Pega Customer Service

Pega Customer Service

7.1.4

Implementation Planning Workbook

Pegasystems Inc., Cambridge, MA

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www.pega.com

DOCUMENT: Pega Customer Service Implementation Planning Workbook

SOFTWARE VERSION: 7.1.4

UPDATED: August 2015

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CONTENTS

Pega Customer Service planning workbook 5

Step 1: Document application contents 6

Step 2: Create the application 7

Step 3: Case type modifications 8

Step 4: Data model 9

Step 5: Application behavior 10

Interaction driver categories 10

Interaction to task mapping 11

Dialog planning 12

Coaching tips 13

Knowledge content 14

Portal search 15

Interaction goal 16

Call duration goal 17

Call verification 18

Application settings 19

Co-Browse 20

Next Best Action / Pega Marketing 21

Social settings 22

PegaCHAT 23

PegaCALL telephony settings 24

Expert Assist 25

Net promoter 26

Step 6: Application architectural components 27

Customer composite 27

Portals 28

Skinning 29

Integration 30

Security model 31

Organization structure 33

Reporting 34

Case type considerations 35

Pega Customer ServiceImplementation Planning Workbook –4

Pega Customer Service planning workbook

This workbook was designed to help you prepare for building and deploying your application and is intended to be used alongside the Planning section of the Implementation Guide. While many of the case type and process decisions will be made during your Direct Capture of Objectives (DCO) sessions, application design decisions should be planned as well. This workbook will help collect and document decisions that you make during the planning steps of the implementation.

· Document the application contents.

· Create the application.

· Define the case type modifications.

· Define the data model.

· Define application behavior.

· Define application architectural components.

Join the Pega Customer Service forum discussion on the Pega Discovery Network to get your questions answered as you start your implementation.

Pega Customer ServiceImplementation Planning Workbook –5

Step 1: Document application contents

Identify initial key differences between the Pega Customer Service application and your specific application needs. These differences will be the focus of your DCOsessions where you will develop your application specifications and requirements.

Key differences

Pega Customer ServiceImplementation Planning Workbook –6

Step 2: Create the application

New Application wizard helps you create your application quickly. You can use this sheet to plan how you are going to complete each of the fields before you run the wizard.

Application settings

Setting / Value /
Application name
Built on application / CustomerService 7.1.4
Application structure / Framework and Implementation
Organization

Business objectives

Case types

Application case types to include (or ALL) /

Data types

Application data types to include (or ALL) /

Pega Customer ServiceImplementation Planning Workbook –7

Step 3: Case type modifications

You will define case types as part of your DCOsessions. This worksheet helps you in the planning of new case types, changes to existing case types, and modifications to stages and processes.

Case type / Description / Stages /

Pega Customer ServiceImplementation Planning Workbook –8

Step 4: Data model

Use this sheet to identify which data types you want to associate with your application, source system for the data, how to connect to that source, property name and type (e.g., Text, Integer, TrueFalse).

Data type: <your data type> /
Source system: <your system of record> /
Protocol: <method of connecting; ex. SOAP> /
Property name / Source field name / Type / Size /

Pega Customer ServiceImplementation Planning Workbook –9

Step 5: Application behavior

The following worksheets will help you to plan application-specific behavior.

Interaction driver categories

Interaction type: <Call, Chat, etc.> /
Category name / Data source / Behaviors / Display conditions /

Interaction to task mapping

Interaction: <Call, Chat, etc.> /
Tasks / Category / Suggested /

Dialog planning

Work Type / Process / Flow Action / Dialog text /

Coaching tips

Work type / Process Action / Tip / User/Workgroup /

Knowledge content

Case type / Process / Process action / Content needed /

Portal search

Applies to class / CPMdata source (Y/N) /

Interaction goal

Note: Add the properties that drive the interaction goal for your application as headings to this table.

Customer value / Net promoter / Contact disposition / Return value /

Call duration goal

Note: Add the properties that drive the call duration goal for your application as headings to this table.

Contact center volume / Customer value / Net promoter / Return value /

Call verification

Method (Contact, Account, None, Other) / If Other, describe method /

Application settings

Setting / Value /

Co-Browse

Setting / Description /
Activation mode
Masking required/which fields
Customize co-browsing window UI
Custom message before connecting
Remote control enabled

Next Best Action / Pega Marketing

Suggest when / Intent Task / CS case type / PM case type /

Social settings

Setting / Description /
Accounts to monitor
Languages to support
Keywords to filter data
Use of conversation threads
Representative response options &methods

PegaCHAT

Setting / Value /
Deployment (on-premise/cloud)
Queues
Skills associated with each queue
Operators associated with each skill
Operator skill maintenance approach
Frequent sayings
Maximum concurrent conversations

PegaCALL telephony settings

Setting / Description /
Call handling
Timeout
Transfer types
Transfer reasons

Expert Assist

Process / Process action / Skill needed / Operator(s) with the skill /

Net promoter

Describe follow up case handling for passive/detractor /

Pega Customer ServiceImplementation Planning Workbook –26

Step 6: Application architectural components

The worksheets included in this section are for planning the architectural components of the application, such as user experience, security, and reporting.

Customer composite

Data element / Visible /Available /Accessible / Screen location /

Portals

Portal / Section / Modifications /

Skinning

Component / Style / Style sheet /

Integration

System of record / Data needed / Int. Exists / Protocol /

Security model

Authentication

Authentication scheme /

Authorization

Access group / Portal / Roles /

Privileges

Privilege / Roles /
CSR / Manager / SysAdmin /
Perform / x
Update / x
Reopen / x
AssignExpertSkills / x / x
PegaCS AccessExpertAssist / x / x / x
QualityReview / x / x
UpdateDialog / x / x
UpdateCampaigns / x / x
UpdateCoachingTips / x / x
UpdateHotKeys / x / x / x
UpdateHotKeysAdmin / x
UpdateNavigation / x / x / x
ViewManagerContent / x / x
AccessPegaCSAccountManagerReports / x
AccessPegaCSManagerReports / x / x
AccessPegaCSSalesManagerReports / x
PegaCSAddFavorite / x / x
PegaCSEnableLinkedIn / x / x
EnableNewsConfig / x / x

Organization structure

Organization: <your organization name> /
Division(s) / Unit(s) / Workgroup(s) /

Reporting

Report inventory

Purpose / Source / Recipient / Frequency / Key metric /

Dashboard reports

Report / Format /

Case type considerations

Class group mapping

Class name / Class group setting / Database table /

Locking behavior

Case type / Lock when / Lock timeout /

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