Customer Process ManagerTM

Implementation Guide
Version 6.2 SP4
  Copyright 2012
Pegasystems Inc., Cambridge, MA

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Document: Customer Process Manager TM Implementation Guide

Software Version: 6.2 SP4
Updated: March 2012
Contents
Chapter 1: . Before You Begin ................................................... 1-1
Customer Process Manager Overview .............................................................. 1-1
Optimized Interaction Management .......................................................................... 1-1
Smart Scripting and Guided Next-Step Processing ...................................................... 1-1
Context-Sensitive User Interface .............................................................................. 1-1
“One-and-Done” Service Process Automation ............................................................ 1-2
Multi-Channel Support ............................................................................................ 1-2
Intelligent Sales and Marketing Campaigns ............................................................... 1-2
Value-Based Service Level Management ................................................................... 1-2
Quality Performance Management ............................................................................ 1-2
Real-Time Analytics and Reporting ........................................................................... 1-2

PegaCALL and Customer Process Manager ....................................................... 1-3

PegaCHAT and Customer Process Manager ...................................................... 1-4
Who Should Read This Document? .................................................................. 1-4
Documentation Set ....................................................................................... 1-5

Chapter 2: . Deploying the CPM Framework .............................. 2-1

CPM System Administrator Account ................................................................ 2-1
Documenting Your Application ........................................................................ 2-1
RuleSet Hierarchy ......................................................................................... 2-2
CPM Application Definitions ............................................................................ 2-4
MyCoCA ................................................................................................................ 2-4
CPM ..................................................................................................................... 2-4
PegaChannelServices.............................................................................................. 2-4
SCM ..................................................................................................................... 2-4

Key CPM Work Classes .................................................................................. 2-5

Key CPM Data Classes ................................................................................... 2-6
Inheriting from CPM Classes .......................................................................... 2-7
Displaying the Class Structure ................................................................................. 2-7

Configuring CPM Application Settings .............................................................. 2-8

Work Object Prefixes and Naming Conventions ................................................ 2-9
Predefined Organizations, Divisions, and Units ............................................... 2-10
Default Work Groups and Workbaskets ......................................................... 2-10
Customer Process Manager Implementation Guide
 Default Operators and Access Groups ..................................................................... 2-11

Predefined Access Roles and Privileges .......................................................... 2-11

CPM User Portals ........................................................................................ 2-12
CPMCSR_Portal .................................................................................................... 2-13
CPMManager_Portal.............................................................................................. 2-14
CPMSalesRep_Portal ............................................................................................. 2-15
CPMSalesManager_Portal ...................................................................................... 2-16

CPMAccountManager_Portal ......................................................................... 2-17

CPM Tables in the PegaRULES Database ........................................................ 2-17
Work tables ......................................................................................................... 2-18
Rule and data tables............................................................................................. 2-18
PegaCALL tables .................................................................................................. 2-18

Sample Database Tables for CPM Integration ................................................. 2-19

Chapter 3: . Modifying the CPM User Interface.......................... 3-1

Understanding CPM Portals and Navigation Methods ......................................... 3-1
CPM Portal Types ................................................................................................... 3-1
CPM Interaction Portal ........................................................................................ 3-1
CPM Customer Case Portal .................................................................................. 3-3
Functional Comparison of CPM Portal Types........................................................... 3-4
Understanding CPM Interaction Navigation Options .................................................... 3-5
Choosing Interaction Navigation Methods.............................................................. 3-5
Configuring Interaction Navigation Preferences ...................................................... 3-6
Understanding CPM Portal Skins and Themes............................................................. 3-8
Extending/Customizing the CPM Styles ..................................................................... 3-9

Configuring CPM Portals .............................................................................. 3-10

Understanding Key Portal Components ................................................................... 3-10
Configuring Portal Headers .................................................................................... 3-10
Accessing Advanced Parameters for CPM Portal Gadgets ........................................... 3-11
Configuring the CPM Portal Gadget ......................................................................... 3-12
Configuring the CPM General Work Gadget .............................................................. 3-15
Configuring the My Favorites Gadget ...................................................................... 3-17
Adding a Data Source as a Favorite .................................................................... 3-17
Configuring RSS News Feeds ................................................................................. 3-18

Configuring CPM Portal Search ..................................................................... 3-19

Configuring Portal Search for External Data Sources ................................................. 3-20
Customer Process Manager Implementation Guide
 Configuring Search for Cases/Work Objects ............................................................. 3-21

Working with CPM Harnesses ....................................................................... 3-21

Incorporating Scripts into Custom Harnesses ........................................................... 3-21
Creating Conditional Harness Sections .................................................................... 3-22
Customizing the CPM Composite ............................................................................ 3-23

Using Other CPM UI Configuration Controls .................................................... 3-26

Updating User Interface Screens Using Field Values.................................................. 3-26
Configuring List Maximums ................................................................................... 3-27

Chapter 4: . Using CPM Landing Pages ...................................... 4-1

Accessing CPM Landing Pages ........................................................................ 4-1
Common Landing Page Controls ..................................................................... 4-3
Using the My Application Filter ................................................................................. 4-3
Using Landing Page Update Functions ....................................................................... 4-3
Using List Sort and Filter Functions .......................................................................... 4-4
Understanding Configuration Alerts .......................................................................... 4-4

Configuring Your Application using CPM Landing Pages ...................................... 4-5

Interaction Types ................................................................................................... 4-5
Configuration Alerts ........................................................................................... 4-6
Interaction Driver................................................................................................... 4-7
Interaction Tasks ................................................................................................... 4-8
Service Types ........................................................................................................ 4-9
Configuration Alerts ......................................................................................... 4-10
Service Accelerator .............................................................................................. 4-11
Intent and Content Suggestions ............................................................................. 4-12
Viewing suggestions ......................................................................................... 4-12
Viewing processes or content that are suggested ................................................. 4-12
CPM Composite .................................................................................................... 4-13
Configuration Alerts ......................................................................................... 4-14
CPM Data Sources ................................................................................................ 4-14
Dialog Cross Reference ......................................................................................... 4-15
General Options ................................................................................................... 4-16
Content Inventory ................................................................................................ 4-16
Content Cross Reference ....................................................................................... 4-17
Hot Topics ........................................................................................................... 4-17
Content by Author ................................................................................................ 4-18

Customer Process Manager Implementation Guide

 Knowledge Updates .............................................................................................. 4-18
Coaching Tip Inventory ......................................................................................... 4-19
Quality Review Analysis ........................................................................................ 4-20
CPM Themes ................................................................................................... 4-20

Chapter 5: . Configuring Interactions ........................................ 5-1

Configuring the Interaction Starting Menus and Activities .................................. 5-1
Adding Workflows as Interaction Tasks ........................................................... 5-5
Adding Task Categories to the Interaction Driver ....................................................... 5-6
Adding Workflow Processes to Interaction Task Categories .......................................... 5-8
Creating Multiple Interaction Driver Categories for Tasks in the Same Class ................ 5-10
Displaying Top-Rated Knowledge Links ................................................................... 5-11
To enable this feature....................................................................................... 5-11
Adding Custom Content to an Interaction Driver ...................................................... 5-12

Suggesting or Queuing Business Processes .................................................... 5-12

Evaluating Suggestions for Different Interaction Types ............................................. 5-14
Modifying Business Process Suggestions ................................................................. 5-15
Configuring Intent When Rules .............................................................................. 5-16
Configuring Task Suggestions on the Confirm Harness .............................................. 5-17

Getting Task Suggestions from Other Applications .......................................... 5-18

Configuring Data Sources ............................................................................ 5-18
Configuring Adaptive Suggestions ................................................................. 5-21
Globally Disabling Adaptive Suggestions ................................................................. 5-21
Configuring Adaptive Suggestions for Tasks or Offers ............................................... 5-22
Changing Data Used to Capture Customer Intent Usage............................................ 5-23
Changing the Frequency of Intent Usage Data Tallying ............................................. 5-29

Configuring Interaction Preferences .............................................................. 5-30

Configuring Customer Verification .......................................................................... 5-30
Defining Call Reasons ........................................................................................... 5-31
Configuring the CPM Interaction Timer.................................................................... 5-32
Configuring the SLA Used by the Interaction Timer .............................................. 5-32
Changing Default Caller Satisfaction and Disposition Settings .................................... 5-33
Changing Net Promoter Settings ............................................................................ 5-34

Configuring Suggested Work Item Reviews .................................................... 5-35

Working with Interaction Goals .................................................................... 5-36
Configuring Interaction Goals ................................................................................ 5-36
Customer Process Manager Implementation Guide
 Configuring Customer Experience Blueprints............................................................ 5-37

Configuring Dialog Controls ......................................................................... 5-39

Configuring the Dialog Method ............................................................................... 5-39
Defining Dialog Script Skill Levels .......................................................................... 5-41
Defining Reference Properties with Dialog Scripts ..................................................... 5-42

Configuring Tabbed Navigation Interaction Greetings ...................................... 5-44

Chapter 6: . Configuring Service Processes ............................... 6-1

Manually Creating New Service Processes ........................................................ 6-1
Step 1: Creating a new service object class ............................................................... 6-1
Step 2: Creating new service object properties .......................................................... 6-2
Step 3: Creating new service workflows .................................................................... 6-3
Step 4: Creating starting workflow activities .............................................................. 6-5
Step 5: Creating service levels ................................................................................ 6-6
Step 6: Creating default workflow models ................................................................. 6-7
Step 7: Configure the PRPC Case Type Rule .............................................................. 6-8
Step 8: Adding workflow processes as interaction tasks .............................................. 6-8
Step 9: Adding workflows to the work class map value rule ......................................... 6-9
Step 10: Creating field values ................................................................................ 6-10
Step 11: Creating an HTML section......................................................................... 6-11
Step 12: Updating your application rule .................................................................. 6-12
Step 13: Creating an application use case ............................................................... 6-12

Using the CPM Service Process Accelerator to Create New Service Processes ..... 6-13
Setting up the CPM Service Process Accelerator ....................................................... 6-14
Running the Accelerator.................................................................................... 6-14
Testing and Fine Tuning the New Process ................................................................ 6-19
Troubleshooting ................................................................................................... 6-19

Creating Knowledge Content and Processes ................................................... 6-20

Creating Knowledge Categories.............................................................................. 6-21
Creating a Knowledge Topic .................................................................................. 6-22
Authoring Knowledge Content ................................................................................ 6-23
Recommending Knowledge Content.................................................................... 6-24
Enabling Knowledge Content Search ....................................................................... 6-24
Configuring Knowledge Content Rating ................................................................... 6-25
Adding a FAQ Process ........................................................................................... 6-26
Adding a Diagnostic Process .............................................................................. 6-26

Customer Process Manager Implementation Guide

 Configuring Communication Processes .......................................................... 6-27
Creating a Communications Workflow ..................................................................... 6-27

Changing CPM Default Values....................................................................... 6-31

Complaint and Compliment Reasons ....................................................................... 6-31
General Service Item Types................................................................................... 6-33
Account Close Reasons ......................................................................................... 6-34
Transaction Dispute Reasons ................................................................................. 6-35
Address Types ..................................................................................................... 6-38
Communication Option Types ................................................................................ 6-39
Location Information ............................................................................................ 6-39
Association and Link Roles .................................................................................... 6-41
To change role type filter options ....................................................................... 6-41

Integrating External PRPC Processes with CPM ............................................... 6-42

Chapter 7: . Configuring Other CPM Components ...................... 7-1

Configuring System Generated Priority Notes ................................................... 7-1
Configuring System-Generated Priority Notes: ........................................................... 7-2

Setting Up Campaigns and Opportunities ......................................................... 7-3

Configuring Offer Types .......................................................................................... 7-4
Adding a Campaign ................................................................................................ 7-4
Modifying Campaign Scripts and Objection Text ......................................................... 7-6
To modify a script .............................................................................................. 7-6
Changing the Default Opportunity and Offer Functions ................................................ 7-7
Next Actions ...................................................................................................... 7-7
Interest Levels .................................................................................................. 7-8
Sales Cycle Stages ............................................................................................. 7-9
Offers — Reasons for Rejecting .......................................................................... 7-10
Offers — Changing Default Actions ..................................................................... 7-11

Configuring Service Level Rules .................................................................... 7-12

Configuring SLA Profiles ........................................................................................ 7-13
To configure an SLA profile ............................................................................... 7-13
Defining Override Profiles ...................................................................................... 7-14

Configuring Fees ........................................................................................ 7-15

Configuring CPM Reports ............................................................................. 7-16
Configuring the Estimated Application Savings Report .............................................. 7-18
Incorporating Site-Specific Work Objects in CPM Reports .......................................... 7-20
Customer Process Manager Implementation Guide
 Adding Custom Reports to the CPM Report Gadgets.................................................. 7-20
Configuring the Data Sources used by the Reporting Wizard ...................................... 7-22
Using Interactive Charts ....................................................................................... 7-23
Creating Interactive Charts ................................................................................... 7-23
Incorporating Interactive Charts into Portals ....................................................... 7-23

Configuring Quality Review and Customer Satisfaction Surveys ........................ 7-25

Configuring Survey Rules ...................................................................................... 7-25
Configuring Survey Rating Categories ..................................................................... 7-26
Configuring Survey Selection ................................................................................. 7-27
Determining Interactions to Survey for Customer Satisfaction ................................... 7-28
Configuring Customer Experience Maps .................................................................. 7-29

Using Contact Security Facilities ................................................................... 7-30

Defining Products and Product Types ............................................................ 7-31

Chapter 8: . Setting Up Communications ................................... 8-1

Correspondence Templates ............................................................................ 8-1
Setting Up Correspondence Verification ........................................................... 8-2
Setting Up Inbound Email .............................................................................. 8-2
Setting Up an Email Server ..................................................................................... 8-2
Creating an Email Listener ...................................................................................... 8-3

Creating an Email Account ............................................................................. 8-5

Setting Up Print and Outbound Fax Capabilities ................................................ 8-5
Configuring Computer Telephony Integration ................................................... 8-5
General Telephony Configuration Functions ............................................................... 8-5
Sample Voice and Data Transfer Capabilities ............................................................. 8-5

Configuring Call and Data Transfer ................................................................. 8-6

Mapping Screen Pop Elements ................................................................................. 8-7
Setting Call Transfer Timing Parameters ................................................................... 8-8
Modifying Transfer Reasons ..................................................................................... 8-8

Configuring Chat with Expert ......................................................................... 8-9

Chapter 9: . Integrating CPM .................................................... 9-1

Creating Integration Activities ........................................................................ 9-1
Sample Data for CPM Integration ................................................................... 9-3
PA_ACCOUNT ........................................................................................................ 9-4
PA_ACCOUNT_LINK ................................................................................................ 9-5

Customer Process Manager Implementation Guide

 PA_ACCOUNT_TRANSACTION_TYPES ....................................................................... 9-6
PA_ADDRESS ........................................................................................................ 9-6
PA_ADDRESS_TYPE ................................................................................................ 9-7
PA_BUSINESSUNIT ................................................................................................ 9-7
PA_BUSINESSUNIT_LINK ........................................................................................ 9-8
PA_COMMUNICATION_OPTIONS .............................................................................. 9-8
PA_COMMUNICATION_TYPES .................................................................................. 9-9
PA_CONTACT......................................................................................................... 9-9
PA_CONTACT_BUSINESSUNIT_LINK ....................................................................... 9-11
PA_CUSTOMER_TYPE ............................................................................................ 9-11
PA_INDUSTRY ..................................................................................................... 9-12
PA_NOTES .......................................................................................................... 9-12
PA_ROLES ........................................................................................................... 9-13
PCA_LOCATION_CATEGORIES ............................................................................... 9-13
PCA_LOCATION_CATEGORY_TYPE .......................................................................... 9-14
PCA_TERRITORY .................................................................................................. 9-14
PCA_TERRITORY_LINK.......................................................................................... 9-14
PCA_ZIP_DISTANCES ........................................................................................... 9-15
PSVC_ACCOUNT .................................................................................................. 9-15
PSVC_ACCOUNT_STATEMENTS .............................................................................. 9-16
PSVC_ACCOUNT_TRANSACTIONS .......................................................................... 9-16

Sample SQL Calls for Database Integration .................................................... 9-17

Integrating PRPC Processes from Other Systems with CPM .............................. 9-17

Appendix A: Composite Screen Data Mapping ........................ A-1

Account Composite Gadget ............................................................................ A-2
Contact Composite Gadget ............................................................................ A-8
Account Owner Composite Gadget ................................................................ A-16
Business Unit Composite Gadget .................................................................. A-23

Appendix B: UI Component Styles.......................................... B-1

When Rules ........................................................................................................... B-1
Drop-down Lists..................................................................................................... B-1
Category........................................................................................................... B-2
Elements .......................................................................................................... B-2
Sections................................................................................................................ B-3
Includes ........................................................................................................... B-3
Customer Process Manager Implementation Guide
 Templates ............................................................................................................. B-3
Branding ........................................................................................................... B-3
Additional ......................................................................................................... B-4
Activities ............................................................................................................... B-4
Apply Models ..................................................................................................... B-4
CSS Conversion ................................................................................................. B-4
Version Numbers ................................................................................................... B-4

Customer Process Manager Implementation Guide

Chapter 1: Before You Begin
This document describes how to deploy, extend, and integrate Customer Process
Manager™.

Customer Process Manager Overview

Customer Process Manager helps reduce service costs and improve customer
satisfaction through a process-driven approach that helps to resolve customer issues
quickly at the point-of-contact. With CPM, your company has new capabilities to:

 Improve service effectiveness

 Increase operational productivity

 Increase customer retention and cross-sell revenue

 Reduce training time

 Ensure an optimal customer service experience

Optimized Interaction Management

The Customer Process Manager Interaction Driver helps optimize every customer
interaction. Its built-in intelligence automatically queues business processes based on
your company policies as well as on anticipated customer requests. As a result, you
can act on service requests before your customers even ask — reducing your callback
frequency and increasing first-call resolution rate.

Smart Scripting and Guided Next-Step Processing

With Customer Process Manager, smart scripting and next-step workflow guide you
through every customer interaction — reducing training time and ensuring service
consistency. Comprehensive dialog management facilities enable you to create
dynamic scripts that are personalized for the customer within the context of the
interaction.

Context-Sensitive User Interface

Customer Process Manager employs a web-based user interface that dynamically
presents information when and where you need it. By presenting information that is
both relevant to the customer and to the task you are performing, Customer Process
Manager gives you the smart way to handle customer interactions. The browser-
based interface means that Customer Process Manager is easy to deploy across your
organizations. Optionally, your company can integrate Customer Process Manager
forms and windows into other application portals.

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“One-and-Done” Service Process Automation
Through automated best-practice service workflows that are directly integrated with
your legacy and back-end systems in real time, you can resolve customer issues
quickly — without transferring or calling back customers, and without passing service
fulfillment to the back office. The result is more efficient and effective service. Other
capabilities such as automatic correspondence and service request audit trails
minimize manual work and reduce time-consuming work transfer.

Multi-Channel Support
Customer Process Manager includes integrated, multi-channel support capabilities for
managing telephone, e-mail, and Web-based service interactions. Using PegaCALL,
Customer Process Manager provides robust CTI support including adaptive screen
pops, desktop telephony controls, and enhanced call-out facilities. By leveraging the
business rules engine architecture, you can re-use your business processes and rules
across channels — from the IVR to the Web.

Intelligent Sales and Marketing Campaigns

With its intelligent campaign and offer management capabilities, Customer Process
Manager helps you deliver the right offer to the right customer at the right time.
Integrated campaign setup and tracking capabilities enable you to easily manage your
company’s cross-sell, retention, reward, and restitution campaigns.

Value-Based Service Level Management

To help you meet important performance objectives, Customer Process Manager
provides sophisticated facilities for managing value-based service level agreements
(SLA). You can assign and monitor work, ensuring that tasks are completed according
to both business priority and customer value.

Quality Performance Management

Customer Process Manager provides comprehensive quality review management
capabilities to evaluate and monitor employee performance against your company’s
quality criteria. Dynamic coaching tips improve productivity and reduce training time
by delivering real-time advice and instructions to individual employees while they are
interacting with customers.

Real-Time Analytics and Reporting

Customer Process Manager includes a wide variety of standard reports and graphs
providing real-time information regarding processes, work, assignments, and historical
data for analyzing contact center performance over time. Powerful drill-down analysis

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capabilities enable you to travel from a summary view of your entire operation down
to the details of a single service-request case.

PegaCALL and Customer Process Manager

PegaCALL provides Computer Telephony Integration (CTI) to improve contact center
operations. PegaCALL enhances telephone-based customer interactions such as service
inquiries, telemarketing, sales, and collection efforts by integrating business process
management capabilities with telephony hardware, software, and industry-standard
APIs.

Implementing CTI in contact centers typically involves connecting a computer system

to an IVR and a telephone switch. The IVR passes information about calls it is servicing
to Customer Process Manager and provides critical information if and when the caller
decides to speak to a customer service representative (CSR). This information typically
includes the caller’s account number as punched into the touch-tone phone and other
information about the IVR interaction.

A telephone switch (commonly referred to as a PBX or an ACD) provides Customer

Process Manager with information about the call and allows the system to make an
intelligent decision about how the call should be routed. The call is then placed in the
appropriate queue.

The call waits in queue and is ultimately answered by a CSR. The PBX provides
information at this time, which drives screen pop processing at the CSR’s workstation
to display the caller information as the call arrives. The screen-pop information
displays in a concise window that highlights the key information required to begin
servicing the call.

The connection between the ACD and the PegaCALL application also allows CSRs to
issue telephone switch commands from the workflow for controlling the call. Examples
of such commands are hanging up on a call, transferring a call, and making the CSR
phone ‘not ready’ for calls.

For information about installing PegaCALL, see the PegaCALL™ Installation and
Upgrade Guide.

For information about configuring PegaCALL, see the PegaCALL Configuration and
Operations Guide.

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PegaCHAT and Customer Process Manager
PegaCHAT provides a pre-configured foundation of rules for the integration of
Customer Process Manager with third party chat applications.

PegaCHAT enhances CPM’s multichannel offerings to provide immediate, on-demand

customer service over the Web. CPM’s unique portal design supports simultaneous,
concurrent interactions, increasing user productivity.

PegaCHAT rules are installed with CPM. You must be licensed to use PegaCHAT in your
environment.

For information about configuring PegaCHAT, see the PegaCHAT Configuration and
Operations Guide.

Who Should Read This Document?

Before you install, deploy, and extend your Framework, it is assumed you have
attended the courses given by Pegasystems Educational Services for your specific user
role. The specific user roles addressed include:

 Business Managers — responsible for evaluating the Framework solution and possess a general,
non-technical understanding of its features and capabilities

 Project Managers / Business Analysts — responsible for implementing a Framework solution that
can be applied to specific business requirements, ensuring compliance and continuous
improvement across organizations

 System Architects / Application Developers — responsible for building, maintaining, modifying, and
extending the Framework

 System and Database Administrators — responsible for the installation, security, and ongoing
operational functions of the Framework such as access, tuning, and troubleshooting; presumed to
be experienced with system operations.

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1-4
Documentation Set
In addition to this document, the Customer Process Manager documentation set
includes:

 Customer Process Manager™ User Guide — describes how to use Customer Process Manager and
intended to be used by users and their managers. This document is included on the media.

 Customer Process Manager™ Installation Guide — describes how to install Customer Process
Manager in your environment. This document is included on the media.

 Customer Process Manager™ Upgrade Guide — describes how to upgrade Customer Process
Manager from a previous release. This document is included on the media.

 PegaCALL™ Configuration and Operations Guide — describes how to configure and operate
PegaCALL in your telephony environment.

 PegaCALL™ Installation and Upgrade Guide — describes how to install PegaCALL to work in your
telephony environment.

 PegaCHAT Implementation Guide — describes how to implement PegaCHAT for customer service
via web-based chat.

All sources are available on the Pega Developer Network (PDN) — a section of the
Pegasystems Support Network located at pdn.pega.com. In addition, configuration
details, technical notes and how to articles for using PegaRULES Process Commander
can be accessed in the Application Developer Help and on the PDN.

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Chapter 2: Deploying the CPM Framework
This chapter provides information about what is already set up in the system and what
changes you need to make to begin deployment of the CPM Framework.

The topics covered in this chapter are:

 CPM System Administrator Account

 Documenting Your Application

 Key CPM Work Classes

 Key CPM Data Classes

 Inheriting from CPM Classes

 Configuring CPM Application Settings

 Work Object Prefixes and Naming

 Predefined Organizations, Divisions, and Units

 Default Work Groups, Workbaskets, Operators, Access Groups, Access Roles and
Privileges

 CPM User Portals

 CPM Tables included in the PegaRULES Database

 Sample Database Tables for CPM Integration

CPM System Administrator Account

Customer Process Manager uses the following Operator ID as the framework system
administrator account.

This Operator ID gives you access to all the Framework functions.

Operator ID:CASysAdmin

Password: install

Documenting Your Application

Before you begin the deployment process, it is important to understand what classes,
rules, and flows already exist. All PegaRULES Process Commander Frameworks have a
self-documenting feature that enables you to develop and document your application
simultaneously, making it easy for any developer to continue where you left off. Use
the tools and reports described below along with this document to understand what
has been delivered, and to deploy and extend the Framework.

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The Application landing page provides access to information about your application.
Multiple features allow you to document your application and its use cases, obtain an
inventory or rules, review recent changes and developer activity, and more.

As you extend your Framework, complete the Full Description and Usage fields on the
History tab of each rule form. Enter information in these fields that explains what the
rule is for and how it is used. This information is displayed in some landing pages for
reference, and you can then create a list view report that shows the information you
entered for each rule.

RuleSet Hierarchy
You can view a list of the RuleSets in CPM from the Designer Studio by selecting the
> Application > Structure > RuleSet Stack landing page option.

The RuleSet Stack tab displays the high level RuleSet stack for each application rule
defined in CPM. Expand an application to list its RuleSets.

RuleSets are arranged hierarchically with the more general rules at the bottom and
more specific rules at the top.

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The RuleSets at the bottom are standard in all applications and control the underlying
Process Commander operations; while the rules towards the top control CPM
application functions. RuleSet order is critical to rule resolution. To find the appropriate
rule, Process Commander begins with the top RuleSet in the list, and if the rule is not
found moves to the next RuleSet.

CPM RuleSets are:

 MyCoCA — CPM sample rules for such things as dialog scripts, campaigns, and knowledge content

Note: This RuleSet is typically removed from the hierarchy before production deployment.

 PegaSCM-CPM — CPM Infrastructure rules which are necessary to run a service case that exists
outside CPM

 CPM — top-level RuleSet for CPM functions;your site-specific RuleSets should use the CPM RuleSet
as a pre-requisite

 CPM-UI — CPM user interface portals and constructs

 PegaAppCA — base rules for the CPM processes and data definitions

 PegaFW-NewsFeed — base rules for CPM NewsFeed functionality (RSS/ATOM)

 Pega-FW-OAuth — functions to build the OAuth authorization parameters required for Social Media
Integrations with CPM

 Pega-LP_CPM — rules for CPM landing pages

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CPM Application Definitions
Application rules contain use case details and specific configuration for applications
defined using PRPC. CPM ships with several pre-defined applications. Applications are
arranged hierarchically and inherit from each other. To extend CPM’s features, you
create applications that inherit from CPM applications.

CPM ships with the following applications:

MyCoCA
 Built on application: CPM

 MyCoCA is a sample application built on the core CPM application that provides samples
configuration and extensions. MyCoCA should not be part of your production CPM application
hierarchy.

CPM
 Built on application: PegaChannelServices

 CPM contains the core application RuleSets required to use CPM and defines the standard use
cases and classes for interactions and service processes. Your site specific applications should
inherit from the CPM application in order to extend its features.

PegaChannelServices
 Build on application: SCM

 PegaChannelServices contains base RuleSets for Pega frameworks and integration RuleSets,
classes and use cases for CTI and Chat integrations.

SCM
 Build on application: PegaRULES

 SCM contains the core application RuleSets that contains all the CPM infrastructure rules that are
required to execute the service cases that exists outside the CPM. Your service cases application
should inherit from the SCM application in order to use them in CPM Interactions.

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Key CPM Work Classes
The Classes in PegaCA-Work contain the CPM specific work related rules. Work classes
organize the different types of work required by users. You can view the CPM work
class structure in CPM from the Class Explorer.

The following graphic shows the CPM work class structure.

The PegaCA-Work class inherits from:

 PegaApp-Work which inherits from

• Work- class.

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 Note: PegaCA-Work, Interaction, and Quality Review are class groups.

Key CPM Data Classes

The Classes in PegaCA-Interface and PegaCA-Party contain the CPM specific rules
associated with data.

The PegaCA-Interface class inherits from:

 PegaApp-Interface which inherits from

• PegaApp- which inherits from

 @baseclass

The PegaCA-Party- class inherits from:

 PegaApp-IParty which inherits from

• Data-Party

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Inheriting from CPM Classes
When you deploy CPM in your environment, it is important that your class structure
inherit from the CPM class structure. The following table provides an example of how a
company named Acme inherits from CPM work classes using both directed and pattern
inheritance. See the Application Developer Help and the PDN for more about setting
up directed and pattern inheritance at your site.

Displaying the Class Structure

PegaRULES Process Commander gives you the ability to display a class structure in a
graphical format.

As an example, from the Class Explorer select the PegaCA-Work class. Scroll down to
the Interaction class and right-click the 3-box symbol to the left of the label.

Select the Inheritance option to display the hierarchy.

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Configuring CPM Application Settings
In CPM version 6.2, application configuration settings have been consolidated into a
single map value rule to simplify configuration. You must configure this map value in
order for your CPM-based application to execute properly at runtime, and in order for
your application configuration to be reflected in the CPM landing pages within the
developer desktop.

Each application built on the CPM application can maintain separate configuration
settings, allowing for multiple applications in the same environment to maintain their
own behaviors.

To update these settings, copy the CAApplicationSettings map value rule into an open
RuleSet defined within your application .

