successfully complete work and meetbusiness objectives.

Note: Organizations that use Scrum for application development will complete less formal UAT aspart of each sprint cycle.

1. Verify the integrity of the UAT environment.

2. Have the end-users (or business analysts acting the role of end-users) run scripts to test allscenarios including boundary and exception testing. The end-users (that is, the trainers, managers,and directors), do the following during UAT:

l Verify that there are no major issues.


l Review changes in order to better understand the features.

l Customize the delegated rules (for example, coaching tips) as needed.

Packaging a new applicationTo migrate a new application to a different environment, you must first package the application sothat it can be imported to the new environment.

Packaging and importing a new application includes the following procedures:

• Merging application changes

• Packaging an application for migration

• Importing the packaged application

• Multitenancy deployment considerations

• Overriding rules to use Pega Customer Service Social Engagement

If deployment is to a Multitenancy environment, see Multitenancy deployment considerations.

Merging application changesIf you developed your application features in separate branches, use the Merge Branches wizard tomerge the branches before you package the application. The wizard shows any merge conflicts sothat you can correct them before you merge the branches.

For more information about using Merge Branches wizard, see Branch development and merging.

Packaging an application for migrationBefore you can migrate a new application to a different environment, you must package the relevantdata 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.


2. Click Designer Studio > Application > Distribution > Package to start the ApplicationPackaging wizard. For information about using the wizard, see Application Packaging wizard.




3. Complete each page of the Application Packaging wizard.

4. On the last page of the wizard, click Preview.

5. Review the contents of the generated RAP file.

6. On the last page of the wizard, clickModify to make any changes.

7. When the RAP file is complete, click Export. The wizard creates a .ZIP file in the ServiceExportdirectory on the current application server node.

Importing the packaged applicationTo deploy a new application to a different environment, import the .ZIP file that contains thepackaged application to the new environment.


2. Click Designer Studio > Application > Distribution > Import.

3. Use the Import Gadget to import the target .ZIP file. For detailed information about using thegadget, see Import wizard landing page.

For information about how to swap the database connection pointers to your Production databaseafter an import to a Production environment, see Pega 7 Platform Upgrade Guide.

Note: For an on-premises Co-Browse integration, be sure to update the data transform rule to pointto the correct Co-Browse server if necessary.

Multitenancy deployment considerationsIn a multitenancy environment, the shared application components are deployed only to the sharedenvironment, 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-specificapplication, see theMultitenancy Administration Guide.

A deployment to a multitenancy environment has the following requirements.

l The package for the tenant layer should include production rule sets for that tenant. The packagefor the shared layer should not include production rule sets.



https://pdn.pega.com/documents/pega-722-platform-upgrade-guide

https://pdn.pega.com/documents/pega-719-platform-multitenancy-administration-guide

l The package for the tenant layer should include the tenant-specific Pega Call configurationsettings, such as sample operators, service packages, CTI links, and call objects. The package forthe shared layer should include the global Pega Call configuration settings that apply to all tenants,such as Pega Call rules.

l The package for the tenant layer should include the table definitions for that tenant.

Note: Multitenancy is not supported for Pega Customer Service Social Engagement.

Overriding rules to use Pega Customer Service SocialEngagementTo configure the Pega Customer Service Social Engagement application, you need to override thefollowing rules in the implementation layer class where interaction work instances are created.

Feature RulesProfile Data page -D_Contact_Details

Widget - Agent performance Report definition - TeamPerformance

Widget - Team performance Report definition - TeamPerformanceForWorkgroup

After you override the rule, complete the following steps for widgets - Agent performance and Teamperformance:


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.


Production maintenance andmonitoringProduction maintenance and monitoring includes the following procedures:

• Business rule maintenance in the Production environment

• Application health monitoring

• Identifying and reporting issues

Business rule maintenance in theProduction environmentAs a manager, you can update Dialogs, and Coaching Tips in the Production environment usingthe Tools > Configuration option available in each process action of the case type. This featureallows managers to change these options without having to wait for a rule deployment. Managersmust have the same privileges associated with the PegaCA:Manager role in order to maintain theserules.

Note: Skills instances need to be created in order for them to be available in the selection ofavailable Expert Skills.

Managers can also create reports in theMy Reports section of the portal. For more information, seeReport Browser features.

You can give managers the ability to update other rule types in the Production environment. Forexample, managers can update the Goals and Deadline for a certain case type. These rules must bedelegated in Designer Studio first. After the rule has been delegated, you can access it by clickingyour operator profile > My rules. For more information on rule delegation, see Delegating arule or data type.

Application health monitoringAutonomic Events Services (AES) is an application that automatically monitors, retrieves, andorganizes the alert data from one or more clustered systems throughout the enterprise. Pegasystems


Production maintenance and monitoring





also provides the Predictive Diagnostic Cloud (PDC), which allows you to benefit from AES withoutinstalling it locally. PDC is a Software as a Service offering of AES.

Implementing the following best practices in your application can help to ensure optimal responsetimes and overall application health.

l Segment application agent processing to a dedicated JVM (Java Virtual Machine). This configurationensures that end users do not have to share resources with background processes.

l Monitor integration response time. Over time, slow integration points can cause average handletimes to increase. When queues start to grow, it becomes very difficult to recover, which mightrequire usage of offline services or a backup application.

l Regularly perform a Layer 7 health check. Layer 7 is the application layer of the OSI model. Havingvisibility into the details of a connection can allow you to filter out unwanted traffic from enteringyour call center, such as for example, in the form of a DDoS attack. It can also help with loadbalancing. Having visibility into call details also provides information that is needed to moreintelligently route the call.

l Regularly perform a health check on the CTI layer. Periodically check to ensure that the applicationcan communicate with the switch. Periodically call the application to make sure it can get throughan entire process.

l Monitor social engagement accounts (for example, your Facebook and Twitter accounts) to ensurethat they do not expire. For more information, see Pega Customer Service Social EngagementImplementation.

Identifying and reporting issuesAs with any application, your users will encounter issues that they need to report as they begin to usethe application. When deploying your application to the production environment, you must do thefollowing:

1. Identify operational staff who will be responsible for responding to issues reported in theproduction 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.


Production maintenance and monitoring


Pega Chat implementationCustomers can implement Pega Chat at the same time as Pega Customer Service for FinancialServices, or they can add this component later. For more information about Pega Chat, see the PegaChat product page.

Pega Chat implementation includes the following processes.

• Defining requirements for Pega Chat implementation

• Building Pega Chat features

• Testing, packaging, and maintaining Pega Chat

Note: Pega Chat includes features that use the Text Analytics/Natural Language Processing featuresof the Pega 7 Platform. If you have licensed Pega Chat, you can use Text Analytics/Natural LanguageProcessing features solely with Pega Chat unless you have licensed these features separately forother purposes. Contact your Pega Account Executive if you require a license to use the TextAnalytics/Natural Language Processing features for other purposes.

