Pega Customer Service

7.21

IMPLEMENTATION GUIDE
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DOCUMENT: Pega Customer Service Implementation Guide

SOFTWARE VERSION: 7.21
PUBLISHED: Tuesday, May 17, 2016

Feedback

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CONTENTS

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

Pega Customer Service Implementation Guide 3

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

Pega Customer Service Implementation Guide 4

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

Pega Customer Service Implementation Guide 5

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

Pega Customer Service Implementation Guide 6

Overview

Overview
Pega Customer Service helps reduce service costs and improve customer satisfaction through a
process-driven approach that resolves customer issues with context, immediacy, and relevance at the
initial point-of-contact. With this application, your company has new capabilities to:

l Improve service effectiveness by providing guided and personalized customer service processes.

l Increase operational productivity by automating work across business and technology silos.

l Increase customer retention and cross-sell revenue.

l Reduce training time.

l Ensure an optimal customer service experience.

The Pega Customer Service application includes multiple components. Some components are
optional.

The Industry Specific Data Model and Industry Specific Service Processes are provided for you in the
Pega Customer Service application.

Pega Customer Service Implementation Guide 7

Overview

Implementation delivery methodology

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

l Initiate

l Delivery

Initiate stage
In the Initiate stage, the implementation teams build out the foundation or baseline of the application
and prepare for the work that is necessary to configure the first production release and subsequent
extension releases. Building a strong foundation to support expansion and reuse is core to the
success of an implementation.

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

Plan
Align the vision and roadmap to establish the foundation for the implementation. High-level tasks
include:

l Defining the production release milestone

l Refining scope alignment

l Determining the implementation methodology

Setup
Validate and review the Pega-provided features and capabilities with customer requirements and
expectations. Tasks include:

l Establishing environments and processes

l Creating the baseline application

l Loading sample data

l Demonstrating the baseline application

Pega Customer Service Implementation Guide 8

Overview

l Performing a gap analysis

l Reviewing business needs and outcomes

Prepare
Prepare for the delivery of Pega Customer Service. These topics are outside the scope of this guide
and are not discussed further. Tasks include:

l Confirming resources

l Enabling team members

l Establishing governance

At the conclusion of the Initiate stage, the scope of the work for the first production release is
defined. For Scrum, the scope of the work is identified with an initial backlog. For Iterative Waterfall,
a specification list and schedule are prepared and finalized.

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

This guide provides information to support both implementation methodologies during the delivery
stage.

Prerequisites
Before you start your Pega Customer Service implementation, make sure you understand the
following information:

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

l Basic functionality of the Pega Customer Service application. Enroll in Pega Customer Service
Fundamentals on the Pega Academy site.

l Telephony terminology and architecture. For an overview, watch Understanding Telephony with
Pega Call.

l The sections of the Designer Studio home page, and the menu names in the header section.

Pega Customer Service Implementation Guide 9

Overview

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

Pega Customer Service application stack

Pega Customer Service Implementation Guide 10

Initiate stage

Initiate stage
The Initiate stage includes the following tasks:

l Create the baseline application

l Load sample data

l Perform the gap analysis

Step 1: Create the baseline application

The first step for a new implementation is to create the application on which the new implementation
will be built. Use the New Application wizard to create the new application, and build it on Customer
Service 7.21. The wizard creates the application structure for you. See the article Create new
applications with the New Application wizard for an example on completing these fields.

Note: The MyCoCA sample application is no longer shipped with Pega Customer Service. The rules
that were associated with the MyCoCAapplication ruleset have been moved to the PegaAppCA
ruleset. A new, unlocked sample application, Pega Customer Service Sample Application, is included
with the installation. The sample application can be utilized for quick configurations or other rule
changes, without requiring the creation of a new application using the New Application wizard.

Running the New Application wizard

To create an application on a Pega Customer Service application, use the New Application wizard.

1. Log in to the application using these credentials:

User Name: casysadmin

Password: install

2. Click Application> New Application .

3. In the What type of application would you like to create? list, leave the default value
(Enterprise) selected.

4. Click Create new application .

5. Complete the Application Settings page. If this is the first time that you are running the wizard,

Pega Customer Service Implementation Guide 11

 Initiate stage

ensure that:

a. The Built on application field is set to Customer Service 7.21.

b. The Application structure field is set to Framework and Implementation.

For more information about the Application Settings page, see the Pega 7 Platform help topic
Configuring application settings in the New Application wizard.

6. Click Next.

7. Enter each known business objective, and click Add business objective.

8. When you finish adding business objectives, click Next.

9. Select the application-provided case types to include, and click Next.

10. Select the application-provided data types to include. Click Preview to see the application records
and structure that will be created for you by the wizard.

11. After confirming the proposed application structure, click Create.

12. Once the application is created, note the operator IDs created. Log out and then log in using the
administrator ID created.

Results of running the New Application wizard

The New Application wizard creates the application class structure for you. You can reuse the classes
and rulesets created by the wizard in future applications that you create. As you implement this
application and future applications, you can apply Reuse and Version Management principles to
help you decide where in the class structure to create your rules to improve the maintainability and
overall efficiency of your application.

For more information on the structure and rulesets generated by the wizard, see Understanding
the Class Structure and Rulesets generated by the Application Accelerator.

Note: Even though this article refers to PRPC version 6, the content still applies to the Pega 7
Platform.

Step 2: Load sample data

Pega Customer Service is shipped with sample data to support the Pega-provided demonstration
application. It is recommended that customer-supplied sample data be loaded so that the gap

Pega Customer Service Implementation Guide 12

Initiate stage

analysis efforts are more meaningful for the client.

Refer to Importing Sample Data in the Pega Customer Service Installation Guide on the Pega
Customer Service landing page.
(Optional) Importing Pega Marketing sample data

Pega Customer Service ships with a set of sample offers and strategies to present context based
offers and actions in the Next-Best-Action Adapter widget during CSR interactions. These sample
offers are included in the CSMarketing.zip file located in the Resource Kit directory of the media.

Import the CSMarketing.zip file into the Pega Marketing 7.21 application, to present context based
offers in the Next-Best-Action Adapter widget.

Note: Pega Marketing 7.21 requires a separate license.

The CSMarketing.zip file consists of two rulesets that are utilized for different purposes:

l Pegacs-MktgArtifacts: contains Pega Marketing rules such as issues, groups, proposition data,
offers, strategies, and containers.

l PegaCS-MktgRules: contains rules that are overridden from Pega Marketing to support customer
service business scenarios, such as activities and data transforms.

Reusing sample offers and strategies

You can reuse the strategies, offers, and its relevant logic in the implementation application. If
strategies and offers cannot be reused in the implementation layer, then perform the following steps.

1. Create the SR class.

2. Create issues and groups, offers and offer data.

3. Click Save as to save the strategies into the implementation ruleset and update or add logic to the
current relevant offers.

For more information, see Pega Marketing 7.21 User guide on PDN.

Step 3: Perform the gap analysis

Review what the application provides so that you can perform a gap analysis and focus on identifying
your site's specific requirements. There are two documents that define what is contained within your
application:

Pega Customer Service Implementation Guide 13

Initiate stage

l Application profile

An artifact includes a collection of business-related information that has processes, case types,
reports, specifications, participants, collaborators, and actors that are associated with the
implementation of your project.

l Application document

An artifact that includes specifications, process-flow snapshots, and requirements associated with
your application.

l Specification document

An artifact that includes specifications and linked requirements details associated with your
application.

Generating the Application profile

The Application Profile (AP) provides an inventory of specifications and requirements as it exists at a
specific moment in time. When you first generate an Application Profile, it shows the Pega-provided
components that come with the application.

1. Log in to the application using the following credentials:

User Name: casysadmin

Password: install

2. Click Designer Studio > Application > Tools > Document.

3. In the Select the document type you’d like to create section, click Application profile.

4. In the Application field, select Customer Service 7.21. This value determines the ruleset for
which the Application profile is generated.

5. In the Project Details section, enter values in the Project name and Organization name
fields.

6. Click Generate document.

Generating the Application document

You can generate information about the rules already included with the application. This allows you
to see what the application provides for you so that you can focus on identifying your site's specific
requirements.

Pega Customer Service Implementation Guide 14

Initiate stage

To document the rules provided by the application:

1. Log in to the application using the following credentials:

User Name: casysadmin

Password: install

2. Click Designer Studio > Application > Tools > Document.

3. In the Select the document type you’d like to create section, click Application
document.

4. Click Generate document.

Tip: You can control the level of detail included in the Application Document by modifying the
settings in the Options section. For more information, see the Pega 7 Platform help.

Generating the Specification document

The Specification document provides an inventory of specifications and requirements as it exists at a
specific moment in time.

1. Log in to the application using the following credentials:

User Name: casysadmin

Password: install

2. Click Designer Studio > Application > Tools > Document.

3. In the Select the document type you’d like to create section, click Specification
document.

4. In the Application field, select DMSample. This value determines the ruleset for which the
Specification Document is generated.

5. In the Choose Specifications section, select the Short Description check box to select all the
descriptions. Clear the check boxes of description if you do not want to include.

6. In The following chapters will be included in the document section, select the Include
all chapters check box.

7. Click Generate document.

Pega Customer Service Implementation Guide 15

Delivery stage

Delivery stage
The Delivery stage includes the following tasks:

l Defining requirements

l Building features

l Testing a new application

l Packaging a new application

Pega Customer Service Implementation Guide 16

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

l Reviewing extension requirements

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

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

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

Update the Application Specifications with planned changes as described in the Pega 7 Platform help
topic About Application Specifications.

The Implementation Planning Workbook helps you capture decisions as you define your
requirements. You can download the Implementation Planning Workbook from the Pega Customer
Service product page on the PDN: https://pdn.pega.com/products/pega-customer-service.

Follow these steps to define requirements:

1. Define the case type modifications and attributes

2. Define the data model

3. Define application behavior

4. Define behavior for additional components

5. Define the user experience (UX) customization

6. Define integration

7. Define the security model and organization structure

8. Define reporting requirements

Pega Customer Service Implementation Guide 17

Step 1: Define the case type modifications and attributes
Your application includes a set of predefined case types. A case is defined as a Service Case or a
Service Request, which is a process that your staff will execute to service your customers. Each case
contains one or more processes that will be extended or created to meet your business
requirements. If you do not see an existing case type, you can create one during your planning
process.

Case types, in the context of a customer service application, are used to define the work your
customer is asking you to perform. Examples of case types include: Issue a Credit Card, File a Claim,
and Open Up a New Account.

Each case type has one or more processes associated with it. When you define a new case type, you
provide stages for that case type. A stage is the first level of organizing work in your case type. Each
stage has one or more steps.

Note: The Pega-provided application lets you select legacy case types that were created in earlier
versions of the application. However, during configuration, you will notice that the legacy case types
have fewer options than the newer, stage-based case types.

Updating existing case types

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

1. In the explorer panel, click Cases.

2. Click the first case type.

3. Update the case-wide properties.

4. Update the processes associated with the case type.

Alternatively, you can add processes by using the Case Designer.

5. Repeat these steps for all case types.

Adding a new case type

If you require a case type that is not similar to any existing case types, create a new one that meets
your business requirements.

1. In the explorer panel, click Cases.

2. Click Add a case type.

Pega Customer Service Implementation Guide 18

3. Provide a name and description for the case.

4. Click Next.

5. Define the stages for the case type.

6. Click Finish .

You will configure the steps for each stage at a later time.

Defining class group to database table mapping

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

Use the Case type modifications worksheet in the Implementation Planning Workbook to record your
decisions during this procedure. Refer to the Classes and Properties landing page help topic in the
Pega 7 Platform help.

1. In the explorer panel, click App.

2. Click the first class in the application.

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

4. In the This Class setting, determine if the class is a class group or belongs to a class group. If it
belongs to a class group, determine which one.

5. Click the Test Connection button to determine the name of the table currently mapped to this
class.

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

7. Repeat these steps for each class in your application.

Confirming case type locking setting

When you created your case types using the New Application wizard, you reviewed the case type
settings for each case type. One of those settings is the locking behavior on the case, which affects
concurrent access to cases.

You can choose one of two types of locking:

Pega Customer Service Implementation Guide 19

 l A case is opened

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

l An action taken on case

Allows multiple users to work on a case at the same time.

Note: If you have already considered and set the locking behavior for each case type, you can skip
this step.

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

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

Use the Case type modifications worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

1. In the explorer panel, click Cases.

2. Click the first case type.

3. Click Locking in the case-wide settings.

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

5. Determine the lock timeout period for this case.

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

7. Repeat these steps for each case type.

Pega Customer Service Implementation Guide 20

Step 2: Define the data model
The application provides a set of data types, data pages, and sample data to begin implementing your
application. You will need to use the data from your site's system of record instead of using the
sample data provided by the application.

See the following topics for information about how to define the data model:

l Understanding the data model

l Mapping the application data

Understanding the data model

Data modeling involves relating a conceptual model of how data items relate to each other in an
application. The data model in the Pega 7 Platform refers to a set of rules that work together to
populate the data in your application. This data is displayed on the user interface to help the user
process the case and can help automate decisions in your business processes. The following rule
types constitute your data model:

l Data types

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

l Properties

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

l Data pages

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

Pega Customer Service Implementation Guide 21

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

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

Mapping the application data

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

Use the Data planning worksheet in the Implementation Planning Workbook to record your decisions
during this procedure.

1. In the explorer panel, click Data.

2. Click the first data type.

3. On the Data model tab, determine the properties to add, remove, or leave unchanged.

4. Repeat these steps for all existing data types.

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

Step 3: Define application behavior

To configure the functionality provided in Pega Customer Service, define the behavior of the
following:

Pega Customer Service Implementation Guide 22

 l Interaction types, drivers, and tasks

l Dialog, coaching, and knowledge management

l Portal search

l Interaction goals

l Call duration goals

l Call verification method

l Application settings

Defining interaction case types, driver categories, and tasks

Interaction case types, driver categories, and tasks determine the tasks to which a user has access
during an interaction with the customer. The interaction case type appears in the menu when you
click the +New menu in the header of the Interaction Portal. The +New menu enables you to start a
new Interaction.

When you finish running the New Application wizard, interaction case types are created for you. You
can determine which tasks are associated with those case types. Once you define the task, the task
appears as a selection when you click the Add Task button during the customer interaction.

Defining interaction case types

Use the Interaction types worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

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

2. In the Show interactions type in field, select All Inherited.

3. Determine which interaction types your application will use.

4. For each interaction type, determine if it should be present in the +New menu of the Interaction
Portal.

Defining Interaction Driver categories

Use the Interaction driver categories worksheet in the Implementation Planning Workbook to record
your decisions during this procedure.

Pega Customer Service Implementation Guide 23

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

2. In the Show drivers in field, select All Inherited.

3. Select the first interaction type in the Show categories for this interaction type field for
your application.

4. Click Run .

5. Scroll to the bottom of the screen.

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

7. Repeat for each interaction type for your application.

Define Intent Tasks

The Intent Tasks tab allows you to link a case type to an interaction type and driver category. If you
added new case types to your application, you can define a corresponding new interaction task.

