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Pega Customer Service Reference Guide Iii Pega Customer Service 7.1.4 Version REFERENCE GUIDE © Copyright 2015 Pegasystems Inc., Cambridge, MA All rights reserved. Trademarks For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. Other brand or product names are trademarks of their respective holders. Consult the 718ThirdPartyLicense.pdf file on the installation media for information about the software delivered with the product. Notices This publication describes and/or represents products and services of Pegasystems Inc. It may contain trade secrets and proprietary information that are protected by various federal, state, and international laws, and distributed under licenses restricting their use, copying, modification, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This publication is current as of the date of publication only. Changes to the publication may be made from time to time at the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc. and must be returned to it upon request. This publication does not imply any commitment to offer or deliver the products or services described herein. This publication may include references to Pegasystems Inc. product features that have not been licensed by you or your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. services consultant. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, as well as technical inaccuracies. Pegasystems Inc. may make improvements and/or changes to the publication at any time. Any references in this publication to non-Pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use of those websites is at your own risk. Information concerning non-Pegasystems products was obtained from the suppliers of those products, their publications, or other publicly available sources. Address questions about non-Pegasystems products to the suppliers of those products. This publication may contain examples used in daily business operations that include the names of people, companies, products, and other third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental. This information is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA 02142-1209 USA Phone: (617) 374-9600 Fax: (617) 374-9620 www.pega.com Document: PegaCS Reference Guide Software Version: 7.1.4 Updated: August 2015 CONTENTS About this Document .......................................................................................... 1 Intended Audience .......................................................................................... 1 Documentation Set .......................................................................................... 1 Guide Organization ......................................................................................... 2 Chapter 1 Overview ............................................................................................. 3 Optimized Interaction Management ................................................................ 3 Smart Scripting and Guided Next-Step Processing ........................................ 3 Context-Sensitive User Interface ..................................................................... 3 “One-and-Done” Service Process Automation ................................................ 4 Multi-Channel Support ..................................................................................... 4 Mobile Access ................................................................................................. 4 Co-Browse ....................................................................................................... 4 Social Engagement ......................................................................................... 4 Intelligent Sales and Marketing Campaigns .................................................... 5 Value-Based Service Level Management ....................................................... 5 Knowledge Management ................................................................................. 5 Quality Performance Management .................................................................. 5 Real-Time Analytics and Reporting ................................................................. 5 PegaCALL™ and Customer Process Manager™ ........................................... 5 PegaCHAT and PegaCS ................................................................................. 6 Chapter 2 Existing Setup .................................................................................... 7 PegaCS System Administrator Account .......................................................... 7 Documenting Your Application ........................................................................ 8 RuleSet Hierarchy ........................................................................................... 9 Key PegaCS RuleSets .................................................................................. 10 PegaCS Application Definitions ..................................................................... 11 MyCoCA .................................................................................................. 11 PegaCS ................................................................................................... 11 PegaChannelServices ............................................................................. 11 Key PegaCS Work Classes ........................................................................... 12 Key PegaCS Data Classes ........................................................................... 13 Inheriting from PegaCS Classes ................................................................... 14 Configuring the Class Structure .............................................................. 14 Displaying the Class Structure ................................................................ 15 Configuring PegaCS Application Settings ..................................................... 16 Predefined Organizations, Divisions and Units ............................................. 18 Work Object Prefixes and Naming Conventions ........................................... 18 Pega Customer Service Reference Guide iii Work Groups and Workbaskets .................................................................... 19 Operators and Access Groups ...................................................................... 20 Access Roles and Privileges ......................................................................... 20 PegaCS User Portals .................................................................................... 21 Using PegaCS Portals after a 7.1.3 Upgrade .......................................... 21 Interaction Portal for Customer Service Representatives ........................ 22 Account Manager Portal .......................................................................... 24 PegaCS Tables in the PegaRULES Database .............................................. 25 Work tables ............................................................................................. 25 Rule and data tables ............................................................................... 25 Pega Knowledge tables ........................................................................... 26 PegaCALL tables .................................................................................... 26 Sample Database Tables for PegaCS Integration ........................................ 27 PegaCS Agents ............................................................................................. 27 Chapter 3: Modifying the PegaCS User Interface .......................................... 29 Understanding PegaCS Portals and Navigation Methods ............................. 30 PegaCS Portal Types .................................................................................... 30 Interaction Portal ..................................................................................... 30 PegaCS Mobile ....................................................................................... 31 Account Manager Portal .......................................................................... 32 Functional Comparison of PegaCS Interaction and Account Manager Portal Types ....................................................................................................... 33 Understanding PegaCS Portal Skins and Styles ..................................... 34 Extending and Customizing the PegaCS Styles...................................... 34 Configuring PegaCS Portals ......................................................................... 35 Understanding Key Portal Components ........................................................ 35 Configuring Portal Headers ........................................................................... 36 To customize the portal header controls ................................................. 36 Configuring the My Favorites Gadget ............................................................ 37 Adding a Data Source as a Favorite ......................................................
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