Defining requirements for Pega Chatimplementation1. Defining which web pages will have chat capabilities

2. Defining the chat window branding

3. Defining optional proactive chat

4. Defining the chat queues and operator skills

5. Defining URL mappings for chat

6. Defining common phrases

7. Defining web pages to push for chat

8. Defining optional Pega Co-Browse settings


Pega Chat implementation

https://pdn.pega.com/products/pega-chat


9. Defining dashboard widgets

10. Defining the chat server location and communication settings

Defining which web pages will have chat capabilitiesTo list the pages on your website that will have chat capabilities, use the "Chat-enabled web pages"worksheet in the Implementation Planning Workbook.

Defining the chat window brandingYou can customize the chat window to better match your website or branding.

The header section of the chat window is the logo and message that appears at the top of thewindow.

The text section of the chat window is the conversation area, which includes system messages.

To record your decisions during this procedure, use the “Customer chat experience” worksheet in theImplementation 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 displaya 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.

6. Determine the font color for the text section.

7. Determine the font family for the text section.

8. Determine the background color for a message sent by the CSR.

Defining optional proactive chatFor web pages that are enabled for chat, you can optionally configure Pega Chat to invite thecustomer to a chat session, rather than waiting for the customer to request assistance.

To record your decisions during this procedure, use the “Proactive chat” worksheet in theImplementation Planning Workbook.

1. Determine whether to enable proactive chat.

2. To enable proactive chat, define the criteria that determines when the customer will be invited to aproactive chat session. The criteria can include one or more of the following metrics:

l How long (in seconds) that a customer views a chat-enabled web page.

l How long (in seconds) that a customer views a website that has at least one chat-enabled webpage. The customer will be invited to proactive chat only when they have a chat-enabled webpage open.

l The number of chat-enabled pages that a customer views.

3. Determine the message to display to a customer to invite them to the proactive chat session.

Defining the chat queues and operator skillsA chat queue is the work queue for chat requests that are received from one or more chat-enabledweb pages. The chat server routes a chat request to a CSR based on whether the CSR has the requiredskills for that queue, and whether the request is received during working hours for that queue.

For a chat window, you can configure a chat queue to send pre-chat questions to a customer in orderto gather information before the chat request is routed to a CSR. For example, the chat server canrequest a customer’s name, account number, and the question that they have.



The answer can be used for subsequent interaction processing.

Note: If the answer to a pre-chat question is known before the chat session starts, you can pre-populate the answer when you enable chat for a web page. In that case, the chat server will not askthe pre-chat question. An answer can also be pre-populated automatically by your website based onuser login credentials or other information. For information about how to pre-populate an answer,see Enabling chat on your website.

To record your decisions during this procedure, use the “Chat queues” worksheet in theImplementation Planning Workbook.

1. Identify the different types of chat requests that you expect to receive and the skills required toservice each request.

2. Determine how many different chat queues you need to route chat requests to operators with therequired skills.

3. Determine a name for each chat queue.

4. Identify the hours of operation for each chat queue.

5. Determine what message to display when a customer requests a chat session outside of businesshours for the chat queue.

6. Determine what message to display when a customer requests chat when there are no agentsavailable or no agents available with the required skills.

7. Determine the service level goals for each chat queue. Identify the percentage of chat customersthat your CSRs should be able to respond to, and the number of seconds within which they shouldrespond.

8. Determine which pre-chat questions you want to ask for each chat queue.

9. Define a property name (also known as a key) for each pre-chat answer. During a chat interaction,a CSR can access the property and other metadata related to this chat request from their Pegaclipboard.

The metadata are available in the form of key-value pairs in a value groupChannelServicesInteraction.pyUserData on the interaction page. Answers to pre-chat questions areaccessed from pyUserData using the key specified. The answers can be displayed on the CSRdesktop, and they can be used to trigger, modify, or suggest service processes.

The Configuring channels topic describes tasks that can include Pega Chat metadata.



10. Determine whether and when to pre-populate pre-chat answers. For example, certain valuesmight be pre-populated based on the user's profile on your website.

11. Identify which CSR operators have the required Pega Chat skills to respond to the chat queue. Forinformation about defining operator skills, see Defining the operator attributes.

Note: Only the following characters are allowed in the operator ID of a Pega Chat CSR:alphanumeric characters, @, &, ', and <space>. The operator ID cannot contain any other specialcharacters, nor can it contain more than one @ symbol.

Defining URL mappings for chatFor web pages that are enabled for chat, you can assign a chat queue to one or more web pagesbased on the URL pattern of the web pages. For example, you can assign all web pages that includethe term "-sales" in their URL to a specific queue. This enables you to quickly assign or modify thechat queue for multiple pages.

Note: The JavaScript snippet that enables chat for a web page includes parameters that determinewhether the page uses URL mappings to assign a chat queue.

To record your decisions during this procedure, use the “URL mapping for chat” worksheet in theImplementation Planning Workbook.

1. Identify each URL pattern.

Note: Use the * wild card pattern to define a default chat queue for web pages that do not matchany other pattern.

2. Identify the chat queue for each pattern.

Defining common phrasesPega Chat lets CSRs insert frequently used phrases in the chat window by selecting them from thePhrasesmenu during a chat session.

To record your decisions during this procedure, use the “Common phrases” worksheet in theImplementation Planning Workbook.

1. Define the categories of common phrases that will be seen by the CSR. During a chat session, eachcategory is presented to the CSR as a separate submenu from which they can select a phrase.

2. Define a short name for each phrase that will clearly identify the phrase to the CSR.



3. Define the complete text that a customer sees in the chat window when a CSR selects the phrase. Ifthe phrase includes text that is formatted as a link (for example, the text starts with "http://"), thenthe chat window converts the text to a link when a CSR sends the phrase.

4. To restrict selection of this phrase to customers with specific browser locales, identify thelanguage of the phrase. By default, a phrase applies to all languages and locales.

Defining web pages to push for chatDuring a chat session, a CSR can select a chat-enabled web page to share with a customer in order toguide them or point them to the information that they need. The customer receives a message askingfor permission to redirect their web browser to the pushed page.

To record your decisions during this procedure, use the “Page push for chat” worksheet in theImplementation Planning Workbook.

1. Define categories of pages to push as will be seen by the CSR. During a chat session, each categoryis presented to the CSR as a submenu from which they can select a web page.

2. Define a name that identifies each chat-enabled web page that a CSR can push during a chatsession.

3. Define the URL of each chat-enabled web page that a CSR can push during a chat session.

4. To restrict selection of this web page to customers with specific browser locales, identify thelanguage of the web page. By default, a shared web page applies to all languages and locales.

Defining optional Pega Co-Browse settingsIf you want to enable Pega Co-Browse capabilities from a chat window, obtain the Pega Co-BrowseAPI key that is needed to start the co-browsing session. For information about how to obtain that key,see the Pega Co-Browse Implementation Guide.