Use the Interaction to task mapping worksheet in the Implementation Planning Workbook to record
your decisions during this procedure.

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

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

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

4. Click Run .

5. Determine which Intent Tasks should be available for this interaction type.

Tip: Click the Export to Excel button to make reviewing easier.

6. Repeat for each interaction type for your application.

Defining dialogs and coaching tips

Dialogs and coaching tips help the support representative provide the best possible experience for
the customer. Dialog and coaching tips are not enabled for mobile interactions.

Note: Integration with the optional Pega Knowledge application enables Pega Customer Service to
suggest rich content to representatives in the context of the service processes that they are working

Pega Customer Service Implementation Guide 24

on. For information about how to plan for Pega Knowledge integration, see Defining the Pega
Knowledge configuration.

Mapping the dialogs to the flows

Dialogs prompt the representative to ask the customer for the right information needed to resolve
the request. Using the Configuration Tools option, users with the Manager role can update the
dialogs directly in the flow action that requires it.

Use the Dialog worksheet in the Implementation Planning Workbook to record your decisions during
this procedure.

1. Click Designer Studio > Customer Service > Dialog Management > Dialog Cross
Reference.

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

3. Click Run .

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

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

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

6. Repeat these steps for all application work types.

Defining coaching tips

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

Use the Coaching tip worksheet in the Implementation Planning Workbook to record your decisions
during this procedure.

1. Click Designer Studio > Customer Service > Quality Mgt & Coaching > Coaching Tip
Inventory.

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

3. Click Run .

4. For each work type, click the Action to see the existing coaching tip.

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

Pega Customer Service Implementation Guide 25

Defining knowledge content integration

The Pega Knowledge application supports the creation of rich, multi-media content. This content can
be searched by representatives and customers to help resolve a question or issue. This application is
licensed separately from Pega Customer Service.

If you plan on using this feature, complete the following steps. Use the Pega Knowledge worksheet in
the Implementation Planning Workbook to record your decisions during this procedure.

1. In the explorer panel, click Cases.

2. Click the first case type in your application.

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

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

5. Repeat these steps for all case types.

For more information about the Pega Knowledge Management application, see the Knowledge
Management product page.

Defining the search behavior

Users can search for cases, knowledge content, and data such as accounts, contacts, and business
units in the application portals. To search for instances related to Customer Service data source
instances, you can configure the portal search option on the data source form as described below.
For all other instances, you can use the full text search capabilities described in the Pega 7
Platform help.

Use the Portal search worksheet in the Implementation Planning Workbook to record your decisions
during this procedure.

1. Click Designer Studio > Customer Service > Customer Data Management > Customer
Service Data Sources.

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

3. Click Run .

4. Determine which data sources should be searchable.

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Defining the interaction goals

The application displays an interaction goal to the user to guide the conversation with the customer.
For example, values for customer value and net promoter category can affect how the representative
interacts with the customer.

Use the Interaction goal worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

1. In the explorer panel, click Records.

2. In the Records pane, expand Decision , and then select Decision Table.

3. In the Purpose Contains field, enter DetermineInteractionGoal.

4. Click Run .

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

6. In the decision table, review the value in the Conditions column to determine which properties
drive the value of the interaction goal property.

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

7. Click the Results tab.

8. In the Results section, expand Additional allowed results to determine if any new return
values need to be added.

Defining the call duration goal

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

Use the Call duration worksheet in the Implementation Planning Workbook to record your decisions
during this procedure.

1. In the explorer panel, click Records.

2. In the Records pane, expand Decision , and then select Decision Table.

3. In the Purpose Contains field, enter DetermineCallDurationGoal.

Pega Customer Service Implementation Guide 27

4. Click Run .

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

6. In the decision table, review the value in the Conditions column to determine which properties
will be used to set the call duration value.

7. Click the Results tab.

8. In the Results section, expand Additional allowed results to determine if you need to add
any entries need to the allowed results.

Defining the call verification method

When customers contact a customer support center, their authenticity is verified through account or
contact information. In addition to existing verification methods, a new verification method can also
be added by appending new method to the AppVerificationParam map value. To determine this
setting:

Use the Call verification worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

To determine the value for this setting:

1. In the explorer panel, click Records.

2. In the Records pane, expand Decision , and then select Map Value.

3. In the Map Name Contains field, enter AppVerificationParam.

4. Click Run .

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

6. Click the General Configuration tab.

7. In the Results section, review the Additional allowed results for the map value.

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

Defining the application settings

Pega Customer Service contains several settings that you review and configure to affect the behavior
of the application. These settings include interaction class, call volume refresh rate, and Pega Co-

Pega Customer Service Implementation Guide 28

Browse values.

Use the Application settings worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

1. Click Designer Studio > Customer Service > Settings > Class Settings.

2. Click Update.

3. Determine the modifications needed to the entries in the data transform.

Step 4: Define behavior for additional components

Your implementation can have multiple components associated with it. Each of these components
requires planning for a successful implementation.

l Pega Co-Browse

l Pega Knowledge

l Pega Marketing

l Pega Customer Service Social Engagement

l Pega Call (telephony integration)

l Pega Chat

l Expert Assist

l Net Promoter Score

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

Defining Pega Co-Browse configuration

Two major tasks are involved in planning for Pega Co-Browse:

l Planning for the Pega Co-Browse server configuration

l Planning for the viewer and presenter user experience

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Planning for the Pega Co-Browse server configuration

Use the Co-Browse worksheet in the Implementation Planning Workbook to record your decisions
during this procedure.

1. Determine whether you are using Pega Cloud Collaboration Services or doing an on-premises
installation of the server software.

2. If you are doing a cloud installation, contact your Pega representative to register for a Pega Cloud
Collaboration Services account if one does not already exist.

3. If you are doing an on-premises installation, contact your Pega representative for documentation.

4. Obtain the values for the Pega Co-Browse API Key and API Token . These values allow your
application to contact the service.

For more information, see the Pega Co-Browse Implementation Guide.

Planning for the viewer and presenter user experience

Use the Co-Browse worksheet in the Implementation Planning Workbook to record your decisions
during this procedure.

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

l Stealth

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

l API

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

l Button

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

2. Determine which website fields require masking.

Pega Customer Service Implementation Guide 30

3. Determine whether the Pega Co-Browse window must be customized to match branding
standards at your site.

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

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

Defining the Pega Knowledge configuration

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

Two major tasks in planning your application to support Pega Knowledge are:

l Identifying service cases that need content

l Developing relevant content needed to support specific service cases.

When planning, focus on which content is necessary for complex service cases. Be careful about
adding too much content so that the agent does not have to sift through the results.

Use the Pega Knowledge worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

1. In the explorer panel, click Cases.

2. Click the first case type in your application.

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

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

5. Repeat these steps for all case types.

For more information on developing the knowledge content, see the Pega Knowledge User Guide on
the Pega Knowledge product page.

Defining Pega Marketing and Next-Best-Action Adapter behavior

Next-Best-Action Adapter enables you to configure communication with the Pega Marketing
application. Pega Marketing can be used with Pega Customer Service to drive up-sell, cross-sell, and
retention offers, and provide additional guidance to representatives on the next best action for the

Pega Customer Service Implementation Guide 31

current customer and context. These suggestions appear as Suggested Tasks during the
interaction.

Note: To use this feature, Pega Marketing must be licensed separately and Pega Web Mashup
must be installed on the Pega Customer Service application server. For more information about Pega
Marketing, see the Pega Marketing page on the PDN.

Use the Next-Best-Action Adapter worksheet in the Implementation Planning Workbook to record
your decisions during this procedure. For more information on configuring Next-Best-Action Adapter,
see Configuring Next-Best-Action Adapter .

Do one of the following:

l For remote case configuration, determine the Pega Customer Service case type, and
corresponding Pega Marketing case type.

l For local case configuration, update the map value rule.

Defining Pega Social Engagement requirements

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

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

Defining Pega Call configuration (telephony integration)

Planning for telephony integration involves two major tasks: Planning the infrastructure and planning
the Customer Service Representative (CSR) experience once the call is received.

Planning the connectivity to your telephony infrastructure

1. Understand which telephony vendor your site uses.

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

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

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

Pega Customer Service Implementation Guide 32

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

Use the Pega Call telephony setting worksheet in the Implementation Planning Workbook to
record your decisions during this procedure.

For more information on CTI-specific configuration details, see the individual configuration guides
available on the Pega Call product page onPega Discovery Network.

Planning the CSR experience

Use the Pega Call telephony settings worksheet in the Implementation Planning Workbook to record
your decisions during this procedure.

1. Determine how customer service representatives control their phone calls (hold, retrieve, and
transfer) and manage their agent state (make themselves available or unavailable to receive
customer calls). A CSR can choose to take calls using Pega desktop application (full telephony
mode) or use another tool. For more information, see the individual configuration guides available
on the Pega Call product page on Pega Discovery Network.

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

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

Screen Pop
A popup notification displays information about the incoming call. Determine which telephony
elements will be displayed on the screen pop.

Start Interaction (also known as Auto-Accept)

A call interaction is started automatically. No screen pop window is displayed.

No Action

No interaction or screen pop is triggered. For example, you may wish to do this setting for internal
calls that are not related to the customer interactions.

4. If the call is handled by a screen pop or start interaction, determine the timeout. For more
information, see Configuring screen pops section in the Configuration guide.

Pega Customer Service Implementation Guide 33

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

Warm transfer

The customer service representative receiving the transfer has the opportunity to consult with the
person transferring the call and has the option to accept the call.

Blind transfer

The call is transferred without the CSR first talking with the transferee. The call is transferred
without a consultation call.

6. Define transfer reasons. Default reasons include Call in Wrong Queue, Caller Needs Additional
Services, Escalated to Supervisor, and Other.
Note: Use this option only if you want to transfer the interaction and cases with the call.

Defining Pega Chat requirements

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

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

Defining Expert Assist configuration

Expert Assist allows a user to request assistance during an interaction or process. When the user
clicks the help button, the application determines the skills needed at the current point in the
process, finds a list of available experts that have that skill, and then presents the user a list of
experts and their current presence in Microsoft Lync.

There are two tasks involved in planning to use Expert Assist:

l Verifying prerequisites

l Determining expert skills

Verifying prerequisites

Confirm the following:

1. The user has the Microsoft Lync 2010 client installed and active on their desktop.

2. The Microsoft Silverlight plugin is installed on the user's desktop.

3. The Lync server URL is listed as a trusted site in the user's browser.

Pega Customer Service Implementation Guide 34

4. The operator IDs for the user and the user's supervisor contain an email ID that corresponds to the
email ID used by the Lync server.

Determining process actions and expert skills needed

The application uses skills defined in operator profiles and compares them with skills defined for that
part of the process to locate an expert.

Use the Expert Assist worksheet in the Implementation Planning Workbook to record your decisions
during this procedure.

1. Determine the process actions that require a specialized skill.

2. Determine which operators or workgroups possess that skill.

For more information, see the Expert Assist Tech Note on the Customer Service product page.

Defining Net Promoter Score settings

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

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

Note: Pega Customer Service includes customer satisfaction survey capabilities that you can
leverage if you do not have the Net Promoter application installed. For more information about
customer satisfaction survey configuration, search for the related topics on PDN.

If you are using the Net Promoter application:

1. Determine how the follow-up cases from Detractor or Passive scores will be handled.

2. Record your decisions in the Net Promoter Score worksheet in the Implementation Planning
Workbook.

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

Step 5: Define the user experience (UX) customization

Customizing the Pega Customer Service user experience to meet the UX standards at your site
includes the following procedures:

Pega Customer Service Implementation Guide 35

 l Designing the customer composite

l Designing the portals

l Designing application skin and styles

l Designing for screen performance

l Designing web self-service

Localization and accessibility are also common user experience requirements. Refer to the Pega 7
Platform help for more information on these topics.

Designing the customer composite

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

Use the Customer composite worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

1. In the Designer Studio, click Launch > Interaction Portal.

2. Click +New > Demo Pop - BROWN.

3. Click Accept.

4. For the Lifetime value field, determine:

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

l The likelihood that this information will be referenced during the call.

l The likelihood that this information will change the customer's behavior, questions, or
perception.

l The likelihood that this information will change the representative's behavior.

l The time frame when this information will be needed.

Pega Customer Service Implementation Guide 36

5. Based on these responses, determine:
l If the information should be visible, available, or accessible.

Visible: Always present on the screen.

Available: Ability to quickly view and make permanently visible.

Accessible: Data is reachable within 2 clicks.

l Which screen quadrant should show the information.

6. Repeat these steps for each field on the customer composite.

Designing the portals

To ensure a more effective user experience, determine the contents of the Interaction and
Account Manager portals to ensure that only relevant data is presented. In addition, determining
how users enter the application, including customers, will help you plan for a better overall
experience.

Defining the portal content

Use the Portals worksheet in the Implementation Planning Workbook to record your decisions
during this procedure.

1. In the Designer Studio, click Launch > Interaction Portal.

2. Open the Dashboard section.

3. Click the Switch to edit mode icon.

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

5. Click Publish to publish your settings. You can choose to publish the settings to the default
dashboard or to the access group.

6. Review the My Reports, Manager Tools, and Pulse and determine if any modifications are
required based on your business needs.

7. Repeat these steps for the Account Manager portal.

For more information on configuring your dashboard, see Configuring your dashboard in Pega 7
Platform online help.

Pega Customer Service Implementation Guide 37

Defining application entry point

The Pega Customer Service portal can be accessed as is, or individual processes can be embedded as
a mashup in an existing portal or application.

1. Review features provided by Pega Web Mashup.

2. Discuss these options with the resource currently managing the application in which you want to
embed your process.

3. Decide on the most appropriate entry point for your site.

These processes can also be made available to your customers directly. See Designing web self-
service.

Designing application skin and styles

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

Use the Skinning worksheet in the Implementation Planning Workbook to record your decisions
during this procedure.

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

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

The Component Styles tab opens.

3. Determine which components require customization.

For more information about skin rules, see the Pega 7 Platform help.

Designing for screen performance

Determine screen performance requirements for your applications. Examples of performance

requirements include:

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

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

To design for these types of requirements, consider:

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

Pega Customer Service Implementation Guide 38

2. How long it takes backend systems to gather the data it needs to display customer details.

3. Which fields does the representative absolutely need for the task they need to perform.

4. Whether any network configuration could cause latency, for example, representatives logged in
through the corporate VPN or in a remote location.

Designing web self-service

You can allow your customers to directly perform tasks themselves in the Pega Customer Service
application using web self-service. Web self-service capabilities can be implemented by:

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

l Providing the Pega application itself as the user experience. This approach can take the form of a
desktop application, a mobile application, or both.

1. Review features offered by Pega Web Mashup.

2. Review features offered by Pega Mobility.

3. Discuss these options with the resource currently managing the customer-facing user experience.

4. Determine the approach most appropriate for your site.

Step 6: Define integration

You must inventory which external applications exist at your site and plan how to connect to them.

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

Use the Integration worksheet in the Implementation Planning Workbook to record your decisions
during this procedure.

1. Identify all integration points for your application.

2. Identify which data is needed from each system of record, if you have not already done so during
the defining the data model step.