Edit the values in the ‘Response’ column to meet your site’s class structure and
preferences:

Field Name Description

Interaction Specify the name of the interaction class group that inherits from PegaCA-
Work-Interaction
SiteSpecificClassGroup Specify the name of the work class group that inherits from PegaCA-Work
QualityReview Specify the class group to be used for Quality Review work types. This
should inherit from PegaCA-Work-QualityReview
ServiceClassGroup Specify the class group to be used for service process work types. This
class group should inherit from PegaCA-Work

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 Field Name Description
DialogClass Specify the class used to store dialog rules. This setting will be updated
by the ‘Dialog Options’ landing page. See “Chapter 4 – Landing Pages” for
details
KnowledgeContentClass Specify the class used to store Knowledge Content rules. For more details
on Knowledge Content rules, see Chapter 6 – Service Processes.
SiteSpecificPrefix Specify a prefix to be used with the CPM Service Process Accelerator. The
accelerator will add this prefix to flow rules and SLA rules created for
easier identification
DialogMethod Specify ‘flowaction’ to associate dialog rules with each flow action in a
process. Specify ‘assignment’ to associate dialog rules with assignments
in a process. These values can also be configured using the Dialog
General Options landing page.
CompositeSearchDefault Controls the default tab that displays when the search interaction and
service items are selected from the composite.
 Setting this to ‘Service Items’ will set the service item search as
the default tab

 Setting this to ‘Interaction Items’ will set the Interaction search

as the default tab.

AutoRefreshMyWork Setting this option to true will refresh the user’s worklist on the dashboard
whenever they return to the dashboard if they have completed an
interaction or work item/case.
Default leave this value blank

Work Object Prefixes and Naming Conventions

Work objects (cases) capture and process information about an individual unit of work.
When CPM initiates a work object, a predefined model rule populates key property
values that directly affect the work object. As work objects progress towards
resolution, core property values - such as priority and status - are updated to reflect
the current state of processing.

Each work object has a unique property, .pyID, that is computed by combining a
system assigned number and a prefix, .pyWorkIDPrefix, defined by the work object
model. The table below lists the prefixes used by CPM.

ID Prefix Work Object Class Description

I- PegaCA-Work-Interaction Used for interaction work objects
K- PegaCA-Work-KM-UpdateProcess Used for knowledge content update processing
Q- PegaCA-Work-QualityReview Used for quality review work objects
QM- PegaCA-Work-QualityReview-Gen Used for the quality review selection process

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 ID Prefix Work Object Class Description
pxcpmA- PegaCA-Work-CPMAccelProject Used by the CPM Service Process Accelerator for
creating new service processes
S- PegaCA-Work Used for all non-interaction customer service
work objects

Predefined Organizations, Divisions, and Units

CPM comes with the following predefined organization, division, and units. This chart
can be displayed by selecting the > Org & Security > Organization >
Organizational Chart landing page option.

Default Work Groups and Workbaskets

Your application supports two models for distributing work: worklists and workbaskets.

A worklist is associated with an operator ID and contains a list of assignments,

organized by urgency, for a specific user. Worklists are instances of Data-Admin-
Operator-ID.

A workbasket is a centralized, shared pool of assignments from which several users

can select cases on which to work. Workbaskets are instances of Data-Admin-
WorkBasket

The table below lists the default work groups, workbaskets, and worklists used by
CPM.

Work Groups
Default
Workbaskets
AccountException Account Maintenance
CoachingSession Complaints
CPMAccelBasket GeneralService

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 InboundCorrespondence IncompleteConnections
KnowledgeUpdate MaterialFulfillment
OpenNewAccount Opportunities
OutboundCorrespondence PhotocopyRequest
Quality Review Survey Review
SystemEnhancements Transfers
Worklists
CACSR CASalesManager
CAManager CASysAdmin
CASalesRep CAAccountManager

Default Operators and Access Groups

CPM comes with the following Operator IDs and Access Groups. The operator
passwords are set to install.

The table below lists the default operators and their access groups.

Operator ID Access Group

CACSR CACSR
CASalesRep CASalesRep
CAManager CAManager

CASalesManager CASalesManager
CASysAdmin CASysAdmin
CAAccountManager CAAccountManager

Predefined Access Roles and Privileges

CPM includes a set of predefined access roles and privileges for the standard
framework user roles. You can use the roles and privileges that come with the
framework or you can create your own.

The table below is a matrix of CPM access roles and privileges assigned to those roles.

Roles
CAAccountManager
CASalesManager

CASysAdminr
CASalesRep

CAManager
CACSR

Privileges
Perform x x x

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 Roles

CAAccountManager
CASalesManager

CASysAdminr
CASalesRep

CAManager
CACSR
Privileges
Update x x x
Reopen x x x
AssignExpertSkills x x
AssignKnowledgeContent x x
QualityReview x x x
SelectUITheme x x x x x x
UpdateDialog x x x
UpdateCampaigns x x x
UpdateCoachingTips x x x
UpdateHotKeys x x x x x x
UpdateHotKeysAdmin x
UpdateNavigation x x x x x x
ViewManagerContent x x x

CPM User Portals

This section shows the portal layouts that users in different roles see on their home
page when they log into CPM. It also includes a table of gadgets associated with each
of the user portals:

 CPMCSR_Portal — customer service representative

 CPMManager_Portal — customer service manager

 CPMSalesRep_Portal — sales representative

 CPMSalesManager_Portal — sales manager

 CPMAqccountManager_Portal — account manager

NOTE: CPM 6.2 introduced new user portals and a new user interface that allows greater
customization and branding and an improved user experience. The old style CPM UI and
portals (CACSRPortal, CAManagerPortal, CASalesRepPortal, CASalesManagerPortal and their
derivatives) are no longer supported. CPM operators must use the new UI and portals
provided with CPM 6.2 (listed above)

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CPMCSR_Portal

CPMCSR_Portal Gadgets
Area Gadget/Functions Portal Controls
Home/Dashboard Dashboard Graphs New Work Menu
My Work Search
Home/Analytics Interaction Reports Channel Tools Menu
Throughput Reports Reference Tools Menu
Quality Reports User Preferences/Profile
Logout

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CPMManager_Portal

CPMManager_Portal Gadgets
Area Gadget/Functions Portal Controls
Home/Dashboard Dashboard Graphs New Work Menu
My Work Search
Home/Analytics Interaction Reports Channel Tools Menu
Throughput Reports Reference Tools Menu
Quality Reports
Ageing Reports User Preferences/Profile
Customer Satisfaction Logout
Knowledge
Management
Home/Manager Quality Review
Tools Management
Campaign
Management
Business Analyst Tools
Reassign Work

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CPMSalesRep_Portal

CPMSalesRep_Portal Gadgets
Area Gadget/Functions Portal Controls
Home/Dashboard Dashboard Graphs Search
My Work Reference Tools Menu
Home/Analytics Opportunity Reports User Preferences/Profile
Throughput Reports Logout
Quality Reports

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CPMSalesManager_Portal

CPMSalesManager_Portal Gadgets
Area Gadget/Functions Portal Controls
Home/Dashboard Dashboard Graphs Reassign Work
My Work Search
Home/Analytics Opportunity Reports Reference Tools Menu
Throughput Reports User Preferences/Profile
Quality Reports Logout
Ageing Reports
Customer Satisfaction
Home/Manager Campaign
Tools Management

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CPMAccountManager_Portal

CPMAccountManager_Portal Gadgets
Area Gadget/Functions Portal Controls
Home/Dashboard Dashboard Graphs Search
My Work Reference Tools Menu
My Favorites
Home/Events Calendar User Preferences/Profile
Home/Analytics Opportunity Reports Logout
Throughput Reports
Quality Reports
Ageing Reports
Customer Satisfaction

CPM Tables in the PegaRULES Database

When CPM is installed, the following tables are added to the internal PegaRULES
database to manage work data and rules.

The schemas for these databases can be viewed and modified via the Database
Schema wizard that is launched from the Tools menu by selecting Database > Modify
Database Schema. See Application Developer Help topic About the Modify Database
Schema Wizard.

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Work tables
 pca_work — interaction and service work objects

 pca_index_interactions — index of interaction objects to support fast data retrieval

 pca_qualityrvw — quality review work objects

 pca_intent_context – demographic interaction snapshot data; used for adaptive suggestions

 pca_intent_usage – intent usage data; used for adaptive suggestions

 pca_intent_summary – roll-up of intent context and usage data; used for adaptive suggestions

 pca_kmfrequency – data about the usage of knowledge content

 pca_rating_knowcont – user ratings of knowledge content

 pca_rating_sum_knowcont – roll-up of knowledge content ratings

 pa_rating – reference table for rating functions

Rule and data tables

 pa_product — information about your company’s products

 pa_product_type — information about your company’s product categories

 pca_assigned_tip — data related to expert chat associations

 pca_index_assoc_ctip — index for coaching tip assignment rules

 pca_index_assoc_dialog — index for dialog assignment rules

 pca_index_assoc_knowcont — index for knowledge content assignments

 pca_rule_assoc_ctip — coaching tip assignment rules

 pca_rule_assoc_dialog — dialog assignment rules

 pca_rule_assoc_knowcont — knowledge content assignment rules

 pca_rule_campaign — campaign rules

 pca_rule_dialog — dialog rules

 pca_rule_knowcont — knowledge content rules

 pca_rule_task — task rules used by the CPM interaction driver

 pca_slaoverride — service level overrides set for individual customers

PegaCALL tables
 pa_CTI_CALL — call data from the telephony environment

 pa_CTI_IVRDATA — additional call data that is not attached to the call

 pa_call_transfer – transient CTI call transfer data

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Note: Consult your database administrator to customize and tune the database tables for optimal
performance.

Sample Database Tables for CPM Integration

CPM also comes with a set of industry-standard sample database tables that simulate
customer information you can use for demonstration and testing until your system is
integrated with your legacy databases.

For a list of those tables and details about the data stored in each table, see the
Integrating CPM chapter.

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Chapter 3: Modifying the CPM User
Interface
This chapter describes how to configure CPM user interface components. Sections are:

 Understanding CPM Portal Types and Navigation Methods

 Configuring CPM Portals

 Configuring Portal Search

 Working with CPM Harnesses

 Using Other CPM UI Configuration Controls

Understanding CPM Portals and Navigation Methods

This section includes the following topics:

 CPM Portal Types

 Understanding CPM Interaction Navigation Methods

 Understanding CPM Portal Skins and Themes

 Extending/Customizing the CPM Styles

CPM Portal Types

CPM includes two purpose-specific portal types. Your implementation can use one or
both of these portal types depending on your site-specific needs. Portals are designed
to share or “re-use” sections and other UI elements.

 CPM Interaction Portal – designed for contact center personnel who manage multiple-simultaneous
customer interactions (such as phone, email, chat), and manage post-interaction and other work.

 CPM Customer Case Portal – designed for other front-office personnel that need to manage
customer requests and obligations.

CPM Interaction Portal

Using the CPM Interaction Portal, CSRs can manage multiple, simultaneous customer
interactions, such as phone, email or chat interactions. CSRs can switch between
interactions by accessing the Interaction Tabs on the right side of the portal.

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 Interaction Tabs

CPM supports multiple navigation methods during customer interactions — Classic and
Tabbed. These navigation modes let you select the best user experience for your
employees that match their skill levels, work style, and role. For further information,
refer to the topic Choosing Interaction Navigation Methods later in this chapter.

At any point, the CSR can perform or review post-interaction and other work, or
research customer information through the General Work area (General Tabs) of the
portal.

General Tabs

CSRs can access dashboard, graphs, and other portal gadgets through their Home
area.

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 Home Area

CPM Customer Case Portal

Using the CPM Customer Case portals, users can manage work, research customer
information, and create new customer cases by accessing the General Tabs area at the
top of the portal.

General Tabs

Users can access dashboard, graphs, and other portal gadgets through their Home
area.

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 Home Area

Functional Comparison of CPM Portal Types

The following table highlights differences between CPM portal types.

CPM Interaction Portal CPM Customer Case Portal

Sales or other front-office personnel that
CSRs and other contact center
Best suited for personnel
do not need full contact center
functionality
Work Modes
Search for customers,
General
view customer
Work Yes Yes
history/activity, launch
Mode
new customer cases
Process general or
post-interaction Yes Yes
work/cases
Process multi channel
customer interactions
Interacti with dialog scripting,
Limited. Can view interactions,
on Work coaching tips, Yes
but not perform work
Mode customer composite,
interaction logging,
and channel integration
Interaction Navigation Methods
Classic
Most guided method,
Interacti
one service request at
on Yes N/A
a time within any one
Navigati
interaction
on
Tabbed
Multiple service
Interacti
requests at a time
on Yes N/A
within any one
Navigati
interaction
on
CPM Example Configuration
CPMSalesManager_Portal
CPMManager_Portal
CPMSalesRep_Portal
CPMCSR_Portal
CPMAccountManager_Portal

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Understanding CPM Interaction Navigation Options
CPM supports multiple navigation methods for managing customer interactions.
Organizations can choose to utilize one or both methods of navigation depending on
their needs.

Topics in this section are:

 Choosing Interaction Navigation Methods

 Configuring Interaction Navigation Preferences

Choosing Interaction Navigation Methods

CPM supports multiple user navigation methods during a customer interaction. While
CPM harnesses have some conditional sections that support each method, most of the
user interface rules including sections, flow actions, and interaction driver tasks are
reused across both methods. This allows different users to use different navigation
methods.

The available interaction navigation method options are:

 Classic

 Tabbed

Classic Interaction Navigation Method

This navigation method is optimized equally for both process and inquiry. This
navigation method delivers the most “guided” user experience and the shortest
learning time. The user progresses through one service process at a time and is
returned to the CPM interaction driver after each service item is either completed or
routed to another user/queue.

CPM Interaction Layout Using the Classic Navigation Method

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Tabbed Interaction Navigation Method
This navigation method is optimized for complex processes with dense screens. This
navigation model may feel more similar to other desktop applications because users
select and launch processes from the left panel of the display. This method allows
multiple service processes to be in-flight at the same time during an interaction. Each
new service process opens a new tab under the interaction dialog thumbnail display.

CPM Interaction Layout Using the Tabbed Navigation Method

Note: These navigation methods apply only to the CPM Interaction portal and also apply only to
work that occurs during an interaction. Navigation and processing of work post-interaction or
research session is the same for either portal.

Configuring Interaction Navigation Preferences

You can control the ability to select interaction navigation preferences at the user level
or from an activity based on processing criteria or business logic.

To control the choice at the user level:

As shipped, CPM allows end users to choose the interaction navigation method they
prefer. Users can make this selection using the User Preference control. See
Selecting User Preferences in the Customer Process Manager User Guide.
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User-level control is implemented via the UpdateNavigation privilege. This privilege is
included in all standard CPM roles (example: PegaCA:CSR).

To disallow users from determining their own navigation method, delete the
UpdateNavigation privilege from the user role. Conversely, to allow user selection of
navigation method, add the privilege to any new roles created for your
implementation.

Update Navigation Privilege Included in CPM Role

To control choice using business logic or other criteria:

You can configure CPM to make the choice of interaction navigation method a system-
determined function rather than a user-selected preference. For example, you can set
the navigation style based on a call queue or a work group.

Save the activity CALoadUILayout (PegaCA-App-UserPreferences) into your Ruleset

and modify it to include your business logic or other criteria.

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Understanding CPM Portal Skins and Themes
CPM portals are designed to work with the CPMBrand portal skin.

Use the PRPC Branding Wizard to modify styles in this skin, or to add custom styles.
Refer to PRPC Developer help for more information on the PRPC Branding Wizard.

CPM portals have also been designed to accommodate multiple UI themes. A theme is
a background image and highlight colors that will override the baseline portal skin.
End users can select from multiple themes to change the appearance of their desktop.

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For more information on creating themes, refer to the topic CPM Themes in Chapter 4.
For more information on selecting themes via user preferences, refer to the CPM Users
Guide.

Extending/Customizing the CPM Styles

If you need to extend or override any of the styles in the shipped CPMBrand skin, you
can do so by:

1. Copy the HTML rule CPMCustomerAdditionalExtension into your site-specific

RuleSet and add your style overrides into this rule.

2. Save the CPMBrand skin (Rule-Portal-Skin) in your site-specific RuleSet.

If it is already in a custom ruleset:

a. Check it out.

b. Save it.

c. Check it in.

Resaving the skin forces Process Commander to recreate the

workform_cpmbrand css (workform_yourstylesheet css). At the bottom of this
css file, you will see your custom styles from
CPMCustomerAdditionalExtension. This will override the default CPMBrand
behaviors.

Note: Do NOT edit the workform_cpmbrand css rule directly.

For more information on UI component styles refer to Appendix B of this guide.

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Configuring CPM Portals
This section includes the following topics.

 Understanding Key Portal Components

 Configuring Portal Headers

 Accessing Advanced Parameters for the CPM Portal Gadgets

 Configuring the CPM Portal Gadget

 Configuring the CPM General Work Gadget

 Configuring the My Favorites Gadget

 Configuring RSS News Feeds

Understanding Key Portal Components

CPM Portals contain two primary components:

 Header — controls the portal menus and functions

 Body — is the container for the interaction area, general work area, and home areas of the portal

The following table lists the header and body sections used within each of the standard
CPM portals:

Portal Harness Header Section Body Section

CPMManager_Portal CPMManager_Portal CPMInteractionHeader CPMInteractionPortal_Body

CPMCSR_Portal CPMCSR_Portal CPMInteractionHeader CPMCSR_Body

CPMSalesManager_Portal CPMSalesManager_Portal CPMCustomerCaseHeader CPMSalesManager_Body

CPMSalesRep_Portal CPMSalesRep_Portal CPMCustomerCaseHeader CPMSalesRep_Body

CPMAccountManager_Portal CPMAccountManager_Portal CPMCustomerCaseHeader CPMAccountManager_Body

Configuring Portal Headers

CPM incorporates various menus and controls into its portal headers, such as the
Channel toolbar, Reference Tools, and New work menus.

To customize the functions that are available on the portal headers, access the header
for your portal, such as CPMInteractionHeader and Save into your RuleSet.

Select a control on the heading, and then click the magnifying glass to display
parameters.

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Search for the name of the navigation control (e.g., CPMInteractionPortal_ NewWork)
from the PRPC search area, and then modify the control according to your site’s needs.
For information on customizing the New menu option for interaction objects, refer to
the Configuring Interactions chapter.

Accessing Advanced Parameters for CPM Portal Gadgets

CPM portal body sections incorporate CPM portal gadgets that control the type of work
that can be processed, as well as the behavior and appearance of tabs. There are two
CPM portal gadgets:

 CPMPortalGadget — controls the behavior and display for all portals

 CPMGeneralWorkGadget — controls the behavior and display of the general work area

These gadgets are controlled through advanced parameters. To access these

parameters, search for the portal body section for your harness, e.g.,
CPMInteractionPortal_Body). Select the included section that calls the gadget, then
click the magnifying glass icon to access the advanced parameters display.

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The sections below describe how to configure gadget parameters and options.

Configuring the CPM Portal Gadget

You can control the function and display of the CPMPortalGadget by specifying various
parameters. These include:
 Specifying tab and work types

 Configuring interaction tab behavior and limits

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To specify tab and work types:
The Start Up and Supported areas of the CPMPortalGadget parameters display
specify the type of work that can be processed. Options include:

Field Description
Start Up – used for Home and General work areas
Selected ? Check a single item in the start-up category to set as the default portal
tab
Tab Type Enter one of the following options:

 home – for the home area (including dashboard)

 work – for the general work area

Tab Hidden Check this box if the tab is to be hidden until there is work to be
processed
Show Close Check this box if the tab should include an X icon, that allows the user to
close the tab manually
Interaction Class Specify the class name the harness/section field below.
Use Section Check this box if you are using a section, rather than a harness for this
tab type
Harness/Section Specify the name of the harness or section for this tab type
Full Height Check this box.
Min Height Reserved for future use.
Thread Name Enter the text value for the thread name CPM will use to process work of
this type
Supported – used for interaction work types (e.g., phone call, chat)
Tab Type Enter one of the following values:

 customer – for phone interactions or general interactions

 chat – for customer chat interactions

 inboundcorr – for inbound correspondence interactions

Show Close Check this box if the tab should include an X icon, that allows the user to
close the tab manually
Interaction Class Enter the name of your site specific interaction class that inherits from
the appropriate CPM class
Use Section Reserved for future use.
Harness/Section Reserved for future use.
Full Height Reserved for future use.
Min Height Reserved for future use.

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To control tab behavior and limits:
In the top portion of the CPMPortalGadget parameters screen, you can specify the
behavior and appearance of interaction tabs. Options include:

Field Description
Thread Family Enter the text value for the thread family name
Tab Width Enter a pixel value for the width of interaction tabs in regular (wide)
mode
Tab Visible Choose whether interaction tabs:

 Start with small (start small then widen to full width based
on conditions specified below)

 Start with regular. Using this options, tabs will start in a full
(wide) state and remain that way.

 Start small when (start small then widen based on the when
condition specified below)

Small Tab Width Enter a pixel value for the width of interaction tabs in small
(condensed).
Start small when This option is only visible if the “Start small when” option is selected in
the Tab Visible field. Enter the name of a when rule.
Max Number of Tabs Specify the maximum number of interaction tabs that a user can open
at the same time. This number will include the number of tabs
specified in the start-up area. For example, if you have 3 start-up
tabs, and enter 10 as the maximum value in this field, the user will be
able to open 7 additional interaction tabs before receiving an error.
Switch to Regular Tabs When
Have the following tab Switch to regular (wide) interaction tabs, when there is work of the
types following types. Enter one or more Tab Type values, separated by
commas

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 Field Description
Have more than one tab Switch to regular (wide) interaction tabs, when there is more than one
of type of the following work types. Enter one or more Tab Type values,
separated by commas
Return to Small Tabs Return from regular (wide) tabs to small tabs when the above
when conditions have conditions (have the following tab types, have more than one tab of
not been met type) are no longer met.

Configuring the CPM General Work Gadget

The CPMGeneralWorkGadget controls how tasks and data tabs are managed in the
general work area of the portals.

This section includes the following topics:

 Specifying general tab options and limits

 Changing the label text for general tabs

To specify general tab options and limits:

The CPMGeneralWorkGadget gadget should be included in the harness or section
referenced in the start-up work tab in the CPMPortalGadget

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Access the advanced parameters for this gadget to configure the gadget. Choose
options as needed for your implementation, such as the maximum number of open
tabs.

To change the label text for general tabs:

To change the text label that appears on the General tabs for different work types or
data sources in the General work area of the portal, create a section named
CPMWorkTabData within the class of your object. Enter the label and any property
values, as desired.

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Configuring the My Favorites Gadget
The MyFavoritesGadget enables a user to view their list of favorites from the
dashboard area of their user portal and:

 view the data source and summary information

 add a data source

 open a data source (in the appropriate portal tab)

 delete a data source

 create a new case for a data source

 enter a Quick Case for a data source

Adding a Data Source as a Favorite

CPM uses Data Source rules to configure the My Favorites gadget for external data
sources. For any external data source you wish to include in the My Favorites gadget,
complete the following procedure.

1. On the Detail tab of your data source rule, check the Use As Favorites? box.

2. Specify the name of the Portal Smart Info Activity and the Favorite Keys. The
Smart Info activity is called when the user expands an item in their list of
favorites.

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Configuring RSS News Feeds
CPM provides the ability to associate Really Simple Syndication (RSS) feeds with data
source instances. The RSS feed is available in the CPM user portal in the composite
area for the data sources that have been configured with this capability for users with
the appropriate privilege.

To enable RSS News Feeds in CPM:

1. For each data source type (Accounts, Contacts, Business Units, etc) that will
have news feed access, you must enable news feeds by checking the ‘Show
News Feeds’ box in the data source rule.

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 2. Install the PegaFW-NewsFeed:06-02 rule set and add it to appropriate
applications for your users.
3. Users must have the EnableNewsConfig privilege to edit news feeds.

Configuring CPM Portal Search

CPM portal search functions enable users to search for cases (work objects),
knowledge content, and data sources such as accounts, contacts, and business units.

When the user selects a result from the list, CPM opens a tab in the general work area
to either display the work object (case), or the data source. Portal search does not
start new interaction objects or work types.

This section includes the following topics:

 Configuring Search for External Data Sources

 Configuring Search for Cases/Work Objects

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Configuring Portal Search for External Data Sources
CPM uses Data Source rules to configure portal search functions for external data
sources. For any external data source you wish to include in the CPM portal search,
complete the following procedure.

1. On the Search tab of your data source rule, check the Use in Portal Search?
box and specify the name of the integration activity CPM should call to perform
the search query.

2. On the Retrieval tab of your data source rule, enter the information in the
table below.

Field Description
Default Interaction Enter the name of the your site -specific class that inherits from the
Container PegaCA-Work-Interaction-Research class. CPM will use this class to
create a temporary work object to display data source results
Display Harness Enter the name of the harness in the default interaction container
class that CPM should use to display data source information once
the user selects a result of this type from the portal search results list
Retrieval Activity Enter the name of the integration activity (in the default interaction
container class) that CPM should use to retrieve any additional
information needed to populate the display harness view

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Configuring Search for Cases/Work Objects
CPM uses the PRPC Lucene search facility for work objects/case data. CPM will search
for your work types/objects only if they are listed on your Application rule, or an
inherited Application rule.

When the user selects a work object/case from the portal search results list, CPM will
open a tab in the general work area using the Review harness for that work type.

For more information on enabling Lucene search of work data for your application,
refer to PRPC Developer Help.

Working with CPM Harnesses

Topics included in this section are:

 Incorporating Scripts into Custom Harnesses

 Creating Conditional Harness Sections

 Customizing the CPM Composite Displays

Incorporating Scripts into Custom Harnesses

CPM includes scripts within harnesses to support functions such as dialog
management, channel toolbar functions, and general event handling. When creating
custom harnesses, you must include these scripts in order for CPM to function
properly.

It is generally preferable to save a copy of a CPM harness in your RuleSet and

customize it, in order to start with the proper scripts. If you create harnesses from
scratch, you must include these scripts:
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 Harness Type Scripts
Work Perform Harnesses CAToolsNavigation
(e.g., PegaCA-Work-Interaction.CPMPerform)
Main Portal Harnesses pega_cpm_dialogmanager
(e.g., CPMManager_Portal) pega_cpm_callchatdialog
pega_cpm_menuactions
pega_cpm_tabbedinteraction
pega_cpm_callchat
testcallchatemulator
CPMCTICallTimer
Cpmchatsendevents
pega_cpm_chattabeventhandler
Portal “Home” page Harnesses CPM_gadgetscript
(e.g. CPMManager_Home)
pega_cpm_tabbedInterface

Creating Conditional Harness Sections

CPM supports the ability to set conditions for the display of content based on the
customer, type of interaction, or navigation method. Most CPM harness rules contain
conditional sections or containers to allow different displays in the following scenarios:

 When using different navigation methods (Classic or Tabbed)

 While in a customer interaction session versus processing work post-interaction

 When dialog should be displayed (a phone interaction) versus when no dialog should be displayed
(inbound correspondence interaction)

CPM makes extensive use of the following When rules to vary the display of sections
and containers within harnesses.

 CAInCall, CANotInCall (used to evaluate whether work is occurring during an interaction or post-
interaction)

 CATabbedNavigation, CANotTabbedNavigation

 CAInteractionTypeForDialog, CAInteractionTypeForNoDialog

Note: While customizing CPM harnesses, it is important to be aware of conditional displays and
incorporate any differences needed to meet your requirements.

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Conditional display within Harness controlled by the Visible When reference.

Customizing the CPM Composite

The CPM composite area is used to display reference information regarding a customer
during a customer interaction. It is comprised of information from Pega work objects,
as well as other customer information from your external data sources. As shipped,
the composite is organized into separate tabs for account information, contact
information, and account owner or business unit information. These displays are
conditional based on the customer and interaction.

While the harnesses used to display customer composite information share the same
included sections, the harnesses vary by navigation method.

 For the classic interaction navigation method, the composite can be customized by modifying
the CAComposite harness shown below.

 For the tabbed interaction navigation method, Each tab of the composite uses a separate
harness. To modify composite display options, you can use one of two methods:

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 • Use the CPM Composite landing page ( > CPM > Customer Data Management > CPM
Composite), as shown in the image below. In the Data Display section for each category,
enter the name of your harness rule and specify other options as needed.

• Modify the CPM Interaction Driver rule for your interaction class directly, by saving a copy of the rule into
your RuleSet and modifying details on the Composite tab. The system will present the tabs in the order
as listed on the driver rule. You can also specify a condition to display the tab conditionally, and can
specify whether to defer load for the tab.

• You can configure tabbed navigation to anchor one or more composite tabs to the main window
whenever a user clicks the tear-off icon to display the composite in a separate window.

On the Composite tab of the Driver rule, expand the tab and check the Stay-Back box if you want that
tab to remain anchored during the tear-off. Repeat for each tab you want to anchor.

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See Adding Workflows as Interaction Tasks in the Configuring Interactions chapter for
more information about interaction driver rules

For a view of the standard composite sections and the composite mapping detail, see
Appendix A: Composite Screen Data Mapping.

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Using Other CPM UI Configuration Controls
This section describes:

 Updating user interface screens using field values

 Configuring list maximums

Updating User Interface Screens Using Field Values

User interface screens can display interactive and conditional screen text as property
captions and instructions. Configured using Field Value rules, these features can
support multiple languages and the re-use of text on multiple screens.

The following are examples of localized Field Values and how they can be applied to a
user interface in CPM. In this example, changing the localized label of the
ReasonForInteraction field value results in a universal text change when the value is
referenced during processing.

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 Note: If you do not need to support multiple user languages, enter the field text directly on the
user interface form or through an update to the Field Value instance — this is the preferred
method for changing text universally in the application. For more information about localized Field
Values, see Application Developer Help and the PDN article "Localizing an Application".

Configuring List Maximums

The AppListMaximums map value rule stores the maximum size of various lists that
display in the user interface. The following table lists the activity rules that reference
this rule.