To record the Pega Co-Browse API key, use the “Chat-enabled web pages” worksheet in theImplementation Planning Workbook.

Defining dashboard widgetsChat widgets display historical or real-time chat statistics on the Interaction Portal dashboard.

To record your decisions during this procedure, use the “Chat widgets” worksheet in theImplementation Planning Workbook.




1. Log in to Designer Studio using the administrator operator ID for your application.


3. Click Dashboard.

4. Click the Switch to edit mode tool .

5. Under Widgets, click Add Widget(s).

6. On the Widgets window, scroll to the CHAT section, and decide which chat widgets you want toshow on your dashboard.

For detailed information about how to add widgets to the dashboard, see Designing the portals.

Defining the chat server location and communicationsettingsThere are two options for the chat server installation. Pega can install it for you as part of the PegaCloud Collaboration Services, or you can install it yourself on premises. Once the chat server isinstalled, you must configure how Pega Customer Service for Financial Services connects to that chatserver.

To record your decisions during this procedure, use the “Chat server” worksheet in theImplementation Planning Workbook.

1. Determine where the chat server will be installed: in the cloud using Pega Cloud CollaborationServices, or on-premises.

Notes:For information about installing a chat server on-premises, see the On-Premises Chat ServerInstallation article on the Pega Chat product page.

If you use Pega Cloud Collaboration Services, you must configure your application to use theAllowPegaCollaborationServices security policy. For more information, see Configuring thesecurity policy.

2. Determine the following communication information for the chat server:

l The host name, IP address, or domain name of the installed chat server or chat infrastructure.For an on-premises server, this value is likely to be a domain name that resolves to a load




balancer. For Pega Cloud Collaboration Services, this is usually chat.usefirefly.com.

l The protocol (http or https) used to configure chat. Pega Customer Service for Financial Servicesserver will connect to the chat server using this protocol.

l The TCP port used to configure the chat server. Pega Customer Service for Financial Servicesserver will connect to the chat server on this port.

l The unique configuration key used to configure the specific chat server.

If you use Pega Cloud Collaboration Services, you will receive this information in an email sentto the provisioning email address that you provided. If you install the chat server on-premises,request this information from the person who installed the chat server.

Note: A chat server is identified by its configuration key. A chat server (and configuration key)must be associated with only one Pega 7 Platform environment. You should create only onechat server record on the Pega 7 Platform to represent each chat server. If you select the sameconfiguration key in more than one record or environment, then each subsequent record orenvironment will attempt to delete configuration elements (for example, queues andoperators) created by the other configuration or environment.

3. Determine the following client communication information:

l The protocol (http or https) used by the CSR and customer web browsers to communicate withthe chat server.

l The TCP port used by the customer and CSR web browsers to communicate with the chatserver.

l The frequency (in seconds) to reconnect the customer and CSR web browsers to the chat server,in the event or a network interruption or chat server restart.

l The maximum number of reconnection attempts.

l The maximum number of chat conversations that a CSR can engage in at the same time.

4. The protocol (http or https) used by the CSR and customer web browsers to communicate with thechat server.

5. The TCP port used by the customer and CSR browsers to communicate with the chat server.

6. The frequency (in seconds) to reconnect to the chat server.

7. The maximum number of reconnection attempts.



8. The maximum number of chat conversations that a CSR can engage in at the same time.



Building Pega Chat features• Configuring the security policy

• Configuring the chat server communication settings

• Configuring chat queues

• Configuring pre-chat questions for chat

• Branding the customer chat window

• Configuring optional proactive chat

• Configuring URL mappings for chat

• Enabling chat on your website

• Configuring common phrases

• Configuring page push for chat

• Enabling automatic Pega Chat login

Configuring the security policyIf your Pega Chat implementation uses Pega Cloud Collaboration Services, you must update yourapplication to use the AllowPegaCollaborationServices security policy.


2. From the Application menu, click Open Application.

3. Click the Integrity & security tab.

4. In the Content security section, change the Policy name to AllowPegaCollaborationServices.

5. Click Save.

Configuring the chat server communication settings1. Click Designer Studio > Channel Services > Pega Chat > Administration &

Configuration.

2. Click Add new.



3. In the Server Configuration section of the tab, select Pegasystems from the Chat servertype list.

4. In the Chat server hostname field, enter the host name or IP address of the chat server, or thedomain name of the chat infrastructure.

5. In the Configuration protocol field, select the protocol (http or https) and enter the Portnumber for communication between Pega Customer Service for Financial Services and the chatserver during configuration. This can be the same as or different from the communicationsprotocol and port.

6. In the Chat API key field, identify the unique configuration key for this chat server.

Notes:You receive a message that shows whether the configuration key has been successfully validated.

Do not create more than one chat server configuration using the same configuration key.

7. In the Client Communication section, select the Communications protocol (http or https)and enter the Port number for communication between the customer and CSR web browsers andthe chat server.

8. In the Reconnect interval (Sec) field, enter the frequency in seconds that the customer and CSRweb browsers should reconnect with the chat server if the connection is lost.

9. In the Reconnect attempts field, enter the maximum number of times to reconnect thecustomer and CSR web browsers with the chat server.

10. In theMax concurrent conversations field, enter the maximum number of simultaneousconversations allowed for a CSR.

11. Click Save.

Note: You can edit an existing chat server from the list of servers.

Configuring chat queues1. Click Designer Studio > Channel Services > Pega Chat > Administration &

Configuration.

2. Select the chat server, click theOptions icon , and then click Edit.

3. Click theQueues tab.



4. Click Add Item.

5. Enter aQueue name.

6. In the Skills field, click Add new to identify the skills that a CSR must have in order to accept chatrequests for this queue. You can select an existing skill, or create a new one. Chat requests in thequeue will be routed to CSRs with all of the listed skills. For example, if a queue requires English-speaking representatives who have the skills to process service requests, you might identify a skillfor English and another for Service. Chat requests to the queue are routed to CSRs who have bothskills – English and Service. Create additional skills as needed to meet the needs of the queue.

For information about defining operator skills, see Defining the operator attributes. You mustsynchronize the chat server with the Pega 7 Platform in order for the updated information to beavailable during a chat session.

7. From theHours of operation list, select or create a calendar that reflects the hours of operationof the queue.

For information about defining calendars, see Defining the operator attributes. You mustsynchronize the chat server with the Pega 7 Platform in order for the updated information to beavailable during a chat session.

8. In theOff-hours behavior field, enter a message to display to a customer who requests to chatwhen the queue is not in service.

9. In the Agents Not Available field, enter a message to display to a customer who requests tochat when no representatives are logged in who can serve the queue.

10. Under Service level, enter your service level goal by identifying what percent of customers youwant respond to within a selected number of seconds. For example, you might want to respond to75% of customers within 60 seconds of their chat request. These goal numbers are used forreporting, and are not enforced.