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

Pega Customer Service Implementation Guide 39

Step 7: Define the security model and organization structure
Security planning involves defining authorization and authentication strategies for your application.

l Authentication

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

l Authorization

Determines the functions that the application allows you to perform. This corresponds to access
group and role configuration.

Security planning also involves setting up the organization structure and operator attributes.

The application provides a fine level of security in the form of access settings and denial rules. Many
integration rules also incorporate authentication. For more information on the additional aspects of
security, enroll in the Lead System Architect course on Pega Academy and cover the Security lessons
corresponding to the following topics:

l Define authentication scheme

l Define authorization scheme

l Define organizational structure

l Define operator attributes

Authentication schemes

The Pega 7 Platform offers the following authentication types:

l PRBasic

Based on passwords in the Operator ID data instances and the log-in form (defined by the HTML
rule @baseclass.Web-Login, which your application can override).

l PRSecuredBasic

Similar to PRBasic but passes credentials using Secure Sockets Layer (SSL) using Basic HTTP
authentication. The log-in form is defined by the HTML rule @baseclass.Web-Login-SecuredBasic,
which your application can override.

l PRCustom

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

Pega Customer Service Implementation Guide 40

 l PRExtAssign

Supports external assignments (Directed Web Access).

l J2EEContext

Specifies that the application server in which the Pega 7 Platform is deployed uses JAAS to
authenticate users.

Defining your authentication scheme

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

Use the Security model worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

1. Discuss Authentication schemes with your site's security and application server teams.

2. Determine the appropriate authentication type.

For more information on authentication scheme planning, read Authentication in PegaRULES

Process Commander.

Defining your authorization scheme

Pega Customer Service application comes with a pre-defined set of access groups, roles, and
privileges. You can use the application roles as a starting point, but you should create your own
application-specific access groups and roles to avoid any future problems when upgrading.

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

Tip: You can review the Pega Customer Service access groups and roles. Click Designer Studio >
Org & Security > Groups & Roles > Access Groups or Designer Studio > Org & Security >
Groups & Roles > Access Roles.
Defining your access groups

Three access groups were created for you: <MyApp>:Administrator, <MyApp>:WorkManager and
<MyApp>:WorkUser.

Use the Security model worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

Pega Customer Service Implementation Guide 41

1. Identify additional access groups needed for your application.

2. Identify portals associated with these access groups.

Defining access roles and privileges

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

Use the Security model worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

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

2. Determine which privileges to associate with each role.

3. Associate each role with an access group.

For more information, see access group and role configuration in the Pega 7 Platform help.

Defining the organization structure

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

Tip: For design guidance, read the article How to design user access to applications across an
organizational structure.

Use the Organization structure worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

1. Click Designer Studio > Org & Security > Organization > Organizational Chart.

2. Review the existing structure.

3. Determine the organization, division, and unit levels of the hierarchy.

Defining the operator attributes

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

Pega Customer Service Implementation Guide 42

n Work group

n Skills

n Calendar

Tip: In many implementations, it is more efficient for the application to set values on the operator
record during the authentication process than it is to have an administrator manually maintain these
records. These rules must be configured as part of the authentication mechanism for your site. For
more information, see the Pega 7 Platform help topic About Authentication Services.

Defining the operator work group

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

1. Review the Operator record.

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

Use the Organization structure worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

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

2. Click the Operator ID.

3. On the Work tab, review the work group information for the operator record.

4. Determine your policy for assigning a work group to an operator or the role that multiple
operators hold.

Defining the operator skills

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

Read the Expert Assist Tech Note on the Customer Service page to learn how to use operator skill
settings for Expert Assist.

Use the Organization structure worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

Pega Customer Service Implementation Guide 43

1. Define the skills needed for the application.

2. Determine which operator records or roles should be associated with those skills.

Defining the operator calendar

The application calendar affects date calculations within the application, such as the date between
business days calculation, and the SLA goal and deadline date calculation.

Note: The calendar on the operator record is relevant only if you have users who are not working in
the same time zone as the rest of the organization. Otherwise, the application uses the calendar on
the organization record and you can skip this step.

Use the Organization structure worksheet in the Implementation Planning Workbook to record your
decisions during this procedure.

1. Determine the calendar instances needed for your application.

2. Determine which operator roles need a distinct calendar.

3. Determine the operator location.

For more information, see Setting up calendar instances in the Pega 7 Platform help.

Step 8: Define reporting requirements

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

l Does the report already exist? (For detailed information about the application-provided reports,
see the PDN article Pega Customer Service 7.21 reports.)

l Who needs the report?

l When do they need the report?

l What is the content of the report?

l Why do they need the report?

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

With reporting, you should plan your reporting needs ahead of time to give you most flexibility later
on. To do this:

Pega Customer Service Implementation Guide 44

 l Determine reporting architecture.

l Review existing reports.

l Identify key operational metrics.

l Identify dashboard reports.

Determining reporting architecture

Determine which reports you will generate from the application, and which you will generate using a
different reporting tool.

To record your decisions during this procedure, use the worksheet in "Reports" in the
Implementation Planning Workbook .
1. To understand reporting requirements, read the Reporting Overview PDN article. The concepts in
this article apply to all versions of the platform.

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

3. Identify other reporting tools at your site.

Reviewing existing reports

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

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

1. From Designer Studio, click Launch > Interaction Portal.

2. Click the My Reports link.

3. Review each of the reports in the Public Categories section.

4. Determine who needs the report, what it contains, and when and why it's needed.

Identifying key metrics

Identify key metrics early in the planning process so that you can structure your application to
generate the required metrics.

Pega Customer Service Implementation Guide 45

To record your decisions during this procedure, use the worksheet in "Reports" in the
Implementation Planning Workbook .
1. Review the list of existing reports with supervisors and managers.

2. Identify any metrics that are already provided by the application.

3. Identify metrics that are not already provided by the application.

4. Determine who needs each report, what it contains, and when and why it's needed.

Identifying dashboard reports

Additional application-provided reports are available from the Dashboard. Identify the application-
provided dashboard reports that meet your business needs.

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

1. From Designer Studio, click Launch > Interaction Portal.

2. Click the Dashboard link on the Home tab.

3. Identify the reports that are relevant to your application, and decide if any reports must be
replaced by a different report.

Pega Customer Service Implementation Guide 46

 Building features
As you build and modify features, update the Application Specifications to reflect the changes. For
instructions, see the About Application Specifications help topic in the Pega 7 Platform help.

Follow these steps to build application features:

1. Building a new application

2. Integrating data

3. Configure interactions

4. Configuring channels

5. Modifying the user experience

6. Configure portal search

7. Quality reviews and customer satisfaction surveys

8. Campaign Management

9. Next-Best-Action Adapter

10. Expert Assist

11. Configure access groups

12. Reports

Step 1: Building a new application

To implement a Pega Customer Service application, complete the following tasks.

Note: This procedure assumes that you have already created a new application.
1. Enabling automatic service case creation

2. Configure the New menu to test an application

3. Updating application settings

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Enabling automatic service case creation

When you create a new application, you must complete some steps to enable the automatic service
case creation for Case Designer and to start working with the Interaction Driver. You must create a
new data source and an Interaction Driver.

To create these artifacts, complete these steps, accepting any defaults for fields not listed:

1. In Designer Studio, click +Create > Data > Customer Service Datasource.

2. Complete the form with the following information and then click Create and open :

Label - Primary

Apply to - Organization-ApplicationName-Work
3. Complete the Detail tab of the Edit Customer Service Datasource form with the following
information and then click Save:

Page - Primary

Class - Organization-ApplicationName-Work-Interaction

4. In Designer Studio, click +Create > Process > Interaction Driver.

5. Complete the form with the following information and then click Create and open:

Label - Driver

Apply to - Organization-ApplicationName-Work-Interaction

6. Complete the form with the following information and then click Save:

Category name - General

Data Source - Primary

Default Category - General (You must save the form first before you can select General)

Configure the New menu to test an application

The New menu from the Interaction Portal is a useful way to test your application before you
integrate your telephony system using Pega Call.

To use the New menu, complete the following steps:

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1. In Designer Studio, search for CPMInteractionPortalMenu .

2. Click CPMInteractionPortalMenu from the lone search result.

3. Click Save as.

4. Accept the defaults and click Create and open .

5. Double-click the Phone Call entry.

6. Click Actions.

7. Update the Class Name field to Organization-ApplicationName-Work-Interaction-Call

8. Click OK.

9. Click Save.

Updating application settings

You must update the application settings to use the classes for the application that you created. These
settings are located in a data transform named ApplicationSettings. To update the application
settings:

1. In Application Explorer, navigate to PegaCA-Admin-ApplicationSetting.

2. Expand Data Model > Data Transform and select ApplicationSettings.

3. Replace all the entries that use PegaCA-Work with Organization-ApplicationName-Work.

Note: Pega Customer Service uses Dynamic Class Referencing to avoid hard coding of class names.

Step 2: Integrating data

To integrate data into a Pega Customer Service application:

1. Generate data class to connect to your external data.

This could be using a Connector to a web service or the Database Table Class Mapping wizard for a
database.

2. Create a report definition to retrieve the data.

3. Create an Implementation class based on the PegaCA-Interface class that you are implementing.

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4. Update the data pages for that class by changing the sourcing of the data page to the report
definition that you created.

5. Create response data transform for the data page to convert the data class fields to the interface
class fields.

6. Repeat this process to populate all of the data pages you recorded in the plan section.

Here is an example of the process that you follow to load account data from an external database for
an application named MyApp.

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

2. Create a report definition named GetAccountByLastName that returns a list of accounts where the
last name is matched with a value entered in the UI.

3. Create an implementation class by doing a save as from PegaCA-Interface-Account and naming

that class MyApp-Interface-Account.

4. Update the MyApp-Interface-Account data pages (for example, D_Account_Details) to use the
report definition that you created.

5. Create a response data transform in the MyApp-Interface-Account class to map the Interface and
Data classes.

Note: Pega applications come with data types that need to be configured to point to a site's data.
You must configure these data types to integrate the site's data source into the application. To
configure, go to Designer Studio > Data Model > View external data entities. For more

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 information, see the PDN article, Viewing external data entities.

Step 3: Configure interactions

A customer service representative communicates with customers through interactions and can
manage multiple service requests as part of a single customer session. A customer can call into a call
center and make several changes to their account without having to speak to several different
representatives. Interactions can occur over several different types of channels including:

l Phone calls

l Chat

l Email

l Social

Interaction driver

The Interaction Driver manages interaction configuration for a channel. You can toggle settings per
interaction type for properties, such as:

l Coaching tips

l Dialogs

l Chat frequent sayings

l Quick wrap-up

Additionally, you can configure categories to organize the Intent Tasks performed by customer
service representatives.

Configuring Interaction Drivers for each channel

Interaction Drivers are already created for each supported channel, including Call, Chat, InCorr,
Mobile, Outbound, Research, Sub (child interactions), and Web channels.

If you need to modify an existing Interaction Driver:

1. Click the Records Explorer and click Process > Interaction Driver to see a list of all the driver
instances.

2. Select the driver that you need to modify, and save this rule (driver) into your application ruleset.

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

Category Name - Name of the category to organize Intent Tasks.

Data Source - Name of the data source to use. This determines the class used when you
create new Intent Tasks in the newly created category.

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

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

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

5. Click Save.

Creating service cases

Service cases represent the business transactions that you provide to a customer service
representative for execution during an interaction. Service cases can be anything from an address
change, to a transaction dispute, to a new enrollment, or an upgrade.

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

1. Create a case in the Case Designer.

2. Add an Intent Task to the category to display the service case.

3. Configure when the task should appear to the customer service representative.

Creating an Intent Task

Intent Tasks are used to expose your service cases, created in the Case Designer, to the customer
service representatives in the Interaction Portal. All Intent Tasks generated from the Case Designer
are placed into the General category by default. If you want your service case to appear in a different
category you create another Intent Task for it.

To create an Intent Task:

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

2. Select your interaction type and click Run .

3. Click Add.

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4. Enter the following information:
l Driver Category - The name of the Interaction Driver Category that the Intent Task should be

part of.

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

l Usage - A description of the task.

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

l Starting Activity - The class name for the flow to use.

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

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

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

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

5. Click Add.

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

Creating Intent When rules

Intent When rules are used by Intent Tasks to determine when tasks should be suggested, queued, or
automatically launched.

To create an Intent When rule:

1. In explorer panel, click Records, then expand Decision .

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

3. Complete the following information:

Label - The name for your Intent When rule

Applies To - This should be your interaction class, for example MyApp-Work-Interaction

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

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4. Click Create and open .

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

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

DataSource - The data source to use.

Field - The property from the data source to use.

Operation - The comparison operation

Value - The value to compare the field against

6. Use the labels from your conditions to complete the criteria logic, for example (a and b).

You can also configure the auto launch of a service process at the start of an interaction based on a
When condition defined in the Criteria tab. For more information, see Configuring the auto-launch of
intent tasks article on PDN.

Adding an Intent When rule to an Intent Task

To suggest an Intent Task, you must configure an Intent When rule.

To add an Intent When rule to an Intent Task:

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

2. Select your application, the interaction type where the intent task is located, and click Run .

3. Select the Intent Task that you are modifying from the list of Intent Tasks.

4. Click the Criteria tab.

5. Add a new condition:

Intent Conditions - The Intent When to use.

Action - If the Intent When is true, options for the Intent Task are: Suggested, Queue, or Auto-
Launch.

Visual Cue - The image to associate with the condition from the image catalog. This displays
when you click the Lookup icon.

Note: If there is more than one Intent When rule listed, the first one that returns True is used.

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 Creating interaction goals

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

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

To populate the decision table:

1. In the explorer panel, click Records.

2. Select Decision > Decision Table.

3. In the Purpose Contains field, enter DetermineInteractionGoal.

4. Click Run .

5. Click DetermineInteractionGoal in the results list.

6. Update the decision table.

7. Click Save as.

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

9. Click Create and open .

10. Click Save.

Creating call duration goals

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

To display the current call duration goal, the Interaction Portal uses the CallDurationGoal property
located in MyApp-Work-Interaction. The CallDurationGoal property uses a declare expression to load

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 the correct value from the DetermineCallDurationGoal decision table. When you create a new
application, a blank DetermineCallDurationGoal decision table is created for you. You must populate
it based on the information from the Defining requirements section of this guide.

To populate the decision table:

1. In the explorer panel, click Records.

2. Select Decision > Decision Table.

3. In the Purpose Contains field, enter DetermineCallDurationGoal.

4. Click Run .

5. Click DetermineCallDurationGoal in the results list.

6. Update the decision table.

7. Click Save as.

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

9. Click Create and open .

10. Click Save.

Adding Data Sources

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

l Interaction Driver tasks and suggestions

l Composite displays

l Data references within dialog scripts

l Portal search data retrieval and display

To add a data source:

1. Click the Records Explorer and select Data > Customer Service Datasource to display a list of
instances.

2. Select an instance and save it to your ruleset. The fields are described below.

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 The Detail tab includes:

Source

Select Clipboard Page to specify the associated Page, Class, and related Property information
required for this Data Source (see associated fields below).

