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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 ......................................................