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Communications configuration

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The topics in this section provide information about how to configure the communications-specific capabilities included with Pega Customer Service for Communications.

Enabling the communications microjourneys

Pega Customer Service for Communications includes communications-specific microjourneys for fast, consistent implementation of frequently used industry service cases.

For information about how to enable and extend the out-of-the-box microjourneys, see the following topics:

Integrating REST connectors with your implementation application

To execute an end-to-end functionality of the service cases, configure REST connectors with the real-time integration or simulated activities provided in the application.

In the absence of a real-time integration, REST connectors are configured with simulation activities to integrate the service cases successfully. The following service cases use REST connectors to update other systems (like payment gateway, fulfillment systems).

REST connectors with respective simulation activity

Service Case REST Connector Service Name Simulation Activity Description
Change Service Location ValidateAvailability OfService SimulateAvailability OfService Checks service availability
Change Service Location

ValidateAvailability

OfAppointments

SimulateAvailability

OfAppointments

Checks for field service agents appointments availability
Change Service Location SendFulfillmentDetails FulfillmentResponse Sends fulfillment details to downstream applications
Change Service Location GetWorkOrderDetails SimulatedWork OrderDetails Gets work order details from downstream applications
Change Service Location

CheckCompatability

OfProduct

SimulateCompatable

OfOrder

Checks selected product compatibility
Create Order ValidateAvailability OfService

SimulateAvailability

OfOrder

Checks service availability
Create Order UpdateScheduledTasks SimulatedScheduledTasks Sends appointment details to downstream applications
Create Order SendFulfillmentDetails FulfillmentResponse Sends fulfillment details to downstream applications
Create Order GetWorkOrderDetails SimulatedWork OrderDetails Gets work order details from downstream applications
Create Order

CheckCompatability

OfProduct

SimulateCompatable OfOrder Checks selected product compatibility
Upgrade Device SendFulfillmentDetails CSCFulfillmentResponse Sends fulfillment details to downstream applications
Transfer Line VerifyCreditHistory CSCVerifyCredit HistoryResponse Checks Credit History of customer
Transfer Line UpdateInventoryDetails CSCBillingResponse Updates inventory details to downstream applications
Transfer Line SendBillingDetails CSCBillingResponse sends bill details to billing application
Payment Integration (CF-Work) SendPaymentDetails PaymentResponse Sends payment details to payment gateway. Used in Transfer line,Upgrade device, New Customer Acquisition Journey, and Make payment service cases.
Auto Payment Request

CSCAutoPayment

RestConnector

CSCPaymentResponse Sends payment details to payment gateway. Used in Auto-Payment service case.
Change Service

ValidateEligibilityAnd

Compatibility

SimulateEligibilityAnd

Compatibility

Checks selected product eligibility and compatibility
Change Service CPSCCreateOrder SimulateCreateOrder Sends order request to downstream applications
Change Service ChangeServiceConnector UpdateChange ServiceDetails Gets order request details from downstream applications
Add New Service

ValidateEligibilityAnd

Compatibility

SimulateEligibilityAnd

Compatibility

Checks selected product eligibility and compatibility
Add New Service CPSCCreateOrder SimulateCreateOrder Sends order request to downstream applications
Add New Service AddNewServiceConnector UpdateAddNew ServiceDetails Gets order request details from downstream applications
Cancel Service CPSCCreateOrder SimulateCreateOrder Sends order request to downstream applications
Cancel Service CancelServiceConnector UpdateCancel ServiceDetails Gets order request details from downstream applications
Get Work Order GetWorkOrderDetails MapWorkOrderDetails Gets work order details from downstreamapplications
Check Credit history VerifyCreditHistory VerifyCredit HistoryResponse Checks Credit History of customer
Submit order to fulfillment application SendFulfillmentDetails MapFulfillmentResponse Sends fulfillment details to downstream applications

Follow these steps to simulate a REST connector:

  1. In the Explorer panel, click Records.

  2. Click Integration-Connectors > Connect REST.

  3. In the Service Name column, click the filter icon, enter the REST connector service name from the REST connectors with respective simulation activity table into the Search Text field, and then click Apply.

  4. Select the REST connector service name item from the list that corresponds to the service case in the Applies To column.

    The Connect REST: Validate Eligibility And Compatibility page opens.
  5. On the Service tab, click Simulations at the bottom of the work area.

  6. Enter the Simulation Activity in the text field, and then select the Global radio button.

  7. Click Apply Changes.

  8. Repeat the steps for other service cases listed in the table.

  9. Click Save to save and update the service cases.

After you validate the service cases in your simulation environment, ensure that you update the REST Connectors in your new implementation application. For more information, see Creating a REST integration.

Defining guided troubleshooting components

Guided troubleshooting enables users to quickly access support articles related to a selected problem, and then fix the problem by responding to a series of troubleshooting questions and suggested actions.

To define your guided troubleshooting components, define problem categories and areas, and then define troubleshooting questions and actions.

For more information about configuring guided troubleshooting components, see Guided troubleshooting for Pega Customer Service for Communications.

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