Select Data Page to specify the Data Page for this Data Source. If Data Page is selected from the
Source list, the rule form will refresh, displaying a Data page field (Smart Prompt) to specify the
desired Data Page rule.

Based on the Data Page specified, a Parameters section will be displayed, providing the related
Parameter names associated with the specified Data Page. For each listed Parameter, specify the
related Value (utilize the Smart Prompt).

Data Source rules that use data pages as their source are intended to enable the configuration of
Intent When rules that use these sources. As such, other options are not available and will be
disabled when this option is selected. Composite data source, Dialog data source, Show news feed
and Use as Favorites are not compatible with data page based data source rules.

Page
Enter the name of the clipboard page to use for this data source.

Class
Enter the class of the clipboard page entered in the Page field.

Property
Optionally, if you selected a List type of data source, enter .pxResults as the property name.

Property class

Optionally, if you selected a List type of data source, enter the class of the .pxResults list.

Type

Select whether the data source is a Page, List, or Special.

Composite data source?

Select this check box to indicate that this data source may be used as a composite data source.
This field will be evaluated in order to populate data sources within the Interaction Driver and
Composite landing pages.

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 Dialog data source

Select this check box to indicate that this data source may be used for data references within
dialog scripts. This field will be evaluated in order to populate the data source selection field when
configuring dialog scripts using the Configuration Tools wizard.

Show news feed

Determines whether the News tab will be available on data source composites for data sources of
this type. Users must also have an associated privilege to view.

Use as Favorite

Determines whether this data source type can be used as a Favorite in the My Favorites gadget.
Users will see an Add to Favorites button in the UI for this data source in case portals.

Portal smart info activity

Sets the activity to use to populate the SmartInfo data shown when a user expands one of his
favorites from the My Favorites gadget.

Favorite Keys
Select the Property associated with the Data Source you are creating. For example, Contact use
.ContactId.

The Properties tab includes:

Property

Properties included on this tab will be used to populate the list of available fields that users can
insert into dialog scripts using the Configuration Tools wizard.

The Search tab includes:

Use in portal search?

Select this check box to indicate that this data source should be searched as part of a portal
search.

Search activity

Select the integration activity that should be used to perform the search operation.

The Retrieval tab includes:

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 Default interaction container

Specify the name of the class that should be used as the default interaction class when a user
selects a result from the portal search results list.

Display harness

Specify the name of the harness that should be used to display data when the user selects a result
from the portal search results list.

Supported in legacy portal only (before 7.13).

Retrieval activity

Specify the name of the activity that should be used to retrieve data needed to display data when
the user selects a result from the portal search results list.

Supported in legacy portal only (before 7.13).

Interaction Flow

Specify the name of the interaction flow that describes the starting flow to launch a Research
interaction.

Step 4: Configure channels

A channel is a means of communication that a customer uses to interact with a company. Pega
Customer Service includes integrated, multi-channel support capabilities for managing telephone,
web chat, e-mail, and web-based service interactions. In addition, in-person interactions may be
conducted using a mobile device such as a tablet computer.

Pega Customer Service allows you to build your process once and reuse it in any channel, thereby
saving time and money while improving consistency in today’s multi-channel contact centers.

The following channels are available with Pega Customer Service:

l Pega Call for integrating with telephony systems

l Pega Chat for messaging

l Pega Customer Service Social Engagement for monitoring social networks such as Twitter,
Facebook, and YouTube

l Email for inbound mail interactions

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Pega Call

Pega Call provides robust Computer Telephony Integration (CTI) support including adaptive screen
pops, desktop telephony controls, and enhanced callout facilities. By leveraging the business rules
engine architecture, service cases and dialogs can be reused across channels from Interactive Voice
Response (IVR) to the web.

For information about configuring Pega Call, see Pega Call on the Pega Discovery Network.

Configuring Pega Chat

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

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

Configuring Pega Customer Service Social Engagement

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

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

Configuring email listeners

You can configure Pega Customer Service to create correspondence cases from inbound email
messages and to respond to customer inquiries using outbound email.

To do this you must:

1. Set up an email listener.

2. Create an email account.

Setting up an email listener

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

1. Click Designer Studio > Integration > Email > Email Listeners.

2. Click New. Enter the desired Email Listener name, for example, CPMListener.

3. Click Create.

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4. Complete the fields on the Properties tab. See the Pega 7 help for detailed information about
field content and options.

You can use the standard EmailDefault service package shipped with Pega Customer Service,
which specifies an access group that includes the appropriate ruleset to function properly. To use
a different service package, make sure that its access groups include Pega Customer Service
rulesets. Specify the default Service Method called AddWorkItemForEmail. This method
automatically creates Inbound Correspondence cases for inbound email.

5. Click Save.

6. Create additional listeners for each account being monitored.

Creating an email account

1. Click Designer Studio > Integration > Email > Email Accounts to display the email landing
page.

The page has gadgets that you can use to create, edit, and view outbound and inbound email
settings. See Pega 7 Platform help for more information about these rules and settings.

2. Click New to create a new email account or edit the existing rule for PegaCA-Work.

3. Click Select Email Provider to automatically populate relevant fields in the Sender and Receiver
property sections.

4. Enter the remaining fields with your specific email account information.

5. Click Test Connectivity to ensure successful email host connectivity.

6. Click Save.

Mobile

Pega Customer Service Mobile provides a touch-friendly user experience for service personnel using
mobile devices (tablets). Using Pega Customer Service Mobile, a user may initiate interactions, access
customer information (composites), and serve customers using service cases. Users may also access
cases from workbaskets and work lists to assist with customer service.

Differences between mobile and desktop portals

Pega Customer Service mobile provides access to most of the capabilities available on user desktops.
However, various elements have been optimized for the use cases typically encountered on mobile
devices. The following are some key differences between mobile and the interaction portal:

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

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

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

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

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

l Chat and CTI support: Telephony integration (Pega Call) and web chat (Pega Chat) integration are
not available on mobile devices.

Responsive UI

Pega Customer Service Mobile uses responsive UI design techniques to ensure that UI elements and
screens are rendered appropriately on mobile devices. While developing UI for composites and
service processes, you should leverage Pega 7 layouts and the application skin to ensure that screens
are rendered appropriately on the smaller screen sizes typical of mobile devices. Where required, UI
elements may also be specifically adapted for mobile devices using rule-specialization techniques
such as circumstancing, as described in the next section.

Mobile interaction class and Interaction Driver

Interactions performed on mobile devices use the interaction class PegaCA-Work-Interaction-Mobile.

Various rules related to interaction management have been specialized in this class. You should
ensure that your mobile interaction class inherits from PegaCA-Work-Interaction-Mobile.

The mobile interaction class includes an Interaction Driver rule specialized for mobile. By default,
dialog and coaching tips are turned off for mobile interactions. Quick wrap-up has been enabled.

The mobile interaction class includes a version of the AppVerifyContact flow that does not require
verification of the contact.

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

Rule specialization for mobile

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

Rule Circumstancing using CPMPortalType: Pega Customer Service uses the circumstance template
CPMPortalType to determine when the Pega Customer Service interaction portal is being accessed
from a mobile device. Various UI rules (in class CPM-Portal) are circumstanced to specialize them for
mobile devices, that is when CPMPortalType = CPMInteractionMobilePortal. For example, the New
work menu (CPMInteractionPortalMenu navigation rule) has been circumstanced so that only mobile
interactions may be created using the New menu.

The following rules have been circumstanced:

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

Note: When reviewing the harness and related UI rules, note that Designer Studio displays the
base version of each included rule rather than the one circumstanced for use on mobile devices.
To review the circumstanced version of a rule, select View Versions from the Actions menu and
select the circumstanced version. At run time, the circumstanced versions will be rendered.

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

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

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Web self-service

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

Step 5: Modify the user experience

There are multiple places where you can change the user interface of the Interaction Portal. Each
location that you want to update follows a similar process.

1. Determine which part of the user interface that you want to change.

2. Locate the user interface element that is responsible for rendering what you want to change.

3. Implement your change.

Note: As you implement changes to the user interface, make sure that end users test the changes.
Do not wait until the end of a project to perform the testing because it costs more to make change at
the end of the release cycle.

Determine which part of the user interface to modify

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

Locating the user interface element to change

1. Click Live UI.

2. Select an element.

When selected, Live UI gives you all the information about that UI element. You are able to see the
sections and harnesses that an element is a part of.

3. Click the Open rule in Designer Studio icon to open that rule in Designer Studio and
update it as needed.

Implementing user interface changes to the Interaction Portal

Changes to the Interaction Portal include:

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 l Add a new property to a section.

l Add a new section to the Interaction Portal.

l Modify the look and feel of the Interaction Portal.

l Add a new tab to the composite.

l Launch a service case from the composite.

l Log a non-process action that occurred during an interaction.

l Change the reports used on the home page.

Adding a new property to a section

1. In the Interaction Portal, click Live UI and determine the section that you want to modify.

2. Click the Open rule in Designer Studio icon to open that rule in Designer Studio.

3. In the Application Explorer, locate the property that you want to add to the section.

4. Drag the property into the section where you want it to display.

5. Click Save as.

6. Save the rule to the default Applies to class and make sure that the ruleset is for your application.

7. Click Create and open .

8. Click Save.

Adding a new section to the Interaction Portal

1. In the Interaction Portal, click Live UI and determine the section to which you want to add a
section.

2. Click the Open rule in Designer Studio icon to open that rule in Designer Studio.

3. In the Application Explorer, locate the section that you want to add.

4. Drag the section into the section where you want it to appear.

5. Click Save as.

6. Save the rule to the default Applies to class and make sure that the ruleset is for your application.

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7. Click Create and open .

8. Click Save.

Additionally, with sections, you can use When rules to update which layouts and sections are visible.
This is helpful if you want a manager to see content that a non-manager should not be allowed to
see.

To modify the visibility of a display:

1. Click the View properties icon to configure the layout or section.

2. Change the Visibility to Condition.

3. Enter a When rule or conditional expression.

4. Click OK.

5. Click Save.

Updating the Interaction Portal skin

You can update the look and feel of the Interaction Portal to reflect the color scheme of your
company. Pega Customer Service takes advantage of the standard Pega 7 Platform skinning features
within an application.

1. In Designer Studio, click ApplicationName > Open Application Skin .

2. Update the look and feel options as appropriate.

3. When you are finished, click Save as.

Note: To learn more about skins, click Help.

4. Click Create and open .

5. Click Save.

If you give your skin a different name, you need to update the application to reflect the new name.

1. In Designer Studio, click ApplicationName > Open Application .

2. Change the Skin field to the skin that you created.

3. Click Save.

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Configuring Interaction Portal tabs

When creating a Pega Customer Service application, you can add or modify the tabs located in the
composite.

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

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

2. Click the Open rule in Designer Studio icon to open that rule in Designer Studio.

3. In the Application Explorer, locate the section that you want to add.

4. Drag the section into the section where you want it to appear.

5. Click Save as.

6. Save the rule to the default Applies to class and make sure that the ruleset is for your application.

7. Click Create and open .

8. Click Save.

Launching a service case from the composite

It is easier and more efficient to launch a service case directly from the composite rather than using
the Add Task menu. For example, you want to display an Edit link next to the customer's address to
enable a CSR to change an address more quickly.

1. In the Interaction Portal, click Live UI and determine the section where you want to launch the
service case.

2. Click the Open rule in Designer Studio icon to open that rule in Designer Studio.

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

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

5. Click Actions.

6. Click Create an action set.

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 7. Click Add an event.

8. Click Click.

9. Click Add an action .

10. Click All actions.

11. Click Create work.

12. Specify the Class Name and Flow Name of the service case that you want to launch.

13. Click OK.

14. Save your updated section.

Log an event during an interaction

Customer Service Representatives (CSRs) convey information when interacting with customers. For
example, a CSR can remind customers when their next payment is due. You do not want to create a
process for this, but you do want to capture the information conveyed to the customers.

1. In the Interaction Portal, click Live UI and determine the section where you want to log
information.

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

3. Click the Open property panel icon to configure the UI element.

4. In the Cell Properties dialog box, click change to modify the control type used.

5. Click Other in the Advanced section.

6. In Select a control text field enter CPMHistory.

7. Click Parameters tab and enter the field details.

FieldName - Name of the Field Value property to use.

FieldValue - Value of the Field Value property to use.

DefaultImage - Image that should appear when not selected.

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

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

8. Click OK.

9. Save your changes.

Change the home page reports

You can modify the reports shown on the home page. The reports shown can change, based on the
role of the user logged into the Interaction Portal.

1. In the Interaction Portal, click Live UI and determine the reporting section in the Home page.

2. Click the Open rule in Designer Studio icon to open that rule in Designer Studio.

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

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

4. Save your changes.

Step 6: Configure portal search

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

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

Configuring portal search for external data sources

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

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

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

Default Interaction Driver

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

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

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

Configuring search for cases and work objects

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

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

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

Step 7: Quality reviews and customer satisfaction surveys

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

Tasks include:

l Configuring Survey Rules

l Configuring Survey Rating Categories

l Configuring Survey Selection

l Determining Interactions to Survey for Customer Satisfaction

l Changing Net Promoter Settings

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Configuring survey rules

Pega Customer Service uses survey rules for both quality management and customer satisfaction
survey processing.

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

To configure a survey rule:

1. In the Search gadget, enter SampleQualitySurvey.

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

3. Enter a short description for the survey.

This value becomes the name of the survey.

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

5. On the Questions tab, enter information in the fields described below. All fields are required.

Category
Enter the name of the category to be evaluated.

Question
Enter the text question that is to be displayed to the person responding to the survey.

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

Level 1-5 scores

Enter the numeric score for each level that can be selected for the category.

6. Click Save.

Configuring survey rating categories

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

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

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1. From the Application Explorer, select PegaCA-Work > Decision > Map Value >
CAGetOverallRating.

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

3. On the Matrix tab, update the table to include:

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

Overall Rating — enter the text you want to associated with the score

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

4. Click Save.

Configuring survey selection

Pega Customer Service enables you to differentiate surveys first by work type (the class name that
the survey applies to) and then by decision rules that specify custom criteria.

Example: You want your high-value customers to receive different satisfaction surveys from those
received by standard customers. Entry-level CSRs and experienced CSRs could be evaluated using two
different surveys.

To configure survey selection:

1. From the Application Explorer, select PegaCA-Work > Decision > Decision Tree.

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

CADetermineQualitySurvey — sample quality review survey

CADetermineSatisfactionSurvey — sample customer satisfaction survey

3. On the Decision tab, enter the decision criteria and the name of the survey that you want to
display.

4. Click Save.

Determining interactions to survey for customer satisfaction

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

1. In the Search gadget, enter SatisfactionSurvey.

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

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

4. Indicate whether you want to suggest the process or queue the process when the condition
evaluates as true.

5. Enter the visual cue that you want to associate with the condition from the image catalog that is
displayed when you click the Lookup icon

6. Click Save.

Changing Net Promoter Settings

The NPS survey embedded section (NPSRatingInWrapUp) in wrap-up has been configured to not
display using a Visibility Condition. To enable display of the NPS section during interaction wrap-up,
remove the Visibility condition in the appropriate interaction class for the relevant section (example:
PegaCA-Work-Interaction.CAWrapUpCommon).