11. Click Submit.

TheQueues tab lists the chat queues for the selected chat server. From this tab, you cancomplete the following tasks for an existing chat queue:

l To edit an existing queue, click the Edit icon .

l To view a list of CSRs who match the skills for this chat queue, click the List operators for



queue icon .

l To delete an existing queue, select the queue and then click the Delete icon .

12. Repeat these steps to add more chat queues.

13. Click Save.

Configuring pre-chat questions for chat1. Click Designer Studio > Channel Services > Pega Chat > Administration &

Configuration.


3. Click theQueues tab.

4. Select the queue for which you will configure pre-chat questions, and then click the Edit icon .

5. In the Pre-chat questions section, click Add new to add a pre-chat question for this queue.

6. In the Key field, enter the name of the property to create for the answer to this question.

7. In theQuestion field, enter the pre-chat question that will be presented to a customer.

Note: For information about how to pre-populate a pre-chat answer for your website, seeEnabling chat on your website.

8. Repeat these steps for additional pre-chat questions.

9. Click Submit.

10. Repeat these steps for each additional chat queue.

11. Click Save.

Branding the customer chat window1. Click Designer Studio > Channel Services > Pega Chat > Administration &

Configuration.




3. Click the Customer Chat Client tab.

4. Configure the chat header settings.

a. In the Font family list, select the header font family.

b. In the Font color field, enter the header font color in hexadecimal format, or click the colorblock to select a color or enter a value in RGB format.

c. In the Background color field, enter the header background color in hexadecimal format, orclick the color block to select a color or enter a value in RGB format.

d. In theURL for chat icon field, enter the URL of an image file (21 pixels in height and width)to show at the left side of the header section.

5. Configure the chat text settings.

a. In the Background color field, enter the background color in hexadecimal format for textthat the customer enters, or click the color block to select a color or enter a value in RGBformat.

b. In the Font color field, enter the font color for the text section in hexadecimal format, or clickthe color block to select a color or enter a value in RGB format.

c. In the Font family list, select the font family for the text section.

d. In the Agent background color field, enter the background color in hexadecimal format fortext that the CSR enters, or click the color block to select a color or enter a value in RGB format.

6. Click Save.

Configuring optional proactive chat1. Click Designer Studio > Channel Services > Pega Chat > Administration &

Configuration.


3. Click the Proactive Chat tab.

4. To enable proactive chat, select the Enable Proactive Chat check box.

5. If you enable proactive chat, select one or more of the following check boxes to determine when a



customer will be invited to a proactive chat session. You must select at least one check box.

a. To start a proactive chat session based on how long a customer views a chat-enabled webpage, select theOffer chat when user stays on a page for NN seconds check box, andthen enter the number of seconds.

b. To start a proactive chat session based on how many chat-enabled pages the user views, selecttheOffer chat when user views NN pages check box, and then enter the number ofpages.

c. To start a proactive chat session from a chat-enabled web page based on how long a customerviews your website, select theOffer chat when user stays on the website for NNseconds check box, and then enter the number of seconds.

6. In the Invitation text field, enter the message to display to the customer to invite them to a chatsession.

7. Click Save.

Configuring URL mappings for chat1. Click Designer Studio > Channel Services > Pega Chat > Administration &

Configuration.


3. Click theURL Mapping tab.

4. Click Add Item.

5. In theURL Pattern field, enter the pattern of the chat-enabled web pages that you want to mapto a chat queue.

You can enter multiple values separated by the or operator, and you can include the * wildcardcharacter. For example:

yoursite.com/*-sales or yoursite.com/newcustomer

6. From theQueue list, select the chat queue to assign to web pages that match the pattern.

7. Click Save.



Enabling chat on your website1. From your code editor, open the layout file that will propagate to all of your site's web pages that

require chat capabilities.

2. Insert a JavaScript snippet similar to the one shown below in the web page code.

Note: A sample snippet is emailed to the administrator provisioning email address that youprovided when the chat server was installed.

<script type="text/javascript">(function() {window.fireflyAPI = window.fireflyAPI || {};window.fireflyAPI._log = window.fireflyAPI._log || function(){};window.fireflyChatAPI = {};fireflyChatAPI.token=<your Chat API token>;fireflyChatAPI.cobrowseAPIKey=<your portal co-browsing API key>;fireflyChatAPI.queue = <your queue>;fireflyChatAPI.skipQueueSelection = <true or false>;fireflyChatAPI.assetHostUrl="https://firefly-chatproduction.s3.amazonaws.com";fireflyChatAPI.type = 'visitor';fireflyChatAPI.serverHostUrl = <yourchatserverUrl>;var script = document.createElement("script");script.type = "text/javascript";script.src = <yourchatserverUrl> +"/scripts/loaders/chatLoader.js";script.async = true;var firstScript = document.getElementsByTagName("script")[0];firstScript.parentNode.insertBefore(script, firstScript);})();</script>

3. In the JavaScript snippet, modify the JavaScript variables listed below to reflect your environmentand needs:

fireflyChatAPI.tokenThe API token for your chat server. This value is pre-populated in the snippet that you receive.

Note: This value is not the same as the server configuration key that you identify when youconfigure your chat server.



fireflyChatAPI.cobrowseAPIKeyThe Pega Co-Browse API key. For information about how to obtain this key, see the Pega Co-Browse Implementation Guide.

fireflyChatAPI.queueThe chat queue for this web site. If this variable is defined, then Pega Chat ignores thefireflyChatAPI.skipQueueSelection variable.

If this variable is not defined, Pega Chat determines the queue selection based on the followingcriteria:

l If the fireflyChatAPI.skipQueueSelection variable is not defined or is set tofalse, the chat window presents a list of queues for the user to select from, or uses thedefault queue if only one queue is defined.

l If the fireflyChatAPI.skipQueueSelection variable is set to true, then Pega Chatuses URL mappings to assign a chat queue for this site.

fireflyChatAPI.skipQueueSelectionThis variable is considered only when the fireflyChatAPI.queue variable is not defined. Setthis variable to false if the chat window uses URL mappings to determine the queue selection.Set this variable to true if the chat window presents a list of queues for the user to select from,or use the default queue if only one queue is defined.

fireflyChatAPI.assetHostUrl

The URL from which Pega Chat loads assets (images and stylesheets). This value is pre-populatedin the snippet that you receive, and is typically set to https://firefly-chat-production.s3.amazonaws.com.

fireflyChatAPI.serverHostUrl

The URL of the Pega Chat server. This value is pre-populated in the snippet that you receive, and isset to https://chat.usefirefly.com. for a Pega Cloud Collaboration Services installation.

4. To pre-populate a pre-chat answer for your website, update the JavaScript snippet to include astatement in the format shown below.





fireflyChatAPI.preChatAnswers = {"username" : “Sara Connor”,"Account":1234560000, "ContactId":CONNOR, "Verified":"True"};

For each value pair, the first part of the value identifies the pre-chat key, and the second valueidentifies the answer. If an answer is pre-populated, then the pre-chat question associated withthat answer is not asked.

