Business conditions
Business conditions evaluate information during an interaction so that you can
provide consistent, personalized interactions to target groups, across all channels. For
example, a business condition can determine whether an account is active, whether an account
is overdue, and whether a contact is enrolled in an automatic payment plan. Pega Customer Service includes out-of-the-box business conditions for common customer
service use cases, and you can use App Studio to add new business
conditions as required. The following features use business conditions: For example, you want the IVA bot to suggest that a customer sign up for
automatic payments when these two conditions are true: The following figure shows an example of a business condition that can
identify a customer who is making a late payment and who is not currently signed up
for automatic payments: When you configure your IVR-IVA channel's proactive service, you can offer the
customer a case type that guides them through enrolling in auto-pay when this
business condition is true. A business condition can analyze data from various sources, such as the case,
account, or contact. The default data sources for business conditions vary by
application, and you can configure additional data sources. For information, see see
Adding a source for business conditions or customer verification. The following table shows the default business condition data sources for each
application: For each source, you can select the following types of conditions: Business conditions appear in alphabetical order on the Business
conditions page, and in drop-down lists. To ensure that you can
easily find and select your business conditions, use the following naming best
practices: You cannot modify the source or scope of an existing business condition. To change
those values, create a new business condition. To ensure that a deleted business condition is still available to features that use
it, deleting a business condition will hide it on the Business
conditions page and other interfaces that use business conditions,
but the deleted business condition still exists within the application. Configure the business conditions that you will use to evaluate criteria during an
interaction so that you can provide consistent, personalized responses. You can modify the
out-of-the-box business conditions and add new ones. The default value
is the Work work pool for your Pega Customer Service
application. You can configure additional work pools as sources for a business
conditions, for example, if you use different work pools for each of your lines of
business. For information, see "Adding a business condition work pool," later in this
section. If the source is Data, select the data type that
contains the criteria for your conditions. To review the default data types for
business conditions, see "Sources for business conditions" earlier in this
section. For example, if the source and scope of this business condition are
Data and Account, you can select
from other business conditions with the same source and scope. When
you select a case property, carefully consider the context where the business
condition is evaluated, and note that case property values can change during the
course of an interaction. To select a property for the specified source and scope, click
Fields and then select the property. The properties list includes only fields that have been marked as relevant for
business conditions. For information, see Showing only relevant fields for interaction features. For information, see When Condition rules. For example, if the expression is true when
conditions 1 and 2 are both true, or when condition 3 is true, enter this
expression: (1 and 2) or 3. The cySetWorkPools data transform contains the work pools that
may be selected as the scope for a business condition with a source of
Case. To make more of your work pools selectable as the scope for
a business condition, update the transform. The following figure shows a new work pool configured in the
cySetWorkPools:Features that use business conditions
Example
Sources for business conditions
Default data sources for business conditions
Application Data sources for customer verification Pega Customer Service Case, Account, Contact Pega Customer Service for Communications Case, Account, Contact Pega Customer Service for Financial Services Case, Account, Business Unit, Individuals Pega Customer Service for Healthcare Case, Member, Patient, Policy, Practitioner, Provider Pega Customer Service for Insurance Case, Contact, Policy Naming business conditions
Modifying and deleting business conditions
Configuring business conditions
Adding a work pool for business conditions
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