The following section assumes that the Visibility condition (referenced above) has been removed.

During interaction wrap-up, Pega Customer Service will calculate a Net Promoter scores based on the
response to this question.

On a scale of 0-10, how likely are you to recommend us to a friend?

The Net Promoter Score question UI is contained in the section PegaCA-Work.NPSRatingInWrapUp.

To remove the NPS question from your wrap-up process, copy the CAWrapUp section for your
interaction class into your site-specific ruleset and delete the embedded section for
NPSRatingInWrapUp.

In Pega Customer Service, the question detail is stored on the interaction object itself upon clicking
Submit. Pega Customer Service will calculate the response and quantify the interaction as:

l Detractor (0-6)

l Passive (7-8)

l Promoter (9-10)

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

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

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More details on the Net Promoter Framework can be found in the Tech Note Using the Net
Promoter Framework available on thePega Discovery Network.

Step 8: Campaign management

Campaigns are cross-sell, restitution, reward, or retention offers that customer service
representatives (CSRs) can discuss with customers. Pega Customer Service comes with several sample
campaigns that you can replace with your own. Opportunities are customer requests that are not
necessarily campaign-related, but arise during an interaction.

Campaign offers appear (if the Check Offers checkbox is selected in the interaction driver rule) to
the CSRs just as other suggested service cases in the task area of the Interaction Portal. CSRs navigate
through the offer by following a script just as they do with other service cases.

For more information, search for related topics on Pega Discovery Network.

Step 9: Next-Best-Action Adapter

The Pega Customer Service Next-Best-Action Adapter enables users to leverage the powerful
capabilities of the Pega Marketing application within their Interaction portal.

The Next-Best-Action Adapter is designed to enable sharing and reusing of capabilities between Pega
Customer Service and Pega Marketing.

Note: To use Next-Best-Action Adapter features, install the licensed version of the Pega Marketing
application.

Configuring Next-Best-Action Adapter

Before configuring Next-Best-Action Adapter ensure that Pega Customer Service and Pega Marketing
applications are installed successfully.

Next-Best-Action Adapter supports the following types of configurations:

l Local Configuration

l Remote Configuration

Local Configuration

1. In Designer Studio, open PegaCA-Admin-ApplicationSetting.CPMNBASettings data transform.

2. Update the .NBAAdapterSetting property value to Local.

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3. In Designer Studio, click Customer Service > Customer Experience > Next-Best-Action
Adapter Configuration .

4. Click Advisor Server link and add the Pega Marketing URL. For example, http://host:port

5. Optionally, to update or add context information for strategies to process and respond with
appropriate actions, click Map Additional Interaction Context link and update the data
transform rule.

Note: Pega Marketing follows a defined structure to map the context properties. Follow the
examples from the data transform rule. Be cautious while adding or updating Type, Key and Value
properties in the data transform rule.

6. To update the container name, click Update Containers and update the mapvalue rule.

7. Pega Customer Service comes with predefined actions such as TopOffers, RetentionPeak,
NeedsAssessment, and LostStolenCard. Each action is mapped to a call, a flow rule, a boolean
property to display peak offers or not, and an image. To add a new action or update an existing
action, click Update.

Remote Configuration

Note: Ensure that prgatway is deployed before the remote configuration is completed.

1. Configure host in the prgateway. For more information on how to configure host in the prgateway,
refer to the related articles available on PDN.

2. In Designer Studio, open the PegaCA-Admin-ApplicationSetting.CPMNBASettings data transform.

3. Update the .NBAAdapterSetting property value to Remote .

4. To configure Next-Best-Action Adapter remote system, click Next-Best-Action Adapter link. Add or
update the Gateway URL, System URL, System ID (host name configured in the prgateway), and
Application Name (Application rule of the remote system).

5. Click the respective links to configure the SOAP Service URL or REST Service URL, or both.

6. To create an intent task to represent a federated case, select the Represents a Federated Case
check box on the intent task rule. This points to the remote cases from the remote system and to
the flows.

Note: If you do not need any next best actions, update the .NBAAdapterSetting property to None in
the PegaCA-Admin-ApplicationSetting.CPMNBASettings data transform.

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Step 10: Expert Assist
Expert Assist enables users to request assistance from an expert during an interaction or service
process by initiating a collaboration session with an available expert using Microsoft Lync 2010.
When a user requests expert assistance, Pega Customer Service determines the skills needed at the
current point in the interaction, find a list of available experts who have that skill, and present the
user a list of experts and their current presence in MS Lync.

After an Expert Assist session has been initiated, the full set of Lync features available in the Lync
client are available to the user, including IM, Audio, Screen Sharing, Video and File Sharing.

ExpertAssist requires the following components to function:

l Microsoft Lync is an enterprise platform for Unified Communications. To use ExpertAssist, the
user must already have a Lync 2010 client installed and active on their desktop. ExpertAssist
depends on the availability and functioning of the Lync client SDK and assumes that the user is
signed in.

l The Microsoft Silverlight plugin must be installed in the user’s browser. Expert Assist depends on
a Silverlight control to interact with the Microsoft Lync client SDK.

l The Pega Customer Service server URL must be listed as a trusted site in the user’s browser.

l The Pega Customer Service operator along with their supervisor should have a valid email ID
(recognized by Lync) configured in the Operator ID rule form.

l The application must include the CPM-ExpertAssist:07-13 and PegaFW-Lync:07-13 ruleset.

For more details about configuring Expert Assist, search for the related topics on PDN.

Step 11: Configuring access groups

When your application is created, three access groups are created for you.

l Application:Administrators - Can build the application within Designer Studio.

l Application:Managers - Can access to the Interaction Portal and can view specific manager related
roles such as creating dialogs and coaching tips.

l Application:Users - Can access to the Interaction Portal but cannot access management features.

As with any access group, you can customize the roles to modify the privileges for that group. The
main roles that apply to an access group are listed below:

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PegaCA:CSR
Allows a user to use the Interaction Portal to run interactions and create work.

PegaCA:Manager
Allows a user access to management features such as dialog, coaching tips, and quality reviews.

PegaCA:SysAdmin
Allows a user to access Designer Studio to create and modify customer service applications.

PegaFW:SocialAdmin
Allows a user to manage social filters in the Social Engagement Portal.

CSSocial:SocialCSR
Allows a user to create and resolve cases for the Social Engagement Portal.

PegaCA:AccountManager
Allows a user access to the Account Manager portal.

For a complete list of all access groups and roles in Designer Studio, click Designer Studio > Org &
Security > Groups & Roles.

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

To update an access group:

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

2. Click Save as to save the role to your application.

It is recommended that you name the role with a different name. Update the roles to use the ones
that you created for your application.

3. Click Create and open .

4. In the Definition tab, map the Name and Version field details with your application and click
Save.

To update an access role:

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

2. Select the access role that you want to use, for example PegaCA:Manager.

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3. Click Save as to save the role to your application. It is recommended to give the role a different
name.

4. Click Create and open .

5. Click Save.

Step 12: Configuring reports

Pega Customer Service includes many standard reports for monitoring and analyzing work. For
detailed information about each report, see the PDN article Pega Customer Service 7.21 reports.

Configuring the Estimated Application Savings report

The Estimated Application Savings report calculates the savings achieved using Pega Customer
Service by comparing the call duration for a service process against an average benchmark for the
same process run in a legacy system. The time savings are then multiplied by a cost factor to apply a
dollar value to the savings achieved.

Setting up the report

Record the following information:

l An interaction cost per second value

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

l The SavingsAmount and TimeSavings Declare Expression rules

l Optional updates to the savings report

Configuring the report

1. Identify the relevant service case class that you want to add to the Estimated Application Savings
report.

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

3. On the Expressions tab, update the cost value of CAProcessTimeCost as cost per second.

4. Click Save.

5. Copy an instance of .CABenchmarkDuration to your ruleset, and then apply it to the relevant
service case class.

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

7. Click Save.

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

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

10. Click Save.

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

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

13. Click Save.

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

l AddressChange

l CloseAccount

l Complaint

l Correspondence

l DisputeTransaction

l General

l Interaction

l Interaction-InCorr

Modifying the Savings report

1. From the Application Explorer, select PegaCA-Work > Reports > Report Definition >
CPMApplicationSavings.

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2. Edit the report to meet your requirements.

3. Click Save.

Modifying the Drill-down report

1. Open the User Interactions tab for the CPMApplicationSavings report definition.

2. Copy an instance of the drill-down report to your ruleset.

3. Modify the drill-down report.

4. Update the CPMApplicationSavings report definition to point to the modified drill-down report.

Testing a new application

Testing a new application includes the following procedures:

1. Testing in the Build environment

2. Testing in the Test or Production environments

3. Testing in the UAT environment

Testing in the Build environment

Test a new application in the Build environment before migrating the new application to a Test or
Production environment. Testing in the Build environment enables you to verify that basic
functionality and interfaces work correctly and also that performance is acceptable.

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

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

3. Use the Performance tool (PAL) to measure the performance of the application. For information
about the PAL tool, see About the Performance tool in the Pega 7 Platform help.

l Prior to extending your site-specific Pega implementation, Pegasystems recommends that you
establish a performance benchmark (baseline) using PAL. This allows subsequent, iterative
performance tests against the established baseline to help identify any degradation in
performance resulting from development efforts.

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 l Use PAL to check the performance of the following features:

Search

Account selection

Loading of components

Kickoff of all service intents. For this unit testing, automated scripts are recommended but
not required.

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

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

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

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

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

l Switch

l Provider software

l Connectivity (network)

l CTI engine

l Integration to the CTI engine

In addition, check all delegated rules (for example, coaching tips).

6. Test security. Test the most common roles to ensure that the required access groups are
configured and point to the correct software version.

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Testing in the Test or Production environments
After you import the application to a Test or Production environment, you test the application in the
new environment to verify that it works correctly in that environment.

Notes:
For a multitenancy configuration, run tests in each tenant region.

The testing performed in the Test environment should include usability testing to ensure that the
application meets the UI standard.

1. Verify that the source (Build environment) and destination (Test or Build environment) files are the
same.

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

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

4. In the Test environment, run the Application Guardrails Compliance Score to ensure that the
application meets guardrails.

5. Verify that there is an open Production ruleset so that managers will be able to edit dialogs,
coaching tips, and knowledge content in the Test and Production environments, and so that they
can share those changes. Rulesets are typically locked during migration; you will need to unlock
the ruleset after migration.

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

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

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

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

l Switch

l Provider software

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 l Connectivity (network)

l CTI engine

l Integration to the CTI engine

In addition, check all delegated rules (for example, coaching tips).

8. Verify that the integrations point to the correct system of record, and not to the system of record
for the Build environment.

9. Test security. Test the most common roles to ensure that the required access groups are
configured and point to the correct software version. Use these common roles in your smoke tests
(see next step).

10. Run a smoke test to compare the source and destination environments. Verify that all tests that
pass in the Build environment also pass in the Test or Production environment. If anything fails,
compare the environments to determine whether a difference in environment could cause the test
to fail. If the environment caused the failure, either fix the issue that caused the failure or adjust
the test as appropriate for the new environment.

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

Testing in the UAT environment

After you complete testing in a Test environment, it is common for large call centers to perform User
Acceptance Testing (UAT) in a designated UAT environment, which could be a Pre-production
environment. UAT ensures that end users will be able to successfully complete work and meet
business objectives.

Note: Organizations that use agile methodology for application development will complete less
formal UAT as part of each sprint cycle.

1. Verify the integrity of the UAT environment.

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

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 l Verify that there are no major issues.

l Review changes in order to better understand the features.

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

Packaging a new application

To migrate a new application to a different environment, you must first package the application so
that it can be imported to the new environment.

Packaging and importing a new application includes the following procedures:

1. Merging application changes

2. Packaging an application for migration

3. Importing the packaged application

4. Overriding rules to use Pega Customer Service Social Engagement

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

Merging application changes

If you developed your application features in separate branches, use the Merge Branches wizard to
merge the branches before you package the application. The wizard shows any merge conflicts so
that you can correct them before you merge the branches.

For information about how to use the Merge Branches wizard, see Merging branches in the Pega 7
Platform help.

Packaging an application for migration

Before you can migrate a new application to a different environment, you must package the relevant
data instances and rulesets into a product rule. The product rule is an instance of Rule-Admin-
Product, and it is referred to as the RAP file.

1. Click Designer Studio > Application > Distribution > Package to start the Application
Packaging Wizard. For information about how to use that wizard, see About the Application
Packaging wizard in the Pega 7 Platform help.

2. Complete each page of the Application Packaging Wizard.

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

4. Review the contents of the generated RAP file.

5. On the last page of the wizard, click Modify to make any changes.

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

Importing the packaged application

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

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

2. Use the Import Gadget to import the target .ZIP file. For detailed information about how to use
that gadget, see Import landing page tab in the Pega 7 Platform help.

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

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

Multitenancy deployment considerations

In a multitenancy environment, the shared application components are deployed only to the shared
environment, and the tenant-specific components are deployed only to the tenant region.

For information about how to package and deploy a shared application or a tenant-specific
application, see the Pega 7 Multitenancy Administration Guide.

A deployment to a multitenancy environment has the following requirements.

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

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

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

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

Overriding rules to use Pega Customer Service Social Engagement

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

Feature Rules
History Report definition - CSSocialLoadServiceCasesByContact
Profile Data page -D_CSSocialServiceCaseHistory
Data page-D_ContactDetails
Widget - My performance Report definition - GetCaseIDList
Widget - Agent performance Report definition - TeamPerformance
Widget - Team performance Report definition - TeamPerformanceForWorkgroups

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

1. Log in to Designer Studio.

2. In the search field, enter TeamPerformance.

3. Open the report definition - TeamPerformance.

4. On the Data Access tab, in the Class joins section, enter your class in the Class name

5. On the Pages & Classes tab, in the Class field, enter your class.

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Production maintenance and monitoring

Production maintenance and monitoring

Production maintenance and monitoring include the following:

1. Business rule maintenance in the Production environment

2. Application monitoring

3. Identifying and reporting issues

Business rule maintenance in the Production environment

As a manager, you can update Dialogs, Coaching Tips and Expert Skills in the Production
environment using the Tools > Configuration option available in each process action of the case
type. This feature allows managers to change these options without having to wait for a rule
deployment. Managers must have the same privileges associated with the PegaCA:Manager role in
order to maintain these rules.

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

Managers can also create reports in the My Reports section of the portal. For more information, see
Working with the Report Browser in the Pega 7 Platform help.

The manager can be given the ability to update other rule types in the Production environment. For
example, the manager can update the Goals and Deadline for a certain case type. These rules must
be delegated in the Designer Studio first. After the rule has been delegated, you can access it by
clicking your operator profile> My rules. For more information on rule delegation, see
Delegating a rule or data type in the Pega 7 Platform help.