Configuring common phrases1. Log in to Pega Chat as a manager.


3. ClickManager Tools.

4. In the Chat and Online help section, click Configure Phrases.

5. Click Add Item.

6. In the Phrase Name field, enter a label that identifies the phrase to the CSR.

7. In the Phrase category field, enter or select a category for this phrase.

The category helps the CSR select the appropriate phrase during a chat session.

8. In the Language field, identify the language of this phrase. Select the default value of AllLanguages if this phrase should be available regardless of the chat language.

9. In the Phrase Text field, enter the text that the customer sees in their chat window when the CSRselects this common phrase.

10. In the Refer to list, select a value, and then select its relevant value in the Attribute list (fromexample, Contact and Last name).

11. Click Add to continue creating additional phrases, or click Submit to return to the CommonPhrases page.

12. Click Save.

13. Repeat these steps for each common phrase.



Configuring page push for chat1. Log in to Pega Customer Service for Financial Services as a manager.


3. ClickManager Tools.

4. In the Chat Assets section, click Configure Page Push.

5. Click Add Item.

6. In the Destination Name field, enter a name that identifies this web page to the CSR.

7. In theURL field, enter the URL of the chat-enabled web page.

8. In the Category field, enter or select a category for this web page. The category helps the CSRselect the appropriate destination during a chat session.

9. In the Language field, identify the language of the web page. Select the default value of AllLanguages if the web page should be available for selection regardless of the chat language.

10. Click Add to continue creating additional destinations, or click Submit to return to the Page Pushpage.

11. Click Save.

12. Repeat these steps for each chat-enabled web page that a CSR can share with a customer during achat session.

Enabling automatic Pega Chat loginA CSR or manager has the option to automatically log in to Pega Chat when they log in to theInteraction Portal.

1. Log in to the Interaction Portal as an agent.

2. Click Operator > Preferences.

3. Click Desktop Preferences > Channels > Chat.

4. Select the Enable Chat check box.

5. In the Chat login preference list, select Save Login Info.



6. Select the Chat server to use.

7. In the Chat Display Name field, enter the name that will identify you to customers during a chatsession.

8. Click Save Preferences.



Testing, packaging, and maintaining PegaChatDuring the Delivery phase, complete the following tasks to test, package, and maintain Pega Chat.

1. Test the component

Test Pega Chat during product integration testing. For details, see Testing a new application.

2. Package and export the component

For information about how to package and export an application that includes Pega Chat, seePackaging a new application.

3. Production monitoring

Production monitoring for Pega Chat includes the following tasks:

l Synchronizing application updates with the chat server

l Monitoring chat queues

For complete information about production maintenance and monitoring tasks for Pega CustomerService for Financial Services, see Production maintenance and monitoring.

Synchronizing application updates with the chat serverWhenever you make changes in Designer Studio that affect Pega Chat (for example, modifying thechat server or adding chat skills to an operator record), the data must be synchronized with the chatserver. This synchronization happens automatically any time you save changes to a chat serverconfiguration (for example, when you add a new queue for a chat server). However, thissynchronization must be performed manually for other changes, such as the addition of operatorskills or a change to a calendar.

Note: Because synchronization is resource intensive in environments with a large number of usersand chat skills, it is recommended that you perform synchronization off-hours.

1. Click Designer Studio > Channel Services > Pega Chat > Administration andConfiguration.

The Chat Sync Status column shows the status of the server's most recent synchronization.



l Succeeded - The synchronization was successful.

l Failed - The synchronization was not successful. The Failed link shows information about whythe failure occurred.

2. Select the chat server.

3. Click theOptions icon , and then click Synchronize.

Note: An alternative method is to modify the agent schedule for the Pega-provided agents rule(ruleset PegaFW-Chat). That rule runs periodically to ensure that the configuration is keptsynchronized.

Monitoring chat queuesMonitor the real-time performance of chat queues to ensure that you are delivering the expectedlevels of service.

Monitoring chat queues from the Interaction Portal

1. From the dashboard of the Interaction Portal, click the Switch to edit mode icon .

2. Click Add Widget(s).

3. In the CHAT section, selectMonitor Chat Queues, and then click Add selected at the bottomof the widget page.

4. Click Publish.

5. Select the chat server.

Monitoring chat queues from Designer Studio1. Click Designer Studio > Channel Services > Pega Chat > Administration &

Configuration. The Administration and Configuration landing page opens.

2. Select the chat server that you want to monitor, click theOptions icon , and then clickMonitor.

Chat queue statistics

The Chat queue monitor shows the following real-time statistics for the selected chat queue.



Open?Whether the chat queue is currently open, based on the hours of operation. Only the widget showsthis value.

QueueName of the queue.

RequestsThe number of customer requests currently waiting to be served.

Estimated Wait Time (sec)The amount of time (in seconds) a new customer joining the queue is likely to have to wait beforethey are served.

Logged in Agents/OperatorsThe number of operators logged in and skilled to serve requests in this queue.

Longest Wait Time (sec)The longest wait time (in seconds) currently being experienced by a customer who is in the queue.



Pega Customer Service SocialEngagement implementationPega Customer Service Social Engagement makes global service teams deliver relevant, fast customerexperience using social channels. To enhance social Customer Service Representative's (CSR)productivity, Pega uses advanced text analytics to cut through social media noise and extract onlythose conversations that are relevant. Pega guides your CSR through every social interaction byanalyzing sentiment, topics and influence scores so that your teams can adapt and execute the bestservice strategy. CSR can take advantage of interaction histories across service channels, as well asPega Knowledge and Case Management tools, to deliver a satisfying response to customers.

Customers can implement Pega Customer Service Social Engagement at the same time as PegaCustomer Service for Financial Services, or they can add this component later.

For more information about Pega Customer Service Social Engagement, see the Pega CustomerService product page.

Pega Customer Service Social Engagement includes features that use the Text Analytics/NaturalLanguage Processing features of the Pega 7 Platform. If you have licensed Pega Customer ServiceSocial Engagement, you may use Text Analytics/Natural Language Processing features solely with theapplication unless you have licensed these features separately for other purposes. Contact your Pegaaccount executive if you require a license to use the Text Analytics/Natural Language Processingfeatures for other purposes.

Pega Customer Service Social Engagement implementation includes the following processes.