Activity (PegaCA-Work-) Generates a list of Type

CAReviewServiceItemsByAccountNumber Service items by account number ItemHistory
CAReviewServiceItemsByContactID Service items by contact ID ItemHistory
CAGenerateReviewTasks Review items ReviewItems

To change the maximum list size:

1. From the App Explorer, select PegaCA- > Decision > Map Value >
AppListMaximums.

2. Save it to your RuleSet.

3. On the Matrix tab, edit the List Max values for the ItemHistory and
ReviewItems types.

4. Click Save.

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Chapter 4: Using CPM Landing Pages
This chapter describes how to use CPM landing pages to view and configure your
application. Topics are:

 Accessing CPM Landing Pages

 Using Common Landing Page Controls

 Configuring Your Application Using CPM Landing Pages

Accessing CPM Landing Pages

Access the CPM landing pages by clicking from your Process Commander developer
desktop and selecting the CPM menu option.

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The following table describes the function of each CPM landing page.

Landing Page Function

Interactions
Interaction Types Configure processing options for interaction work types. Add new
interaction types.
Interaction Driver Configure CPM interaction driver processing options for each
interaction type, including interaction task categories
Interaction Tasks Configure interaction task options. View tasks by interaction type
and task category.
Service Cases
Service Types Configure processing options for service work types.
Service Accelerator Launch the CPM service process accelerator to create new service
types. View open or pending accelerator processes
Customer Experience
Intent and Content View the intent criteria used to suggest processes and content to
Suggestions users
Customer Data Management
CPM Composite Configure CPM composite data retrieval and display options for your
application
CPM Data Sources View the CPM data sources used within your application including
those sources used for CPM composite displays, dialog property
references, and portal search functions
Dialog Management
Dialog Cross Reference View the dialog scripts associated with processes and flow actions
within your application
General Options Configure general dialog options used by your application, including
dialog method and greetings
Knowledge Management
Content Inventory View and search for knowledge content
Content Cross View the knowledge content associated with processes and flow
Reference actions within your application
Hot Topics View and analyze most frequently used and highest rated
knowledge content
Content by Author View knowledge content by author
Knowledge Updates View and analyze requests for changes to knowledge content
Quality Management and Coaching
Coaching Tip Inventory View coaching tips defined by work type and process action
Quality Review Analysis View a summary of quality reviews by overall score and work type
User Experience
CPM Themes Configure user interface themes

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Common Landing Page Controls
This section describes common user controls within CPM landing pages:

 Using the My Application filter

 Using landing page update functions

 Using list sort and filter functions

 Understanding configuration alerts

Using the My Application Filter

On each landing page, you can filter your results by:

 My Application (default) — limits the display to results defined in the top-level application’s
RuleSets.

 All Inherited — displays results defined in the top level application RuleSets, as well as those
defined in inherited (or ‘built-on) applications for the current user.

Using Landing Page Update Functions

Some CPM landing pages let you update your application configuration without
accessing rule forms.

You may perform updates on the CPM landing pages if:

 Your user id has check-out authority (if your application RuleSets use check-out)

 None of the rules that will be updated by the landing page are marked as final.

 Class definitions are not in locked RuleSets (if the landing page requires an update to a class
definition).

On landing pages that allow for updates, you may see the following buttons:

 Update — Click this button to check-out any rules needed by the landing page and enter your
changes. You may be prompted to perform a Save As function to add the rules needed to
another RuleSet and version. If one or more of the rules needed by the landing page is either
checked out by another user or is marked as final — or if your user id does not have check-out
authority, the Update button will be disabled and appears with an error icon.

 Save — This button appears if all the rules needed by the landing page are in an unlocked
RuleSet that does not use check-out.

Once update is in progress, the following buttons may appear:

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The information icon displays the list of rules that are being modified including the rule
name, RuleSet and RuleSet version.

 Save — saves the work in progress, but does not perform the check-in operation

 Check-in — both saves and checks rules.

 Cancel — deletes any checked out rules and clears pending rule updates.

Note: If you use standard PRPC rule check-in functions to check-in a rule while it is being
modified on a landing page, you may not be able to complete Save or Check-in functions from
the landing page. In this situation, the Update button will be disabled, and you must manually
check-in any remaining rules.

Using List Sort and Filter Functions

To sort a list of results by a given column, click on the column header. To filter results,
click on the triangle to the right of the column header and apply the desired filters.

Understanding Configuration Alerts

CPM landing pages warn you of potential problems with your application configuration.
Configuration alerts display as either warnings or errors.

 Warnings indicate configuration that does not adhere to CPM best practices.

 Errors indicate missing or incorrect configuration that will result in incorrect or unanticipated
system behavior.

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Configuration alerts may appear:

 At the top of the landing page. Landing page-level alerts are used to evaluate general
configuration conditions.

 For an entry within a landing page list. List-level alerts appear when you expand a row on a list,
or when you click the Check Configuration button on the landing page. List-level alerts are used
to evaluate the configuration a particular row.

The configuration alerts that may be displayed within each of the CPM landing pages
are described in Configuring Your Application Using Landing Pages topic in this
chapter.

Configuring Your Application using CPM Landing Pages

This section describes how to use each of the CPM Landing pages. For a list of landing
pages and how to access them, see Accessing CPM Landing Pages

Interaction Types
The CPM Interaction Types landing page lets you view, add, and modify interaction
work types defined within your application. Interaction work types will only be visible
on this landing page if:

 The work type is identified on the Details tab of your Application rule, or an Application rule from
which your application inherits

 The work type is defined in a RuleSet that is listed in the Application or inherited Applications (i.e.,
not specified in an access group).

For each interaction work type used within your application, such as phone call or
inbound correspondence, you can view the number of total and currently open
interactions. You can also view and modify general and interaction start options.

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To add or update an interaction type:
1. Click Add to add a new interaction type. To update an existing interaction type,
expand the row to show detail and click Update.

2. Enter the following:

Field Description
Short Description The short description for this interaction work type. For
example: “Inbound Correspondence”
Interaction Type The default interaction type value for this work type. For
example: “email”

Inherits From Select the class from which this interaction inherits. When
adding a new interaction type, CPM will default this value to your
application’s interaction class group.

Class The class of this work type. This field can only be selected when
the interaction type is being added. CPM will default this value
by appending your short description value (above) to the
Inherits From value selected above.
Overall SLA Select the SLA for this interaction type.

Starting Activity Select the starting activity for this interaction type.

Starting Workflow Select the starting workflow for this interaction type.

Configuration Alerts
CPM verifies your configuration to check for the following conditions that may cause
unexpected results.

Configuration Alerts
There is no CPM system settings (CAApplicationSettings map value rule) defined in the current
Application RuleSets. As a result, this landing page may not display your interaction types properly.
There is no corresponding Interaction Driver rule for this interaction type nor is there an Interaction
Driver rule for this class group.
There is no corresponding Interaction Driver rule for this interaction type. The Interaction Driver for
the interaction class group will be used.
There is no corresponding work type defined in the Application for this interaction type.
Missing starting activity for this interaction type
Missing starting workflow for this interaction type
Missing model for this interaction type
Missing SLA definition for this interaction type
Missing starting workflow for this interaction type

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Interaction Driver
The Interaction Driver landing page lets you configure the way in which tasks and task
categories appear in the CPM Interaction Driver during a customer interaction. You
can also configure other Interaction Driver display and behavior options.

To update interaction driver details:

1. Click Update to modify the Interaction Driver details for an interaction type.
2. Enter the following:

Field Description

General Interaction Driver Options

Automatically Check this box to automatically include the End Interaction task within the
Queue the End queue area of the Interaction Driver for each interaction.
Interaction task?
Caption to display Enter the caption to be displayed for the end interaction task (e.g., Wrap Up)
for End Interaction
Use Dynamic Check this box if you want CPM to dynamically set the default category of
Default Category? the Other processes area in the CPM Interaction Driver based on a value you
can configure. If checked, CPM will use the declare expression,
CADynamicDefaultCategory, to determine the default category. You can
configure this expression to meet your site’s needs. If CPM cannot
determine a valid category based on this expression, it will use the default
category specified in the Default Category field (see below).

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 Default Category Select the default task category to display. This category will appear by
default in the Other processes area of the CPM Interaction Driver.
Check for Campaign Check this box to evaluate campaign definitions for this interaction type. If
Offers? unchecked, CPM will not evaluate any campaign rules configured for
suggested offers.
Tabbed Navigation Options
Allow Queuing of Check this box to enable operators to select and queue processes. This
Tasks? option is only used for the Tabbed navigation method.
Display Interaction Check this box to display the interaction log. This option is only used for the
Log? Tabbed Navigation method.
Interaction Driver Categories
Category Name The name to appear in the category list in the interaction driver
Data Source Select the data source for this task category.
Behaviors Show Tasks Only – This category will be included in the Interaction Driver.
Tasks in this category will not be evaluated for suggestions and will not
appear in the Suggested processes area of the Interaction Driver.

Suggestions Only - Tasks in this category will be evaluated for suggestions

only. This category will not appear in the category list area of the
Interaction Driver.

Show Tasks & Suggestions - This category will be included in the category
list of the Interaction Driver. Tasks in this category will also be evaluated for
suggestions and will be included in the Suggested processes area of the
Interaction Driver if conditions are met.
Display When Optional. Specify a condition to display this category of tasks.

Interaction Tasks
The Interaction Tasks landing page lets you view, add, and modify the tasks that
appear in the CPM Interaction Driver.

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To add or update an interaction task:
1. Click Add to add a new task. To update an existing task, expand the row for
that task and click Update.

2. Enter the following:

Field Description

Task Properties
Starting Activity (standard task) Select a starting activity for this task.
Available in Task List? Uncheck this box to prevent the task from showing in
the list of available tasks in the CPM Interaction
Driver.
Task Suggestion
Suggest When Optional. Select one or more suggestions (Intent
When rules) to cause this task to appear in the
suggestions area of the CPM Interaction Driver.
Reason for Suggestion This field displays the short description for any
suggestion selected above.

For more information on interaction tasks, refer to Adding Workflows as Interaction

Tasks in the CPM Interactions chapter.

Service Types
The CPM Service Types landing page lets you view, add, and modify service work
types defined within your application.

Service work types will only be visible on this landing page if:

 The work type is identified on the Details tab of your Application rule, or an Application rule from
which your application inherits

 The work type is defined in a RuleSet that is listed in the Application or inherited Applications (i.e.,
not specified in an access group).

You can view the service work types used within your application, such as Address
Change or Dispute Transaction, as well as the number of total and currently open
cases. For each service type, you can also view configuration details.

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To add or update a service type:
1. To update an existing service type, expand the row to show detail and click
Update.
2. Enter the following:

Field Description

Class Class of the service object (read only).

Short Description Short description (pyLabel) for the service class.
Description Usage description of the class rule instance.
Starting Workflow Select the starting workflow for this service type.
Overall SLA Definition Select the SLA for this service type.

To add a service type, select the Add button. This will start the Service Accelerator.
For more information on the Service Process Accelerator, see Using the CPM Service
Process Accelerator to Create New Service Processes in the Configuring Service
Processes chapter.

Configuration Alerts
CPM verifies your configuration to check for the following conditions that may cause
unexpected results.

Configuration Alerts
Model rule for this class does not exist and must be created for this process to function correctly.
Service type is missing a starting activity.
There is no SLA defined for this service type.

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 Configuration Alerts
The system settings definition for your application must be configured in order to view your site-
specific service types in this landing page.

Service Accelerator
The CPM Service Accelerator landing page displays the service types that are in the
process of being configured, and lets you start the CPM service process accelerator to
configure new service types.

Viewing service process accelerator work that is in flight

Service Types in Flight is a list of CPM service process accelerator work objects
(pxcpma-) that are in progress (neither completed nor cancelled).

To continue work on a service process accelerator work object, double click on the
row. This resumes the wizard and brings you to the current object assignment.

To add a new service type / start the service process accelerator:

To start the Service Process Accelerator wizard, click Add. For more information, see
Using the CPM Service Process Accelerator to Create New Service Processes in Chapter
6.

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Intent and Content Suggestions
During a customer interaction, CPM presents the user with suggestions for tasks and
knowledge content based on criteria configured in your application. The CPM Intent
and Content Suggestions landing page helps you identify the suggestions that are
defined within your application, and which suggestions are applied to tasks and
content.

Viewing suggestions
The Suggestions list displays the name of each suggestion, as well as the reason for
suggestion and the work type for which the suggestion is applicable. This list also
identifies the total number of references to the suggestion within your configuration.

To view the logic criteria configured for this suggestion, click the suggestion name.

Viewing processes or content that are suggested

Suggestions by Reference displays those tasks or knowledge content that may be
suggested to a user if the suggestion criteria are met.

To view task or content details, click the name of the task or content. To view the
logic criteria configured for the suggestion, click the suggestion name.

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CPM Composite
The CPM Composite landing page displays the data sources that make up the
composite display for each interaction type. For each data source, you can view data
retrieval details, such as associated list view and declarative data definitions.
Additionally, you can view and update options data display options.

To update composite details:

1. Select the desired Data Context.

2. Click Update and enter data as described in the following table.

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 Field Description

Data Retrieval
Data Source Select, the data source for the composite data context. The
dropdown displays data source rules that are designated as
‘composite’ in the data source rule forms.
Data Display (these options used only for the Tabbed Navigation method)
Display When Optional. Select a condition (when rule) that determines when the
composite tab is displayed.
Harness Select a harness to use to display the data source.
Defer Load of Tab? Indicates whether to defer load on this tab until the user selects
the tab
Pre Display Activity Optional. The activity needed to pre-process data.

To add new data sources to your composite, update the CPM Interaction Driver rule for
your interaction class directly. For more information, see the topic on Customizing the
CPM Composite in the chapter Modifying the CPM User Interface.

Configuration Alerts
CPM verifies your configuration to check for the following conditions that may cause
runtime errors or unexpected results.

Configuration Alerts

No data source has been defined for this composite tab. You may want to
update your driver rule.

CPM Data Sources

The CPM Data Sources landing page displays the data sources available to your
application. For each data source, can view whether the data source is used by the
CPM composite, used for dialog property references, or used as a source for portal
search functions. Expand any row to view details such as clipboard page and class,
and properties available for use in dialog scripts.

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Dialog Cross Reference
The Dialog Cross Reference landing page identifies the dialog scripts associated with
processes and flow actions within your application.

For any work type and process, expand the row to view the dialog scripts associated
with process actions. Click on the process or dialog name to be directed to that rule
form.

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General Options
The Dialog General Options landing page lets you view and configure general dialog
options defined within your application.

To update dialog general or greeting options:

1. Click Update to modify general dialog or greeting options.

Field Description

General Options
Dialog Method Choose Flow Action-Based or Assignment-Based
Dialog Class Select the class name to be used for dialog rules. CPM will use this
class to create new dialog rules. CPM will also look for dialog
instances in this class during interaction processing.
Greeting Options
Tabbed Interaction Greeting – Select the name of the dialog rule instance to be used as the initial
Initial customer greeting during interaction processing. This option applies
to the tabbed navigation method only — classic navigation will use the
dialog instance associated with the process flow and action.
Tabbed Interaction Greeting - Select the name of the dialog rule instance to be used as the
Secondary secondary greeting during interaction processing. This option applies
to the tabbed navigation method only — classic navigation will use the
dialog instance associated with the process flow and action.

Content Inventory
The CPM Knowledge Content Inventory landing page lets you view and add knowledge
content.

For each knowledge content entry, you can view configuration details, such as
category, topic, description, type, author, and rating. Expand the row to view content
abstract and usage information. To navigate to the knowledge content rule for any
row, click on the topic name.

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To add knowledge content:
1. Click Add to add new knowledge content. Knowledge Content rules are created
in the Knowledge Content class defined by your application settings.

2. Follow the steps listed in Creating a New Knowledge Topic, in the Configuring
Service Processes chapter.

Content Cross Reference

The Content Cross Reference landing page identifies the knowledge content associated
with processes actions within your application.

For any work type and process, expand the row to view the content associated with
process actions. Click on the process or content name to be directed to that rule form.

Hot Topics
During a customer interaction, CPM presents the CSR with knowledge content based
on criteria configured in your application. The CPM Hot Topics landing page helps you
identify the most popular topics defined within your application.

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Content by Author
The CPM Content by Author landing page helps you find topics defined within your
application and sorts the results by the author who last modified the topic. You can
view topics modified within a given date range by entering the start and end dates in
the Modified between fields.

Knowledge Updates
CSRs using knowledge content in your application have the option to request changes
to the content, with each suggestion creating a work object. The CPM Knowledge
Updates landing page lets you view the list of content suggestions for the current
month, by status (Open, Resolved, etc). Use the chart drill down capabilities to review
the details of knowledge update requests.

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Coaching Tip Inventory
CPM enables authorized supervisors or managers to create coaching tips for their
employees that remind them of best practices or areas to improve. These coaching
tips are associated with specific process actions and can be assigned to individual CSRs
or to work groups.

The Coaching Tip Inventory landing page lets you view the coaching tips defined within
your application. Coaching tips are listed by the work type and process step with
which they are associated. Expand any row within the list to view the specific
coaching tip text as defined by the manager or supervisor.

For more information on configuring CPM coaching tips, refer to the topic Using
Supervisory Functions within the CPM User Guide.
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Quality Review Analysis
The Quality Review Analysis landing page presents a summary report of completed
quality reviews by work type and overall score. Use the chart drill down capabilities to
view the details of any quality review case.

For more information on quality review processes, refer to the topic Using Supervisory
Functions within the CPM User Guide.

CPM Themes
The CPM Themes landing page lets you view and configure user interface themes for
your CPM portals. CSRs and other users can select from available themes to change
the look of their desktop.

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To add or modify a theme:
1. Click Add to add a new theme. To update an existing theme, click Update.
2. Enter the following:

Field Description

Description Text description of the theme

Background Use the magnifying glass icon to select an existing image or load a new
image image.
Theme color Click on the square to access the PRPC color picker. CPM will use this
color as the primary color for the theme, and will also derive a secondary
color based on your selection
Linked text color Click on the square to access the PRPC color picker. CPM will use this
color for text in hyperlinks and on buttons.

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Chapter 5: Configuring Interactions
This chapter focuses on the set up and configuration of rules, controls, and data
elements that control the processing of CPM interactions.

Topics are:

 Configuring the Interaction Start Menus and Activities

 Adding Workflows as Interaction Tasks

 Suggesting or Queuing Business Processes

 Configuring Intent Data Sources

 Configuring Adaptive Suggestions

 Configuring Interaction Preferences

 Configuring Suggested Work Item Reviews

 Working with Interaction Goals

 Configuring Dialog Controls

 Configuring Tabbed Navigation Greeting Options

Configuring the Interaction Starting Menus and

Activities
In order for the CPM portals to start and process interaction work type for your site-
specific implementation, you should:

 Modify the CPM portal menu control that starts customer interaction processes to reflect your site-
specific interaction classes

 Optionally, modify starting interaction activities to meet your site’s preferences

 Optionally, configure demo screen pop functions to enable testing and development.

To configure the New menu control for your interaction types:

Reconfigure the menu control for New work to reflect the class for your site-specific
interactions.

1. In the Find gadget, enter CPMInteractionPortal_NewWork.

2. From the navigation control list, select CPM-Portal

CPMInteractionPortal_NewWork and save it to your RuleSet.

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 3. Double click on the interaction type to display the menu entry form.

4. Enter the following:

Column Description

Type Select Item

Label Enter a text label for the interaction type
Action Select Run Script
Function Name  For phone interactions, enter “pega.cpm.menuActions.phoneInteraction"

 For inbound correspondence interactions, enter

“pega.cpm.menuActions.inboundCorrespondence"

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 Parameters  For phone interactions, add the parameter sInteraction. Enter the name of
your site-specific phone interaction class in the Value field.

 For inbound correspondence interactions, add the parameter

sInteractionType. Enter the name of your site-specific inbound
correspondence class in the Value field.

5. Click Save.

To configure staring activities for your interaction types:

CPM includes activities that start customer interaction processes. These activities are
specified in the .pyDefault model for the interaction class. You can update the starting
activity used by an interaction type to reflect your site’s preferences.

Access these activities by navigating to the Interaction Types landing page ( > CPM
> Interactions > Interaction Types) and update the starting activity referenced by
interaction types in your applications.

CPM provides default activities that you can customize if necessary:

Activity Description
CAInteractionStart Starts an interaction
CAInteractionStartFromChat Starts a chat interaction after receiving an inbound chat event
CAInteractionStartFromCTI Starts a phone interaction after receiving an inbound call event

To configure Demo Screen Pop:

You can configure a demo screen pop option to enable testing of interactions that will
be started via computer telephony integration. To configure demo screen pop from
the New menu option in the CPM interaction portal:

1. In the Find gadget, enter CPMInteractionPortal_NewWork.

2. From the navigation list, select CPM-Portal CPMInteractionPortal_NewWork and

save it to your RuleSet.

3. Double click the Demo Screen Pop entry in the navigation form

4. Enter the following:

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 Column Description

Type Select Item

Label Enter a text label for the interaction type
Action Select Run Script
Function Name Enter “pega.cpm.menuActions.demoScreenPop"
Parameters  Add parameter param1. Enter the name of your site-specific phone
interaction class in the Value field.

 Add parameter paramN. In the Value field, enter the name of the
model rule that contains test data to start the interaction. The default
model rule used by CPM for demo screen pop is CPMDemoScreenPop.

5. Click Save.

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Adding Workflows as Interaction Tasks
The Interaction Driver controls which tasks an operator can access during a customer
interaction.

In Classic navigation mode, these tasks appear in the Other Processes section of the
Interaction Driver.

In Tabbed navigation mode, these tasks appear in categories directly beneath the To-
Do area of the Interaction Driver portion of the screen.

You can modify the available choices by:

 Adding new task categories to the Interaction Driver

 Adding workflow processes to Interaction task categories

 Creating multiple interaction driver categories for tasks within the same class

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Adding Task Categories to the Interaction Driver
Edit the Rule-PegaCA-InteractionDriver rules to modify the available task categories.
The default instances are:

 For phone interactions — PegaCA-Work-Interaction-Call.Driver

 For inbound correspondence — PegaCA-Work-Interaction-Incorr.Driver

 For outbound correspondence — PegaCA-Work-Interaction-Outbound.Driver

See Configuring Business Process Suggestions for additional information on the

Interaction Driver.

To add or modify a task category:

1. From the Rules Explorer, select Process > Interaction Driver to display a list of
instances. Alternatively, use the Interaction Driver landing page ( > CPM
Interactions > Interaction Driver) to configure interaction driver task
categories.

2. Select an instance to modify and save it to your RuleSet.

3. Enter the following:

Note: You can add a row to create a new category or modify an existing one.

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 Column Description
Category Name The name to appear in the Other Processes category list
Data Source Select the data source rule associated with this category.
When Optional. Select a condition to display this category of tasks.
Behavior  Show Tasks Only – This category will be included as a task category in
the Interaction Driver. Tasks in this category will not be evaluated for
suggestions and will not appear in the Suggested processes area of the
Interaction Driver.

 Suggestions Only - Tasks in this category will be evaluated for

suggestions only. This category will not appear in the Interaction Driver.

 Show Tasks & Suggestions - displays the category and evaluates the
contents for suggestions.

Use Dynamic Check this box if you want CPM to dynamically set the default category of the
Default Other processes area in the CPM Interaction Driver based on a value you can
Category? configure. If checked, CPM will use the declare expression,
CADynamicDefaultCategory, to determine the default category. You can
configure this expression to meet your site’s needs. If CPM cannot determine
a valid category based on this expression, it will use the default category
specified in the Default Category field (see below).
Default Category The selection list to use as the default within the Interaction Driver display
Show End Check this box to indicate an end interaction task to be added to the process
Interaction queue
Custom Used to reference a custom HTML fragment rule that controls event handling
Fragment
Check Offers Check this box to evaluate campaigns. If unchecked, CPM will not evaluate
any campaign rules nor suggest any offers.
Allow Queuing Check this box to enable operators to select and queue processes. This
option is only used for the Tabbed navigation method.
Show Interaction Check this box to display the interaction log. This option is only used for the
Log Tabbed Navigation method.

4. Click Save.

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Adding Workflow Processes to Interaction Task Categories
If you create a new workflow, you can add it to an Interaction Task Category that
appears in the CPM Interaction Driver.

To add a workflow to an interaction driver category:

1. From the App Explorer, select Rule-PegaCA-Intent-Task to display a list of
instances. Select an instance similar to the one you want to add and click Save
As. Alternately, using the Interaction Driver Tasks landing page ( > CPM
Interactions > Interaction Driver > Tasks), view a list of instances and click
Add.

2. Enter a class value. This Applies To value determines in which category list the
task appears. For example, if you use PegaCA-Interface-Account, the task
appears in the Account list.

3. Enter a task Name and save it to your RuleSet.

4. Enter the following:

Field Description
Short Description Required. Enter a short description, which appears in the appropriate task
selection lists within the application.
Task Tab
Task Type Standard – Used for tasks within CPM
External – used for tasks that live on other Process Commander systems
Advanced – reserved for future use; no fields on the advanced task type
should be utilized

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 Associated Class Choose a PegaCA-Work-Interaction class to which the task applies.
(standard task) Choices include:

 PegaCA-Work-Interaction

 PegaCA-Work-Interaction-Call

 PegaCA-Work-Interaction-InCorr

 PegaCA-Work-Interaction-Outbound

 PegaCA-Work-Interaction-Research

 Your site-specific interaction classes

Choosing PegaCA-Work-Interaction makes the task visible to all interaction

types.
Starting Activity Enter a Rule-Obj-Activity defined in the Interaction class.
(standard task)
System Reference The PegaApp-Admin-Server instance that refers to the external Process
(external task) Commander server that owns the task

SnapStartURL (external The string, including parameters, that is used to call the task on the
task) external Process Commander Server

Show in List of Uncheck this box to prevent the task from showing in the list of tasks
Available tasks? available in the Interaction driver.

Tabbed Navigation Runs on interaction – Select if this task runs on the interaction object only;
Options (standard and it does not instantiate a separate work object
external types)
Requires tab in focus – reserved for future use
Field Description
Criteria Tab
Intent Conditions The intent conditions list shows Rule-PegaCA-Intent-When rules defined in
the Interaction class. When an instance of the Intent-When class is
specified, the IntentLed flag is set. CPM then scans all tasks with the
IntentLed flag set and checks the Intent-Whens to find any that evaluate
to True. If any evaluate to True, the task appears as a suggested process
or automatically queue the task. See “Configuring Intent Rules” in
Chapter3 for more information on configuring intents.
Action Select Suggest to suggest the task to a CSR; select Queue to automatically
queue the task.
Visual Cue Click the Lookup icon and select the visual cue that will associated with the
task

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 Security Tab
Privilege class & If used, the user must have this privilege in order for the task to appear in
Privilege Name the appropriate interaction driver category; entry is the same process used
to enter this for flow actions
Contact Roles This tab is a placeholder for security information.

5. Click Save.

Creating Multiple Interaction Driver Categories for Tasks in the

Same Class
Using the following procedure, you can create an Interaction Driver Category for tasks
that execute on the same clipboard page as an existing category.

To create a new category:

1. Add a new class instance in which to save your Rule-PegaCA-Intent-Task
instances. The class you create should not inherit from any class that already
has Rule-PegaCA-Intent-Task instances. For example, if you want to create a
category for billing tasks, you create a new class instance of PegaCA-Work-
BillingTasks.

Note: This class is not the work object class. Its only purpose is to generate the list of
tasks for your new interaction driver category.

2. Create a Rule-PegaCA-Datasource instance using the procedure described in

Configuring Data Sources.

a. In the Page field, specify the clipboard page on which the task
executes

b. In the Class field, specify the class created in Step 1

3. Create Rule-PegaCA-Intent-Task instances for each task you want to appear in

this new category. Use the procedure described in Adding Workflow Processes
to Interaction Task Categories. Apply the instances to the class you created in
the previous step — for example, PegaCA-Work-BillingTasks.

4. Using the procedure described in Adding Task Categories to the Interaction

Driver add a new category to the Rule-PegaCA-InteractionDriver instance.

a. Select the data source you created in step 2.

b. Choose a relevant behavior option and a when condition, if desired.

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Displaying Top-Rated Knowledge Links
The interaction driver in Tabbed Navigation mode can display links to top-rated
knowledge content below the task menus. This allows CSRs to access via a single click
the most popular knowledge articles referenced by CPM users.

Top-rated content is included in the section called PegaCA-Work-

Interaction.CPMEmbeddedKCForTabbedNav that can be overridden to customize the
display of content or modify the selection criteria.

Note: This feature is available only for Tabbed Navigation.

To enable this feature

1. Display the interaction driver rule you want to enable.

2. In the Tabbed Navigation Options section of the Interaction Driver tab, check
the Show Embedded KC box.

3. Click Save.

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Adding Custom Content to an Interaction Driver
You can use a predefined section called CPMInteractionDriverExtension to add custom
content to an interaction driver in Tabbed Navigation mode. When configured, the
section appears at the end of bottom of the driver when it is displayed.

1. In the Find gadget, type CPMInteractionDriverExtension. Select it and save it to

your Ruleset.

2. Add the content, lists, text, etc. you want to display.

3. Click Save.

Note: This section is embedded inside the CPMSelectArea section rule.

Suggesting or Queuing Business Processes

During a customer interaction, CPM presents the CSR with suggested processes based
on criteria you configure.

These processes appear in the Suggested Processes are of the Interaction Driver. You
can modify the available business process suggestions and the processes that display
them.

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 Business Process Suggestions Using the Classic Navigation Method

Business Process Suggestions Using the Tabbed Navigation Method

To see a full list of Intent When suggestions, as well as a list of references to those
suggestions, use the Suggestions landing page.

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Evaluating Suggestions for Different Interaction Types
CPM Interaction driver rules control the task categories that are evaluated to
determine suggestions during an interaction.

CPM supports a number of interaction driver classes, each of which drives a particular
type of interaction. See Adding Workflow Processes as Interaction Tasks for additional
information about the interaction driver.

To specify the suggested processes to be evaluated for interaction types:

1. From the App Explorer, select Rule-PegaCA-InteractionDriver and display a list
of instances. Alternatively, use the Interaction Driver landing page ( > CPM
Interactions -> Interaction Driver), to view a list of instances.

2. Select an instance and save it to your RuleSet.

3. On the Interaction Driver tab, complete the fields described in the procedure
Adding Task Categories to the Interaction Driver. To specify whether
suggestions are evaluated for a given category, choose the appropriate
Behavior for that category.