Application monitoring
Pega 7 Platform application health monitoring
In addition to your site's database and application server monitor tools that you already have in
place, the Pega 7 Platform offers an application called Autonomic Events Services (AES).
Autonomic Event Services (AES) is an application that automatically monitors, retrieves, and organizes
the alert data from one or more clustered systems throughout the enterprise. Pegasystems also
provides the Predictive Diagnostic Cloud (PDC), which allows you to benefit from AES without
installing it locally. PDC is a Software as a Service offering of AES.

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Production maintenance and monitoring

Customer service application monitoring

Monitor the following areas in order to ensure optimal response times and overall application health.

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

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

l Regularly perform a Layer 7 health check. Layer 7 is the application layer of the OSI model. Having
visibility into the details of a connection can allow you to filter out unwanted traffic from entering
your call center in the form of DDoS attack, for example. It can also help with load balancing.
Having visibility into the call details also gives you information needed in order to more
intelligently route the call. For more information,

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

Monitoring Social Engagement applications

If your application uses Social Engagement, monitor your social engagement accounts (for example,
your Facebook and Twitter accounts) to ensure that they do not expire. For more information, see the
Pega Customer Service Social Engagement Implementation topic.

Identifying and reporting issues

As with any application, your users will encounter issues that they need to report as they begin to use
the application. When deploying your application to the production environment, you must do the
following:

1. Identify operational staff who will be responsible for responding to issues reported in the
production environment.

2. Establish procedures with those resources to triage, respond to, and escalate issues.

3. Determine procedures for delivery of changes to the production environment.

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Pega Chat Implementation

Pega Chat Implementation

Note: The use of Openfire (open source chat server) with Pega Chat has been deprecated and is not
supported for new installations.

Customers can implement Pega Chat at the same time as Pega Customer Service, or they can add this
component later. For more information about Pega Chat, see the Pega Chat product page on the
PDN.

Pega Chat implementation includes the following processes:

l Determining which chat window type to use

l Defining requirements for Pega Chat implementation

l Building Pega Chat features

l Testing, packaging, and maintaining Pega Chat

Determining which chat window type to use

Pega Chat supports the following types of chat windows:

l An inline chat window that opens in a small, inset window on top of the web page where the user
initiated the chat session. The user is connected to a chat CSR for assistance.

l A pop-out chat window that opens in a separate browser window from the web page where the
user initiated the chat session. This type of window provides self-guided troubleshooting
suggestions, and then enables the user to connect to a CSR for additional assistance.

To select which chat window type meets your business needs, use the worksheet in “Customer chat
experience” in the Implementation Planning Workbook.

The following table describes the features supported for each chat window type. For more
information about each feature, see the topics in Defining requirements for Pega Chat
implementation.

Feature Inline chat window Pop-out chat window

Pega Co-Browse from CSR initiates the request and customer accepts. CSR requests a Pega Co-Browse session key
the chat window The Pega Co-Browse session key is automatically from the customer using the chat window.
exchanged between clients, and therefore does not
need to be provided during the session.

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Pega Chat Implementation

Feature Inline chat window Pop-out chat window

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

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 Defining requirements for Pega Chat implementation
The steps to define the requirements for your Pega Chat implementation vary depending on which
chat window type you will use.

For an inline chat window, complete the following tasks to define requirements:

1. Defining which web pages will have chat capabilities

2. Defining the chat window branding

3. Defining optional proactive chat for inline chat

4. Defining the chat queues and operator skills

5. Defining URL mappings for inline chat

6. Defining common phrases

7. Defining web pages to push for inline chat

8. Defining optional Pega Co-Browse settings

9. Defining dashboard widgets

10. Defining the chat server location and communication settings

For a pop-out chat window, complete the following tasks to define requirements:

1. Defining which web pages will have chat capabilities

2. Defining the chat window branding

3. Defining the chat queues and operator skills

4. Defining the pop-out chat window behavior

5. Defining common phrases

6. Defining optional Pega Co-Browse settings

7. Defining dashboard widgets

8. Defining the chat server location and communication settings

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Step 1: Defining which web pages will have chat capabilities
To list the pages on your website that will have chat capabilities, use the worksheet in "Chat-enabled
web pages" in the Implementation Planning Workbook.

Step 2: Defining the chat window branding

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

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

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

To record your decisions during this procedure, use the worksheet in “Customer chat experience” in
the Implementation Planning Workbook.

1. Determine the font family for the chat header text.

2. Determine the font color for the chat header text.

3. Determine the background color for the chat header text.

4. Determine which image to display to the left of the chat header text. For example, you can display
a company logo. The header can fit a 21 pixel by 21 pixel image.

5. Determine the background color for a message sent by the customer.

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6. Determine the font color for the text section.

7. Determine the font family for the text section.

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

Step 3: Defining optional proactive chat for inline chat

For web pages that are enabled for inline chat, you can optionally configure Pega Chat to invite the
customer to a chat session, rather than waiting for the customer to request assistance.

To record your decisions during this procedure, use the worksheet in “Proactive inline chat” in the
Implementation Planning Workbook.
1. Determine whether to enable proactive chat.

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

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

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

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

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

Step 4: Defining the chat queues and operator skills

A chat queue is the work queue for chat requests received from one or more chat-enabled web
pages. The chat server routes a chat request to a CSR based on whether the CSR has the required
skills for that queue, and whether the request is received during working hours for that queue.

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

The answer can be used for subsequent interaction processing.

Note: If the answer to an inline pre-chat question is known before the chat session starts, you can
pre-populate the answer when you enable inline chat for a web page. In that case, the chat server

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 will not ask the pre-chat question. An answer can also be pre-populated automatically by your
website based on user login credentials or other information. For information about how to pre-
populate an answer, see Enabling inline chat on your website.

To record your decisions during this procedure, use the worksheet in “Chat queues” in the
Implementation Planning Workbook.
1. Identify the different types of chat requests that you expect to receive and the skills required to
service each request.

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

3. Determine a name for each chat queue.

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

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

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

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

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

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

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

The Configure interactions topic describes tasks that can include Pega Chat metadata.

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

11. Identify which CSR operators have the required Pega Chat skills to respond to the chat queue. For

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 information about defining operator skills, see Defining the operator attributes.

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

Step 5: Defining URL mappings for inline chat

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

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

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

1. Identify each URL pattern.

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

2. Identify the chat queue for each pattern.

Step 6: Defining the pop-out chat window behavior

Pega provides a sample CustomerChat application to enable the pop-out chat feature. You should use
this application as a starting point for your pop-out chat features, and modify it to suit your needs.
The Pega-provided CustomerChat application for pop-out windows includes a sample Triage flow
that you can modify to define the following:

l A list of problem types for which a user can request help.

l A subflow for each problem type, which can include any of the following: the chat queue to assign,
links to articles to help troubleshoot the issue, questions to help troubleshoot the problem,
suggested user actions based on the question responses.

l A post-chat survey.

To record your decisions during this procedure, use the worksheet in “Pop-out chat window flow” in
the Implementation Planning Workbook.

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1. Define the problem types for which the pop-up chat window will provide support, and the default
chat queue for each problem type.

2. For each problem type, define the information that will be presented to the user when they select
that problem. This can be a list of Pega Knowledge articles, or it can be one or more
troubleshooting questions presented sequentially to the user.

If defining a troubleshooting question, define each possible answer, and define the action that the
application should take in response to each answer. The action can be any of the following:
present another question, suggest a troubleshooting action (for example, enable a setting), or
route the request to a chat queue.

3. Define any post-chat survey questions that you want to present to the user.

Step 7: Defining common phrases

Pega Chat lets CSRs insert frequently used phrases in the chat window by selecting them from the
Phrases menu during a chat session.

To record your decisions during this procedure, use the worksheet in “Common phrases” in the
Implementation Planning Workbook.
1. Define the categories of common phrases that will be seen by the CSR. During a chat session, each
category is presented to the CSR as a separate submenu from which they can select a phrase.

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

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

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

Step 8: Defining web pages to push for inline chat

During an inline chat session, a CSR can select a chat-enabled web page to share with a customer in
order to guide them or point them to the information that they need. The customer receives a
message asking for permission to redirect their web browser to the pushed page.

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

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

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

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

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

Step 9: Defining optional Pega Co-Browse settings

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

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

Step 10: Defining dashboard widgets

Chat widgets display historical or real-time chat statistics on the Interaction Portal dashboard.

To record your decisions during this procedure, use the worksheet in “Chat widgets” in the
Implementation Planning Workbook.
1. Log in to Designer Studio using the administrator operator ID for your application.

2. Click Launch > Interaction Portal.

3. Click Dashboard.

4. Click the Switch to edit mode tool .

5. Under Widgets, click Add Widget(s).

6. On the Widgets window, scroll to the CHAT section, and decide which chat widgets you want to
show on your dashboard.

For detailed information about how to add widgets to the dashboard, see Designing the portals.

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Step 11: Defining the chat server location and communication settings
There are two options for the chat server installation. Pega can install it for you as part of the Pega
Cloud Collaboration Services, or you can install it yourself on premises. Once the chat server is
installed, you must configure how Pega Customer Service connects to that chat server.

To record your decisions during this procedure, use the worksheet in “Chat server” in the
Implementation Planning Workbook.
1. Determine where the chat server will be installed: in the cloud using Pega Cloud Collaboration
Services, or on-premises.

Notes:
For information about installing a chat server on-premises, see the On-Premises Chat Server
Installation article on the Pega Chat product page of the PDN.

If you use Pega Cloud Collaboration Services, you must configure your application to use the
AllowPegaCollaborationServices security policy. For more information, see Configuring the
security policy.

2. Determine the following communication information for the chat server:

l The host name, IP address, or domain name of the installed chat server or chat infrastructure.
For an on-premises server, this value is likely to be a domain name that resolves to a load
balancer. For Pega Cloud Collaboration Services, this is usually chat.usefirefly.com.

l The protocol (http or https) used to configure chat. Pega Customer Service server will connect to
the chat server using this protocol.

l The TCP port used to configure the chat server. Pega Customer Service server will connect to
the chat server on this port.

l The unique configuration key used to configure the specific chat server.

If you use Pega Cloud Collaboration Services, you will receive this information in an email sent
to the provisioning email address that you provided. If you install the chat server on-premises,
request this information from the person who installed the chat server.

Note: A chat server is identified by its configuration key. A chat server (and configuration key)
must be associated with only one Pega 7 Platform environment. You should create only one
chat server record on the Pega 7 Platform to represent each chat server. If you select the same
configuration key in more than one record or environment, then each subsequent record or

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 environment will attempt to delete configuration elements (for example, queues and
operators) created by the other configuration or environment.

3. Determine the following client communication information:

l The protocol (http or https) used by the CSR and customer web browsers to communicate with
the chat server.

l The TCP port used by the customer and CSR web browsers to communicate with the chat
server.

l The frequency (in seconds) to reconnect the customer and CSR web browsers to the chat server,
in the event or a network interruption or chat server restart.

l The maximum number of reconnection attempts.

l The maximum number of chat conversations that a CSR can engage in at the same time.

4. The protocol (http or https) used by the CSR and customer web browsers to communicate with the
chat server.

5. The TCP port used by the customer and CSR browsers to communicate with the chat server.

6. The frequency (in seconds) to reconnect to the chat server.

7. The maximum number of reconnection attempts.

8. The maximum number of chat conversations that a CSR can engage in at the same time.

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 Building Pega Chat features
The steps to build the features for your Pega Chat implementation vary depending on which chat
window type you use.

For an inline chat window, complete the following tasks to build features:

1. Configuring the chat server communication settings

2. Configuring the security policy

3. Configuring chat queues

4. Configuring pre-chat questions for inline chat

5. Branding the customer chat window

6. Configuring optional proactive chat for inline chat

7. Configuring URL mappings for inline chat

8. Enabling inline chat on your website

9. Configuring common phrases

10. Configuring page push for inline chat

11. Enabling automatic Pega Chat login

For a pop-out window, complete the following tasks to build features:

1. Configuring the chat server communication settings

2. Configuring the security policy

3. Configuring chat queues

4. Branding the customer chat window

5. Configuring the pop-out chat application

6. Enabling pop-out chat on your website

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7. Configuring common phrases

8. Enabling automatic Pega Chat login

Step 1: Configuring the security policy

If your Pega Chat implementation uses Pega Cloud Collaboration Services, you must update your
application to use the AllowPegaCollaborationServices security policy.

1. Log in to Designer Studio.

2. From the Application menu, click Open Application .

3. Click the Integrity & security tab.

4. In the Content security section, change the Policy name to AllowPegaCollaborationServices.

5. Click Save.

Step 2: Configuring the chat server communication settings

1. Click Designer Studio > Channel Services > Pega Chat > Administration &
Configuration .

2. Click Add new.

3. In the Server Configuration section of the tab, select Pegasystems from the Chat server
type list.

4. In the Chat server hostname field, enter the host name or IP address of the chat server, or the
domain name of the chat infrastructure.

5. In the Configuration protocol field, select the protocol (http or https) and enter the Port
number for communication between Pega Customer Service and the chat server during
configuration. This can be the same as or different from the communications protocol and port.

6. In the Chat API key field, identify the unique configuration key for this chat server.

Notes: You receive a message that shows whether the configuration key has been successfully
validated.

Do not create more than one chat server configuration using the same configuration key.

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 7. In the Client Communication section, select the Communications protocol (http or https)
and enter the Port number for communication between the customer and CSR web browsers and
the chat server.

8. In the Reconnect interval (Sec) field, enter the frequency in seconds that the customer and CSR
web browsers should reconnect with the chat server if the connection is lost.

9. In the Reconnect attempts field, enter the maximum number of times to reconnect the
customer and CSR web browsers with the chat server.

10. In the Max concurrent conversations field, enter the maximum number of simultaneous
conversations allowed for a CSR.

11. Click Save.

Note: You can edit an existing chat server from the list of servers.

Step 3: Configuring chat queues

1. Click Designer Studio > Channel Services > Pega Chat > Administration &
Configuration .

2. Select the chat server, click the Options icon , and then click Edit.

3. Click the Queues tab.

4. Click Add Item.

5. Enter a Queue name.

6. In the Skills field, click Add new to identify the skills that a CSR must have in order to accept
chat requests for this queue. You can select an existing skill, or create a new one. Chat requests in
the queue will be routed to CSRs with all of the listed skills. For example, if a queue requires
English-speaking representatives who have the skills to process service requests, you may identify
a skill for English and another for Service. Chat requests to the queue are routed to CSRs who have
both skills – English and Service. Create additional skills as needed to meet the needs of the queue.

For information about defining operator skills, see Defining the operator attributes. You must
synchronize the chat server with the Pega 7 Platform in order for the updated information to be
available during a chat session.

7. From the Hours of operation list, select or create a calendar that reflects the hours of operation

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 of the queue.

For information about defining calendars, see Defining the operator attributes. You must
synchronize the chat server with the Pega 7 Platform in order for the updated information to be
available during a chat session.

8. In the Off-hours behavior field, enter a message to display to a customer who requests to chat
when the queue is not in service.

9. In the Agents Not Available field, enter a message to display to a customer who requests to
chat when no representatives are logged in who can serve the queue.