• Defining requirements for the Pega Customer Service Social Engagement implementation

• Building Pega Customer Service Social Engagement

• Testing, packaging, and maintaining Pega Customer Service Social Engagement


Pega Customer Service Social Engagement implementation



Defining requirements for the PegaCustomer Service Social EngagementimplementationDuring the Define phase, complete the following tasks for Pega Customer Service Social Engagementimplementation:

• Compiling a list of business Twitter handles and Facebook business pages

• Defining and registering Facebook and Twitter applications

• Setting up the Pega Customer Service Social Engagement operations team

• Defining operators, access groups, work groups, and workbaskets

• Defining topics

Compiling a list of business Twitter handles and Facebookbusiness pagesWith Pega Customer Service Social Engagement, you can receive tweets and posts from socialchannels such as Twitter and Facebook and respond to them.

To compile a list of business Twitter handles, remember the followingpointsl Your business may have branded one or more Twitter account for customer service.

l Your customers may contact you through one of your Twitter account. You can route their queriesto the right team. Compile a list of all Twitter accounts that you need to monitor.

l You can respond to incoming tweets from either a single or multiple outgoing Twitter handles.

l The Social Administrator maps incoming Twitter handles to the outgoing Twitter handles. Forexample, for the incoming Twitter handle @askmybank, you can set the outgoing Twitter handle@mybank to respond to the customers.



To compile a list of Facebook business pages, remember the followingpointsl Compile a list of your business Facebook page URLs, from where you intend to provide customerservice. If your business does not have a Facebook page, create one using your business profile.

l Your Pega Customer Service Social Engagement Administrator configures listening and responsecapabilities for your Facebook business pages.

To record your decisions during this procedure, use the "Compile Twitter handles and Facebookpages" worksheets in the Implementation Planning Workbook.

Defining and registering Facebook and Twitter applicationsPega Customer Service Social Engagement use public APIs through applications created on Twitterand Facebook to harvest social posts and respond to them from the Social Interaction portal.

Note: Ensure that you create and register applications with Twitter and Facebook. Creating andregistering a Facebook application is a time-consuming process. This process might take 3-7 days fora new application approval. For detailed information about the registration process, see theFacebook website.

Before you create your Twitter and Facebook applications, consider the following points:

l The number of connectors that you want to create. A connector enables API connectivity toTwitter.

l The number of dedicated Twitter applications. It is recommended that you have a dedicatedTwitter application for each connector because reusing Twitter application tokens across multipleconnectors will likely result in API rate-limiting issues by Twitter.

l Ensure that you have a dedicated Twitter application for incoming tweets and messages.

l Facebook API tokens can be reused across connectors.

Creating and registering a Facebook application1. Log in to your Facebook developer account.

2. In theMy Apps list, click Add a New App.

3. On the Add a New Appmenu, click Facebook Canvas.

4. Complete the form to create the application.



5. Ensure that you request the following access credentials.

l publish_pages

l read_page_mailboxes

l manage_pages

6. Follow the steps in the quick start wizard to complete the registration process.

7. Submit your application for review.

Creating and registering a Twitter application1. Log in to your Twitter developer account.

2. Click Create New App.

3. Complete the Create an application form.

Ensure that a proper callback URL is provided otherwise response authorization issues will occur.

4. Select the Yes, I agree check box to agree to the developer agreement.

5. Click Create your Twitter application. Your application is created. A new page opens.

6. Click the Keys and Access Tokens tab.

7. To create access tokens, click Create my access tokens. With an access token, you can makeAPI calls. The access token is generated with the default read permission.

8. Click Test oAuth to test the oAuth tokens. The oAuth tool page shows the configuration detailsfor the Twitter connector.

Setting up the Pega Customer Service Social Engagementoperations teamThe operations team of Pega Customer Service Social Engagement has three types of users: SocialAdministrator, Social Manager, and Social CSR. You can perform various operations, based on youraccess privileges.

To set up the operations team, identify the users of the operations team:



l Social Manager

l Social Administrator

l Social CSR

Defining operators, access groups, work groups, andworkbasketsPega Customer Service Social Engagement ships the following operators, access groups, work groups,and workbaskets.

Operator Access Group Work Group WorkBasketCSFSSocialAdmin CSFSSocialAdmin Default -

CSFSSocialManager CSFSSocialManager Deafult Inbound social

CSFSSocialCSR CSFSSocialCSR Default Inbound social

Defining topicsTopics are an optional set of keywords that describe a company, brand, department, line of business,or a subject of interest. They are ideal for filtering the data that is harvested from social websites. Forexample, an airline could set up topics such as “Corporate Customers”, “Travel Partners”, or “MobileCheck-in.”

Identify each keyword that you plan to use to filter harvested data.

Building Pega Customer Service SocialEngagementDuring the Delivery phase, follow these steps to configure your Pega Customer Service SocialEngagement instance.

• Creating a new Pega Customer Service for Financial Services application for social engagement

• Configuring social streams

• Configuring Twitter and Facebook connectors

• Configuring wrap-up reason codes for social interactions

• Adding or modifying the wrap-up reason code - resolved, for social interactions.



• Adding or modifying the wrap-up reason code - dismissed, for social interactions.

• Configuring social queues

• Enabling customer service representatives to respond to social messages

• Authorizing customer service representatives on social channels

• Authorizing CSRs on Twitter through the Social Interaction portal

• Authorizing CSRs on Facebook through the Social Interaction portal

• Setting up an email account

• Configuring agents

• Attaching Facebook images

• Configuring social cases

Creating a new Pega Customer Service for Financial Servicesapplication for social engagementWith Pega Customer Service Social Engagement, you can listen to customer conversations acrosssocial channels such as Twitter and Facebook, analyze and simplify messages, create casesautomatically, and route them to appropriate response teams.

1. Create a new application, (for example, MyCompanySocial), that will be used only for the SocialEngagement portal. Create this application on the Customer Service Social application. To createan application, see Creating an application with the New Application wizard.

2. If you already have Pega Customer Service installed and want to install and link with the PegaCustomer Service, you must perform the following steps:

a. Match the values of Organization, Division, and Unit structure of the Social applicationto the values of Organization, Division, and Unit structure of the Customer Serviceapplication.

In the final step of the application express, click Advanced Configuration on theOrganization settings tab, update the fields per the Customer Service application.

b. Match the class layer structure of the Social application to the class layer structure of theCustomer Service application.




In the final step of the application express, click Advanced Configuration on the ClassLayer tab, update the fields per the Customer Service application.

c. Add the Customer Service implementation rulesets to the application rulesets stack for theSocial-implementation application.

Open the Customer Service application and copy the implementation rulesets. Open the Socialimplementation application, and then append the copied rulesets.

Note: The social case types are optimistic lock enabled.

Configuring social streamsA social stream is a logical container that stores harvested social messages such as tweets and posts.It is also used to store associated connectors, topics, and taxonomy. Your implementation mayrequire more than one social stream. For example, your implementation may store all tweets andFacebook posts that belong to the European market in one social stream and the Asia-pacific marketin another social stream.

Pega Customer Service Social Engagement provides a sample social stream.

Complete the following steps to configure a social stream from the sample stream:


2. In Designer Studio, enter CS Social Sample Social Stream Template in the search field.

3. Click Save as to save this data flow in an open ruleset.

To know more about data flow, see Data Flow service.