4. Click Save.

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Modifying Business Process Suggestions
You can add criteria to intent tasks to evaluate whether a process should be suggested
to the CSR or automatically queued to the interaction screen.

To add or modify business process suggestions:

1. From the App Explorer, select Rule-PegaCA-Intent-Task to display list of
instances. Alternately, using the Interaction Driver Tasks landing page ( >
CPM Interactions -> Interaction Driver -> Suggestions), view a list of instances.

2. Select the task you wish to suggest and save it to your RuleSet. In this
example, the task for DisputeTransaction is used.

3. On the Criteria tab:

a. Select an Intent Conditions value from the selection list. See Configuring
Intent When Rules.

b. Indicate if you want to suggest the process to the CSR or queue the process
for the CSR when the condition evaluates to True.

c. Select the Visual Cue you want to associate with the condition from the
image catalog that displays when you click the Lookup icon

d. You can specify multiple intent conditions on this form. They will be
evaluated as OR conditions.

4. Click Save.

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Configuring Intent When Rules
Intent When rules contain the criteria that is used to suggest task or campaigns to a
user. CPM Intent When rules can be re-used between multiple Intent Task and
Campaign rules.

For information on associating Intent When rules with business processes, see
Suggesting or Queuing Business Processes. For information about associating Intent
When rules with offers and campaigns, see Setting Up Campaigns and Opportunities in
the Configuring Other CPM Components chapter.

To add or modify an Intent rule:

1. From the App Explorer, click Rule-PegaCA-Intent-When to display a list of
instances.

2. Select an instance, enter a name and save it to your RuleSet.

3. Complete the fields on the Criteria tab described in the table below. Clicking
the arrow next to a label expands it to display additional entry fields.

Field Description
Short Description Required. Short description of the task, which appears in task selection lists
throughout the application.
Label Assign a label to the criterion that can be referenced in the logic field.

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 Field Description
Data source Select a valid data source. Default sources include:

 Account – used to evaluate data regarding an account

 Contact – used to evaluate data regarding a contact

 Event – used to evaluate whether a particular task occurred (for example, for
a recent address change, suggest this process)

 Interaction – used to evaluate data pertaining to the interaction object

 Item – used to evaluate data pertaining to a service item

 IVRData – used to evaluate data received from the interactive voice response
(IVR) system

 Likelihood – used to evaluate adaptive suggestions

 RecentInteractionsByAccount – used to evaluate data pertaining to recent

interaction objects for an account

 RecentInteractionsByContact – used to evaluate data pertaining to recent

interaction objects for a contact

 RecentItemsByAccount – used to evaluate data pertaining to recent service

objects for an account

 RecentItemsByContact – used to evaluate data pertaining to recent service

objects for a contact

 No Source – defined by the Pages & Classes tab

Field Select the property to be evaluated; the list includes properties available for the
selected data source.
Operation Select the comparison operation
Value Enter the comparison value
Task Class Select a class; this field appears only if a data source of type “event” is selected
Task Name Select a task within the specified category; this field appears only if a data source
of type “event” is selected

4. Click Save.

Configuring Task Suggestions on the Confirm Harness

During services processing, task suggestions can be configured to appear on the
confirm harness. This feature increases the visibility of specific intent suggestions
during service processing. This capability is enabled and demonstrated in the sample
Statement Request process.

Note: This feature is supported for Tabbed Navigation displays only.

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Task suggestions are limited to suggestions based on Intent-When conditions that,
when true, display the associated intent tasks on the harness.

To configure task suggestions on the confirm harness:

1. Create the Intent-When rule.

2. In the Find gadget, type CPMTaskSuggestionsOnConfirm. Select the map value

rule instance and save it to your RuleSet.

3. List the Intent-When conditions that, when true, enable the display of the
associated intent tasks.

4. Click Save.

Getting Task Suggestions from Other Applications

CPM processing includes extension points that can extend the configuration to call 3rd
party applications to determine appropriate task suggestions. This is typically used to
call predictive or adaptive analytic engines to provide the suggestions using predictive
and/or adaptive models.

A sample RuleSet is available in the CPM Resource kit located on the installation media
that demonstrates integration with Process Commander’s Decision Strategy
Manager (DSM), a separately licensed component.

For information about DSM see the PDN article About the Decision Strategy Manager.
For licensing information, contact your account executive.

Configuring Data Sources

CPM uses Data Source rules extensively throughout the system. Data sources are
used to abstract class, clipboard references, and other parameters in order to simplify
configuration of:

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  Interaction Driver tasks and suggestions

 CPM Composite displays

 Data references within dialog scripts

 Portal search data retrieval and display

To add a data source:

1. From the Rules Explorer, select Data > CPM Datasource to display a list of
instances.

2. Select an instance and save it to your RuleSet.

3. Enter the following:

Field Description
Details Tab
Short Description Short description of the data source
Type Select whether the data source is a page, list, or special
Page Enter the name of the clipboard page to use for this data source
Class Enter the class of the clipboard page entered in the Page field
Property Optionally, if you selected a List type of data source, enter .pxResults
as the property name
Property Class Optionally, if you selected a List type of data source, enter the class of
the .pxResults list
Composite Data Source? Check this box to indicate that this data source may be used as a
composite data source. This field will be evaluated in order to
populate data sources within the Interaction Driver and CPM
Composite landing pages.
Dialog Data Source? Check this box to indicate that this data source may be used for data
references within dialog scripts. This field will be evaluated in order to
populate the data source selection field when configuring dialog
scripts via the CPM Configuration Tools wizard.

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 Field Description
Show News Feeds? Determines whether the ‘News’ tab will be available on data source
composites for data sources of this type. Users must also have an
associated privilege to view.
Use as Favorite? Determines whether this data source type can be used as a ‘Favorite’
in the My Favorites gadget. Users will see an ‘Add to Favorites’ button
in the UI fpr this data source in case portals.
Portal Smart Info Sets the activity to use to populate SmartInfo data shown when a
Activity user expands one of his ‘favorites’ from the My Favorites gadget.
Properties Tab
Property Properties included on this tab will be used to populate the list of
available fields that users can insert into dialog scripts using the CPM
Configuration Tools wizard.
Search Tab
Use in portal search? Check this box to indicate that CPM should use this data source when
performing a portal search function
Search activity Select the integration activity that should be used to perform the
search operation
Retrieval Tab
Default Interaction Specify the name of the class that should be used as a temporary
Container container for retrieving and displaying results when a user selects a
result from the portal search results list
Display Harness Specify the name of the harness that should be used to display data
when the user selects a result from the portal search results list
Retrieval Activity Specify the name of the activity that should be used to retrieve data
needed to display data when the user selects a result from the portal
search results list

4. Click Save.

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Configuring Adaptive Suggestions
CPM tracks usage of tasks and campaigns and dynamically suggests tasks or offers for
“like” customers.

This topic describes how to:

 Disable adaptive suggestion features

 Configure adaptive suggestions for tasks or offers

 Change the data used to categorize customer intent usage

 Change the frequency by which intent usage data is tallied

Globally Disabling Adaptive Suggestions

As shipped, CPM is configured to automatically capture usage data for tasks and offers
in order to make adaptive suggestions. To turn off collection of intent usage data, and
disable adaptive suggestions globally:

1. In the find gadget, type CAUseFeqScoring. Select the When instance.

2. On the Conditions tab, set the value to false.

3. Click Save.

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Configuring Adaptive Suggestions for Tasks or Offers
CPM will evaluate intent usage data for “like” customers as well the percentage
likelihood value you configure in order to suggest a task or offer during a customer
interaction. As users select tasks and accept offers, CPM will calculate frequency and
dynamically alter the suggestions presented to the user.

To configure an adaptive suggestion, first create an Intent-When rule that specifies the
likelihood percentage that should trigger a suggestion.

1. From the App explorer, select PegaCA-Work-Interaction > Decision >Intent

When. Click New.

2. Enter a name for the intent. Save it to your RuleSet.

3. On the Criteria tab, select likelihood as the Data Source.

4. Enter the likelihood percentage that you want to use. It is not necessary to
enter other customer criteria (e.g., CustomerValue = Gold), as CPM will
automatically match according to the system-wide customer data criteria you
configure. See the procedure, To Change the Data Used to Capture Customer
Intent Usage, on the next page.

5. Click Save.

6. On the Criteria tab of your Intent-Task or Intent-Campaign rule, associate the

Likelihood Intent-When you created. See Modifying Business Process
Suggestions.

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Changing Data Used to Capture Customer Intent Usage
CPM will automatically capture and match certain customer data when evaluating
likelihoods. By default, CPM matches on CustomerValue and Interaction Goal.

To change the context data that is captured and used by the system when
evaluating adaptive suggestions:
1. Create a class that inherits from the PegaCA-Data-ContextSnapshot class.

2. Determine what data elements you want to track. This data will be used to
categorize customer interaction (context) data and intent usage data. The data
you select should represent categories of customers or interaction types for
which you think likelihood may vary. This data must be available on the
clipboard for your customer interaction objects.

3. For each of the data elements you want to track:

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 a. add the property to the class you created in Step 1

b. add the property to the PegaCA-Data-IntentUsageSummary class

4. Update the database tables used to store interaction context data and intent
usage summary data. Update these tables to expose the properties you created
in Step 3.

 pca_intent_context

 pca_intent_usage_summary

5. Update the Data-Admin-DB-Table instances for the class you created in step 1
and the PegaCA-Data-IntentUsageSummary class to reference the database
tables you modified in Step 4.

6. Create a copy of the PegaCA-Data-.getContextMapping activity and save it to

your RuleSet.
In step 1 of the activity, set the class Name you created in Step 1.

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 7. Copy the PegaCA-Data-ContextSnapshot.CAMapContextData activity to the
class you created in step 1. Save it to your RuleSet.
Update the activity to map the data properties you created in Step 3.

8. Modify list view activities to use your new properties.

a. Copy the CACreateSummaryIns activity to the class you created in step 1.

Save in your RuleSet. Update Step 6 of the activity to include the
properties you created in Step 3.

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 b. Copy the CACreateSummaryInsInteraction activity to the class you created
in step 1. Save in your RuleSet. Update Step 7of the activity to include the
properties you created in Step 3.

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 9. Copy the PegaCA-Data-ContextSnapshot.CAAggregateData list view to the
class you created in Step 1.
On the Display Fields tab, enter the properties created in Step 3 of this
procedure.

10. Copy the PegaCA-Data-ContextSnapshot.CAAggregateInteraction list view to

the class you created in Step 1.
On the Display Fields tab, enter the properties created in Step 3.

11. Copy the PegaCA-Data-IntentUsageSummary CAIntentUsageForDemographic

list view to the class you created in Step 1.
On the Display Fields tab, enter the properties created in Step 3.

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 12. Update the activity CAGetIntentFrequencies activity to reference the properties
you created in Step 3.

13. Create a copy of the PegaCA-Data-Intent-UsageSummary CAIntentUsage List

View instance in your RuleSet.
Add the properties you created in Step 3 to the Show These Fields area of the
report.

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Changing the Frequency of Intent Usage Data Tallying
1. From the Class Explorer, select Rule- > Agent-> Queue to display a list of
queues. Select the CPM Agents instance.

2. Update the interval setting for the CAAggregateData agent.

3. Click Save.

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Configuring Interaction Preferences
This topic describes:

 Configuring Customer Verification

 Defining Call Reasons

 Configuring the CPM Interaction Timer

 Changing Default Caller Satisfaction and Disposition Settings

 Changing Net Promoter Settings

Configuring Customer Verification

CPM has two verification options - account verification and contact verification. A map
value specifies which type of customer verification to use during an interaction.

To configure the map value:

1. From the App Explorer, select PegaCA-Work > Decision > Map Value >
AppVerificationParam.

2. Save it to your RuleSet.

3. Modify the Default Value. You can select Contact, Account, or None if you want
no verification.

4. Click Save.

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Defining Call Reasons
CPM automatically determines the reason for an interaction and presents that value
during the interaction wrap-up.

A map value rule lets you specify how the reason is determined.

To change the CAMethodToSelectReason Map Value:

1. From the App Explorer, select PegaCA-Work- Interaction >Decision > Map
Value > CAMethodToSelectReason.

2. Save it to your RuleSet.

3. Add, modify, or delete the Default values. The possible values are 1, 2, or 3:

 1 = First interaction event

 2 = First work object created; if no work object is created, the first interaction event is used

 3 = Longest interaction event

4. Click Save.

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Configuring the CPM Interaction Timer
CPM displays an interaction timer control to give users a visual cue as to interaction
handle time. Interaction duration is shown in hours:minutes:seconds in relation to the
goal and deadline defined within the SLA object for the interaction work type. The
color of the icon will change from green to yellow to red as the duration exceeds the
goal and deadline time.

Configuring the SLA Used by the Interaction Timer

CPM uses the overall SLA object for the interaction object in the pyDefault model for
the class.

1. Use the CPM Interaction Types landing page to select the overall SLA instance
used for that interaction type. Select > CPM > Interactions > Interaction
Types.

2. Expand an interaction type within the list and click the rule name in the
Overall SLA Definition field.

3. Save this instance to your RuleSet.

4. Set the goal value to the goal for the interaction time.

5. Set the deadline value as the maximum for your interaction time.

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 6. Repeat this procedure for each of the interaction work types that will be used
by your application.

7. Click Save.

Changing Default Caller Satisfaction and Disposition Settings

The ContactDispositionSelect HTML property contains the options available when
indicating caller satisfaction level and disposition.

To modify the Contact Disposition options:

1. In the Find gadget, enter CAContactDispositionSelect.

2. Select the HTML Property instance applied to PegaCA-Work and save it to your
RuleSet.

3. On the HTML tab, modify the disposition values as necessary.

4. Click Save.

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Changing Net Promoter Settings
During interaction wrap-up, CPM will calculate Net Promoter scores based on the
response to the question “Would you recommend us to a friend?”.

The CANetPromoterScores HTML property contains the responses available.

To modify Net Promoter response options:

1. In the Find gadget, enter CANetPromoterScore.

2. Select the HTML Property instance and save it to your RuleSet.

3. On the HTML tab, modify the values as necessary.

4. Click Save.

To modify Net Promoter categories:

CPM categorizes responses as “Promoter”, “Detractor” or “Passive” using the
CADetermineNetPromoterCategory decision table. To modify the categories:

1. In the Find gadget, enter CADetermineNetPromoterCategory.

2. Select the Decision Table instance and save it to your RuleSet.

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 3. On the Table tab, modify the logic as necessary.

4. Click Save.

Configuring Suggested Work Item Reviews

Based on criteria that you configure, a process can suggest a review of a pending work
item to a CSR during a customer interaction based on criteria you configure.

To configure a suggested review:

1. From the Class Explorer, select Rule- > Declare- > CaseMatch to display a list
of instances.

2. Select CAReviewServiceItems in the MyCoCA RuleSet and save it to your

RuleSet.

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 3. On the Evaluation tab, enter a cutoff score and select the method you want to
use to match cases.

4. Enter the match conditions you want to use to evaluate the work criteria.

Note: For a case to be selected, the combined score for that work item based on all the
conditions you configure must be greater than or equal to the value in the cutoff score field.

5. Click Save.

Working with Interaction Goals

Topics in this section are:

 Configuring Interaction Goals

 Configuring Customer Experience Blueprints

Configuring Interaction Goals

CPM creates interaction goals that can be referenced as a circumstance to vary service
request processing or as criteria to suggest or queue processes to the user.

Interaction goals are configured declaratively using business criteria defined in a

decision table rule. During processing, the InteractionGoal property uses a declare
expression rule to call that decision table.

To configure interaction goal criteria:

1. From the App Explorer, select PegaCA-Work > Interaction >Decision > Decision
Table > DetermineInteractionGoal.

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 2. Save it to your RuleSet.

3. On the Table tab, enter the parameters in the Conditions table based your
desired configuration.

4. Click Save.

Configuring Customer Experience Blueprints

The customer experience blueprint enables users to explore the impact and
relationship of circumstanced rules for each interaction goal. The control shows rules
that make up the following categories: communicate; process; decide, and monitor.

See the Customer Process Manager User Guide for information about how to use the
Customer Experience Blueprint control.

Note: The customer experience blueprint only works in IE browsers.

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To configure the customer experience blueprint for your interaction goals:
For each goal you have defined in the PegaCA-Work-
Interaction.DetermineInteractionGoal decision table, create an InteractionGoal field
value.

1. From the App Explorer, select PegaCA-Work >Data Model > Field Value. > New.

2. Enter the following:

Field Description
Applies To The name of your site-specific work class that inherits from
Field Name InteractionGoal
Field Value The name of your interaction goal
Description The name of your interaction goal
Localized Label The name of your interaction goal

3. Click Save.

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To configure the rule types that are displayed in each blueprint quadrant:
Optionally, you can change the mapping of rule categories that included in the display
of blueprint quadrants:

1. In the Find gadget, enter CACustExperienceXML to display the XML rule for the
blueprint quadrants.

2. Save it to your RuleSet.

3. In the XML tab, update the values list for the quadrant category. In this
example, the quadrant name is Process.

4. Click Save.

Configuring Dialog Controls

This section includes the following topics:

 Configuring the Dialog Method

 Defining Dialog Script Skill Levels

 Defining Reference Properties with Dialog Scripts

 Configuring Tabbed Navigation Interaction Greetings

Configuring the Dialog Method

CPM supports two methods for processing dialog scripts.

 Flow action-based dialog ― the system presents dialog for a process/flow action combination. Dialog
can be associated with any flow action, and the UI will dynamically adjust the dialog based on the
currently selected flow action. This is the default CPM setting.. No configuration to flows is required to
use this method.

 Assignment-based dialog ― the system presents dialog for a process/assignment combination. If the
user selects multiple flow actions within the assignment, the dialog does not change. To use this
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 method, developers must create a dialog HTML instance and associate it to an assignment within the
workflow. This was the default CPM setting prior to the V6.1 release of CPM

Configuration of the dialog scripts for both methods is implemented using the Business
Analyst ConfigurationTools control as described in the Customer Process Manager User
Guide.

You can configure the dialog method the system uses in two ways:

 Using the Dialog Options landing page

 Using the CPM Application Settings map value

To change the dialog method using the Dialog Options landing page:

1. Open the landing page via > CPM > Dialog Management > General Options.

2. Click Update.

3. Choose the Dialog Method from the pull down options.

4. Click Save or Check In.

To change the dialog method using the CAApplicationSettings map value rule:
1. Open the CAApplicationSettings map value rule in PegaCA-Admin-
ApplicationSetting via the Rules Explorer.

2. Save it to your RuleSet.

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 3. Click Save.

Defining Dialog Script Skill Levels

Based on skill definitions, CPM can display different dialog scripts to CSRs during
customer interactions.

When condition rules define the name of an operator skill level. In CPM, the default
skill names are CACSR1, CACSR2, and CACSR3.

To change the operator skill definition, you can replace the default skill definition
(CACSR) with a skill that you create.

To define skill level names:

1. From the App Explorer, select PegaCA-Dialog > Decision > When > CACSR1.

Note: if you have specified a different dialog class for your application, you select that class
instead of PegaCA-Dialog.

2. Enter a rule name that is a concatenation of ‘CACSR’, your skill name and a skill
level (i.e. CACSRBilling3). Save it to your RuleSet in your application’s dialog
class. The ‘When’ rule must begin with ‘CACSR’ in order to be used to
conditionally display dialog text.

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 3. On the Advanced tab, update the skill level in the field name.

4. Click Save.

5. Repeat this process for each of the skill levels you want to define.

Defining Reference Properties with Dialog Scripts

CPM allows you to define the customer reference properties that a user can insert into
a dialog script using the CPM Configuration Tools wizard. These property references
are defined within CPM DataSource rules.

To define customer reference properties for scripts:

1. From the Rules Explorer, select Data- > CPM DataSource and display a list of
instances. Select an instance and save it to your RuleSet.

Note: The rule must have the Dialog Data Source box checked for use with the CPM
Configuration Tools wizard.

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 2. On the Detail tab, select the page and class of the Property Source.

3. Check the Dialog data source? box.

4. On the Properties tab, select the properties that can be used to include in
dialog scripts. Users will be able to select from these properties when using the
CPM Configuration Tools wizard to create or modify dialog scripts.

5. Click Save.

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Configuring Tabbed Navigation Interaction Greetings
For the tabbed navigation method only, the HTML instances used for initial and
secondary interaction greetings must be specified in the Interaction Driver rule.
Alternatively, you can specify the greetings using the Dialog Options landing page.
See the Using CPM Landing Pages chapter for more information.

This procedure is not necessary in Classic Navigation mode, as the system can
determine the appropriate dialog from the CAInteractionDriver flow itself.

To configure interaction greeting dialog (Tabbed Navigation only):

1. From the Rules Explorer, select Process- > Interaction Driver and display a list
of instances. Select an instance and save it to your RuleSet.

2. On the Dialog tab, enter the name of the HTML instance rule (PegaCA-Dialog
class) you want used in the initial and secondary interaction greetings.

3. Click Save.

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Chapter 6: Configuring Service Processes
This chapter describes the ways in which you can extend CPM service process
functions by:

 Manually creating new service processes

 Using the CPM Service Process Accelerator to create new service processes

 Creating knowledge content and processes

 Configuring communication processes

 Changing CPM default values

 Integrating external PRPC processes with CPM

Manually Creating New Service Processes

Follow the 13 steps described on the following pages to create new service workflows
that you can launch from CPM.

Note: As an alternative to this manual procedure, you can use the CPM Service Process Accelerator to
create new service processes. See Using the CPM Service Process Accelerator.

Step 1: Creating a new service object class

Create a new concrete class for your service object under the PegaCA-Work class.

Prior to adding a class, you may need to copy the PegaCA-Work class group into your
RuleSet.

1. From the Class Explorer, select PegaCA-Work. Click next to the class that is
most like the one you want to create to display the Class form.

2. Save it to your RuleSet.

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 3. In the Settings section of the General tab, verify that the class is Concrete
and that it belongs to a class group. Enter PegaCA-Work in the Class Group
and Class Inheritance sections. If your service process will be a PRPC case,
set the parent class to PegaCA-Work-Cover- or to a site specific class that
inherits from PegaCA-Work-Cover-.

4. Click Save.

Step 2: Creating new service object properties

1. From the App Explorer, select PegaCA-Work > Data Model >Property to display
a list of all inherited properties for the class.

2. Right click Property and select New.

3. Enter the AppliesTo class from Step 1, the Property Name and Property
Type.

4. Save it to your RuleSet.

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 5. On the General Tab, complete the property definition.

6. Click Save.

Step 3: Creating new service workflows

CPM uses standard facilities to:

 Include service object references within the interaction log during a customer interaction -
Log activity

 Manage the housekeeping necessary to switch between a service object and an interaction
object during the course of a customer interaction - CAReturnToCaller activity

 Manage the dialog scripts associated with your service flow if you are using the
assignment-based dialog method - CADialog assignment rules and HTML dialog instances

These activities have been incorporated into a sample service workflow to help you
develop your own service workflows.

To create a custom workflow:

1. From the App Explorer, select PegaCA-Work > Process > Flow >
SampleCPMServiceFlow to display the flow definition.

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 2. Click Save As, enter the Class Name from Step 1 and save it to your RuleSet.

3. On the Pages & Classes tab, reference the new class you created.

4. Use the following standard Assignment activity rules within your flows.

 CADialogWorklist

 CADialogWorkBasket

 CADialogWorkListOrBasket

Note: If you are using flow-action based dialog methods, you can use standard Process
Commander assignments. If you are using assignment-based dialog methods, you must use
the CPM assignments listed above. For more information about dialog methods, see
Configuring the Dialog Method.

5. Create new HTML instances for the dialog associated with each assignment.
Create the new instances in the PegaCA-Dialog class and include the name of
the HTML instance in the parameter property panel of the assignment.

Skip this step if you are using flow –action based dialog methods.

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 6. Click Save.

7. Create additional workflow elements (such as flow actions, local actions, and
utilities) based on your process needs. See Application Developer Help and PDN
for more information about creating these rules.

Step 4: Creating starting workflow activities

In this step, you create an activity for your new workflow that calls the standard
CAStartFulfillmentTask activity.

1. From the App Explorer, select PegaCA-Work-Interaction > Technical > Activity.

2. Select the sample starting activity CASampleStartingActivity.

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 3. Click Save As. Enter PegaCA-Work-Interaction in the Applies To field, the
Activity Name, and save it to your RuleSet.

4. On line 5 of the Steps tab, click to expand the method and then enter a
value for the WorkType parameter for your new workflow. This WorkType value
is referenced by a Map Value rule that you create in Step 8.

Note: To test your new workflow, you must complete the remaining six steps in the
Creating New Service Workflows process.

5. On the Pages & Classes tab, enter CAInteraction as the Page Name and
PegaCA-Work-Interaction as the Class.

6. On the Security tab, add PegaCA-Work-Interaction as the Privilege Class.

7. Click Save.

Step 5: Creating service levels

1. From the Class Explorer, select Rule->Obj-> Service Level and display a list of
instances. Select an existing service level instance such as Default in the Work-
class.

2. Click SaveAs. Enter the class name in the Applies To field and enter a Service
Level name. You will use this name as the value of the .pySLAName property in
Step 6. Save it to your RuleSet.

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 3. On the Events tab, enter your service level detail.

4. Click Save.

Step 6: Creating default workflow models

In this step, you create a model for your new class that references the associated flow
name and description.

1. From the App Explorer, select the PegaCA-Work >Statement Copy>Model >
pyDefault.

2. Enter the class name from Step 1 in the AppliesTo field, the Model Name and
Short Description.

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 3. Save it to your RuleSet.

4. Enter the following:

Field Description
.pyFlowName The name of the workflow you created in Step 3
.pyLabel field Description of the workflow you created (in quotes)
.pyDescription Description of the workflow you created (in quotes)
.pySLAName The name of the service level rule you created in Step .

5. Check the Call superclass model? box.

6. Click Save.

Step 7: Configure the PRPC Case Type Rule

NOTE: This step only applies if your service item will be a PRPC case (cover). For standard work
items (non-covers), you can skip this step.

1. Create a new case type rule, or copy an existing one from another service
process. The name of the rule will be set to pyDefault automatically.

2. Configure the case type options:

a. Select the starting workflow for supporting processes. This should be

set to Manually Start.

b. Select any coverable work types that can be added to the case in the
Coverable Work Types section.

Step 8: Adding workflow processes as interaction tasks

In this step, you create a new Rule-PegaCA-Intent-Task instance for your new
workflow process that references the starting activity you created.

To create a new task:

1. From the App Explorer, select Rule-PegaCA-Intent-Task to display a list of
instances. Select an existing task, such as ChangeGenInfoin the PegaCA-Work-
Interaction class.

2. Save it to your RuleSet.

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 3. Select the Standard task type from the dropdown.

4. In the Associated Class field, enter PegaCA-Work-Interaction. The class the

rule is applied to determines the category in which the task appears on the
interaction driver. The class is NOT the name of the class entered in Step 1.
For more information, see Adding Workflows as Interaction Tasks.

5. In the Starting Activity field, enter the name of the activity you created in
Step 4.

6. Check the Show in List of Available Tasks check box to add the workflow to
the Interaction Driver Selection list.

7. Click Save. To have your new process suggested to CSRs based on specified
criteria, see Configuring Business Process Suggestions.

Step 9: Adding workflows to the work class map value rule

Before your new work object can reference the class you defined, you must add the
object to the CAWorkClass.

1. From the App Explorer, select PegaCA-Work > Decision > Map Value >
CAWorkClasses.

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 2. Add a row and enter your new Work Type and its associated Class Name. Use
the work type that you entered as the WorkType parameter value in Step 4.

3. Click Save.

Step 10: Creating field values

In this step, you create three field values that display service object information on the
review and confirmation work harnesses. The names of the field values are:

 ConfirmationTitle

 HeaderTitle

 SpecificInfoTitle

 TaskUsage

To create field values:

1. From the App Explorer, select PegaCA-Work > StatementCopy > Property >
FieldValue to display a list of pyCaption instances. Select ConfirmationTitle.

2. Click SaveAs. Enter the class name from Step 1 in the Applies To field and
save it to your RuleSet.

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 3. In the Localized Label field, enter the text you want to appear in the
confirmation title.

4. Click Save.

5. Repeat these steps for the HeaderTitle, SpecificInfoTitle, and TaskUsage

instances.

Step 11: Creating an HTML section

In this step, you create an HTML section that is used to display read-only information
to the user about the work object on all review and pop-up review forms.

1. From the App Explorer, enter PegaCA-Work > User Interface > Section >
CAWorkSpecific.

2. Click SaveAs. Enter the class name from Step 1 in the Applies To field and
save it to your RuleSet.

3. Update the layout to incorporate properties and captions for your service
process.

4. Click Save.

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Step 12: Updating your application rule
In this step, you add your new work type and class to the application rule for your
application.

1. From the Rules Explorer select Application Definition > Application to display a
list of application rules. Open the rule for your application.

2. On the Details tab, enter your new work type and class in the Name and
Implementation Class fields in the Work Type section.

3. Click Save.

Step 13: Creating an application use case

In this step, you add a use case rule for your new work type.

1. From the Rules Explorer select Application Definition > Application UseCase.

2. Right-click and select New. Select your Application Name and Work Type
that you entered in Step 11.

3. Enter a name for the use case. Click Create.

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 4. On the Definition tab, select the Trigger, Actor, Complexity, Status, Shape
and On Behalf Of.

5. Enter a description of the use case.

6. Click Save.

Using the CPM Service Process Accelerator to Create

New Service Processes
As an alternative to manually creating a new service process, the CPM Service Process
Accelerator wizard walks you through the configuration process. This wizard allows you
to quickly create a service process that can be launched from the CPM Interaction
Driver, and is subsequently visible in CPM reports, search options, and lists.

Topics covered in this section are:

 Setting up the CPM Service Process Accelerator

 Running the Accelerator

 Testing and Fine Tuning the New Process

 Troubleshooting

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Setting up the CPM Service Process Accelerator
Before you run the accelerator, you must configure the following site-specific values.