10. Under Service level, enter your service level goal by identifying what percent of customers you
want respond to within a selected number of seconds. For example, you might want to respond to
75% of customers within 60 seconds of their chat request. These goal numbers are used for
reporting, and are not enforced.

11. Click Submit.

The Queues tab lists the chat queues for the selected chat server. From this tab, you can complete
the following tasks for an existing chat queue:

l To edit an existing queue, click the Edit icon .

l To view a list of CSRs who match the skills for this chat queue, click the List operators for
queue icon .

l To delete an existing queue, select the queue and then click the Delete icon .

12. Repeat these steps to add more chat queues.

13. Click Save.

Step 4: Configuring pre-chat questions for inline chat

1. Click Designer Studio > Channel Services > Pega Chat > Administration &
Configuration .

2. Select the chat server, click the Options icon , and then click Edit.

3. Click the Queues tab.

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 4. Select the queue for which you will configure inline pre-chat questions, and then click the Edit
icon .

5. In the Pre-chat questions section, click Add new to add a pre-chat question for this queue.

6. In the Key field, enter the name of the property to create for the answer to this question.

7. In the Question field, enter the pre-chat question that will be presented to a customer.

Note: For information about how to pre-populate a pre-chat answer for your website, see
Enabling inline chat on your website.

8. Repeat these steps for additional pre-chat questions.

9. Click Submit.

10. Repeat these steps for each additional chat queue.

11. Click Save.

Step 5: Branding the customer chat window

1. Click Designer Studio > Channel Services > Pega Chat > Administration &
Configuration .

2. Select the chat server, click the Options icon , and then click Edit.

3. Click the Customer Chat Client tab.

4. Configure the chat header settings.

a. In the Font family list, select the header font family.

b. In the Font color field, enter the header font color in hexadecimal format, or click the color
block to select a color or enter a value in RGB format.

c. In the Background color field, enter the header background color in hexadecimal format, or
click the color block to select a color or enter a value in RGB format.

d. In the URL for chat icon field, enter the URL of an image file (21 pixels in height and width)
to show at the left side of the header section.

5. Configure the chat text settings.

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 a. In the Background color field, enter the background color in hexadecimal format for text
that the customer enters, or click the color block to select a color or enter a value in RGB
format.

b. In the Font color field, enter the font color for the text section in hexadecimal format, or click
the color block to select a color or enter a value in RGB format.

c. In the Font family list, select the font family for the text section.

d. In the Agent background color field, enter the background color in hexadecimal format for
text that the CSR enters, or click the color block to select a color or enter a value in RGB format.

6. Click Save.

Step 6: Configuring optional proactive chat for inline chat

1. Click Designer Studio > Channel Services > Pega Chat > Administration &
Configuration .

2. Select the chat server, click the Options icon , and then click Edit.

3. Click the Proactive Chat tab.

4. To enable proactive chat, select the Enable Proactive Chat check box.

5. If you enable proactive chat, select one or more of the following check boxes to determine when a
customer will be invited to a proactive chat session. You must select at least one check box.

a. To start a proactive chat session based on how long a customer views a chat-enabled web
page, select the Offer chat when user stays on a page for NN seconds check box, and
then enter the number of seconds.

b. To start a proactive chat session based on how many chat-enabled pages the user views, select
the Offer chat when user views NN pages check box, and then enter the number of
pages.

c. To start a proactive chat session from a chat-enabled web page based on how long a customer
views your website, select the Offer chat when user stays on the website for NN
seconds check box, and then enter the number of seconds.

6. In the Invitation text field, enter the message to display to the customer to invite them to a chat
session.

7. Click Save.

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Step 7: Configuring URL mappings for inline chat
1. Click Designer Studio > Channel Services > Pega Chat > Administration &
Configuration .

2. Select the chat server, click the Options icon , and then click Edit.

3. Click the URL Mapping tab.

4. Click Add Item.

5. In the URL Pattern field, enter the pattern of the chat-enabled web pages that you want to map
to a chat queue.

You can enter multiple values separated by the or operator, and you can include the * wildcard
character. For example:

yoursite.com/*-sales or yoursite.com/newcustomer

6. From the Queue list, select the chat queue to assign to web pages that match the pattern.

7. Click Save.

Step 8: Enabling inline chat on your website

1. From your code editor, open the layout file that will propagate to all of your site's web pages that
require chat capabilities.

2. Insert a JavaScript snippet similar to the one shown below in the web page code.

Note: A sample snippet is emailed to the administrator provisioning email address that you
provided when the chat server was installed.

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 <script type="text/javascript">
(function() {
window.fireflyAPI = window.fireflyAPI || {};
window.fireflyAPI._log = window.fireflyAPI._log || function(){};
window.fireflyChatAPI = {};
fireflyChatAPI.token=<your Chat API token>;
fireflyChatAPI.cobrowseAPIKey=<your portal co-browsing API key>;
fireflyChatAPI.queue = <your queue>;
fireflyChatAPI.skipQueueSelection = <true or false>;
fireflyChatAPI.assetHostUrl="https://firefly-chatproduction.
s3.amazonaws.com";
fireflyChatAPI.type = 'visitor';
fireflyChatAPI.serverHostUrl = <yourchatserverUrl>;
var script = document.createElement("script");
script.type = "text/javascript";
script.src = <yourchatserverUrl> +
"/scripts/loaders/chatLoader.js";
script.async = true;
var firstScript = document.getElementsByTagName("script")[0];
firstScript.parentNode.insertBefore(script, firstScript);
})();
</script>

3. In the JavaScript snippet, modify the JavaScript variables listed below to reflect your environment
and needs:

fireflyChatAPI.token
The API token for your chat server. This value is pre-populated in the snippet that you receive.

Note: This value is not the same as the server configuration key that you identify when you
configure your chat server.

fireflyChatAPI.cobrowseAPIKey
The Pega Co-Browse API key. For information about how to obtain this key, see the Pega Co-
Browse Implementation Guide.

fireflyChatAPI.queue
The chat queue for this web site. If this variable is defined, then Pega Chat ignores the
fireflyChatAPI.skipQueueSelection variable.

If this variable is not defined, Pega Chat determines the queue selection based on the following
criteria:

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 l If the fireflyChatAPI.skipQueueSelection variable is not defined or is set to
false, the chat window presents a list of queues for the user to select from, or uses the
default queue if only one queue is defined.

l If the fireflyChatAPI.skipQueueSelection variable is set to true, then Pega Chat

uses URL mappings to assign a chat queue for this site.

fireflyChatAPI.skipQueueSelection
This variable is considered only when the fireflyChatAPI.queue variable is not defined. Set
this variable to false if the chat window uses URL mappings to determine the queue selection.
Set this variable to true if the chat window presents a list of queues for the user to select from,
or use the default queue if only one queue is defined.

fireflyChatAPI.assetHostUrl

The URL from which Pega Chat loads assets (images and stylesheets). This value is pre-populated
in the snippet that you receive, and is typically set to https://firefly-chat-
production.s3.amazonaws.com.

fireflyChatAPI.serverHostUrl

The URL of the Pega Chat server. This value is pre-populated in the snippet that you receive, and is
set to https://chat.usefirefly.com. for a Pega Cloud Collaboration Services installation.

4. To pre-populate a pre-chat answer for your website, update the JavaScript snippet to include a
statement in the format shown below.

fireflyChatAPI.preChatAnswers = {"username" : “Sara Connor”,

"Account":1234560000, "ContactId":CONNOR, "Verified":"True"};

For each value pair, the first part of the value identifies the pre-chat key, and the second value
identifies the answer. If an answer is pre-populated, then the pre-chat question associated with
that answer is not asked.

Step 9: Configuring the pop-out chat application

1. Log in to the CustomerChat application using the following credentials:

User Name: customerChatDev

Password: install

2. To configure the chat server information that the application will use, edit the following properties

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 in the SetChatParameters data transform (applies to the CustomerChat class):

l chatserverhost — your chat server host

l ChatProtocol — the protocol used for chat (http or https)

l ChatPort — the port used

l ChatToken — your chat token

3. From the Application Explorer, open the the CustomerChat class, expand Process, expand Flow,
and then click Triage. to review that flow.

4. The initial problem categorization is in the SelectChatQueue section. This section sets the
problem category (that is, the property category). Modify the categorization questions and
categories to suit your needs.

5. Create subflows for each problem category. For each subflow, you can configure a list of links to
Pega Knowledge articles, or a series of troubleshooting questions to guide the user actions. Use
the subflows provided in the sample application as a starting point.

6. Modify the SetChatQueue data transform so that each chat request is routed to the appropriate
queue, based on information gathered by the subflow.

7. The CustomerChat application sets various parameters and initiates the chat session using the
JavaScript included in the ChatScripts section. To pass additional properties (for example, answers
to questions asked in subflows) to Pega Customer Service, modify the JavaScript in the ChatScripts
section to add preChatAnswers. These properties will be available in the valuegroup
ChannelServicesInteraction.pyUserData on the interaction page of the CSR's clipboard.

8. Review and modify the post-chat survey questions. The sample application uses the NPSRating
section to present the survey.

9. The sample survey calls a REST service to associate the survey response with a Pega Customer
Service interaction. Modify the UpdateNPSScore REST connector to point to the URL of your Pega
Customer Service server and configure an appropriate authentication profile.

Step 10: Enabling pop-out chat on your website

1. From your code editor, open the layout file that will propagate to all of your site's web pages that
require chat capabilities.

2. Add a call to the CustomerChat application using one of the following methods. See the help links

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 provided for more information.

l Pega Web Mashup. See the PDN article Pega Web Mashup.

l Directed web access link. See the Pega 7 Platform help topic Configuring directed web
access.

Step 11: Configuring common phrases

1. Log in to Pega Customer Service as a manager.

2. Click Launch > Interaction Portal.

3. Click Manager Tools.

4. In the Chat Assets section, click Configure Phrases.

5. Click Add Item.

6. In the Phrase Name field, enter a label that identifies the phrase to the CSR.

7. In the Phrase Text field, enter the text that the customer sees in their chat window when the CSR
selects this common phrase.

8. In the Category field, enter or select a category for this phrase. The category helps the CSR select
the appropriate phrase during a chat session.

9. In the Language field, identify the language of this phrase. Select the default value of All
Languages if this phrase should be available regardless of the chat language.

10. Click Add to continue creating additional phrases, or click Submit to return to the Common
Phrases page.

11. Click Save.

12. Repeat these steps for each common phrase.

Step 12: Configuring page push for inline chat

1. Log in to Pega Customer Service as a manager.

2. Click Launch > Interaction Portal.

3. Click Manager Tools.

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 4. In the Chat Assets section, click Configure Page Push .

5. Click Add Item.

6. In the Destination Name field, enter a name that identifies this web page to the CSR.

7. In the URL field, enter the URL of the chat-enabled web page.

8. In the Category field, enter or select a category for this web page. The category helps the CSR
select the appropriate destination during a chat session.

9. In the Language field, identify the language of the web page. Select the default value of All
Languages if the web page should be available for selection regardless of the chat language.

10. Click Add to continue creating additional destinations, or click Submit to return to the Page Push
page.

11. Click Save.

12. Repeat these steps for each chat-enabled web page that a CSR can share with a customer during a
chat session.

Step 13: Enabling automatic Pega Chat login

A CSR or manager has the option to automatically log in to Pega Chat when they log in to the
Interaction Portal.

1. Log in to the Interaction Portal as an agent.

2. Click Operator > Preferences.

3. Click Desktop Preferences > Channels > Chat.

4. Select the Enable Chat check box.

5. In the Chat login preference list, select Save Login Info.

6. Select the Chat server to use.

7. In the Chat Display Name field, enter the name that will identify you to customers during a chat
session.

8. Click Save Preferences.

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Testing, packaging, and maintaining Pega Chat
During the Delivery phase, complete the following tasks to test, package, and maintain Pega Chat.

1. Test the component

Test Pega Chat during product integration testing. For details, see Testing a new application.

2. Package and export the component

For information about how to package and export an application that includes Pega Chat, see
Packaging a new application.

3. Production monitoring

Production monitoring for Pega Chat includes the following tasks:

l Synchronizing application updates with the chat server

l Monitoring chat queues

For complete information about production maintenance and monitoring tasks for Pega Customer
Service, see Production maintenance and monitoring.

Synchronizing application updates with the chat server

Whenever you make changes in Designer Studio that affect Pega Chat (for example, modifying the
chat server or adding chat skills to an operator record), the data must be synchronized with the chat
server. This synchronization happens automatically any time you save changes to a chat server
configuration (for example, when you add a new queue for a chat server). However, this
synchronization must be performed manually for other changes, such as the addition of operator
skills or a change to a calendar.

Note: Since synchronization is resource intensive in environments with a large number of users
and chat skills, it is recommended that you perform synchronization off-hours.

1. Click Designer Studio > Channel Services > Pega Chat > Administration and
Configuration .

2. Select the chat server.

3. Click the Options icon , and then click Synchronize.

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 Note: An alternative method is to modify the agent schedule for the Pega-provided agents rule
(ruleset PegaFW-Chat). That rule runs periodically to ensure that the configuration is kept
synchronized.

Monitoring chat queues

Monitor the real-time performance of chat queues to ensure that you are delivering the expected
levels of service.

Monitoring chat queues from the Interaction Portal

1. From the dashboard of the Interaction Portal, click the Switch to edit mode icon .

2. Click Add Widget(s).

3. In the CHAT section, select Monitor Chat Queues, and then click Add selected at the bottom
of the widget page.

4. Click Publish .

5. Select the chat server.

Monitoring chat queues from Designer Studio

1. Click Designer Studio > Channel Services > Pega Chat > Administration &
Configuration . The Administration and Configuration landing page opens.

2. Select the chat server that you want to monitor, click the Options icon , and then click
Monitor.

Chat queue statistics

The Chat queue monitor shows the following real-time statistics for the selected chat queue.

Open?
Whether the chat queue is currently open, based on the hours of operation. Only the widget shows
this value.

Queue
Name of the queue.

Requests
The number of customer requests currently waiting to be served.

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Estimated Wait Time (sec)
The amount of time (in seconds) a new customer joining the queue is likely to have to wait before
they are served.

Logged in Agents/Operators
The number of operators logged in and skilled to serve requests in this queue.

Longest Wait Time (sec)

The longest wait time (in seconds) currently being experienced by a customer who is in the queue.

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Pega Customer Service Social Engagement Implementation

Pega Customer Service Social Engagement

Implementation
Pega Customer Service Social Engagement makes global service teams to deliver relevant, fast
customer experience via social channels. To enhance social Customer Service Representative's (CSR)
productivity, Pega uses advanced text analytics to cut through social media noise and extract only
those conversations that are relevant. Pega guides your CSRs through every social interaction by
analyzing sentiment, topics and influence scores so that you teams can adapt and execute the best
service strategy. CSRs can take advantage of interaction histories across service channels, as well as
Pega’s Knowledge Management and Case Management tools, to deliver a satisfying response to
customers.

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

For more information about Pega Customer Service Social Engagement, see the Pega Customer
Service product page on the Pega Developer Network.

