Configuring suggestions in Pega Customer Service for Communications 7.22
Pega Customer Service for Communications provides suggestions to Customer Service Representatives (CSRs) either as recommended actions for resolving a customer-related issue based on a customer's response to a specific question or at the end of troubleshooting steps.
To configure suggested actions, complete the following steps.
- Log in to Designer Studio.
- In the Explorer panel, click App and then select the PegaComm-FW-CF-Work-GuidedTroubleshooting class.
- Click Decision > Decision Table > Set Suggestions.
The Decision Table displays available suggestion sets for troubleshooting steps. - To add a new suggestion, complete the following tasks.
- On the Tables tab, click the Insert Row icon in the toolbar.
- In the Conditions row, enter the Problem title, Question ID, and Answer Value.
- In the Actions column, select the return value from the list.
- If the return value that you need is not listed in the Actions column, add a return value by completing the following steps.
- Open the Results tab and expand Additional Allowed Results.
- Click the Add icon.
- In the Result field, enter the return value title.
- To add the Target property and the Value, click the Add icon.
- In the Target property field, select the existing suggestions or suggested actions list.
- In the Value field, select the target property value from the list or click the Build an expression icon to create an expression.
- To save the expression, click Submit.
- Click Save.
The following example displays how to write the target property and value expression.
- Target property –
.ListOfSuggestions(<APPEND>).SuggestedActions or .SuggestedActions
- Value –
@getLocalizedText(Airplanemode,pyCaption,tools