 Class structure

 Prefix

To configure your site-specific class structure and prefix:

1. From the search bar, enter CAApplicationSettings. Select the map value result.

2. Enter your site-specific values:

Field Name Description

Interaction Enter the name of your site-specific interaction class group that
inherits from PegaCA-Work-Interaction
Site Specific Workgroup Enter the name of your site-specific class group that inherits
from PegaCA-Work
ServiceClassGroup Enter the name of your site-specific class group that inherits
from PegaCA-Work
SiteSpecificPrefix Enter a text value. The CPM Service Process Accelerator will use
this value as a prefix when creating new rule instances.

3. Click Save

Running the Accelerator

1. Select > CPM > Services Case > Service Accelerator to launch the
accelerator.

2. Click Add to start a new process.

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 Note: Click Next >> to be guided through the accelerator entry screens. Click << Back to
return to the previous entry screen and click Cancel to exit the accelerator

3. Select the Application Name, Application Version, RuleSet Name and

RuleSet Version for the service process rules the accelerator will create.

4. Click Next>>.

5. Indicate whether you want to create a new work type or use an existing work
type, such as a work type created by the Process Commander Application
Accelerator.

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 If you select the option, Create a new work type, enter a work type and
description of the work performed by the work type. Enter use case details for
the work type.

The new work type you enter generates a new class instance and other rules
needed to support your process. The Accelerator removes any spaces between
words. Do not enter non-text characters. Examples of work types are:

 Product Survey

 Technical Support

 Order Fulfillment

The work description you enter is the text displayed in confirmation harnesses
and search options available to the user. Examples of work descriptions are:

 Product Survey Request

 Tech Support Case Order

 Fulfillment Request

If you select the option, Use an existing work type, select that work type
and enter use case details for the work type.

6. If you want your work new work type to be a case (and have the ability to
cover other work, as well as access PRPC Case Management features), check
the box next to ‘Create service process as a case’.

7. Click Next >>.

8. Select the Interaction Driver process list category value. Enter the
corresponding interaction driver text. If you want your new CPM service process
to appear in more than one category, you can manually add an instance of a
Rule-PegaCA-Intent-Task rule after you have finished using the Accelerator.

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 Optionally, select one or more intent rules, or add a new one. Then, specify
whether to suggest or queue the intent via the dropdown list. Finally, select the
image you want to associate using the search icon.

These rules suggest your new service process to users under conditions that
you specify. If you do not specify an intent for your process now, you can add it
later by updating the Rule-PegaCA-Intent-Task instance that is generated by
the Accelerator.

9. Click Next>>.

10. Define SLAs by entering the overall goal and deadline completion time for your
new service process. The default time unit is hours.

If you want to specify levels using different time units (days, for example) or
add escalation activities, you can manually modify the Rule-Obj-ServiceLevel
instance created by the Accelerator.

11. Click Next>>.

12. Optionally, add any properties you need for your new service process. For each
property, enter the property name, description and type. The Accelerator allows
you to specify simple property types. However, if your new process requires
complex properties, you can add them manually.

13. Click Next>>.

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 14. Select the display options for the properties you defined on the previous form.
Depending on the display selected, enter the list of values or the format. You
can change these rules or add property attributes by manually modifying the
Rule-Obj-Property instance created by the Accelerator.

15. Click Next>>.

16. Review the confirmation information. Click Finish to create the rules for your
new process. Click <<Back to modify your choices before creating the rules.

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Testing and Fine Tuning the New Process
After the accelerator creates your new process, it displays a screen from which you
can test and tune the process you just created.

To test your process:

Click the link in the Test Your Process section.

The accelerator launches a new session for you to start an interaction and test your
new process. Your process will be available in the Interaction Driver category you
selected. It will also appear in default search options, service item lists, and reports.

To fine tune your process:

1. Click the link in the Refine Your Process section to open your flow rule that
the Accelerator created. Customize this flow as needed to meet your application
requirements.

2. Click the link to open your HTML section rule to display and customize the
section rule that the accelerator created. This section rule is used in
confirmation and pop-up review harnesses.

Troubleshooting
This section describes issues that can occur when you use the CPM Service Process
Accelerator and how to resolve them.

Wrong process launched from the Interaction Driver

Problem: When you submit your new process from the CPM Interaction Driver,
another process launches - for example, Address Change.

Resolution: The CAWorkClasses map value rule instance in your CPM work class (for
example, PegaCA-Work) maps the Work Type and Work Class Value for your process.
If a work type is not found for this rule instance, the system uses the default class
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specified. Check your RuleSet hierarchy to make sure that the CAWorkClasses map
value updated by the Accelerator is the highest in the hierarchy.

Accelerator failed because of RuleSet restrictions

Problem: The Accelerator is unable to save certain rule instances due to RuleSet
restrictions.

Resolution: Verify that the class names entered in the Accelerator map values you
defined in your initial configuration do not have RuleSet restrictions defined in the
Restrictions tab of the Class instance.

Service processes are not showing up in service item search options

Problem: New service processes are not showing up in the item-type search options
available via the customer composite buttons.

Resolution: The default CPM configuration creates the list of service processes
dynamically using the Work-class. Check any custom configuration at your site to
determine if these functions were overridden.

Creating Knowledge Content and Processes

Knowledge content is a type of rule that enables you to index and reference
information stored within CPM or in external sources. Knowledge content provides
CSRs with relevant information in the following situations:

 CPM pop-up help functions

 Frequently-Asked-Questions (FAQ) process

 Materials Fulfillment process

 Reference Materials gadget

Knowledge content consists of the following rule types.

 Knowledge categories enable you to organize knowledge topics into like groups.

 Knowledge topics pertain to a particular knowledge category and reference the file,
activity, or URL that supplies the knowledge content. Multiple knowledge topics can be
created for a knowledge category.

Note: Authorized business users can associate knowledge topics with any process
screen using the CPM Configuration Tools control – See Using CPM Configuration Tools in
the Customer Process Manager User Guide.

 Knowledge processes are special CPM service processes that support and utilize your site’s
knowledge content. CPM supports the following knowledge processes:

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  Frequently Asked Questions (FAQ) — enables users to browse and search for knowledge
content; the system maintains a count of topics that satisfy inquiries to present the most
relevant content to the CSR

 Diagnostic — uses the Process Commander goal-seek capability to interactively prompt

users for information needed to diagnose a problem or situation

This topic describes the following processes.

 Creating a Knowledge Categories

 Creating a Knowledge Topic

 Authoring Knowledge Content

 Recommending Knowledge Content

 Enabling Knowledge Content Search

 Configuring Knowledge Content Rating

 Adding a FAQ Process

 Adding a Diagnostic Process

Creating Knowledge Categories

1. From the App Explorer, select Rule-Obj-FieldValue

2. Click New.

3. Enter the following click Create.

Field Name Description

Applies To Enter the name of the FAQ class that this category applies to;
If it can be applied to all FAQ processes, add it to the KM- class
Field Name Enter the text “KnowledgeCategory”; CPM uses this field name
to generate a list of categories
Field Value Enter the name of your knowledge category
Short Description Enter text describing your category
RuleSet and Select your RuleSet and Version
Version
4. Enter a value in the Localized Label field that can be used for display.

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 5. Click Save.

Creating a Knowledge Topic

1. Click > CPM > Knowledge Management > Content Inventory.

2. Click Add.

3. Use the SmartPrompt to select the Category containing the topic and enter a
Topic name.

4. Enter your RuleSet and Version and click Create.

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 5. Enter the following:

Field Description

Knowledge Content Tab

Content Language Enter the language in which the knowledge content is written.
Content Abstract Use the abstract to provide a meaningful summary of the content
(up to 1K of text). The abstract will enable users to determine that
the content is applicable without having to open the actual article or
link.
Content Type If URL is selected, enter the name of the URL in the ContentURL
field.

If File is selected, enter the File Type field (file suffix), and the
name of the Rule-File-Binary definition for the file.

If Activity is selected, enter the name of the activity that will obtain
and display content.

If Authored is selected, enter and format the text manually in the

Author Knowledge Context box that appears. Additional options for
authored content are described in the section entitled “Authoring
Knowledge Content”.

Criteria Tab - See topic Recommending Knowledge Content for more details
Security Tab
Privilege class & Privilege Name If used, the user must have this privilege in order for the content
to appear in Lists of knowledge content throughout the system
(Help, Service Processes, Search Results, etc).

6. Click Save.

Authoring Knowledge Content

CPM enables you to author and store knowledge content articles directly within the
system. To author content, create a content rule and select the type of Authored.
Authored content has several additional configuration options that are displayed on
your screen.

Field Description
External Allowed Select this option to enable the content to be available to requests from
external users or systems. Leave it unchecked to limit viewing the content to
internal (CPM) users only.
Content Use the content area to define and format a section of text to be used for
knowledge content. You may add additional sections of text by selecting the
icon below the section.

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 Field Description
Internal Check this box to limit an individual section to internal users. When used in
combination with the ‘External Allowed’ checkbox, you can create a single
article that can be re-used for internal and external users, but maintain control
over which sections are displayed for each.
Select the trash can icon to delete an entire authored content section.

Recommending Knowledge Content

In CPM, you can configure options on the Criteria tab of the knowledge content rule to
specify conditions under which a particular content rule is suggested to a user, even
though it may not be linked to a particular flow or flow action.

Configure the following options on the criteria tab to recommend the knowledge
content article during a process:

Field Description

Suggestion Classes Select associated classes for the Knowledge Content suggestions. The
content rule will be evaluated for suggestion only when the user’s active
work object class matches one of the specified suggestion classes. Classes
are evaluated with an Or condition if multiple classes are specified (Class A
or Class B or Class C, etc).
Intent Conditions Select Intent When conditions to be evaluated. If the Intent-when
conditions are met, and the user’s current work object class is on the
suggested classes list, the content will be recommended to the user.
Intent When conditions are evaluated with an Or condition if multiple
conditions are specified (When A or When B or When C, etc). The
combination of class and Intent When conditions are evaluated using an
And condition (Class A or Class B AND When A or When B).
Visual Cue Click the Lookup icon and select a visual cue that will be displayed when
the content is displayed as a result of a recommendation.

Enabling Knowledge Content Search

CPM provides an enhanced search capability for knowledge content that uses the
Lucene© search capability that is included with PRPC. Knowledge content searches in
the user portal and the Knowledge Content Inventory landing page utilize this
enhanced search. The search will find matches in any of the fields available in the
knowledge content rule, including the abstract and will also search the authored
sections of an authored knowledge content rule.

In order for this feature to work properly, PRPC rule indexing must be enabled.
Indexing can be access via the landing page System > Settings > Search and
enabled by clicking the Enable Indexing checkbox, checking‘Rules, Data, Work and
then clicking Re-Index button for each. You should wait for indexing to finish for one

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before starting the other indexing. Reindexing can take a very long time (3 hours) and
varies with the number of rules indexed. System can be used while indexing occurs
but any search results cannot be guaranteed complete until indexing does finish.

Configuring Knowledge Content Rating

CPM allows users to rate knowledge content to ensure the most useful content is
presented to users during help or FAQ processing.

When a user rates a piece of content, CPM stores their rating data in the
pca_rating_knowcont table in the PegaRULES database.

On a periodic basis, the CPM agent, RatingAggregateData, runs to roll-up ratings by

various users. The summary ratings are stored in the pca_rating_sum_knowcont table
in the PegaRULES database.

To change the interval of the knowledge rating agent:

1. From the Class Explorer, select Rule- > Agent-> Queue to display a list of
queues. Select the CPM Agents instance.

2. Update the interval setting for the CAAggregateData agent.

3. Click Save.

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Adding a FAQ Process
Follow steps 1 through 12 of the Manually Creating New Service Processes with
the following exceptions:

 Step1:Creating New Service Object Classes — add your FAQ process to your site-specific class
group that inherits from the PegaCA-Work-KM- class group

 Step 2: Creating New Service Object Properties — if you need additional properties for your custom
process, add them - Otherwise, skip this step; the properties to select and view knowledge topics
are already defined

 Step 3: Creating New Service Workflows — Copy the CASampleFAQ flow to your FAQ class, instead
of the SampleCPMServiceFlow

Adding a Diagnostic Process

Follow steps 1 through 10 of the Manually Creating New Service Processes with
the following exceptions:

 Step 1: Creating New Service Object Classes — add your Diagnostic process to your site-specific
class group that inherits from the PegaCA-Work-KM- class group

 Step 2: Creating New Service Workflows — copy the CASampleDiagnostic flow to your class
instead of using the SampleCPMServiceFlow

 Step 3: Creating Default Workflow Models —copy the model, pyDefault, from the PegaCA-Work-
KM-SampleDiagnostic class and update the .DiagnosisGoalProperty value to the name of the
property that the process is attempting to diagnose

 Step 6. Creating Default Workflow Models —copy the model, pyDefault, from the PegaCA-Work-
KM-SampleDiagnostic class and update the .DiagnosisGoalProperty value to the name of the
property that the process is attempting to diagnose

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For the property specified as the diagnosis goal, create a Rule-Declare-Expression and
a corresponding DecisionTree or DecisionTable. These declarative rules drive the goal-
seek Diagnostic process.

Note: For additional information about configuring Declarative rules, use the online Application
Developer Help and the PDN.

Configuring Communication Processes

A communication process is a workflow that enables a CSR to deliver customer-specific
messages based on message criteria you configure.

Creating a Communications Workflow

Step 1 : Create a message script
1. From the App Explorer, select PegaCA-Work-Interaction > Technical > HTML >
CAWelcomeMessage.

2. Save it to your RuleSet.

3. Enter the message script on the HTML tab. You can also insert clipboard
references into the HTML to personalize the message for the customer.

4. Click Save.

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Step 2: Create a starting activity
1. From the App Explorer, select PegaCA-Work-Interaction > Technical > Activity
> CAWelcomeMessage.

2. Save it to your RuleSet.

3. Expand step 1 and enter the name of the HTML record in the Properties Value
field.

4. Click Save.

Step 3: Create the communication flow

1. From the App Explorer, select PegaCA-Work-Interaction > Process > Flow >
CAWelcomeMessage.

2. Save it to your RuleSet.

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 3. Open the flow for editing and select the DisplayMessage assignment shape.
On the Edit tab of the properties panel, enter the name of the HTML script in
the Message field.

4. Save the flow.

Step 4: Create an intent task

1. In the Find gadget, enter CommunicationWelcome. Select the Intent Task
instance.

2. Save it to your RuleSet

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 3. On the Task tab, enter PegaCA-Work-Interaction in the Associated Class field
and the name of your activity from Step 3 in the Starting Activity field. Leave
the Shown in List of Available Tasks check box blank unless you want the
message to be accessible for all interactions.

4. On the Criteria tab, enter the name of the Rule-Pega-CA-Intent-When rule that
defines the criteria for suggesting this message. The short description of that
rule appears as the reason in the suggested processes area of the Interaction
Driver screen. See Configuring Intent Rules.

5. Click Save.

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Changing CPM Default Values
As a CSR follows a workflow, CPM displays selection boxes with lists of available
options. You can change the values in a list as well as the default value.

This topic describes how to edit the following options.

 Complaint and Compliment Reasons

 General Service Item Types

 Account Close Reasons

 Transaction Dispute Reasons

 Address Types

 Communication Options Types

 Location Information

 Association and Link Roles

Complaint and Compliment Reasons

The CAComplaintCategory HTML property sets the values that categorize a caller’s
complaint or compliment.

The CAComplaintReasonList HTML fragment defines the default reasons associated

with those categories.

To modify the complaint categories:

1. In the Find gadget, type CAComplaintCategory. Select the HTML Property
instance.

2. Save it to your RuleSet.

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 3. On the HTML tab, add modify, or delete the OPTION VALUE statements.

4. Click Save.

To change the default reason:

1. In the Find gadget, type CAComplaintReasonList. Select the HTML Fragment
instance.

2. Save it to your RuleSet.

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 3. On the HTML tab, find the lines that include “if (Category = =″xxx″) where xxx
is a value listed in the CAComplaintCategory HTML property. Change xxx to
another value listed in the property.

4. Click Save.

General Service Item Types

The ServiceItemType HTML Property defines the options available in the Service Item
Type selection box.

To modify service item type options:

1. In the Find gadget, type CAServiceItemType. Select the HTML Property
instance.

2. Save it to your RuleSet.

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 3. On the HTML tab, add modify, or delete the option value = statements.

4. Click Save.

Account Close Reasons

The CACloseAccountReason HTML property lists the values that appear in the Close
Account Reason selection box.

To add or change reasons for closing an account:

1. In the Find gadget, enter CACloseAccountReason. Select the HTML Property
instance.

2. Save it to your RuleSet.

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 3. On the HTML tab, add modify, or delete the option value statements.

4. Click Save.

Transaction Dispute Reasons

The AppDisputeReason HTML Property stores transaction dispute reasons that display
on confirmation screens.

When you change the HTML Property, you must also update the HTML Fragment that
displays the list of values on the confirmation screen.

To modify transaction dispute reasons:

1. In the Find gadget, type AppDisputeReason. Select the HTML Property
instance.

2. Save it to your RuleSet.

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 3. On the HTML tab, add, modify, or delete option value statements by changing
values and display text.

4. Click Save.

To change the HTML fragment:

1. In the Find gadget, type CADisputeTransaction. Select the HTML Fragment
instance.

2. Save it to your RuleSet.

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 On the HTML tab, find the section containing this table text:

<td class="ActionLabel">Reason</td>

<td align="right" valign="top" class="ActionValue">{when .DisputeReason

== "incorrectamount"}Incorrect Amount{/when} {when .DisputeReason

== "incorrectaccount"}Incorrect Account{/when} {when .DisputeReason

== "duplicatecharge"}Duplicate Charge{/when} {when .DisputeReason

== "notreceived"}Not Received{/when} {when .DisputeReason ==

"notpurchased"}Not Purchased{/when} {when .DisputeReason ==

"incorrectfee"}Incorrect Fee{/when} {when .DisputeReason ==

"duplicatefee"}Duplicate Fee{/when} {when .DisputeReason ==

"other"}Other{/when} </td>
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 3. Update the HTML with the value changes that you made to the
AppDisputeReason HTML property.

4. Click Save.

Address Types
You can replace the default address types, such as home address and billing address,
used by CPM by editing the PA_ADDRESS_TYPE table.

To change address types:

1. Use your database tool to open the PA_ADDRESS_TYPE table and display the
sample data.

2. Replace the sample entries with your address types.

Note: In the Category column, C = Contact and B = Business Unit.

3. Save your updates.

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Communication Option Types
You can replace the default communication option types, such as phone, e-mail, and
fax, by editing the PA_COMMUNICATION_TYPES table.

To change communication types:

1. Use your database tool to open the PA_COMMUNICATION_TYPES table and
display the sample data.

2. Replace the sample entries with your communication types.

Note: In the Category column, C = Contact and B = Business Unit.

3. Save your updates.

Location Information
The Location Finder utility in CPM uses location data to identify locations such as
nearby branch offices and display address information.

You can add to, modify, or replace the location data by editing two database tables.

 PCA_LOCATION_CATEGORY_TYPE defines location categories by a category code

 PCA_LOCATION_CATEGORIES defines address and location detail for the category codes
entered in the first table.

To add or change category types:

1. Use your database tool to open the PCA_LOCATION_CATEGORY_TYPE table and
display the sample data.

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 2. Replace the sample entries with your category codes and descriptions.

3. The codes you enter here must be in the CategoryCode column of the
PCA_LOCATION_CATEGORIES table.

4. Save your updates.

To add or change location information:

1. Use your database tool to open the PCA_LOCATION_CATEGORIES table and
display the sample data.

2. Replace the sample entries with your category location data.

3. The category codes you enter here are the codes in the CategoryCode column
of the PCA_LOCATION_CATEGORY_TYPE table.

4. Save your updates.

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Association and Link Roles
You can edit the role descriptions used by CPM for accounts, contacts, and business
units by editing the PA_ROLES table.

You can also add other role affiliations for account, contact, and business unit
associations as well as filter the list of items that appear in selection boxes.

Individual lists are filtered by HTML Property rules.

To update the account role table:

1. Use your database tool to open the PA_ROLES table and display the sample
data.

2. Add, update, or remove role types.

Note: In the PartyType column, C = Contact and B = Business Unit. In CPM many rules,
display screens and queries reference role types 60 and 100. If you remove these types
from the table, you must update all referencing rules.

3. Save your updates.

To change role type filter options

1. Use the table below to identify the HTML Property you want to modify.

Record Name Description

If the contact is an individual:
AppRoleDescriptionSelect links a contact to a new account
AppRelationshipToBUList links a contact to a new business unit
AppRoleDescriptionSelect links an account to a new contact
If the account owner is a person (not a business unit):

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 Record Name Description
AppRoleDescriptionSelect links an account owner to a new account
AppRelationshipToBUList links an account owner to a new business unit
If the account owner is a business unit:
AppRoleDescriptionSelect links an account owner to a new account
AppRelationshipToB2BList links an account owner to a new business unit
AppRelationshipToBUList links an account owner to a new contact

2. In the Find gadget, type the name of the HTML Property in the table you want
to modify.

3. Select the property instance and save it to your RuleSet. This example uses the
record AppRoleDescriptionSelect.

4. Add, modify, or delete the filter information between the When statements.

5. Click Save.

Integrating External PRPC Processes with CPM

CPM can launch PRPC-based processes that reside on other systems as part of a
customer interaction.

For more information on configuring external PRPC processes to work with CPM, see to
the technical note Incorporating External PRPC Processes Into Your CPM Application in
the Resource Kit directory of your CPM installation media.

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Chapter 7: Configuring Other CPM
Components
This chapter describes the configuration of additional CPM components.

Topics are:

 Configuring System Generated Priority Notes

 Setting Up Campaigns and Opportunities

 Configuring Service Level Rules

 Configuring Fees

 Configuring CPM Reports

 Configuring Quality Review and Customer Satisfaction Surveys

 Using Contact Security Facilities

 Defining Products and Product Types

Configuring System Generated Priority Notes

CPM displays two types of system-generated priority messages on the user portal, one
associated with the Contact and one with the Business Unit.

Using a decision tree rule, you can configure multiple messages and the conditions
under which each is presented to the CSR. System-generated notes are identified by
the appearance of a red flag in the priority note area.

To configure these notes, you create messages and then edit the decision tree that
selects which note to display.

CPM contains two declare expression rules defined for contact and business unit
messages. These rules call corresponding decision tree rules with the same name.

 CABusinessUnitSystemNote

 CAContactSystemNote

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The decision trees call HTML instances containing the priority note. The CPM decision
trees are configured to call the following sample notes:

 CABusinessUnitSystemNote - displays CAGenericBuNote

 CAContactSystemNote - evaluates whether DissatisfiedWithInteraction, ConcernedWithInteraction, or

PlatinumCustomer note displays

Configuring System-Generated Priority Notes:

1. From the App Explorer, select PegaCA-Work-Interaction > Technical > HTML >
PlatinumCustomer.

2. Enter a name and save it to your RuleSet.

3. Add the note text.

4. Click Save.

5. From the App Explorer, select PegaCA-Work-Interaction > Decision > Decision
Tree > Declare Expressions > CAContactSystemNote.

6. Save it to your RuleSet.

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 7. Edit the associated decision tree rule, adding notes and conditions to the
decision parameters.

 Create a row for each note; enter the condition required to display it.

 For each condition, enter the name of the note to display.

 If you want to display a note in the case that none of the conditions is met, enter its name in the
Otherwise section.

8. Click Save.

Setting Up Campaigns and Opportunities

Campaigns are cross-sell, restitution, reward, or retention offers that you might want
CSRs to discuss with customers. CPM comes with several sample campaigns that you
can replace with your own. Opportunities are customer requests that are not
necessarily campaign-related, but arise during an interaction.

Topics in this section are:

 Configuring Offer Types

 Adding a Campaign

 Modifying Campaign Scripts and Objection Text

 Changing the Default Opportunity and Offer Functions

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Configuring Offer Types
A map value rule stores a list of available offers for a CRS to present to the customer
based upon an interaction type.

To modify Offer Type options:

1. From the Class Explorer, select Rule- > Obj- > MapValue.

2. Select CAOfferTypes from the list and save it to your RuleSet.

3. On the Matrix tab, update the offer types (Column Name) and the associated
interaction types (Row Name).

4. Click Save.

Adding a Campaign
CPM defines the campaigns as Rule-PegaCA-Intent-Campaign instances.

Note: Authorized CSRs can also create campaigns using the Directed Wizard interface,
described in the Customer Process Manager User Guide.

To add a campaign:
1. From the App Explorer, select Rule-PegaCA-Intent-Campaign to display a list of
instances.

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 2. Select an instance, enter a Name for the campaign, and save it to your
RuleSet.

3. Complete the tabs described in the table below.

Field Description
Short Description Required. Short description of the campaign.
Campaign Tab
Type Select the type of campaign you are creating from the selection box: Cross-
Sell, Restitution, Reward, or Retention.
Product Select a product from the Product list.
Frequency Enter the number of days that must pass before the campaign may be offered
again to the same contact.
Priority Enter a number from 1 – 100 to identify the priority of this campaign. This
number is used when sorting the list.
Start Date The starting date of this campaign.
End Date The ending date of this campaign.
Objective The reason this campaign is being created.
Mail Corr The name of the mail correspondence to be sent.
Email Corr The name of the e-mail correspondence to be sent.
Class The class to which this opportunity belongs.
Campaign Script The script that is used with this opportunity. This value is a Rule-Obj-HTML
instance in the Opportunity class.
Flow The workflow that is used with this campaign.
Fulfillment Package A reference ID to a package of materials.

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 Field Description
Campaign Objections Objections that are defined in scripts and appear in a selection box from which
CSRs make a selection.
Criteria Tab
Intent Whens The intent conditions list consists of Rule-PegaCA-Intent-When instances
defined in the Interaction class. When an instance of the Intent-When class is
specified, the IntentLed flag is set. CPM then scans all the tasks that have
intents with the IntentLed flag set, and checks the specified Intent-Whens to
find any that evaluate to True. When an Intent-When evaluates to true, the
task appears as a suggested process.
Security Tab
Contact Roles This tab is a placeholder for security information.
History Tab Description of the campaign and its usage.

4. Click Save.

Modifying Campaign Scripts and Objection Text

CPM provides sample campaign scripts that you use as templates for new scripts.
Scripts are HTML rules stored in the in the Opportunity class. You can also change the
objection handling.

Note: Authorized CSRs can also create campaign scripts using a directed wizard interface.

To modify a script
1. From the App Explorer, select PegaCA-Work > Opportunity > Technical > HTML
to display a list of instances.

2. Select the HTML rule you want to modify and save it to your RuleSet.

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 3. Update the HTML source to meet your campaign needs.

4. Click Save.

Changing the Default Opportunity and Offer Functions

The following topics describe how to edit opportunity-related and offer-related
properties:

 Next Actions

 Interest Levels

 Sales Cycle Stages

 Offers – Reasons for Rejecting

 Offers – Changing Default Actions

Next Actions
An HTML property defines the options available in a Next Action selection box during
an opportunity workflow.

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To modify the options:
1. In the Find gadget, enter CANextAction and select the control instance.

2. Save it to your RuleSet.

3. Add, modify, or delete the option value statements.

4. Click Save.

Interest Levels
A Control defines the options used by a CSR to indicate a customer interest level in
opportunities.

1. In the Find gadget, enter CAInterestLevel and select the control instance.

2. Save it to your RuleSet.

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 3. Add, modify, or delete the option value statements.

4. Click Save.

Sales Cycle Stages

A Control specifies the options that appear in the Sales Cycle selection box in the
opportunity workflow.

1. In the Find gadget, enter AppSalesCycleStages and select the control instance.

2. Save it to your RuleSet.

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 3. Add, modify, or delete the option value statements.

4. Click Save.

Offers — Reasons for Rejecting

RejectReason rules define the available reasons in the Reject Offers selection box.

To add or modify reasons for rejecting an offer:

1. From the App Explorer, select PegaCA-Work > Opportunity > Property > Field
Value to display a list of instances.

2. Select RejectReason competitor, enter a field value name, and save it to your
RuleSet.

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 3. Update the localized label value.

4. Click Save.

Offers — Changing Default Actions

When an offer is presented, a customer can accept it, reject it, or request more
information. You can change the default actions for accepted offers by modifying the
local actions defined for ProcessOpportunity assignment in the opportunity flow.

1. In the Find gadget, type CAHandleOpportunity and select the flow rule.
2. Save it to your RuleSet.
3. Double-click the flow diagram to open the flow for editing.

5. Select the ProcessOpportunity shape.

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 6. Update the list of local actions in the left properties panel.

7. Save the flow.

Configuring Service Level Rules

Service level rules (SLAs) automate the process of monitoring work completion. A
service level defines a goal (how long users are expected to take to resolve a task), a
deadline (the maximum time users are allowed), and the action to take if timeframes
are passed. The user interface displays yellow icons to indicate disputes past their goal
times, and red icons to indicate disputes past their deadline times.

Urgency is a rating scale that determines the priority of an assignment or work object
and the resulting order in which assignments appear on worklists. Service levels define
an urgency value that is added to assignments or work objects when one of the
following conditions occurs:

 An assignment or work object is first created

 A goal is passed without resolution

 A deadline is passed without resolution

To access SLAs select > Process & Rules > Process > SLAs.

You can use these or copy them to your RuleSet and modify them.

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 Note: For information about how to configure a service level rule, see the online help topic About
Service Level Rules.

Configuring SLA Profiles

An SLA Profile stores a value associated with an entity such as an account, contact, or
account owner.

Example: An account balance of $50,000 may have a platinum SLA profile. The
account balance can be used as a circumstance in the definition of an SLA. Based on
the above example, the platinum account may require expedited service.

To configure an SLA profile

1. From the AppExplorer, select PegaCA-Interface-Account > Declare > Declare
Expressions > Profile.

2. Alternatively, you can select one of the PegaCA-Interface-BusinessUnit or

PegaCA-Interface-Contact.profile instances. The rules are similar in appearance
but contain different When statements.

3. Save it to your RuleSet.

4. Update the fields on the Expressions and Pages & Classes tabs as described
in the table below.

Field Description
Short Description Enter a short task description, which appears in the
appropriate task selection lists within the application.
Expressions Tab
Check Condition and Set One or more conditions to check, and the property to set
Property for each condition.
Otherwise Set Property The property value to set if none of the conditions are
met.