Pega Customer Service Social Engagement implementation includes the following processes:

l Defining requirements for the Pega Customer Service Social Engagement implementation

l Building Pega Customer Service Social Engagement

l Testing, packaging, and maintaining Pega Customer Service Social Engagement

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Defining requirements for the Pega Customer Service Social
Engagement implementation
During the Define phase, complete the following tasks for Pega Customer Service Social Engagement
implementation:

1. Compiling a list of business Twitter handles and Facebook business pages

2. Defining and registering Facebook and Twitter applications

3. Setting up the Pega Customer Service Social Engagement operations team

4. Mapping operators to access groups, work groups, and workbaskets

5. Authorizing customer service representatives on social channels

6. Defining topics

Step 1: Compiling a list of business Twitter handles and Facebook business

pages
With Pega Customer Service Social Engagement you can receive tweets and posts from social
channels such as Twitter and Facebook and respond to them.

To compile a list of business Twitter handles, remember the following points

l Your business may have branded one or more Twitter account for customer service.

l Your customers may contact you through one of your Twitter account. You can route their queries
to the right team. Compile a list of all Twitter accounts that you need to monitor.

l You can respond to incoming tweets from either a single or multiple outgoing Twitter handles.

l The Social Administrator maps incoming Twitter handles to the outgoing Twitter handles. For
example, for the incoming Twitter handle @askmybank, you can set the outgoing Twitter handle
@mybank to respond to the customers.

To compile a list of Facebook business pages, remember the following points

l Compile a list of your business Facebook page URLs, from where you intend to provide customer
service. If your business does not have a Facebook page, create one using your business profile.

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 l Your Pega Customer Service Social Engagement Administrator configures listening and response
capabilities for your Facebook business pages.

To record your decisions during this procedure, use the "Compile Twitter handles and Facebook
pages" worksheets in the Implementation Planning Workbook .

Step 2: Defining and registering Facebook and Twitter applications

Pega Customer Service Social Engagement use public APIs through applications created on Twitter
and Facebook to harvest social posts and respond to them from the Social Interaction portal.

Note: Ensure that you create and register applications with Twitter and Facebook. Creating and
registering a Facebook application is a time-consuming process. This process might take 3-7 days for
a new application approval. For detailed information about the registration process, see the
Facebook website.

Before you create your Twitter and Facebook applications, consider the following points:

l The number of connectors that you want to create. A connector enables API connectivity to
Twitter.

l The number of dedicated Twitter applications. It is recommended that you have a dedicated
Twitter application for each connector because reusing Twitter application tokens across multiple
connectors will likely result in API rate-limiting issues by Twitter.

l Ensure that you have a dedicated Twitter application for incoming tweets and messages.

l Facebook API tokens can be reused across connectors.

To create and register a new Facebook application, perform the following:

1. Log in to your Facebook developer account.

2. In the My Apps list, click Add a New App.

3. On the Add a New App menu, click Facebook Canvas.

4. Complete the form to create the application.

5. Ensure that you request the following access credentials.

l publish_pages

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 l read_page_mailboxes

l manage_pages

6. Follow the steps in the quick start wizard to complete the registration process.

7. Submit your application for review.

To create and register a Twitter application, perform the following:

1. Log in to your Twitter developer account.

2. Click Create New App.

3. Complete the Create an application form.

4. Select the Yes, I agree check box to agree to the developer agreement.

5. Click Create your Twitter application . Your application is created. A new page opens.

6. Click the Keys and Access Tokens tab.

7. To create access tokens, click Create my access tokens. With an acces token, you can make API
calls. The access token is generated with the default read permission.

8. Click Test oAuth to test the oAuth tokens. The oAuth tool page shows the configuration details
for the Twitter connector.

Step 3: Setting up the Pega Customer Service Social Engagement operations

team
The operations team of Pega Customer Service Social Engagement has three types of users - Social
Administrator, Social Manager, and Social CSR. You can perform various operatoins, based on your
access privileges.

To set up the operations team, perform the following tasks:

1. Identify the users of the operations team

l Social Manager

l Social Administrator

l Social CSR

2. Identify the access groups and assign users to the appropriate group.

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 l Social Manager

l Social Administrator

l Social CSR

3. Determine which users that you want to assign to each work group

4. List Pega Customer Service Social Engagement IDs, Twitter handles and Facebook IDs of the Social
Administrator, Social Manager, and Social CSR.

Step 4: Mapping operators to access groups, work groups, and workbaskets

Pega Customer Service Social Engagement ships the following operators, access groups, work groups,
and workbaskets. You can clone any of these operators.

Operator Access Group Work Group WorkBasket

CSSocialAdmin CSSocialAdmin Default -
CSSocialManager CSSocialManager Default Inbound social
CSSocialCSR CSSocialCSR Default Inbound social

Step 5: Authorizing customer service representatives on social channels

You must authorize Customer Service Representatives (CSRs) to respond to customer tweets and
posts from the Social Engagement portal.

Authorizing CSRs on Twitter through the Social Interaction portal

1. Log in to the Social Engagement Portal, and then click Operator > Preferences.

2. Under the Authorization group, click Twitter.

3. In the OAuth Client list, select TwitterOAuthClient.

4. Click Authorize.

To make your CSRs to respond on behalf of your organization using official Twitter handles, Pega
Customer Service Social Engagement leverages TweetDeck, a team management service provided
by Twitter. TweetDeck makes Social Administrators to designate CSRs as “contributors” to official
Twitter handles needed, and revoke access when no longer needed. Social Administrators must
log in to TweetDeck with corporate Twitter account. To know more about TweetDeck, see Twitter
website.

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 Each CSR uses their Twitter credentials to authorize the application. Ensure that for your Twitter
handles, each CSR Twitter account is added as a contributor in TweetDeck. You need read, write,
and access permissions on your Twitter application to respond to tweets from Social Engagement
portal. (It is mandatory to register mobile numbers with Twitter account for application
permissions other than read only).

5. Enter text into User Name and Password fields.

6. Click Save.

Authorizing CSRs on Facebook through the Social Interaction portal

1. Log in to your Facebook developer account.

2. On the Facebook developer homepage, in the My Apps list, select your application.

3. On the application page, click Settings.

4. On the Basic tab, enter details in the Secure Canvas URL and Site URL feilds.

5. Log in to the Social Engagement portal, and then click Operator > Preferences.

6. Under the Authorization group, click Facebook.

The Application ID and Application Secret of the application that you selected are populated
automatically from the Facebook application.

7. Click Authorize. Facebook automatically retrieves access tokens and page tokens for all your
authorized Facebook business accounts.

8. Click Save.

Note: To respond, Social Administrators must authorize themselves on the Facebook before Social
CSRs authorize themselves.

Step 6: Defining topics

Topics are an optional set of keywords that describes a company, brand, department, line of
business, or a subject of interest. They are ideal for filtering the data that is harvested from social
websites. For example, an airline could set up topics such as “Corporate Customers”, “Travel
Partners”, or “Mobile Check-in.”

Identify each keyword that you plan to use to filter harvested data.

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Building Pega Customer Service Social Engagement
During the Delivery phase, follow these steps to configure your Pega Customer Service Social
Engagement instance.

1. Creating a new Pega Customer Service application for social engagement

2. Configuring social streams

3. Configuring Twitter and Facebook connectors

4. Configuring social queues

5. Enabling customer service representatives to respond to social messages

Step 1: Creating a new Pega Customer Service application for social

engagement
With Pega Customer Service Social Engagement you can listen to customer conversations across
social channels such as Twitter and Facebook, analyze and simplify messages, create cases
automatically, and route them to appropriate response teams.

1. Create a new application, (for example, MyCompanySocial), that will be used only for the Social
Engagement portal. Create this application on the Pega Customer Service application. To create an
application, see the article Create applications with the New Application wizard on the Pega
Developer Network.

2. Add the rulesets listed in the CS-Social:07-21 application to your new application. To add rulesets,
see the article Ruleset Versions and Rulesets Completing the Create and Save As forms on Pega 7
Platform Help.

Step 2: Configuring social streams

A social stream is a logical container that stores harvested social messages such as tweets and posts.
It is also used to store associated connectors, topics, and taxonomy. Your implementation may
require more than one social stream. For example, your implementation may store all tweets and
Facebook posts that belong to the European market in one social stream and the Asia-pacific market
in another social stream.

Pega Customer Service Social Engagement provides a sample social stream.

Complete the following steps to configure a social stream from the sample stream:

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1. Log in to Designer Studio.

2. In Designer Studio, enter CS Social Sample Social Stream Template in the search field.

3. Click Save as to save this data flow in an open ruleset.

Step 3: Configuring Twitter and Facebook connectors

A connector is implemented through a combination of a data set and a data flow. (To learn more
about data sets and data flows, see the articles data set and data flow).

1. Complete the following steps to configure a Twitter data set.

a. Log in to Designer Studio.

b. In the search field, enter CS Social Sample Twitter Dataset.

c. Click Save as to save this in your open ruleset.

d. Enter the API tokens of the Twitter application that you want to use.

e. Optional: enter the Klout API token.

Note: To harvest Klout scores for all Twitter users, you need to enter the Klout API key. If you
have not registered with Klout for API access, you can register at Klout website.

f. Click Save and check-in the data set.

2. Complete the following steps to configure a Twitter data flow.

a. Log in to Designer Studio.

b. In the search field, enter CS Social Sample TW Connector.

c. Click Save as to save this in your open ruleset.

d. Configure the Twitter data set that you have created in step 1 as the source of this data flow.

e. Configure the target of this data flow with the social stream in which you would like to store
the data.

3. Complete the following steps to configure a Facebook data set.

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 a. Log in to Designer Studio.

b. In the search field, enter CS Social Sample FB data set.

c. Click Save as to save this in your open ruleset.

d. Enter the API tokens of the Facebook application.

e. Optional: enter the Klout API token.

4. Complete the following steps to configure a Facebook data flow .

a. Log in to Designer Studio.

b. In the search filed, enter CS Social Sample FB Connector.

c. Click Save as to save this ruleset.

d. Configure the Facebook data set that you created in step 3 as the source of this data flow.

e. Configure the target of this data flow with the social stream in which you would like to store
the data.

5. Complete the following steps to start a connector.

a. Log in to the Social Engagement Portal with the Social Administrator credentials.

b. In the Dashboard menu, click Configure.

c. In the Social stream list, select your social stream to view the list of connectors.

d. Click Start to initiate the connector data flow.

Step 4: Configuring social queues

Social queues create cases automatically based on pre-defined incoming messages on incoming
social messages. A case can be routed to a workbasket or an operator’s worklist.

Complete the following steps to create a social queue:

1. Log in to the Social Engagement Portal with the Social Administrator credentials.

2. Click Dashboard > Configure.

3. Click the Social Queues tab, and then click the Add item icon

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 to add a social queue.

4. On the General tab, fill in the Queue name and select a stream from the Associated stream
list. Optional: you can select Start date and End date to view the queue in a particular period. A
queue will not be active after the end date.

5. On the Conditions tab, select items from the Criteria list, Criteria Evaluator, and the
Criteria Value lists. For example, Sentiment is negative.

6. On the Actions tab,select any value from the Assign to list, select the associated value of the
selected item, and then select any item from the Assign SLA list. For example, select the
Operator - CSSocialAdmin and Assign SLA - NotifyManager.

7. Click Apply.

Step 5: Enabling customer service representatives to respond to social

messages
With Pega Customer Service Social Engagement, your customer service representatives can respond
to the customers issues through tweets from a single or multiple Twitter handles. The Social
Administrator maps incoming Twitter handles to outgoing Twitter handles.

For example, tweets received from the incoming Twitter handle @corporatehandle can be set up to
respond as either @corporatehandle or @askcustomercare (assuming both handles are owned and
configured by your organization).

Follow these steps to configure outgoing Twitter handles:

1. Log in to Designer Studio and select Data Explorer > Twitter Handle Mappings.

2. On the Twitter Handle Mappings page, go to the Records tab.

3. Click Add record icon to add a new Twitter handle.

4. In the Twitter Handle field, enter an incoming Twitter handle for example, @corporatehandle;
in the Twitter Handle for reply field, enter an outgoing Twitter handle for example,
@askcustomercare; in the User ID for Reply field, enter the corresponding numeric ID.

Note: You can find the ID for your Twitter handles using any third-party tools, for example
idfromuser.

To know about URL shortening, see the article shorten URL configuration on the Pega Delivery
Network.

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Testing, packaging, and maintaining Pega Customer Service
Social Engagement
During the Delivery phase, complete the following tasks to test, package, and maintain Pega
Customer Service Social Engagement.

1. Test the component

Test Pega Customer Service Social Engagement during product integration testing. For details, see
Testing a new application.

2. Package and export the component

For information about how to package and export an application that includes Pega Customer
Service Social Engagement, see Packaging a new application.

3. Production monitoring

Production monitoring for Pega Customer Service Social Engagement includes the following tasks:

l Monitoring connectors

l Monitoring agents

l Monitoring social channels

For additional information about production maintenance and monitoring tasks for Pega
Customer Service, see Production maintenance and monitoring.

Monitoring connectors
A connector is a Pega 7 Platform programmatic component that defines and implements an interface
between a Pega 7 Platform application that is acting as a client, and an external system that is acting
as a server.

1. Log in to the Social Engagement Portal.

2. In the Dashboard list, click Configure.

3. Go to the Connectors tab, and select a social stream from the Select a social stream list.

4. Expand the Performance section and click >.

The in-progress status for the selected connector is displayed.

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Monitoring agents
An agent is an internal background process operating on the server that runs activities on a periodic
basis. Agents are both autonomous and asynchronous: the activities that they call run individually on
their own schedules, and a second activity execution can start before one started earlier completes.

1. Log in to Designer Studio.

2. Go to System > Operations > System Management Application .

3. On the PRPC system management page, in the Node list, select a node.

4. Click Agent Management > Agents.

5. In the Agents list, ensure that Process threaded documents and Auto created cases, in the
Runnable? field have the status .

Monitoring social channels

With Pega Customer Service Social Engagement, you can monitor the performance of Twitter and
Facebook social channels to ensure that you deliver quality services to your customers.

The application includes these four dashboard widgets:

l Facebook SLA compliance metrics - This dashboard widget shows you number of open
cases, number of cases that meet SLAs, and number of cases that have past goals and deadlines
on Facebook channel.

l Twitter SLA compliance metrics - This dashboard widget shows you number of open cases,
number of cases that meet SLAs, and number of cases that have past goals and deadlines on
Twitter channel.

l Manager analysis–Topic analysis - This dashboard widget shows you the topics detected in
incoming Tweets and Facebook posts and their corresponding sentiment split - positive, negative
or neutral.

l Top language volume - This dashboard widget shows you counts of Tweets and Facebook
posts in different languages.

Complete the following steps to monitor social channels:

1. Log in to the Social Engagement Portal.

2. In the Edit Dashboard layout, click Switch template.

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3. Select any template. Pega recommends CS Default template.

4. Click Add widgets.

5. Go to the Social group, select any number of widgets, and then click Add selected.

Widgets are optimized to look better in particular slot sizes. They are not designed to be
responsive in all slot sizes. Place them in slots where they render well.

6. In the Edit Dashboard layout, click Publish .

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