Configuring Twitter and Facebook connectorsA connector is implemented through a combination of a data set and a data flow. (To learn moreabout data sets and data flows, see data set and data flow).

1. Complete the following steps to configure a Twitter data set:

a. Log in to Designer Studio.

b. In the search field, enter CS Social Sample Twitter Dataset.

c. Click Save as to save this in your open ruleset.



https://pdn.pega.com/sites/pdn.pega.com/files/help_v722/procomhelpmain.htm#dsm/concepts/dsm-node-data-flow-con.htm



d. Enter the API tokens of the Twitter application that you want to use.

e. Optional: Enter the Klout API token.

Note: To harvest Klout scores for all Twitter users, you need to enter the Klout API key. If youhave not registered with Klout for API access, you can register at the Klout website.

f. Click Save and check-in the data set.

2. Complete the following steps to configure a Twitter data flow:


b. In the search field, enter CS Social Sample TW Connector.


d. Configure the Twitter data set that you have created in step 1 as the source of this data flow.

e. Configure the target of this data flow with the social stream in which you would like to storethe data.

3. Complete the following steps to configure a Facebook data set:


b. In the search field, enter CS Social Sample FB data set.


d. Enter the API tokens of the Facebook application.

e. Optional: Enter the Klout API token.

4. Complete the following steps to configure a Facebook data flow:


b. In the search filed, enter CS Social Sample FB Connector.

c. Click Save as to save this ruleset.

d. Configure the Facebook data set that you created in step 3 as the source of this data flow.



e. Configure the target of this data flow with the social stream in which you would like to storethe data.

5. Complete the following steps to start a connector.

a. Log in to the Social Engagement Portal with the Social Administrator credentials.

b. In the Dashboard menu, click Configure.

c. In the Social stream list, select your social stream to view the list of connectors.

d. Click Start to initiate the connector data flow.

Configuring wrap-up reason codes for social interactionsWhen CSRs resolve or dismiss a Pega Customer Service Social Engagement case, they assign a wrap-up reason code to a social interaction case.

The application includes many preconfigured reason codes to resolve or dismiss a social interaction.

Adding or modifying the wrap-up reason code - resolved, for socialinteractions.1. Log in to Designer Studio.

2. In the search field, enter GetWrapupReasons, and then click the Search icon .

3. Select the GetWrapupReasons data transform from the result list.

4. Click Save as.

5. In the Add to ruleset list, select a ruleset, and then click Create and open.

The application provides several pre-configured resolved reason codes for the social interaction(for example, Account maintenance) that are assigned to a case when it is resolved.

6. In the Source list change these reasons for social interaction code (for example, change AccountMaintenance to Branch Approval).

7. Copy and paste step 2.1 of data transform to add a new reason for social interaction code.

8. In the Source list, replace the copied reason for social interaction code with your own (forexample, Branch setup).



Adding or modifying the wrap-up reason code - dismissed, for socialinteractions.1. Repeat steps 1 through 4 from the above procedure.

2. The application provides several pre-configured dismissed reason codes for the social interaction(for example, Junk) that are assigned to a case when it is resolved.

3. In the Source list change these reasons for social interaction code (for example, change Junk toNoise).

4. Copy and paste step 3.1 of data transform to add a new reason for social interaction code.

5. In the Source list, replace the copied reason for social interaction code with your own (forexample, Branch closure).

Configuring social queuesSocial queues create cases automatically based on pre-defined conditions for incoming socialmessages. A case can be assigned to a workbasket or to an operator’s worklist.

1. Log in to the Social Engagement Portal with the Social Administrator credentials.

2. Click Dashboard > Configure.

3. Click the Social Queues tab, and then click the Add item icon to add a social queue.

4. On the General tab, fill in theQueue name and select a stream from the Associated streamlist. Optional: you can select Start date and End date to view the queue in a particular period. Aqueue will not be active after the end date.

5. On the Conditions tab, select items from the Criteria list, Criteria Evaluator, and theCriteria Value lists. For example, Sentiment is negative.

6. On the Actions tab, select any value from the Assign to list, select the associated value of theselected item, and then select any item from the Assign SLA list. For example, select theOperator - CSSocialAdmin and Assign SLA - NotifyManager.

7. Click Apply.



Enabling customer service representatives to respond tosocial messagesWith Pega Customer Service Social Engagement, your customer service representatives can respondto the customer issues through tweets from a single or multiple Twitter handles. The SocialAdministrator maps incoming Twitter handles to outgoing Twitter handles.

For example, tweets received from the incoming Twitter handle @corporatehandle can be set up torespond as either @corporatehandle or @askcustomercare (assuming both handles are owned andconfigured by your organization).

Follow these steps to configure outgoing Twitter handles:

1. Log in to Social Engagement Portal as a social administrator.

2. Click Dashboard > Configure > Responses.

3. On the Twitter tab, in theHandle mappings section, click New to add a twitter handle.

a. In the Listening handle field, enter an incoming Twitter handle for example,@corporatehandle

b. In the Response handle field, enter an outgoing Twitter handle for example,@askcustomercare

c. In theNumeric ID field, enter the corresponding numeric ID.

4. In Response configuration section, complete the following:

a. in the Create OAuth profile for list, click a Twitter handle

b. in theOAuth consumer key field, enter the OAuth consumer key from Twitter

c. in theOAuth shared secret key field, enter the OAuth shared secret key from Twitter

5. Click Create.

Note: You can find the ID for your Twitter handles using any third-party tools, for exampleidfromuser.

To know about URL shortening, see Shortening URL configurations.



https://pdn.pega.com/shortening-url-configurations/shortening-url-configurations

Authorizing customer service representatives on socialchannelsYou must authorize Customer Service Representatives (CSRs) to respond to customer tweets andposts from the Social Engagement portal.

Authorizing CSRs on Twitter through the Social Interaction portal1. Log in to the Social Engagement Portal, and then click Operator > Preferences.

2. Under the Authorization group, click Twitter.

3. In theOAuth Profile list, select the profile that you want to authorize this user.

4. Click Authorize.

5. Enter text into User Name and Password fields.

6. Click Save.

Authorizing CSRs on Facebook through the Social Interaction portal1. Log in to your Facebook developer account.

2. On the Facebook developer homepage, in theMy Apps list, select your application.

3. On the application page, click Settings.

4. On the Basic tab, enter details in the Secure Canvas URL and Site URL fields.

5. Log in to the Social Engagement portal, and then click Operator > Preferences.

6. Under the Authorization group, click Facebook. The Application ID and Application Secret ofthe application that you selected are populated automatically from the Facebook application.

7. Click Authorize. Facebook automatically retrieves access tokens and page tokens for all yourauthorized Facebook business accounts.

8. Click Save.

Note: To respond, Social Administrators must authorize themselves on the Facebook before SocialCSRs authorize themselves.