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 Field Description
Pages & Classes Tab
Identifies the pages referenced in the Expressions tab. You will typically use the
following fields on this tab and the change tracking tab; see the online help for
additional information.
Page Class Enter the class for the category:
Account — PegaApp-Interface-Account
Contact — PegaApp-Interface-Contact
Business Unit — PegaApp-Interface-BusinessUnit
Change Tracking Tab
Calculate Value Select the frequency at which Process Commander
recomputes the value of the target property (the property
immediately following a When statement on the
Expressions tab).
5. Click Save.

Defining Override Profiles

Each CPM work object has a SLA profile associated with it named Default.

SLA overrides allow a CSR to assign a different service level to individual work objects
at the Account Owner, Contact, or Account level through the General task Override
SLA.

Use the following procedure to create overrides that users can select from the
SmartPrompt shown in the example. For more information on Override Profiles, see
the Customer Process Manager User Guide.

To define an SLA override profile:

1. From the App Explorer, select PegaCA-Work > Process > Service Level >
Override.

2. Save it to your RuleSet.

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 3. Add, modify, or delete the values to define your service level override
requirements.
For more information about configuring a service level rule, see the help topic
About Service Level Rules.

4. Click Save.

Configuring Fees
CPM includes a property called .FeeAmount that you can use as a model for
establishing a fee structure. A declare expressions rules uses the .FeeAmount
property.

To change the amount expression:

1. From the App Explorer, select PegaCA-Work-StatementCopy > Decision >
Declare Expressions > .FeeAmount.

2. Save it to your RuleSet.

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 3. On the Expressions tab, edit the if condition and fee amount values.

4. Click Save.

Configuring CPM Reports

CPM includes many standard reports for monitoring and analyzing work.

Topics in the section are:

 Configuring the Estimate Application Savings Report

 Incorporating Site-Specific Work Objects in CPM Reports

 Adding Custom Reports to the CPM Report Gadgets

 Configuring the Data Sources used by the Reporting Wizard

 Using Interactive Charts

 Creating Interactive Charts

 Incorporating Interactive Charts into Portals

The following table lists CPM reports by report type and their associated conditions for
including data in a report, gadget categories, and gadget models.

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 Report Conditions for CPM Report CPM Report Gadget Models
Type Report Inclusion Gadget Categories
Interaction Your company’s objects are CAInteractions, CAInteractionsReports,
included in standard CPM CAInteractionCSR CAInteractionCSRReports
Interaction reports if your
interaction class name
includes the text
“Interaction.”
Throughput Your company’s objects are CAThroughput, CAThroughputReports.
included in standard CPM CAThroughputCSR CAThroughputCSRReports
reports if your class name
includes the text “Work.”
Quality Your company’s objects are CAQuality, CAQualityReports,
included in standard CPM CAQualityCSR CAQualityCSRReports
reports if your class name
includes the text “Work.”
Ageing Your company’s objects are CAAgeing CAAgeingReports
included in standard CPM
reports if your class name
includes the text “Work.”
Opportunity Your company’s objects are CAOpportunity, CAOpportunityReports,
included in standard CPM CAOpportunitySalesRep CAOpportunitySalesRepReports
opportunity reports if your
class name includes the text
“Opportunity.”
Customer Your company’s objects are N/A N/A
Satisfaction included in standard CPM
customer satisfaction survey
reports if your class names
include the text “SatSurvey.”
Knowledge Your company’s objects are CAKnowledgeMgt CAKnowledgeMgtReports
Management included in standard CPM
knowledge management
reports if your class names
include the text “KM.”
Quality Review All site-specific quality review N/A N/A
Management objects are included in CPM
Quality Review Management
reports.
Campaign Your company’s objects are N/A N/A
included in standard CPM
opportunity reports if your
class name includes the text
“Opportunity.”

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 Note: Campaign, quality review management, and satisfaction survey report gadgets are NOT
controlled by using a category. To incorporate any custom reports in these gadgets, use the Rules
Inspector to identify the HTML for this gadget, then modify accordingly.

Configuring the Estimated Application Savings Report

The Estimated Application Savings report calculates the savings achieved using CPM by
comparing the call duration for a service process again an average benchmark for the
same process run in a legacy. The time savings are then multiplied by a cost factor to
apply a dollar value to the savings achieved.

To set up the report, you configure:

 An interaction cost per second value

 A benchmark duration value for each process you want to calculate

 Optional updates to the savings report

To configure the report:

1. From the Find gadget, type CAProcessTimeCost. Select the instance in the
PegaCA-Work class.

2. Save it to your RuleSet.

3. On the Expressions tab, update the cost value as cost per second.

4. Click Save.

5. From the Find gadget type CABenchmarkDuration and select an instance.

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 6. Save it to your RuleSet.

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

8. Click Save.

9. Repeat these steps for each class you want to include in the calculation.
Samples are provided for the following classes under PegaCA-Work:

 AddressChange

 Complaint

 Correspondence

 General

 MaterialFulfillment

 Interaction

 Interaction-Corr

10. Optionally, you can modify the savings report.

11. From the App Explorer, select PegaCA-Work > Reports > Summary View.
Select CAApplicationSavings.

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 12. Edit the report to meet your requirements.

13. Click Save.

Incorporating Site-Specific Work Objects in CPM Reports

Depending on conditions, work created in your company’s site-specific classes that
inherit from CPM classes is automatically included in the CPM reports. The report table
at the beginning of this section details these conditions.

Adding Custom Reports to the CPM Report Gadgets

You can include your custom reports in the CPM portal reporting gadgets by
associating your reports with a CPM report category for that gadget. The report table
at the beginning of this section lists the categories

To associate your custom reports with CPM report categories:

1. Enter the category name in your Rule-Obj-SummaryView rule.

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 2. Add your custom report to the Rule-Obj-Model for that category.

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Configuring the Data Sources used by the Reporting Wizard
To customize the data sources that can be selected via the reporting wizard, use the
following procedure.

1. From the Find gadget, type getClassesForReportWizard and select the Activity
rule instance.

2. Save it to your RuleSet.

3. Modify the 2nd step of the activity to incorporate the classes needed by your
application.

4. Click Save.

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Using Interactive Charts
Interactive charts allow chart users to grow or shrink the level of detail presented in a
chart using a slider control. The Dashboard tab of the CPM user portals display
interactive charts that are examples of this capability.

Creating Interactive Charts

To create an interactive chart, use the Report wizard or the Summary View form to
create a summary view rule to extract and summarize the data values. Then complete
the Chart tab to define the chart type, interactions, text, colors, labels, and fonts.

Incorporating Interactive Charts into Portals

1. From your portal harness or section, include one of the following standard CPM
sections, according to the layout you desire.

 CPM-Portal.CPMPortalGraph_Single

 CPM-Portal.CPMPortalGraph_Double

 CPM-Portal.CPMPortalGraph_Triple

2. Select the parameters icon and complete the form according to the table below.

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 Field Description
ChartNameX Enter the name of the summary view
WorkPoolX Enter the class of the summary view
TimeoutX Enter the time in seconds that the chart should remain in the user’s browser cache.

3. Click OK to save the parameters, then Click Apply to apply the changes to the
section rule. Save your section or harness rule.

Note: For detailed information about the configuration and display of interactive charts in
reporting gadgets, see Application Developer Help and the PDN article, How to Use
Interactive Charts with Your Reports.

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Configuring Quality Review and Customer Satisfaction
Surveys
This topic describes how to configure the content and scoring rules used to build
quality management reviews and customer satisfaction surveys.

Sections under this topic are:

 Configuring Survey Rules

 Configuring Survey Rating Categories

 Configuring Survey Selection

 Determining Interactions to Survey for Customer Satisfaction

 Configuring Customer Experience Maps

Configuring Survey Rules

CPM uses survey rules for both quality management and customer satisfaction survey
processing.

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

To configure a survey rule:

1. In the Find gadget, type SampleQualitySurvey. Select the PegaCA-Work
instance.

2. Click Save As, select the Applies To class, and enter the name of the survey
as the Purpose. Save it to your RuleSet.

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

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 4. On the Scoring Levels tab, enter a title name for each scoring level. The titles
display to the user when responding to the survey.

5. On the Questions tab, enter information into the fields described in the table
below. All fields are required.

Field Description
Category Enter the name of the category to be evaluated
Question Enter the text question that is displayed to the person responding to the
survey
Weight Enter the integer or decimal value that is used as a weighting factor when
calculating the survey score for this category
Level 1-5 Scores Enter the numeric score for each level that can be selected for the category

6. Click Save.

Configuring Survey Rating Categories

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

Example: A score of less than 2 results in an overall rating of “Needs Improvement”

while a score greater than 4 results in an overall rating of “Exceeds Expectations.”

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

2. Click SaveAs, enter a Map Name, and save it to your RuleSet.

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 3. On the Matrix tab update the table to include:

 Total Score — enter this evaluation criteria as (<, <=, etc) and the total score

 Overall Rating — enter the text you want to associated with the score

 Default — enter the default text

4. Click Save.

Configuring Survey Selection

CPM enables you to differentiate surveys first by work type (the class name the survey
applies to) and then by decision rules that specify custom criteria.

Example: You want your high-value customers to receive different satisfaction surveys
from those received by standard customers. Entry-level CSRs and experienced CSRs
could be evaluated using two different surveys.

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

2. Select one of the following instances:

 CADetermineQualitySurvey — sample quality review survey

 CADetermineSatisfactionSurvey — sample customer satisfaction survey

3. Save it to your RuleSet.

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

5. Click Save.

Determining Interactions to Survey for Customer Satisfaction

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

1. In the Find gadget, type SatisfactionSurvey. Select the Intent Task instance.

2. Save it to your RuleSet.

3. On the Criteria tab:

 Select the Intent Condition

 Indicate whether you want to suggest the process or queue the process when the condition evaluates
to true

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  Enter the visual cue you want to associate with the condition from the image catalog that is displayed
when you click the Lookup icon

4. Click Save.

Configuring Customer Experience Maps

The customer experience map compares customer satisfaction survey results against
target values by reason for interaction for each interaction goal.

To configure the map:

For each interaction goal value defined in the Decision Table PegaCA-Work-
Interaction.DetermineInteractionGoal, configure a Field Value rule.

1. From the App Explorer, select PegaCA-Work >Property > Field Value > New.

2. Enter your work class in the AppliesTo field, InteractionGoal as the Field
Name and the interaction goal you added to the decision table as the Field
Value. Save it to your RuleSet.

3. Enter the localized label for the field value.

4. Click Save.

5. Select PegaCA-Work-SatSurvey > Decision > Map Value >

CACustTargetSurvey.

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 6. On the Matrix tab, enter the target customer survey values for each
combination of reason for interaction and interaction goal. To add a new
interaction goal value, add a column. To add a new reason for interaction, add
a new row to the matrix.

7. Click Save.

8. For each new Reason for Interaction you wish to include in the customer
experience map control, update the CACustSurveyXML instance to include the
new reason.

9. In the Find gadget type CACustSurveyXML to display the XML for the customer
experience map quadrants.

10. Save it to your RuleSet.

11. In the XML tab, add the reason for interaction to the values list for the
quadrant category named “free”.

12. Click Save.

Using Contact Security Facilities

The ContactSecurity Library contains functions that verify whether a party is
associated with a particular account or business unit. The Boolean result can be alone
or as a condition in other tests.

The HasAccountRole and HasBusinessUnitRole functions, both call the generic function
PartyHasRole, use the following input parameters:

 String PartyType — the party property being referenced, such as .pyWorkParty(Contact)

 String RoleListProp — the property page that contains a list of roles defined with the property
RoleType, such as .AccountRoles

 String RoleType — the string being tested, such as 60 (Owner) or 220 (Counsel)

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  ClipboardPage PrimaryPage — the page of the work object, such as Primary

 PublicAPI tools — the standard tools available in the Process Commander toolkit

The following examples show how you can use the HasAccountRole and
HasBusinessUnitRole functions to perform party verification.

In a Rule-Obj-When Rule
You can use the contact security functions as a Rule-Obj-When parameter, such as:

From Direct Calls in HTML

You can use the contact security functions via a generic call, such as:

{when
{%pegaappca_contactsecurity.HasAccountRole("60",tools.
getPrimaryPage(),tools)%} }
<p>Contact is the owner.</p>
{/when}

From a Generic Function

You can use the contact security functions via a generic call, such as:

boolean PartyHasRole(String PartyType, StringRoleListProp,

String RoleType, ClipboardPage PrimaryPage, PublicAPI tools)

Defining Products and Product Types

You create PegaApp-Product and PegaApp-ProductType rules to define your products
and product types. You must define new product types before defining new products of
that type.

To define a product type:

1. From the Class Explorer, select PegaApp- > ProductType. Click New.

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 2. Enter a Product Type and click Create.

3. Enter a Short Description and the Product Type Description.

4. Click Save.

To define a product:
1. From the Class Explorer, select PegaApp- > Product. Click New.

2. Select a Product ID and click Create.

3. Enter a Short Description and optionally complete the Product Details and
History tabs described in the table below.

Field Description
Short Description Required. Short description of the product
Product Details Tab
Product Type Optional. Select the product type
Product Name Optional. The product name
Product Description Optional. The product description
Product Cost Optional. The product cost
Product List Price Optional. The product list price
History Tab Optional. Description of the product and its usage

4. Click Save.

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Chapter 8: Setting Up Communications
This chapter describes the configuration requirements for CPM communication
functions.

The topics covered in this chapter include:

 Correspondence Templates

 Setting Up Correspondence Verification

 Setting Up Inbound Email

 Configuring Computer Telephony Integration

 Configuring Call and Data Transfer

 Configuring Chat with Expert

Correspondence Templates
CPM comes with both correspondence templates and fragments. CPM includes the
following templates that provide starting points from which you can build your own
correspondence rules.

Class Name / Type Label/Description

Correspondence Rule
PegaCA-Work
CAEMailType Email Confirmation email for address change.
CAMailAccAddressChangeToOldAddr Mail Address change template for the old Address
ResolutionSample Email Sample resolution e-mail template
CATemplateCorr Mail Template for mail correspondence
CATemplateCorr Email Template for e-mail correspondence
CAMailAccountAddressChange Mail Address change template for new address
PegaCA-Work-Correspondence
CAMailType Mail Confirmation letter for address change
AcknowledgeSample Email Sample acknowledgement e-mail template
PegaCA-Work-MaterialFulfillment
CAMaterialFulfillmentCorr Mail Materials fulfillment correspondence of type
letter
CAMaterialFulfillmentCorr Email Materials fulfillment correspondence of type
Email.
PegaCA-Work-Opportunity
PremSvcPlanMail Mail Premium service plan offer of type letter
PremSvcPlanEmail Email Premium service plan offer of type Email
CAHomeEquityLineOffer Mail Home equity line offer

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 Class Name / Type Label/Description
Correspondence Rule
PegaCA-Work-QualityReview
CAReviewSummary Email Quality review summary
PegaCA-Work-SatSurvey
SatisfactionSurvey Email Survey for customer

Setting Up Correspondence Verification

CPM allows you to set up correspondence rules so that each piece of correspondence
routes to a worklist for verification before it can be sent to its recipient.

Verification is enabled by selecting a value on the correspondence rule. For information

about verification options and how this feature works with activities that send
correspondence, see the Application Developer Help and the PDN article How to enable
verification in correspondence rules.

Setting Up Inbound Email

You can configure CPM to create correspondence cases from inbound email messages
and to respond to customer inquiries via outbound email.

Setting Up an Email Server

1. From the Class Explorer, select Data- > Admin- > Connect- > EmailServer.
Click New to create a new instance.

2. Enter the server name. It may be useful to create the server name as a
concatenation of the user account and mail server that you want to monitor.

3. Click Create to display the input form.

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 4. Enter the Host (mail server) Name and the Port Number used to connect to
the server.

5. Select the Protocol and check the box to indicate if you want to Use SSL.

6. Enter the user ID and password for the account you are monitoring.

7. Click Save.

8. Create additional EmailServer instances for each account you want to monitor.

Creating an Email Listener

The EmailListener uses the email server to periodically poll for new inbound email
messages, and if found direct messages appropriately for your application.

1. From the Class Explorer, select Data- > Admin- > Connect- > EmailListener.

2. Click New to create a new instance. Enter the name of the EmailServer
instance you created as the Server Name.

3. Enter a name that references the account being monitored as the Listener
Name.

4. Click Create to display the input form.

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 5. Complete the fields on the Properties tab. See Online Developer Help for
information about field content and options.

6. You may use the standard EmailDefault service package shipped with CPM,
which specifies an Access Group that includes the appropriate rulesets to
function properly. If you choose to use a different service package, make sure
its access groups include CPM rulesets.

7. You should specify the default Service Method that ships with CPM called
AddWorkItemForEmail. This method will automatically create Inbound
Correspondence cases for inbound email.

8. Click Save.

9. Create additional listeners for each account being monitored.

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Creating an Email Account
Create an email account to use for sending and receiving email.

To create email accounts access the Email landing page ( > Integration > Email)
The Email Landing Page has gadgets to create, edit, and view outbound and inbound
email settings. See the Application Developer Help.

Setting Up Print and Outbound Fax Capabilities

PegaDISTRIBUTION Manager™ is a companion product that works with CPM to
configure printers and print servers to send application correspondence in print, fax, or
Rich Text Format (RTF) formats. It can also print HTML files and their associated image
files.

To install and configure PegaDISTRIBUTION Manager, see PegaDISTRIBUTION

MANAGER™ (IOS) for PegaRULES Installation and Configuration Guide in the
Supporting Products section of the PDN.

Configuring Computer Telephony Integration

PegaCALL™ for PegaRULES provides Computer Telephony Integration (CTI) to improve
contact center operations. It enhances telephone-based customer interactions such as
service inquiries, telemarketing, sales, and collection efforts by integrating business
process management capabilities with telephony hardware, software, and industry-
standard APIs.

General Telephony Configuration Functions

To install and configure PegaCALL functionality, see the PegaCALL™ for PegaRULES
Installation and Upgrade Guide and the PegaCALL™ for PegaRULES Configuration and
Operations Guide.

Sample Voice and Data Transfer Capabilities

CPM provides a sample process in the MyCOCA RuleSet that demonstrates a service
process that runs as a screen flow. Labeled Sample Screen Flow under the General
task category of the interaction driver, it demonstrates a multi-step service case that
collects customer data to provide a quote for an auto loan. This process also includes
a Get Help button to demonstrate Voice and Data Transfer capabilities possible with
PegaCALL intregration.

Voice and Data Transfer can also appear as an option on the case Tools menu when a
CSR is on an active call.

For more information about these capabilities, see the PegaCALL™ for PegaRULES
Configuration and Operations Guide.
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Configuring Call and Data Transfer
CPM provides a CSR with the ability to transfer a phone call and the related interaction
or service case. A sample set of data elements and parameters are available for you to
copy and update to meet your call transfer requirements.

Before you configure and test these features in CPM, PegaCALL must be installed,
configured, and on a switch/ACD that supports adding call data elements to a call upon
transfer.

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Configuration tasks for call and data transfer are:

 Mapping Call Transfer Screen Pop Data Elements

 Setting the Call Transfer Timing Parameter

 Modifying Transfer Reasons

Mapping Screen Pop Elements

You can modify the data elements that display when a screen pop is presented to a
CSR.

1. From the App Explorer, select PegaCA-CTI-Call > User Interface > Section >
AppTransferPopData.

2. Save it to your RuleSet.

3. Modify the section map or remove properties.

4. Click Save.

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Setting Call Transfer Timing Parameters
This parameter monitors the length of time a call can remain in the Transfer
workbasket between the time the call is transferred by an agent and the time it is
picked up by a receiving agent. The CPM default time is set to 15 minutes in an
activity rule.

1. From the App Explorer, select PegaCA-Work > Technical > Activity >
CACTIReassignToTransferor.

2. Save it to your RuleSet.

3. Expand Step 1 and update the PropertiesValue for the param.TimeOff2

property. Enter the value in seconds.

4. Click Save.

Modifying Transfer Reasons

CPM displays a list of transfer reasons for Agents to select a value prior to transferring
the call. Values are specified in a property rule.

1. From the App Explorer, select PegaCA-CTI-Call > Data Model > Property>
TransferCallReason.

2. Save it to your RuleSet.

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 3. On the General tab, add or remove a value from the list of Table Values. Enter
the values as a text string.

4. Click Save.

Configuring Chat with Expert

CPM supports the ability to request assistance during an interaction or service process
from an Expert. When installed, CPM provides the basic functionality and a set of
integration rules in the PegaCAChat RuleSet for you to configure to integrate with the
Chat/IM application of your choice.

For information about setting up this functionality, see the Technical Note Configuring
Chat with Expert included in the resource kit folder of your CPM distribution media.

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Chapter 9: Integrating CPM
CPM interaction and service processes are designed to integrate with your information
systems to obtain, display, and update customer information Additionally, CPM can
launch PRPC-based application processes in other systems from the CPM Interaction
Driver as part of a customer interaction.

The topics in this chapter include:

 Creating Integration Activities

 Sample Data for CPM Integration

 Sample SQL Calls for Database Integration

 Integrating PRPC processes from other systems with CPM

For detailed information about integrating your CPM system with other systems, see
Integration Knowledge category on the PDN and in Application Developer Help.

Creating Integration Activities

Each integration activity in the table below contains one or more integration steps.
These activities perform specific functions such as creating a case, searching for
account information, or getting data from another system. Activities can be configured
as utilities in flows to pass parameters or they can be steps within another activity.

CPM comes with sample integration activities and flows that you can modify or use as
models for creating new integration activities. The following table lists the activities
you can copy to your RuleSets. After you save the activity to your RuleSet, you can
make changes to retrieve or update data. Appendix B references the integration
activities related to composite screen data.

Class Integration Activity

Interface Classes
PegaApp-Interface-Account AppGetAccountInfoRefresh
PegaApp-Interface-Account AppGetAccountsToLink
PegaApp-Interface-Account AppGetNotesForAccount
PegaApp-Interface-Account AppGetRoleTypes
PegaApp-Interface-Account AppReadAccountInfo
PegaApp-Interface-Account AppReadAccountList
PegaApp-Interface-Account AppReadAccountListByOwner
PegaApp-Interface-AccountOwner AppReadAccountOwnerInfo
PegaApp-Interface-BusinessUnit AppGetBUAccountOwnerRefresh
PegaApp-Interface-BusinessUnit AppGetBURoleTypes
PegaApp-Interface-BusinessUnit AppGetBusinessDetails
PegaApp-Interface-BusinessUnit AppGetCustomerType

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 Class Integration Activity
PegaApp-Interface-BusinessUnit AppGetIndustryType
PegaApp-Interface-BusinessUnit AppReadAccConList
PegaApp-Interface-BusinessUnit AppListBUsForContact
PegaApp-Interface-BusinessUnit AppListBUsForOwner
PegaApp-Interface-Contact AppGetAccountAndContact
PegaApp-Interface-Contact AppGetAddressDetailsByType
PegaApp-Interface-Contact AppGetAddressOptionsByType
PegaApp-Interface-Contact AppGetAddresstype
PegaApp-Interface-Contact AppGetCommOptionsByType
PegaApp-Interface-Contact AppGetCommunicationType
PegaApp-Interface-Contact AppGetContatcProfile
PegaApp-Interface-Contact AppGetMaterialInfo
PegaApp-Interface-Contact AppGetNonPrimAddress
PegaApp-Interface-Contact AppGetNonPrimCommOptionsForContact
PegaApp-Interface-Contact AppGetNotesForContact
PegaApp-Interface-Contact AppReadContactInfo
PegaApp-Interface-Contact AppReadContactList
PegaApp-Interface-Contact AppReadContatcListByAcc
PegaApp-Interface-Contact AppReadContactListSC
PegaApp-Interface-Contact AppListAddressForContact
PegaApp-Interface-Contact AppListContactsForAccount
PegaApp-Interface-Contact AppListContactsForBU
Fulfillment Classes
PegaCA-Work AppLoadAccountsList
PegaCA-Work AppReadContactInfo
PegaCA-Work CAInsertPCA_Representative
PegaCA-Work CALoadItemHistory
PegaCA-Work-AddressChange CALoadAccountsList
PegaCA-Work-Interaction CALoadItemHistory
PegaCA-Work-NewAccount CAGetProductAndAccountType
PegaCA-Work-Opportunity CAGetProductList

To create an integration activity:

1. In the Find gadget, type the name of an integration activity from the table.
Select the instance to display the rule.

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 2. Save it to your RuleSet.

3. Modify the activity steps to set your parameters and mapping requirements.

4. On the Security tab, set the Activity Type to Connect.

5. Click Save.

Sample Data for CPM Integration

CPM comes with a robust set of industry-standard sample data that simulates a
contact center environment. You can use this sample database as a starting point for
integration or for demonstrating the system environment. The following table lists the
tables in the database structure.

The data structure for each table begins on the following pages. Using the interface
activities listed, map your data to the properties in the following tables.

Note: In Oracle, all table data and column headings appear in uppercase characters, but correct SQL is
in lowercase. CPM follows a universal approach and uses lowercase characters.

PA_ Tables
PA_ACCOUNT PA_COMMUNICATION_TYPES
PA_ACCOUNT_LINK PA_CONTACT
PA_ACCOUNT_TRANSACTION_TYPES PA_CONTACT_BUSINESSUNIT_LINK
PA_ADDRESS PA_CUSTOMER_TYPE
PA_ADDRESS_TYPE PA_INDUSTRY
PA_BUSINESSUNIT PA_NOTES

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 PA_BUSINESSUNIT_LINK PA_ROLES
PA_COMMUNICATION_OPTIONS
PCA_ Tables
PCA_LOCATION_CATEGORIES PCA_TERRITORY_LINK
PCA_LOCATION_CATEGORY_TYPE PCA_ZIP_DISTANCES
PCA_TERRITORY
PSVC_ Tables
PSVC_ACCOUNT PSVC_ACCOUNT_TRANSACTIONS
PSVC_ACCOUNT_STATEMENTS

PA_ACCOUNT
This table stores account-specific information. Replace calls to this table with calls to
your data tables.

Name Datatype Size Scale Nulls?

ACCOUNTNUMBER VARCHAR2 20 No

ACCOUNTOPENDATE DATE 7 No

ACTIVE VARCHAR2 5 Yes

PRODUCTID VARCHAR2 12 Yes

BUSINESSUNITID VARCHAR2 20 Yes

DATEADDED DATE 7 Yes

ADDEDBY VARCHAR2 50 Yes

DATEUPDATED DATE 7 Yes

UPDATEDBY VARCHAR2 50 Yes

DATEDELETED DATE 7 Yes

DELETEDBY VARCHAR2 50 Yes

ACCOUNTPACKAGE VARCHAR2 20 Yes

ACCOUNTTYPE VARCHAR2 20 Yes

ADDRESSFROMDATE DATE 7 Yes

ADDRESSLASTCHANGEDATE DATE 7 Yes

ADDRESSLINE1 VARCHAR2 36 Yes

ADDRESSLINE2 VARCHAR2 36 Yes

ADDRESSLINE3 VARCHAR2 36 Yes

ADDRESSLINE4 VARCHAR2 36 Yes

ADDRESSLINE5 VARCHAR2 36 Yes

ADDRESSTODATE DATE 7 Yes

CELLPHONE VARCHAR2 20 Yes

CITY VARCHAR2 20 Yes

CONTACTID VARCHAR2 20 Yes

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 Name Datatype Size Scale Nulls?
COUNTRYCODE VARCHAR2 20 Yes

CUSTOMERVALUE VARCHAR2 20 Yes

EMAIL VARCHAR2 50 Yes

FAX VARCHAR2 20 Yes

FIRSTNAME VARCHAR2 20 Yes

HOMEPHONE VARCHAR2 20 Yes

LASTNAME VARCHAR2 50 Yes

MIDDLENAME VARCHAR2 20 Yes

ROLEDESCRIPTION VARCHAR2 20 Yes

SPECIALINSTRUCTIONS VARCHAR2 100 Yes

STATECODE VARCHAR2 2 Yes

STATEMENTCUTDATE NUMBER 10 0 Yes

ZIPCODE VARCHAR2 12 Yes

SECURITYQUESTION VARCHAR2 100 Yes

SECURITYANSWER VARCHAR2 50 Yes

ADDRESSUPDATECOUNTER NUMBER 3 0 Yes

APPLICATIONTYPE VARCHAR2 20 Yes

ACCOUNTCLOSEDATE DATE 7 Yes

BUSINESSPHONE VARCHAR2 20 Yes

PA_ACCOUNT_LINK
This table maintains the relationship between a contact or business unit, an account
number, and the role that the contact or business unit has with the account. For
example, Rebecca Biggs is the owner of account 123450000 or Smith Publishing is the
co-owner of account 111110000.

Name Datatype Size Scale Nulls?

PARTYTYPE VARCHAR2 1 No

PARTYID VARCHAR2 12 No

ACCOUNTNUMBER VARCHAR2 20 No

ROLETYPE VARCHAR2 5 Yes

DATEADDED DATE 7 No

ADDEDBY VARCHAR2 50 Yes

DATEUPDATED DATE 7 Yes

UPDATEDBY VARCHAR2 50 Yes

DATEDELETED DATE 7 Yes

DELETEDBY VARCHAR2 50 Yes

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 Name Datatype Size Scale Nulls?
ACTIVE VARCHAR2 5 Yes

PA_ACCOUNT_TRANSACTION_TYPES
This table provides the descriptions to the Transaction Type codes used in the
PA_ACCOUNT_TRANSACTION table. For example, code 200 is in the Transaction Type
table. To determine what code 200 means, CPM does a look up and finds that code
200 is Deposit.

Name Datatype Size Scale Nulls?

TRANSACTIONTYPE VARCHAR2 20 No
TRANSACTIONDESCRIPTION VARCHAR2 50 Yes

PA_ADDRESS
This table stores address information about contacts and business units. Replace calls
to this table with calls to your data tables.

Name Datatype Size Scale Nulls?

