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Collaborating with users by using Pulse

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Improve collaboration and conversation among users within a specific context, such as a case, by adding the Pulse collaboration gadget to your application. By sharing information in Pulse, users can work together to resolve their work more quickly.

In Pulse, users can post, view, and reply to messages, to promptly exchange information. To enrich messages, users can attach content to posts and style the text. For example, users can bold important information within the message. Ensure the best-tailored experience when using Pulse by defining default feed sources, so that users immediately see only the relevant information. By configuring a message display, you define what elements a message shows, so that users find all the vital information in the Pulse posts. For instance, you can define a message title to include a link to a case.
You can use Pulse to collaborate in end-user portals when you work on a case, update your user profile, or view your activity feed. Because Pulse is a reusable tool, you can embed it in other places in your application. For improved communication in a case context, you can configure Pulse for different case types, so that users collaborate to reach a case resolution faster. You configure Pulse for a case type directly in Case Designer.
To configure Pulse for case types, ensure that your application includes UI Kit 15 or newer.
To post and view messages in Pulse, you embed the pxFeed gadget in your application. The pxFeed gadget shows message replies, messages in cases that you follow, messages that reference users, profile messages, bookmarked messages, and application messages. Include this gadget within a section or harness in your application to view the activity feed, for example, in the dashboard of the Case Manager portal. You can use the gadget to display the feed within a specific context, such as a case, a team, or a custom context. You can also configure the Pulse gadget so that users can post messages directly to the activity feed, or to show posts from internal or external data sources, such as the following data page APIs:
D_pxPostRepliesFeed
Retrieves replies to user posts
D_pxFollowedCasesFeed
Retrieves posts to cases followed by users
D_pxMentionsFeed
Retrieves posts that reference users
D_pxProfileFeed
Retrieves posts to user profile pages
D_pxBookmarkFeed
Retrieves posts that users bookmark
D_pxPosts
Retrieves posts for a case, rule, custom, or operator context.

Examples of collaboration in Pulse

The following scenarios are examples of how you can use Pulse to increase collaboration:

  • Customer service representatives and product managers that resolve customer issues
  • Account executives that track a sales opportunity
  • Marketing personnel that discuss a campaign design
  • Financial services professionals that approve a loan or credit card request

Collaborate on cases by completing the following tasks:

  • Adding the Pulse gadget to your application

    Provide a collaboration tool for users of your application by adding the Pulse gadget to your application. By posting, viewing, and commenting on messages, users can work together to resolve cases faster.

  • Enabling users to post messages in the activity feed

    Enable users to post messages in an activity feed for a specific context. For example, a user can make release announcements in the context of an application for all the application users to see.

  • Creating feed sources for activity feeds

    Inform users about events that are relevant to them by creating feed sources for messages from internal or external data sources. After you create a feed source, you can include it in a user activity feed.

  • Adding feed sources to activity feeds

    Ensure that users can view relevant messages by adding a feed source to their activity feed. For example, you can add an external feed source, so that customer service representatives (CSRs) that work with finances can see posts about currency rates.

  • Determining default feed sources

    Ensure that users see only relevant posts by specifying which feed sources Pulse displays by default.

  • Configuring Pulse for case types

    Provide case workers, such as customer service representatives (CSRs), with a collaboration tool for open discussion of their work, by configuring Pulse. To accelerate case type development, configure Pulse directly in the case type settings.

  • Configuring display of Pulse messages

    To ensure that users see relevant information about a Pulse message, such as an icon or the profile image of the users posting and replying to messages, customize the message display.

  • Posting a message in Pulse

    Post a message in Pulse to share information, for example, the status of a case, or to ask a question in a conversation thread. By posting your message in the correct context, you control who can receive notifications, view your messages, and post replies.

  • Replying to a message in Pulse

    You can reply to a message in Pulse to continue a conversation. For example, a project manager responds to a message in which one of the developers asks for clarifications about a task in the upcoming sprint.

  • Configuring Pulse email notifications

    Inform users in real-time about updates to their Pulse conversations by sending email notifications. In Pulse, you can choose to receive emails when another user references you, likes your messages, posts on your profile, posts comments on a conversation in which you participate, or posts a comment on a case that you follow. As a result, you enhance communication and speed up case resolution.

  • Enhancing a message in Pulse

    You can change the format or content of a message before you post the message in Pulse. By controlling the presentation of your message and the information that supports it, you can communicate more effectively with other users.

  • Managing Pulse messages

    Actively manage messages in Pulse so that you can quickly find relevant conversations or attachments.

  • Creating a task in Pulse

    To manage case work that needs to be completed within a specific period of time, create a task in Pulse and assign the task to other case users or to yourself. For example, you can assign a task to yourself as a reminder to upload address documents to a Car Loans case by the end of the day.

  • Configuring Pulse feed sources for Cosmos React

    Ensure that users of your Cosmos React applications can view relevant messages by adding a feed source to their activity feed. For example, you can add an external feed source, so that customer service representatives (CSRs) that work with finances can see posts about currency rates.

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