Setting up an email accountA Pega Customer Service Social Engagement administrator sets up an email account to send acomplete social case conversation history to another CSR, or to a client.

To set up an email account for work pool, see Email Account form – Completing the EmailAccount.

Configuring agentsAn agent is an internal background process operating on the server that runs activities on a periodicbasis.

Enable the Process Threaded Documents and Auto Create Cases agent schedules created inthe implementation application. To enable these agents, see Agents.

Ensure that access group is updated in the security tab to the access group of the implementationapp and if you have multi-node environment then add a node to enable social agents on a singlenode only.

Attaching Facebook imagesPega Customer Service Social Engagement attaches images posted by customers to the Facebookmessages so that the Customer Service Representative (CSR) understands the context of the messagesquickly.

1. Log in to Designer Studio as a Social administrator.

2. In the search field, enter Samplefbdefinition, and then click the search icon.

3. Select the Samplefbdefinition data instance from the result list.

4. Copy the values from the application ID, application secret, and then access token fields to aseparate text file for easy access.

5. Click Designer Studio > Decisioning > Infrastructure > Social media Metadata >Facebook.

6. Enter the copied application ID into App ID, and application secret into App secret.

7. In the Facebook page URL field, enter the URL of the web page that you want to monitor (for






example, https://www.facebook.com/pegasystems).

8. On theMessage tab, complete the following steps.

a. In the Facebook page token field, enter the page access token that you copied earlier.

b. In the Facebook message query field, enter your query for the information that you need(for example, id,snippet,updated_time,message_count,participants{name,email,id,picture},messages{id,from,message,created_time,tags,to,attachments,shares}).

9. Click Retrieve metadata.

The Generate message query field shows the query generated from the metadata.

10. In theMetadata mapping section, do the following:

a. Click Add mapping.

b. In the Source field column, enter the source, and in the Target field column, enter thetarget as shown below

Source Targetmessage.attachments.{o}imageData.previewUrl mapping

.FBMediaURL

message.attachments.{o}videoData.previewUrl mapping

.FBMediaURL2

message.shares.{o}.link .FBMediaURL

message.attachments.{o}videoData.Url .VideoURL

11. Click Save.

12. On the Post tab, in the Facebook post query field, enter your values (for example,attachments, source).


The Generate post query field shows the post query generated from metadata.





b. In the Source field column, enter your source (for example, message.attachments.(0).imageData.previewUrl mapping), and then in the Target field column, enter your target(for example, .FBMediaURL).

15. Click Save.

16. On the Comment tab, in the Facebook comment query field, enter your values (for example,attachments).


The Generate comment query field shows the comment query generated from metadata.



b. In the Source field column, enter your source (for example, attachment.media.image.src),and then in the Target field column, enter your target (for example, .FBMediaURL).

19. Click Save.

Configuring social casesWith Pega Customer Service Social Engagement, a social Customer Service Representative (CSR) canview cases that are filtered by various status such as open, resolved, and dismissed. With this view, aCSR can search and access cases based on the status easily.

1. Log in to Designer Studio as a Social Administrator.

2. To modify the default value of social cases, perform the following steps.

3. Click Designer Studio > Social Engagement > Settings.

4. Click the To view/edit social settings, please click here link.

5. Click Save as, In the Label field, enter the name, and then click Create and open.

The Explorer panel displays the number of cases that are open, resolved within 14 days, anddismissed within 14 days as default value.



6. To modify the default value of the cases to be displayed, in the Response field of the=”ResolvedCasesTimeFrame” row, enter the number of days that you want the cases to bedisplayed (for example, 10).

7. To show or hide knowledge articles, in the Response field of the ="ShowknowledgeArticles"row

l To show the knowledge article, enter True

l To not to show the knowledge article, enter False

8. To show the threading of social messages, in the Response field of the ="ThresholdValue",specify the value in minutes.

9. To show or not to show URL, in the Response field of the ="ShowonLoadPublicURL"

l To show the URL, enter True

l To not to the show URL, enter False

10. To receive the alert emails when a social connector fails, in the Response field of the="GroupEmailId", enter the comma separated email IDs.

11. To send CSR replies if none of the configured Twitter handles matches the handles that areavailable in customer tweets, in the Response field of the ="DefaultTwitterHandle", enter aTwitter handle.

12. Save the changes.



Testing, packaging, and maintaining PegaCustomer Service Social EngagementDuring the Delivery phase, complete the following tasks to test, package, and maintain PegaCustomer Service Social Engagement.

1. Test the component

Test Pega Customer Service Social Engagement during product integration testing. For details, seeTesting a new application.

2. Package and export the component

For information about how to package and export an application that includes Pega CustomerService Social Engagement, see Packaging a new application.

3. Production monitoring

Production monitoring for Pega Customer Service Social Engagement includes the following tasks:

l Monitoring connectors

l Monitoring agents

l Monitoring social channel operations performance

For additional information about production maintenance and monitoring tasks for PegaCustomer Service for Financial Services, see Production maintenance and monitoring.

Monitoring connectorsA connector is a Pega 7 Platform programmatic component that defines and implements an interfacebetween a Pega 7 Platform application that is acting as a client, and an external system that is actingas a server.

To display the in-progress status for a connector, do the following steps:

1. Log in to the Social Engagement Portal.

2. In the Dashboard list, click Configure.

3. On the Connectors tab, select a social stream from the Select a social stream list.

4. Expand the Performance section and click >.



Monitoring agentsAn agent is an internal background process operating on the server that runs activities on a periodicbasis.

To monitor the Process Threaded Documents and Auto Create Cases agents created in theimplementation application, see Agents.

Monitoring social channel operations performanceWith Pega Customer Service Social Engagement, you can monitor and measure the operationalperformance of Twitter and Facebook social channels.

The application includes these four dashboard widgets:

l Facebook SLA compliance metrics - This dashboard widget shows the number of open cases,number of cases that meet SLAs, and number of cases that have past goals and deadlines onFacebook channel.

l Twitter SLA compliance metrics - This dashboard widget shows the number of open cases,number of cases that meet SLAs, and number of cases that have past goals and deadlines onTwitter channel.

l Manager analysis–Topic analysis - This dashboard widget shows you the topics detected inincoming Tweets and Facebook posts and their corresponding sentiment split - positive, negativeor neutral.

l Top language volume - This dashboard widget shows you counts of Tweets and Facebookposts in different languages.

Complete the following steps to monitor social channels:

1. Log in to Social Engagement Portal.

2. In the Edit Dashboard layout, click Switch template.

3. Select any template. Pega recommends CS Default template.

4. Click Add widgets.

5. Go to the Social group, select any number of widgets, and then click Add selected.




Note: Widgets are optimized to look better in particular slot sizes. They are not designed to beresponsive in all slot sizes. Place them in slots where they render well.

6. In the Edit Dashboard layout, click Publish.