OWNERID VARCHAR2 12 No
ADDRESSID VARCHAR2 1 No
ADDRESSTYPE VARCHAR2 4 No
ADDRESSLINE1 VARCHAR2 36 Yes
ADDRESSLINE2 VARCHAR2 36 Yes
ADDRESSLINE3 VARCHAR2 36 Yes
ADDRESSLINE4 VARCHAR2 36 Yes
ADDRESSLINE5 VARCHAR2 36 Yes
CITY VARCHAR2 20 Yes
STATECODE VARCHAR2 2 Yes
ZIPCODE VARCHAR2 10 Yes
COUNTRYCODE VARCHAR2 12 Yes
DATEFROM DATE 7 Yes
DATETO DATE 7 Yes
PRIMARYADDRESS VARCHAR2 5 Yes
NOTES VARCHAR2 255 Yes
ACTIVE VARCHAR2 5 Yes
DATEADDED DATE 7 No
ADDEDBY VARCHAR2 50 Yes
DATEUPDATED DATE 7 Yes
UPDATEDBY VARCHAR2 50 Yes
DATEDELETED DATE 7 Yes
DELETEDBY VARCHAR2 50 Yes

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PA_ADDRESS_TYPE
This table stores the valid address types (for example, HOME or BILLING) used within
the system. Replace the sample entries in this table with address types valid for your
configuration.

Name Datatype Size Scale Nulls?

ADDRESSTYPE VARCHAR2 4 No
ADDRESSTYPEDESCRIPTION VARCHAR2 36 No
ADDRESSOUTLOOKCODE VARCHAR2 40 Yes
CATEGORY VARCHAR2 1 Yes

PA_BUSINESSUNIT
This table stores information about business units. Replace calls to this table with calls
to your data tables.

Name Datatype Size Scale Nulls?

BUSINESSUNITID VARCHAR2 12 No
BUSINESSUNITNAME VARCHAR2 50 Yes
CUSTOMERTYPE VARCHAR2 15 Yes
PARENT VARCHAR2 12 Yes
INDUSTRYCODE VARCHAR2 15 Yes
PRIORITYTYPE VARCHAR2 36 Yes
ACTIVE VARCHAR2 5 Yes
TAXID VARCHAR2 12 Yes
WEBSITE VARCHAR2 50 Yes
CUSTOMERLOGO VARCHAR2 50 Yes
REFERENCE VARCHAR2 1 Yes
TERRITORY VARCHAR2 12 Yes
CUSTOMEREMPLOYEE VARCHAR2 12 Yes
PRIMARYADDRESS VARCHAR2 5 Yes
PRIMARYCONTACT VARCHAR2 10 Yes
CUSTOMERSATISFACTION VARCHAR2 20 Yes
BUSINESSDESCRIPTION VARCHAR2 255 Yes
DIVISION VARCHAR2 30 Yes
INTERNALREFERENCE VARCHAR2 30 Yes
DATEADDED DATE 7 Yes
ADDEDBY VARCHAR2 50 Yes
DATEUPDATED DATE 7 Yes
UPDATEDBY VARCHAR2 50 Yes
DATEDELETED DATE 7 Yes
DELETEDBY VARCHAR2 50 Yes
PIN VARCHAR2 30 Yes

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 Name Datatype Size Scale Nulls?
PRIORITYNOTE VARCHAR2 255 Yes
STATUS VARCHAR2 30 Yes
DATEFROM DATE 7 Yes
DATETO DATE 7 Yes
PRIMARYCONTACTID VARCHAR2 12 Yes

PA_BUSINESSUNIT_LINK
This table stores business-to-business relationships. For example, it shows that Acme
Technology is a subsidiary of Acme Software.

Name Datatype Size Scale Nulls?

BUSINESSUNIT1 VARCHAR2 12 No
BUSINESSUNIT2 VARCHAR2 12 No
TYPE VARCHAR2 50 No
DESCRIPTION VARCHAR2 100 Yes
ROLETYPE VARCHAR2 5 Yes
MEMO VARCHAR2 255 Yes
DATEADDED DATE 7 No
ADDEDBY VARCHAR2 50 Yes
DATEUPDATED DATE 7 Yes
UPDATEDBY VARCHAR2 50 Yes
DATEDELETED DATE 7 Yes
DELETEDBY VARCHAR2 50 Yes
ACTIVE VARCHAR2 5 Yes

PA_COMMUNICATION_OPTIONS
This table stores communication information for contacts and business units. Replace
calls to this table with calls to your data tables.

Name Datatype Size Scale Nulls?

OWNERID VARCHAR2 12 No
COMMUNICATIONID VARCHAR2 1 No
COMMUNICATIONTYPE VARCHAR2 10 No
ADDRESSTYPE VARCHAR2 10 Yes
PRIMARYCOMMUNICATION VARCHAR2 5 Yes
CONTACTSTRING VARCHAR2 255 Yes
NOTES VARCHAR2 50 Yes
ACTIVE VARCHAR2 5 Yes
DATEADDED DATE 7 No
ADDEDBY VARCHAR2 50 Yes
DATEUPDATED DATE 7 Yes

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 Name Datatype Size Scale Nulls?
UPDATEDBY VARCHAR2 50 Yes
DATEDELETED DATE 7 Yes
DELETEDBY VARCHAR2 50 Yes
DATEFROM DATE 7 Yes
DATETO DATE 7 Yes
EMERGENCY VARCHAR2 1 Yes

PA_COMMUNICATION_TYPES
This table stores the valid communication types (for example, HOME-EMAIL or HOME-
PHONE) used within the system. Replace the sample entries in this table with
communication types valid for your configuration.

Name Datatype Size Scale Nulls?

TYPE VARCHAR2 10 No
DESCRIPTION VARCHAR2 25 Yes
CATEGORY VARCHAR2 1 Yes
CLASS VARCHAR2 10 Yes
COMMUNICATIONOUTLOOKCODE VARCHAR2 40 Yes

PA_CONTACT
This table is a sample table that stores information about contacts. Replace calls to
this table with calls to your data tables.

Name Datatype Size Scale Nulls?

CONTACTID VARCHAR2 12 No
CUSTOMERTYPE VARCHAR2 15 Yes
SOCIALSECURITYNUMBER VARCHAR2 9 Yes
LASTNAME VARCHAR2 50 No
FIRSTNAME VARCHAR2 36 Yes
MIDDLENAME VARCHAR2 36 Yes
SALUTATION VARCHAR2 12 Yes
SUFFIX VARCHAR2 5 Yes
SHORTNAME VARCHAR2 20 Yes
DATEOFBIRTH DATE 7 Yes
DATEOFDEATH DATE 7 Yes
MARITALSTATUS VARCHAR2 10 Yes
LANGUAGE VARCHAR2 18 Yes
PIN VARCHAR2 30 Yes
MOTHERMAIDENNAME VARCHAR2 50 Yes
TERRITORYID VARCHAR2 12 Yes
PRIORITYTYPE VARCHAR2 36 Yes

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 Name Datatype Size Scale Nulls?
ACTIVE VARCHAR2 5 Yes
WEBPRIVILEGES VARCHAR2 1 Yes
LOGINS NUMBER 10 0 No
BADLOGINS NUMBER 10 0 No
DATEOFLASTLOGIN DATE 7 Yes
NICKNAME VARCHAR2 26 Yes
BUSINESSAFFILIATION VARCHAR2 12 Yes
DATEADDED DATE 7 Yes
ADDEDBY VARCHAR2 50 Yes
DATEUPDATED DATE 7 Yes
UPDATEDBY VARCHAR2 50 Yes
DATEDELETED DATE 7 Yes
DELETEDBY VARCHAR2 50 Yes
GENDER VARCHAR2 1 Yes
SECURITYQUESTION VARCHAR2 100 Yes
SECURITYANSWER VARCHAR2 50 Yes
COMMUNICATIONPREFERENCE VARCHAR2 10 Yes
PRIORITYNOTE VARCHAR2 255 Yes
CUSTOMERVALUE VARCHAR2 30 Yes
BESTTIMETOCALL VARCHAR2 20 Yes
NOMARKETINGBYMAIL VARCHAR2 5 Yes
NOMARKETINGBYPHONE VARCHAR2 5 Yes
NOMARKETINGBYEMAIL VARCHAR2 5 Yes
COMPANY VARCHAR2 50 Yes
OCCUPATION VARCHAR2 50 Yes
DATEFROM DATE 7 Yes
DATETO DATE 7 Yes

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PA_CONTACT_BUSINESSUNIT_LINK
This table stores contact-to-business relationships. For example, John Brown is
associated with Acme Software as an authorized party.

Name Datatype Size Scale Nulls?

CONTACTID VARCHAR2 12 No
BUSINESSUNITID VARCHAR2 12 No
TYPE VARCHAR2 50 No
PRIMARYASSOCIATION VARCHAR2 1 Yes
ROLETYPE VARCHAR2 50 No
NOTES VARCHAR2 255 Yes
ACTIVE VARCHAR2 5 Yes
DATEADDED DATE 7 No
ADDEDBY VARCHAR2 50 Yes
DATEUPDATED DATE 7 Yes
UPDATEDBY VARCHAR2 50 Yes
DATEDELETED DATE 7 Yes
DELETEDBY VARCHAR2 50 Yes

PA_CUSTOMER_TYPE
This table stores the information used to describe the business unit as a particular type
of customer. For example, the Customer Type selection box on the Add or Update
Business Unit details screen provides choices such as Fortune 500, Small Business,
and Partnership.

Name Datatype Size Scale Nulls?

CUSTOMERTYPE VARCHAR2 15 No
CUSTOMERTYPEDESCRIPTION VARCHAR2 100 Yes
DATEADDED DATE 7 Yes
ADDEDBY VARCHAR2 50 Yes
DATEUPDATED DATE 7 Yes
UPDATEDBY VARCHAR2 50 Yes
DATEDELETED DATE 7 Yes
DELETEDBY VARCHAR2 50 Yes
ACTIVE VARCHAR2 5 Yes

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PA_INDUSTRY
This table stores information that describes the industry in which a business operates.
For example, the Industry selection box located on the Add or Update Business Unit
details screen includes choices such as Healthcare, Insurance, and Technology.

Name Datatype Size Scale Nulls?

INDUSTRYCODE VARCHAR2 15 No
INDUSTRYDESCRIPTION VARCHAR2 36 Yes
ACTIVE VARCHAR2 5 Yes
DATEADDED DATE 7 Yes
ADDEDBY VARCHAR2 50 Yes
DATEUPDATED DATE 7 Yes
UPDATEDBY VARCHAR2 50 Yes
DATEDELETED DATE 7 Yes
DELETEDBY VARCHAR2 50 Yes

PA_NOTES
This table stores ad-hoc notes that added to contact or account records. The last
expandable section in the Account tab and the Contact tab on the Composite screen is
for notes. Users can view previously entered notes or add a new note in this section.

Name Datatype Size Scale Nulls?

CONTACTID VARCHAR2 12 Yes
NOTEDATE DATE 7 No
ACCOUNTNUMBER VARCHAR2 20 Yes
TYPE VARCHAR2 10 Yes
OPPORTUNITYID VARCHAR2 12 Yes
LABEL VARCHAR2 50 Yes
NOTES VARCHAR2 1000 Yes
TAKENBYID VARCHAR2 32 Yes
NOTEID NUMBER 10 0 No

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PA_ROLES
This table stores roles for account, contact, and business unit links. Some workflows
use the role type to determine processing steps. Add your own affiliations for account,
contact, and business unit associations.

Name Datatype Size Scale Nulls?

ROLETYPE VARCHAR2 5 No
PARTYTYPE VARCHAR2 1 Yes
APPLICATION VARCHAR2 10 Yes
ROLEDESCRIPTION VARCHAR2 36 Yes
DATEADDED DATE 7 Yes
ADDEDBY VARCHAR2 50 Yes
DATEUPDATED DATE 7 Yes
UPDATEDBY VARCHAR2 50 Yes
DATEDELETED DATE 7 Yes
DELETEDBY VARCHAR2 50 Yes

PCA_LOCATION_CATEGORIES
This table stores location information. Replace the sample data with your location
information.

Name Datatype Size Scale Nulls?

LOCATIONNAME VARCHAR2 50 Yes
CATEGORYCODE VARCHAR2 5 Yes
ADDRESSLINE1 VARCHAR2 50 Yes
ADDRESSLINE2 VARCHAR2 50 Yes
ADDRESSLINE3 VARCHAR2 50 Yes
ADDRESSLINE4 VARCHAR2 50 Yes
ADDRESSLINE5 VARCHAR2 50 Yes
CITY VARCHAR2 20 Yes
STATECODE VARCHAR2 2 Yes
ZIPCODE VARCHAR2 12 Yes
PHONE VARCHAR2 20 Yes

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PCA_LOCATION_CATEGORY_TYPE
This table defines location categories. Modify this table to include your category
information.

Name Datatype Size Scale Nulls?

CATEGORYCODE VARCHAR2 5 No
CATEGORYDESCRIPTION VARCHAR2 50 Yes

PCA_TERRITORY
This table stores the association information about a territory and its representative,
product, and broker.

Name Datatype Size Scale Nulls?

REPRESENTATIVEID VARCHAR2 128 No
TERRITORYVAL VARCHAR2 20 No
TERRITORYTYPE VARCHAR2 10 No
BROKERID VARCHAR2 25 No
PRIMARYREP VARCHAR2 1 Yes
PRODUCTID VARCHAR2 25 No
DATELASTCHANGED DATE 7 Yes
LASTUPDATEDBY VARCHAR2 25 Yes

PCA_TERRITORY_LINK
This table associates each representative with a contact, account, or business unit. The
association is stored in the LINKTYPE.

Name Datatype Size Scale Nulls?

REPRESENTATIVEID VARCHAR2 128 No
LINKID VARCHAR2 25 No
LINKTYPE VARCHAR2 1 No

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PCA_ZIP_DISTANCES
This table stores the latitude and longitude for each Zip Code in the United States. This
table is to determine the distance from one location to another. For example, you
could use this table to find all branch offices within 50 miles of Zip Code 02142.

Name Datatype Size Scale Nulls?

ZIPCODE VARCHAR2 5 No
ZIPCLASS VARCHAR2 1 Yes
CITY VARCHAR2 28 No
STATECODE VARCHAR2 2 Yes
COUNTRYCODE VARCHAR2 3 Yes
COUNTRYNAME VARCHAR2 26 Yes
LATITUDE NUMBER 8 4 No
LONGITUDE NUMBER 8 4 No

PSVC_ACCOUNT
This is an add-on table in the service layer to the PA_ACCOUNT table in Pega App
layer. PA_ACCOUNT and PSVC_ACCOUNT supplement each other to address service
layer accounts. Replace the sample data with your account information.

Name Datatype Size Scale Nulls?

ACCOUNTNUMBER VARCHAR2 20 No
ACCOUNTBALANCE NUMBER 20 2 Yes
AVAILABLEBALANCE NUMBER 20 2 Yes
AVERAGEMONTHLYBALANCE NUMBER 20 2 Yes
CURRENCYTYPE VARCHAR2 5 Yes
LASTPAYMENTAMOUNT NUMBER 19 4 Yes
LASTPAYMENTDATE DATE 7 Yes
LASTSTATEMENTDATE DATE 7 Yes
MINIMUMDUE NUMBER 19 4 Yes
NEXTDUEDATE DATE 7 Yes
NEXTSTATEMENTDATE DATE 7 Yes
YTDPAYMENTS VARCHAR2 10 Yes

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PSVC_ACCOUNT_STATEMENTS
This table stores account-specific information. Replace calls in this table with calls to
your data tables.

Name Datatype Size Scale Nulls?

STATEMENTID NUMBER 5 0 No
STARTDATE DATE 7 No
ENDDATE DATE 7 No
STARTBALANCE NUMBER 19 4 No
ENDBALANCE NUMBER 19 4 No
ACCOUNTNUMBER VARCHAR2 20 No

PSVC_ACCOUNT_TRANSACTIONS
This table stores account-specific information. Replace calls to this table with calls to
your data tables.

Name Datatype Size Scale Nulls?

TRANSACTIONID NUMBER 4 0 Yes
ACCOUNTNUMBER VARCHAR2 20 Yes
TRANSACTIONAMOUNT NUMBER 8 2 Yes
CURRENCYSYMBOL VARCHAR2 5 Yes
CURRENCYEXCHANGERATE FLOAT 126 Yes
DEBITORCREDIT VARCHAR2 1 Yes
TRANSACTIONDESCRIPTION VARCHAR2 50 Yes
TRANSACTIONDATE DATE 7 Yes
TRANSACTIONPOSTDATE DATE 7 Yes
DOCUMENTNUMBER VARCHAR2 20 Yes
SEQUENCENUMBER VARCHAR2 20 Yes
SERIALNUMBER VARCHAR2 20 Yes
BATCHNUMBER VARCHAR2 20 Yes
ORIGINATINGBANK VARCHAR2 20 Yes
CHECKNUMBER VARCHAR2 20 Yes
TRANSACTIONTYPE VARCHAR2 20 Yes
TRANSACTIONCODE NUMBER 4 0 Yes
FILEPATH VARCHAR2 40 Yes

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Sample SQL Calls for Database Integration
CPM comes with sample SQL calls for UDB, Oracle, and MSSQL packages. Replace
these SQL calls with your own interface methods to access your proprietary data.

To access the sample call instances that are instances of Rule-Connect-SQL, go to the
Rules by Type Explorer and select Rule- > Integration-Connectors > Connect-SQL.

Appendix A provides data-mapping information for the composite screens, which you
can use to change the labels or modify the displayed fields. The appendix includes lists
of labels, tag names, Rule-Connect-SQL instances, and Rule-Obj-Activity instances.
The Rule-Connect-SQLinformation identifies where CPM obtains the information that
appears on the composite screens.

For more information about connect rules see Application Developer Help and the PDN.

Integrating PRPC Processes from Other Systems with

CPM
CPM can launch PRPC-based application processes in other systems from the CPM
Interaction Driver as part of a customer interaction.

For more information on configuring external PRPC processes to work with CPM, see
the technical note Incorporating External PRPC Processes Into Your CPM Application in
the Resource Kit directory of your CPM installation media.

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Appendix A: Composite Screen Data Mapping
This appendix provides the label, tag names, Rule-Connect-SQL, and Rule-Obj-Activity
instances for each of the sections on each of the composite screens. You can use this
information to change the labels on a composite screen or to display different information.
The Rule-Connect-SQL information identifies where Customer Process Manager obtains the
information that appears on the composite screens.

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Account Composite Gadget
The Account Composite gadget displays information regarding the account you selected during search processing. This
information enables you to respond to customer inquiries on account balance, status, and transactions; research prior
interactions and service items; and document notes and comments.

Account Composite Gadget

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Account Information, General Rule-HTML-Section: PegaCA-Interface-Account.AppAcctInfoGeneral

Clipboard Page: pyWorkPage.Account

Account Type AccountType PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Active? Active PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Open Date AccountOpenDate PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Last Stmt Date LastStatementDate PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Next Stmt Date NextStatementDate PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Account Information, Address/Phone/Email Rule-HTML-Section: PegaApp-Interface-Account.AppAcctCommOptions

Clipboard Page: pyWorkPage.Account

(address block) AddressLine1 PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

(address block) AddressLine2 PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

(address block) AddressLine3 PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

(address block) AddressLine4 PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

(address block) AddressLine5 PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

(address block) City PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

(address block) StateCode PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

(address block) ZipCode PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

(address block) CountryCode PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

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 Phone HomePhone PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Fax Fax PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

E-mail Email PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Account Information, Financial Rule-HTML-Section: PegaApp-Interface-Account.AppAcctInfoFinancial

Clipboard Page: pyWorkPage.Account

Current Bal AvailableBalance PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Avg Month Bal AverageMonthlyBalanc PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

e

YTD Payments YTDPayments PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Minimum Due MinimumDue PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Next Due Date NextDueDate PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Last Pay Amt LastPaymentAmount PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Last Pay Date LastPaymentDate PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Account Information, Service Level Rule-HTML-Section: PegaCA-Interface-Account.AppAcctSLA

Clipboard Page: pyWorkPage.Account

SLA Profile Profile PegaCA-Interface-Account.AppGetAccountInfo PegaCA-Interface-Account.AppReadAccountInfo

Clipboard Page: pyWorkPage.Account.CAOverrideSLA

SLA Override SLAName N/A: List of object instances within the system PegaCA-Interface-.CAGetSLAOverride

Starts StartDate N/A: List of object instances within the system PegaCA-Interface-.CAGetSLAOverride

Ends EndDate N/A: List of object instances within the system PegaCA-Interface-.CAGetSLAOverride

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Recent Transactions and Statements Rule-HTML-Section: PegaCA-Interface-Account.CATxnsAndStatements

Clipboard Page: CAAccountRecentTransactions.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Interface-Account.CAAccountRecentTransactions

Txn ID TransactionId PegaCA-Interface-Account.CAListAccountRecentTransactions PegaCA-Interface-

Account.CAListAccountRecentTransactions

Date TransactionDate PegaCA-Interface-Account.CAListAccountRecentTransactions PegaCA-Interface-

Account.CAListAccountRecentTransactions

Description TransactionDescription PegaCA-Interface-Account.CAListAccountRecentTransactions PegaCA-Interface-

Account.CAListAccountRecentTransactions

Amount TransactionAmount PegaCA-Interface-Account.CAListAccountRecentTransactions PegaCA-Interface-

Account.CAListAccountRecentTransactions

Clipboard Page: CAAccountStatements.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Interface-Account.CAAccountStatements

Stmt ID StatementId PegaCA-Interface-Account.CAListAccountStatements PegaCA-Interface-

Account.CAListAccountStatements

Start Date StatementStartDate PegaCA-Interface-Account.CAListAccountStatements PegaCA-Interface-

Account.CAListAccountStatements

Start Bal StartingBalance PegaCA-Interface-Account.CAListAccountStatements PegaCA-Interface-

Account.CAListAccountStatements

End Date StatementEndDate PegaCA-Interface-Account.CAListAccountStatements PegaCA-Interface-

Account.CAListAccountStatements

End Bal EndingBalance PegaCA-Interface-Account.CAListAccountStatements PegaCA-Interface-

Account.CAListAccountStatements

Recent Interactions and Open Service Items Rule-HTML-Section: PegaCA-Interface-Account.CAInteractionsAndSvcItems

Clipboard Page: CAInteractionsByAccountNumber.pxResults (pagelist) Rule-Obj-ListView: Index-PegaCA-AccountInteractions.CAInteractionsByAccountNumber

(colored arrow) ContactDisposition N/A: List of object instances within the system PegaCA-Work-
Interaction.CAInteractionsByAccountNumber

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 Date CreateDateTime N/A: List of object instances within the system PegaCA-Work-
Interaction.CAInteractionsByAccountNumber

ID ItemID N/A: List of object instances within the system PegaCA-Work-

Interaction.CAInteractionsByAccountNumber

Channel InteractionType N/A: List of object instances within the system PegaCA-Work-
Interaction.CAInteractionsByAccountNumber

Clipboard Page: CAServiceItemsByAccount.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work.CAServiceItemsByAccount

(colored ball) OverallTimeLimit N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByAccountNumber

Open Date pxCreateDateTime N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByAccountNumber

ID pyID N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByAccountNumber

Type pyLabel N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByAccountNumber

Status pyStatusWork N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByAccountNumber

Operator pxUpdateOpName N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByAccountNumber

Opportunities Rule-HTML-Section: PegaCA-Interface-Account.CAOpportunities

Clipboard Page: pyWorkPage.Account.CARepresentative.pxResults (pagelist)

Rep REPRESENTATIVEN PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

AME

Rep ID REPRESENTATIVEID PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

Broker BROKERNAME PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

Broker ID BROKERID PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

Clipboard Page: CAOpportunityHistoryAccount.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOpportunityHistoryAccount

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 Date Opened pyCreateDateTime N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccount

Next Action NextActionRequired N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccount

Date NextActionDate N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccount

Status pyStatusWork N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccount

Clipboard Page: CAOpportunityHistoryAccount.pxResults.Products(1) (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOpportunityHistoryAccount

Product ProductID N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccount

Description ProductDescription Lookup based on ProductID value PegaCA-Work-

Interaction.CAGetOpportunityHistoryAccount

Clipboard Page: CAOfferHistoryAccount.pxResults.Campaign (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOfferHistoryAccount

Description pyLabel N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryAccount

Type CampaignType N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryAccount

Clipboard Page: CAOfferHistoryAccount.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOfferHistoryAccount

OfferDate DateOfOffer N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryAccount

ID CampaignName N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryAccount

Status OfferStatus N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryAccount

Offered By pyUserName Lookup based on .pxCreateOperator value PegaCA-Work-Interaction.CAGetOfferHistoryAccount

Authorized Contacts Rule-HTML-Section: PegaCA-Interface-Account.CAAuthorizedContacts

Clipboard Page: AppContactListForAccount.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Interface-Contact.AppContactListForAccount

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 Role RoleDescription PegaApp-Interface-Contact.AppListContactsForAcct PegaApp-Interface-Contact.AppListContactsForAcct

First Name FirstName PegaApp-Interface-Contact.AppListContactsForAcct PegaApp-Interface-Contact.AppListContactsForAcct

Middle Name MiddleName PegaApp-Interface-Contact.AppListContactsForAcct PegaApp-Interface-Contact.AppListContactsForAcct

Last Name LastName PegaApp-Interface-Contact.AppListContactsForAcct PegaApp-Interface-Contact.AppListContactsForAcct

ContactId ContactId PegaApp-Interface-Contact.AppListContactsForAcct PegaApp-Interface-Contact.AppListContactsForAcct

Effective Date DateAdded PegaApp-Interface-Contact.AppListContactsForAcct PegaApp-Interface-Contact.AppListContactsForAcct

Notes Rule-HTML-Section: PegaCA-Interface-Account.CANotes

Clipboard Page: AppAccountNotes.pxResults (pagelist) Rule-Obj-ListView: PegaApp-Interface-Account.AppAccountNotes

Note Notes PegaApp-Interface-Account.AppGetNotesForAccount PegaApp-Interface-Account.AppGetNotesForAccount

Date NoteDate PegaApp-Interface-Account.AppGetNotesForAccount PegaApp-Interface-Account.AppGetNotesForAccount

Operator ID TakenById PegaApp-Interface-Account.AppGetNotesForAccount PegaApp-Interface-Account.AppGetNotesForAccount

Contact Composite Gadget

The Contact Composite gadget displays information regarding the caller to whom you are speaking. You can view address and
communication options; research prior interactions and service items for this caller; view associations this caller had with other
accounts and business units; and document notes and comments.

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 Contact Composite Gadget

Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Address/Phone/Email, Address Table Rule-HTML-Section: PegaCA-Party.CAPartyCommOptions

Clipboard Page: AppAddressListForContact.pxResults (pagelist) Rule-Obj-ListView: PegaApp-Interface-Contact.AppAddressListForContact

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

(check mark) PrimaryAddress PegaApp-Interface-Contact.AppListAddressForContact PegaApp-Interface-Contact.AppListAddressesForContact

Type AddressTypeDescription PegaApp-Interface-Contact.AppListAddressForContact PegaApp-Interface-Contact.AppListAddressesForContact

Address Line 1 AddressLine1 PegaApp-Interface-Contact.AppListAddressForContact PegaApp-Interface-Contact.AppListAddressesForContact

Line 2 AddressLine2 PegaApp-Interface-Contact.AppListAddressForContact PegaApp-Interface-Contact.AppListAddressesForContact

City City PegaApp-Interface-Contact.AppListAddressForContact PegaApp-Interface-Contact.AppListAddressesForContact

State StateCode PegaApp-Interface-Contact.AppListAddressForContact PegaApp-Interface-Contact.AppListAddressesForContact

ZIP ZipCode PegaApp-Interface-Contact.AppListAddressForContact PegaApp-Interface-Contact.AppListAddressesForContact

Address/Phone/Email, Phone Table Rule-HTML-Section: PegaCA-Party.CAPartyCommOptions

Clipboard Page: AppCommOptionsForContact.pxResults (pagelist) Rule-Obj-ListView: PegaApp-Interface-Contact.AppCommOptionsForContact

(check mark) PrimaryCommunication PegaApp-Interface-Contact.AppListCommOptionsForContact PegaApp-Interface-Contact.AppCommOptionsForContact

Category Description PegaApp-Interface-Contact.AppListCommOptionsForContact PegaApp-Interface-Contact.AppCommOptionsForContact

Phone Number ContactString PegaApp-Interface-Contact.AppListCommOptionsForContact PegaApp-Interface-Contact.AppCommOptionsForContact

Address/Phone/Email, Email Table Rule-HTML-Section: PegaCA-Party.CAPartyCommOptions

Clipboard Page: AppCommOptionsForContact.pxResults (pagelist) Rule-Obj-ListView: PegaApp-Interface-Contact.AppCommOptionsForContact_Email

(check mark) PrimaryCommunication PegaApp-Interface-Contact.AppListCommOptionsForContact PegaApp-Interface-Contact.AppCommOptionsForContact

Type Description PegaApp-Interface-Contact.AppListCommOptionsForContact PegaApp-Interface-Contact.AppCommOptionsForContact

E-mail Address ContactString PegaApp-Interface-Contact.AppListCommOptionsForContact PegaApp-Interface-Contact.AppCommOptionsForContact

Profile, Personal Information Rule-HTML-Section: PegaApp-Party-Contact.AppContactPersonalInfo

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Clipboard Page: pyWorkPage.pyWorkParty(Contact)

Gender Gender PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Date of Birth DateOfBirth PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Marital Status MaritalStatus PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Employer pyCompany PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Position Occupation PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Profile, Communication Preferences Rule-HTML-Section: PegaApp-Party-Contact.AppCommPrefs

Clipboard Page: pyWorkPage.pyWorkParty(Contact)

Method CommunicationPreference PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Time of Day BestTimeToCall PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Language Language PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Profile, Verification Settings Rule-HTML-Section: PegaApp-Party-Contact.AppContactVerification

Clipboard Page: pyWorkPage.pyWorkParty(Contact)

SSN/TIN SocialSecurityNumber PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Mother's MotherMaidenName PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Maiden

Question SecurityQuestion PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Answer SecurityAnswer PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Profile, Marketing Preferences Rule-HTML-Section: PegaApp-Party-Contact.AppContactMarketingPrefs

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Clipboard Page: pyWorkPage.pyWorkParty(Contact)

Phone NoMarketingByPhone PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

E-mail NoMarketingByEmail PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Mail NoMarketingByMail PegaCA-Interface-Contact.AppGetContactInfo PegaCA-Work-.AppReadContactInfo

Recent Interactions and Open Service Items Rule-HTML-Section: PegaCA-Party-Contact.CAInteractionsAndSvcItems

Clipboard Page: CAInteractionsByContactID.pxResults (pagelist) Rule-Obj-ListView: Index-PegaCA-ContactInteractions.CAInteractionsByContactID

(colored arrow) ContactDisposition N/A: List of object instances within the system PegaCA-Work-Interaction.CAInteractionsByContactID

Date CreateDateTime N/A: List of object instances within the system PegaCA-Work-Interaction.CAInteractionsByContactID

ID ItemID N/A: List of object instances within the system PegaCA-Work-Interaction.CAInteractionsByContactID

Channel InteractionType N/A: List of object instances within the system PegaCA-Work-Interaction.CAInteractionsByContactID

Clipboard Page: CAServiceItemsByContact.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work.CAServiceItemsByContact

(colored ball) OverallTimeLimit N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByContactID

Open Date pxCreateDateTime N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByContactID

ID pyID N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByContactID

Type pyLabel N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByContactID

Status pyStatusWork N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByContactID

Operator pxUpdateOpName N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByContactID

Opportunities Rule-HTML-Section: PegaCA-Party-Contact.CAOpportunities

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Clipboard Page: pyWorkPage.pyWorkParty(Contact).CARepresentative – (Note: this section appears only when REPRESENTATIVEID is not blank)

Rep REPRESENTATIVENAME PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

Rep ID REPRESENTATIVEID PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

Broker BROKERNAME PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

Broker ID BROKERID PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

Clipboard Page: CAOpportunityHistoryContact.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOpportunityHistoryContact

Date Opened pxCreateDateTime N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOpportunityHistoryContact

Clipboard Page: CAOpportunityHistoryContact.pxResults.Products(1) (pagelist)

Product ProductID N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOpportunityHistoryContact

Description ProductDescription Lookup based on ProductID value PegaCA-Work-Interaction.CAGetOpportunityHistoryContact

Clipboard Page: CAOpportunityHistoryContact.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOpportunityHistoryContact

Status pyStatusWork N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOpportunityHistoryContact

Next Action NextActionRequired N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOpportunityHistoryContact

Date NextActionDate N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOpportunityHistoryContact

Clipboard Page: CAOfferHistoryContact.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOfferHistoryContact

Offer Date DateOfOffer N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryContact

ID CampaignName N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryContact

Clipboard Page: CAOfferHistoryContact.pxResults.Campaign (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOfferHistoryContact

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Description pyLabel N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryContact

Type CampaignType N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryContact

Clipboard Page: CAOfferHistoryContact.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOfferHistoryContact

Status OfferStatus N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryContact

Offered By pyUserName Lookup based on .pxCreateOperator value PegaCA-Work-Interaction.CAGetOfferHistoryContact

Account and Business Unit Associations Rule-HTML-Section: PegaCA-Party-Contact.CAAcctAndBUAssociations

Clipboard Page: AppAccountListForContact.pxResults (pagelist) Rule-Obj_ListView: PegaApp-Interface-Account.AppAccountListForContact

Account No. AccountNumber PegaApp-Interface-Account.AppGetAccountListForContact PegaApp-Interface-Account.AppReadAccountList

Role RoleDescription PegaApp-Interface-Account.AppGetAccountListForContact PegaApp-Interface-Account.AppReadAccountList

Type ProductId PegaApp-Interface-Account.AppGetAccountListForContact PegaApp-Interface-Account.AppReadAccountList

Description ProductDescription PegaApp-Interface-Account.AppGetAccountListForContact PegaApp-Interface-Account.AppReadAccountList

Status Status PegaApp-Interface-Account.AppGetAccountListForContact PegaApp-Interface-Account.AppReadAccountList

Open Date AccountOpenDate PegaApp-Interface-Account.AppGetAccountListForContact PegaApp-Interface-Account.AppReadAccountList

Clipboard Page: AppBUListForContact.pxResults (pagelist) Rule-Obj-ListView: PegaApp-Interface-BusinessUnit.AppBUListForContact

Business Unit BusinessUnitName PegaApp-Interface-BusinessUnit.AppListBUsForContact PegaApp-Interface-BusinessUnit.AppListBUsForContact

Role RoleDescription PegaApp-Interface-BusinessUnit.AppListBUsForContact PegaApp-Interface-BusinessUnit.AppListBUsForContact

ID BusinessUnitId PegaApp-Interface-BusinessUnit.AppListBUsForContact PegaApp-Interface-BusinessUnit.AppListBUsForContact

Address AddressLine1 PegaApp-Interface-BusinessUnit.AppListBUsForContact PegaApp-Interface-BusinessUnit.AppListBUsForContact

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

City City PegaApp-Interface-BusinessUnit.AppListBUsForContact PegaApp-Interface-BusinessUnit.AppListBUsForContact

State StateCode PegaApp-Interface-BusinessUnit.AppListBUsForContact PegaApp-Interface-BusinessUnit.AppListBUsForContact

Notes Rule-HTML-Section: PegaCA-Party-Contact.CANotes

Clipboard Page: AppContactNotes.pxResults (pagelist) Rule-Obj-ListView: PegaApp-Interface-Contact.AppContactNotes

Note Notes PegaApp-Interface-Contact.AppGetNotesForContact PegaApp-Interface-Contact.AppGetNotesForContact

Date NoteDate PegaApp-Interface-Contact.AppGetNotesForContact PegaApp-Interface-Contact.AppGetNotesForContact

Operator ID TakenById PegaApp-Interface-Contact.AppGetNotesForContact PegaApp-Interface-Contact.AppGetNotesForContact

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Account Owner Composite Gadget
The Account Owner Composite gadget displays information pertaining to the owner of the account. The sections within this
gadget vary depending on whether the caller is the owner of the account that is selected during search processing or whether
another individual is the owner.

Account Owner Composite Gadget

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Address/Phone/Email, Address Table Rule-HTML-Section: PegaApp-Party-.AppPartyCommOptions

Clipboard Page: AppAddressListForOwner.pxResults (pagelist)

(check mark) PrimaryAddress PegaApp-Interface- PegaCA-Interface-.CAListAddressesForOwner

.AppListAddressesForOwner

Type AddressTypeDescription PegaApp-Interface- PegaCA-Interface-.CAListAddressesForOwner

.AppListAddressesForOwner

Address Line 1 AddressLine1 PegaApp-Interface- PegaCA-Interface-.CAListAddressesForOwner

.AppListAddressesForOwner

Line 2 AddressLine2 PegaApp-Interface- PegaCA-Interface-.CAListAddressesForOwner

.AppListAddressesForOwner

City City PegaApp-Interface- PegaCA-Interface-.CAListAddressesForOwner

.AppListAddressesForOwner

State StateCode PegaApp-Interface- PegaCA-Interface-.CAListAddressesForOwner

.AppListAddressesForOwner

ZIP ZipCode PegaApp-Interface- PegaCA-Interface-.CAListAddressesForOwner

.AppListAddressesForOwner

Address/Phone/Email, Phone Table Rule-HTML-Section: PegaApp-Party-.AppPartyCommOptions

Clipboard Page: AppCommOptionsForOwner.pxResults (pagelist)

(check mark) PrimaryCommunication PegaApp-Interface- PegaApp-Interface-.AppCommOptionsForOwner

.AppListCommOptionsForOwner

Category Description PegaApp-Interface- PegaApp-Interface-.AppCommOptionsForOwner

.AppListCommOptionsForOwner

Phone Number ContactString PegaApp-Interface- PegaApp-Interface-.AppCommOptionsForOwner

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

.AppListCommOptionsForOwner

Address/Phone/Email, Email Table Rule-HTML-Section: PegaApp-Party-.AppPartyCommOptions

Clipboard Page: AppCommOptionsForOwner.pxResults (pagelist)

(check mark) PrimaryCommunication PegaApp-Interface- PegaApp-Interface-.AppCommOptionsForOwner

.AppListCommOptionsForOwner

Type Description PegaApp-Interface- PegaApp-Interface-.AppCommOptionsForOwner

.AppListCommOptionsForOwner

E-mail Address ContactString PegaApp-Interface- PegaApp-Interface-.AppCommOptionsForOwner

.AppListCommOptionsForOwner

Service Level Profile Rule-HTML- (when Contact = Owner, this is the only section displayed)
Section: PegaCA-Party-
AccountOwner.CASvcLevelProfile

Clipboard Page: pyWorkPage.pyWorkParty(AccountOwner) – (Note: When Contact=Owner, this is the only section that appears)

Profile Profile PegaApp-Interface- PegaCA-Interface-AccountOwner.AppReadAccountOwnerInfo

Contact.AppGetContactInfo

Clipboard Page: pyWorkPage.pyWorkParty(AccountOwner).CAOverrideSLA

Override Name SLAName N/A: List of object instances within PegaCA-Interface-.CAGetSLAOverride

the system

Override Starts StartDate N/A: List of object instances within PegaCA-Interface-.CAGetSLAOverride

the system

Override Ends EndDate N/A: List of object instances within PegaCA-Interface-.CAGetSLAOverride

the system

Recent Interactions and Open Service Items Rule-HTML-Section: PegaCA-Party-AccountOwner.CAInteractionsAndSvcItems

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Clipboard Page: CAInteractionsByAccountOwner.pxResults (pagelist) Rule-Obj-ListView: Index-PegaCA-ContactInteractions.CAInteractionsByAccountOwner

(colored arrow) ContactDisposition N/A: List of object instances within PegaCA-Work-Interaction.CAInteractionsByAccountOwner

the system

Date CreateDateTime N/A: List of object instances within PegaCA-Work-Interaction.CAInteractionsByAccountOwner

the system

ID ItemID N/A: List of object instances within PegaCA-Work-Interaction.CAInteractionsByAccountOwner

the system

Channel InteractionType N/A: List of object instances within PegaCA-Work-Interaction.CAInteractionsByAccountOwner

the system

Clipboard Page: CAServiceItemsByAccountOwner.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work.CAServiceItemsByAccountOwner

(colored ball) OverallTimeLimit N/A: List of object instances within PegaCA-Work.CAServiceItemsByAccountOwner

the system

Open Date pxCreateDateTime N/A: List of object instances within PegaCA-Work.CAServiceItemsByAccountOwner

the system

ID pyID N/A: List of object instances within PegaCA-Work.CAServiceItemsByAccountOwner

the system

Type pyLabel N/A: List of object instances within PegaCA-Work.CAServiceItemsByAccountOwner

the system

Status pyStatusWork N/A: List of object instances within PegaCA-Work.CAServiceItemsByAccountOwner

the system

Operator pxUpdateOpName N/A: List of object instances within PegaCA-Work.CAServiceItemsByAccountOwner

the system

Opportunities Rule-HTML-Section: PegaCA-Party-AccountOwner.CAOpportunities

Clipboard Page: pyWorkPage.pyWorkParty(Contact).CARepresentative – (Note: this section appears only when WHEN REPRESENTATIVEID is not blank)

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Rep REPRESENTATIVENAME PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

Rep ID REPRESENTATIVEID PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

Broker BROKERNAME PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

Broker ID BROKERID PegaCA-Representative.CATMGetLinkRep PegaCA-Interface-Account.CAGetSalesRepLink

Clipboard Page: CAOpportunityHistoryContact.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOpportunityHistoryAccountOwner

Date Opened pxCreateDateTime N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccountO
wner

Clipboard Page: CAOpportunityHistoryContact.pxResults.Products(1) (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOpportunityHistoryAccountOwner

Product ProductID N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccountO
wner

Description ProductDescription Lookup based on ProductID value PegaCA-Work-

Interaction.CAGetOpportunityHistoryAccountO
wner

Clipboard Page: CAOpportunityHistoryContact.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOpportunityHistoryAccountOwner

Status pyStatusWork N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccountO
wner

Next Action NextActionRequired N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccountO
wner

Date NextActionDate N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccountO
wner

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Clipboard Page: CAOfferHistoryContact.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOfferHistoryAccountOwner

Offer Date DateOfOffer N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOfferHistoryAccountOwner

ID CampaignName N/A: List of object instances within the system PegaCA-Work-

Interaction.CAGetOfferHistoryAccountOwner

Clipboard Page: CAOfferHistoryContact.pxResults.Campaign (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOfferHistoryAccountOwner

Description pyLabel N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOfferHistoryAccountOwner

Type CampaignType N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOfferHistoryAccountOwner

Clipboard Page: CAOfferHistoryContact.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOfferHistoryAccountOwner

Status OfferStatus N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOfferHistoryAccountOwner

Offered By pyUserName Lookup based on .pxCreateOperator value PegaCA-Work-

Interaction.CAGetOfferHistoryAccountOwner

Account and Business Unit Associations Rule-HTML-Section: PegaCA-Party-AccountOwner.CAAcctAndBUAssociations

Clipboard Page: AppAccountListForOwner.pxResults (pagelist) Rule-Obj-ListView: PegaApp-Interface-Account.AppAccountListForOwner

Account No. AccountNumber PegaApp-Interface- PegaApp-Interface-Account.AppReadAccountListByOwner

Account.AppGetAccountListForOw
ner

Role RoleDescription PegaApp-Interface- PegaApp-Interface-Account.AppReadAccountListByOwner

Account.AppGetAccountListForOw
ner

Type ProductId PegaApp-Interface- PegaApp-Interface-Account.AppReadAccountListByOwner

Account.AppGetAccountListForOw

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

ner

Description ProductDescription PegaApp-Interface- PegaApp-Interface-Account.AppReadAccountListByOwner

Account.AppGetAccountListForOw
ner

Status Status PegaApp-Interface- PegaApp-Interface-Account.AppReadAccountListByOwner

Account.AppGetAccountListForOw
ner

Open Date AccountOpenDate PegaApp-Interface- PegaApp-Interface-Account.AppReadAccountListByOwner

Account.AppGetAccountListForOw
ner

Clipboard Page: AppBUListForOwner.pxResults (pagelist) Rule-Obj-ListView: PegaApp-Interface-BusinessUnit.AppBUListForOwner

Business Unit BusinessUnitName PegaApp-Interface- PegaApp-Interface-BusinessUnit.AppListBUsForOwner

BusinessUnit.AppListBUsForOwner

Role RoleDescription PegaApp-Interface- PegaApp-Interface-BusinessUnit.AppListBUsForOwner

BusinessUnit.AppListBUsForOwner

ID BusinessUnitId PegaApp-Interface- PegaApp-Interface-BusinessUnit.AppListBUsForOwner

BusinessUnit.AppListBUsForOwner

Address AddressLine1 PegaApp-Interface- PegaApp-Interface-BusinessUnit.AppListBUsForOwner

BusinessUnit.AppListBUsForOwner

City City PegaApp-Interface- PegaApp-Interface-BusinessUnit.AppListBUsForOwner

BusinessUnit.AppListBUsForOwner

State StateCode PegaApp-Interface- PegaApp-Interface-BusinessUnit.AppListBUsForOwner

BusinessUnit.AppListBUsForOwner

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Business Unit Composite Gadget
The Business Unit Composite gadget appears only if a business unit is selected during search processing, or if a business unit is
the owner of the account selected during search processing.

Business Unit Composite Gadget

Label Property Name Rule-Connect-SQL Rule-Obj-Activity

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Address/Phone/Email, Address Table Rule-HTML-Section: PegaApp-Party-.AppPartyCommOptions

Clipboard Page: AppAddressListForOwner.pxResults (pagelist)

(check mark) PrimaryAddress PegaApp-Interface-.AppListAddressesForOwner PegaCA-Interface-.CAListAddressesForOwner

Type AddressTypeDescription PegaApp-Interface-.AppListAddressesForOwner PegaCA-Interface-.CAListAddressesForOwner

Address Line 1 AddressLine1 PegaApp-Interface-.AppListAddressesForOwner PegaCA-Interface-.CAListAddressesForOwner

Line 2 AddressLine2 PegaApp-Interface-.AppListAddressesForOwner PegaCA-Interface-.CAListAddressesForOwner

City City PegaApp-Interface-.AppListAddressesForOwner PegaCA-Interface-.CAListAddressesForOwner

State StateCode PegaApp-Interface-.AppListAddressesForOwner PegaCA-Interface-.CAListAddressesForOwner

ZIP ZipCode PegaApp-Interface-.AppListAddressesForOwner PegaCA-Interface-.CAListAddressesForOwner

Address/Phone/Email, Phone Table Rule-HTML-Section: PegaApp-Party-.AppPartyCommOptions

Clipboard Page: AppCommOptionsForOwner.pxResults (pagelist)

(check mark) PrimaryCommunication PegaApp-Interface-.AppListCommOptionsForOwner PegaApp-Interface-.AppCommOptionsForOwner

Type Description PegaApp-Interface-.AppListCommOptionsForOwner PegaApp-Interface-.AppCommOptionsForOwner

Phone Number ContactString PegaApp-Interface-.AppListCommOptionsForOwner PegaApp-Interface-.AppCommOptionsForOwner

Address/Phone/Email, Email Table Rule-HTML-Section: PegaApp-Party-.AppPartyCommOptions

Clipboard Page: AppCommOptionsForOwner.pxResults (pagelist)

(check mark) PrimaryCommunication PegaApp-Interface-.AppListCommOptionsForOwner PegaApp-Interface-.AppCommOptionsForOwner

Type Description PegaApp-Interface-.AppListCommOptionsForOwner PegaApp-Interface-.AppCommOptionsForOwner

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

E-mail Address ContactString PegaApp-Interface-.AppListCommOptionsForOwner PegaApp-Interface-.AppCommOptionsForOwner

Profile, General Rule-HTML-Section: PegaApp-Party-AccountOwner.AppBUProfile

Clipboard Page: pyWorkPage.pyWorkParty(AccountOwner)

Industry Code IndustryCode PegaApp-Interface-BusinessUnit.AppGetBusinessUnitIDInfo PegaCA-Interface-

AccountOwner.AppReadAccountOwnerInfo

Tax ID TaxId PegaApp-Interface-BusinessUnit.AppGetBusinessUnitIDInfo PegaCA-Interface-

AccountOwner.AppReadAccountOwnerInfo

Customer Type CustomerType PegaApp-Interface-BusinessUnit.AppGetBusinessUnitIDInfo PegaCA-Interface-

AccountOwner.AppReadAccountOwnerInfo

Status Status PegaApp-Interface-BusinessUnit.AppGetBusinessUnitIDInfo PegaCA-Interface-

AccountOwner.AppReadAccountOwnerInfo

Service Level Rule-HTML-Section: PegaApp-Party-AccountOwner.AppBUProfile

Clipboard Page: pyWorkPage.pyWorkParty(AccountOwner)

SLA Profile Profile PegaApp-Interface-BusinessUnit.AppGetBusinessUnitIDInfo PegaCA-Interface-

AccountOwner.AppReadAccountOwnerInfo

SLA Override SLAName N/A: List of object instances within the system PegaCA-Interface-.CAGetSLAOverride

Starts StartDate N/A: List of object instances within the system PegaCA-Interface-.CAGetSLAOverride

Ends EndDate N/A: List of object instances within the system PegaCA-Interface-.CAGetSLAOverride

Recent Interactions and Open Service Items Rule-HTML-Section: PegaCA-Party-AccountOwner.CAInteractionsAndSvcItems

Clipboard Page: CAInteractionsByBusinessUnit.pxResults (pagelist) Rule-Obj-ListView: Index-PegaCA-ContactInteractions.CAInteractionsByAccountOwner

(colored arrow) ContactDisposition N/A: List of object instances within the system PegaCA-Work-Interaction.CAInteractionsByBusinessUnit

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Date CreateDateTime N/A: List of object instances within the system PegaCA-Work-Interaction.CAInteractionsByBusinessUnit

ID ItemID N/A: List of object instances within the system PegaCA-Work-Interaction.CAInteractionsByBusinessUnit

Channel InteractionType N/A: List of object instances within the system PegaCA-Work-Interaction.CAInteractionsByBusinessUnit

Clipboard Page: CAServiceItemsByBusinessUnit.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work.CAServiceItemsByAccountOwner

(colored ball) OverallTimeLimit N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByBusinessUnit

Open Date pxCreateDateTime N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByBusinessUnit

ID pyID N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByBusinessUnit

Type pyLabel N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByBusinessUnit

Status pyStatusWork N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByBusinessUnit

Operator pxUpdateOpName N/A: List of object instances within the system PegaCA-Work.CAServiceItemsByBusinessUnit

Opportunities Rule-HTML-Section: PegaCA-Party-AccountOwner.CAOpportunities

Clipboard Page: CAOpportunityHistoryAccountOwner.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOpportunityHistoryAccountOwner

Date Opened pxCreateDateTime N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccountOwner

Clipboard Page: CAOpportunityHistoryAccountOwner.pxResults.Products(1) (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOpportunityHistoryAccountOwner

Product ProductId N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccountOwner

Description ProductDescription N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccountOwner

Clipboard Page: CAOpportunityHistoryAccountOwner.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOpportunityHistoryAccountOwner

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Status pyStatusWork N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccountOwner

Next Action NextActionRequired N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccountOwner

Date NextActionDate N/A: List of object instances within the system PegaCA-Work-
Interaction.CAGetOpportunityHistoryAccountOwner

Clipboard Page: CAOfferHistoryBusinessUnit.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOfferHistoryAccountOwner

Offer Date DateOfOffer N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryBusinessUnit

ID CampaignName N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryBusinessUnit

Clipboard Page: CAOfferHistoryBusinessUnit.pxResults.Campaign (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOfferHistoryAccountOwner

Description pyLabel N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryBusinessUnit

Type CampaignType N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryBusinessUnit

Clipboard Page: CAOfferHistoryBusinessUnit.pxResults (pagelist) Rule-Obj-ListView: PegaCA-Work-Opportunity.CAOfferHistoryAccountOwner

Status OfferStatus N/A: List of object instances within the system PegaCA-Work-Interaction.CAGetOfferHistoryBusinessUnit

Offered By pyUserName Lookup based on .pxCreateOperator value PegaCA-Work-Interaction.CAGetOfferHistoryBusinessUnit

Contact, Account and Business Unit Associations Rule-HTML-Section: PegaCA-Party-AccountOwner.CAContactAcctBUAssociations

Clipboard Page: AppContactListForBU.pxResults (pagelist) Rule-Obj-ListView: PegaApp-Interface-Contact.AppContactListForBU

Role RoleDescription PegaApp-Interface-Contact.AppListContactsForBU PegaApp-Interface-Contact.AppListContactsForBU

First Name FirstName PegaApp-Interface-Contact.AppListContactsForBU PegaApp-Interface-Contact.AppListContactsForBU

Middle Name MiddleName PegaApp-Interface-Contact.AppListContactsForBU PegaApp-Interface-Contact.AppListContactsForBU

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

Last Name LastName PegaApp-Interface-Contact.AppListContactsForBU PegaApp-Interface-Contact.AppListContactsForBU

ContactId ContactId PegaApp-Interface-Contact.AppListContactsForBU PegaApp-Interface-Contact.AppListContactsForBU

Effective Date DateAdded PegaApp-Interface-Contact.AppListContactsForBU PegaApp-Interface-Contact.AppListContactsForBU

Clipboard Page: AppAccountListForOwner.pxResults (pagelist) Rule-Obj-ListView: PegaApp-Interface-Account.AppAccountListForOwner

Account No. AccountNumber PegaApp-Interface-Account.AppGetAccountListForOwner PegaApp-Interface-

Account.AppReadAccountListByOwner

Role RoleDescription PegaApp-Interface-Account.AppGetAccountListForOwner PegaApp-Interface-

Account.AppReadAccountListByOwner

Type ProductId PegaApp-Interface-Account.AppGetAccountListForOwner PegaApp-Interface-

Account.AppReadAccountListByOwner

Description ProductDescription PegaApp-Interface-Account.AppGetAccountListForOwner PegaApp-Interface-

Account.AppReadAccountListByOwner

Status Status PegaApp-Interface-Account.AppGetAccountListForOwner PegaApp-Interface-

Account.AppReadAccountListByOwner

Open Date AccountOpenDate PegaApp-Interface-Account.AppGetAccountListForOwner PegaApp-Interface-

Account.AppReadAccountListByOwner

Clipboard Page: AppBUListForOwner.pxResults (pagelist) Rule-Obj-ListView: PegaApp-Interface-Account.AppAccountListForOwner

Business Unit BusinessUnitName PegaApp-Interface-BusinessUnit.AppListBUsForBUOwner PegaApp-Interface-BusinessUnit.AppListBUsForOwner

Role RoleDescription PegaApp-Interface-BusinessUnit.AppListBUsForBUOwner PegaApp-Interface-BusinessUnit.AppListBUsForOwner

ID BusinessUnitId PegaApp-Interface-BusinessUnit.AppListBUsForBUOwner PegaApp-Interface-BusinessUnit.AppListBUsForOwner

Address AddressLine1 PegaApp-Interface-BusinessUnit.AppListBUsForBUOwner PegaApp-Interface-BusinessUnit.AppListBUsForOwner

City City PegaApp-Interface-BusinessUnit.AppListBUsForBUOwner PegaApp-Interface-BusinessUnit.AppListBUsForOwner

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Label Property Name Rule-Connect-SQL Rule-Obj-Activity

State StateCode PegaApp-Interface-BusinessUnit.AppListBUsForBUOwner PegaApp-Interface-BusinessUnit.AppListBUsForOwner

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Appendix B: UI Component Styles
This appendix provides descriptions of various UI elements and how they are styled.
This Appendix is useful for developers whose functionality rests on top of the basic
CPM and possibly on top of additional framework layers.

Note: There is one customer override extension, that isn’t layered like CSS if more than one
overrides it.

This chapter contains the following sections:

 When Rules

 Drop-down Lists

 Sections

 Templates

 Activities

 Version Numbers

When Rules
In order for Framework extensions to display in the Branding Wizard, the When rule
CPMCustomerBranding must be overridden and set to “true”.

Drop-down Lists
Currently the CPM extensions to the Branding Wizard support two levels of categorization:
 Category — predetermined (CPM, Frameworks, Customer)

 Elements — used to add additional branding questions for custom styles not found in lower layers.

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Category
The category is set to CPM Frameworks and should change to your corresponding
framework (i.e. Healthcare, Card, etc.) The category is found in the first step of the activity
CPMCustomerBrandingCategoryStyleExtension.

Elements
The Elements are created in the CPMCustomerBrandingElementStyleExtension activity.
Each entry is created by calling the CPMBrandingAppendResultsToTree activity.
Parameters are:
 TreePage — should remain param.ElementPage.

 sName — the text visible in the drop down for this entry.

 sValue —the value of the entry (no spaces).

Rendering looks like:

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Sections
Sections are created for the Branding Wizard to display the necessary questions to brand
your custom style. The sections should be created in the class Rule-PortalSkin. There needs
to be a section for each element you add to the Elements dropdown.
It is recommend that you reuse existing sections that live in Embed-Skin-* classes first
before creating your own. These sections should be placed inside your section.
Your section must be named with the sValue of the Category and Element combined. In
this example, your section would be named CPMCustomerHeaderArea.

Includes
Include your sections in the CPMCustomerBrandingCustomSections section.
You can do a straight include

<pega:include name="InteractionArea" type="Rule-HTML-Section" />

or a conditional include based upon the value of a property.

Templates
Once you have added your sections, the properties contained on these sections will
appear on the clipboard (see activities, css conversion), which can be stream
processed by the Branding Wizard to create the final style sheet. The CPM extensions
allow you to add your custom styles to the main style sheets (as opposed to additional
style sheets per harness.) These styles will be seen by all harnesses in your
application.

The extension is broken down into two parts:

 Branding extensions

 Additional extensions

Branding
Styles where the Branding Wizard is querying the end user should be placed in the
extension HTML file CPMCustomerBrandingExtension.
For example:

#cpminteractiontabs li td.cpmInteractionTabMainLabelStyle {
<pega:reference name=".CSSInteractionTabs.pyCollapsed.pyFont.pyFamily"
mode="literal" />
font-size: <pega:reference name=".CSSInteractionTabs.pyCollapsed.pyFont.pySize"
mode="literal" />;
font-weight: <pega:reference
name=".CSSInteractionTabs.pyCollapsed.pyFont.pyWeight" mode="literal" />;
text-align: left;
color: <pega:reference name=".CSSInteractionTabs.pyCollapsed.pyFont.pyColor"
mode="literal" />;

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 padding-left: 5px;
}

Additional
Additional styles that you want in the main style sheet, but no (or limited) branding
questions are asked, should be placed in the extension HTML file
CPMCustomerAdditionalExtension. This file is also stream processed and styles that are
mostly hardcoded but might want to utilize a generic overall branding style (like font
family, which is asked in the general area, or styles generated by “quick create”.) should
go here.

Activities

Apply Models
CPMCustomerApplyExtensionModels is used for activities that are called to extend the
functionality of the Branding Wizard (set properties, apply models, etc.).
CPMCustomerApplyExtensionModels is where you:
 Create a clipboard page for your properties that will be used by your sections.

 Apply a model for your properties (there are generic models for commonly used properties).

 Do initial property sets.

See CPMApplyExtensionModels for examples.

CSS Conversion
CSS Conversion activities take your data entered into the Branding Wizard via your new
sections and convert it to properties on the clipboard for stream processing. The extension
activity CPMCustomerBrandingConvertCSSExtension is used for CSS conversion.

Note: Data can be copied or converted (translating colors, fonts, etc, to match CSS).

Version Numbers
When you add new extensions to the Branding Wizard you need increase the Branding
Wizard version. The Branding Wizard checks for the version of the data model to
ensure that older skins work, even though the data model might have changed.

Extend Rule-PortalSkin.pySetLatestVersion to your RuleSet and increment the version

number.

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