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.
Features that use business conditions
The following features use business conditions:
- Customer composite
- Business conditions determine which customer composite tabs appear during an interaction.
- Customer verification
- Business conditions determine which customer verification questions to ask at the start of an interaction or service request.
- Personalized service for the IVR-IVA channel
- Business conditions determine how the IVA bot responds to a customer's incoming call.
For example, you want the IVA bot to suggest that a customer sign up for automatic payments when these two conditions are true:
- The customer is making a payment after the due date.
- The customer is not currently signed up for automatic payments.
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.
Sources for business conditions
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:
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|
For each source, you can select the following types of conditions:
- Other business conditions that apply to that source
- Fields for that source
- When conditions (also known as When rules) for that source. *This is not the recommended source, and should be used only when other options cannot be used.
Naming business 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:
- For a business condition used by more than one feature, include the scope name at the start of the business condition name, for example, Account.
- For a business condition used by one feature only, include a prefix that identifies the feature at the start of the business condition name, for example, IVR.
- Make sure the business condition name describes the purpose of the condition, for example, Account is active.
Modifying and deleting business conditions
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.
Configuring business conditions
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.
In the navigation pane of App Studio, click.
Click Add condition.
In the Source list, select the source for the information that you want this business condition to evaluate.
- For conditions based on multiple sources and scopes, or based on the current case, select Case.
- For conditions based on a single data object, select Data.
In the Scope list, filter the source further:
- If the source is Case, select the work pool that contains
the criteria for your conditions and the cases that can be offered.
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.To configure additional data types for use in business conditions, see Adding a source for business conditions or customer verification.
- If the source is Case, select the work pool that contains the criteria for your conditions and the cases that can be offered.
In the Name field, enter a label that uniquely identifies this business condition.Business conditions appear in alphabetical order, so plan your naming schema to reflect the source, scope, and purpose of the business condition. For information, see "Naming business conditions," earlier in this section.
In the Description field, enter more details about the purpose of the business condition.The description is useful in contexts where both the description and name are visible.
In the condition builder section of the page, configure the data to evaluate for this business condition:
If the source is Case, select one of the following:
- To select from all properties that are associated with the case, including properties in the account and contact data models, select Current.
- To select from properties for the account data model, select .Account
- To select from properties for the contact data model, select .Contact.
- If additional sources have been configured for business conditions, you can also select that data model.
In the Select field, choose the criteria:
- To select an existing business condition with the same source and scope, click
Business condition and then select the business
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.
- To select a case property for Case sources, click
Case configurations and then select the property.
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.
- To select a When rule that applies to the same source and scope as this business
condition, click When condition and then select the When
rule. When condition rules can only be modified in Dev Studio and are therefore not the recommended source for business conditions. Only use a When rule if another source cannot be used.
For information, see When Condition rules.
- To select an existing business condition with the same source and scope, click Business condition and then select the business condition.
If you select Business condition or When condition, to view the details of your choice, click the Preview this condition icon .
In the operator field, select how to evaluate the criteria.is equal toThe list of operators varies by criteria.
For criteria that require a value (for example, a field), enter a value or click the Select values icon , and then select one of the predefined values for this field (for example, yes or no) or another field.Only use the Select values window for fields with predefined values.
To define an additional condition, click the Add a row icon, and then repeat the previous steps.
If you define more than one condition, select a value in the Select grouping for conditions list to evaluate the conditions:
- To require all conditions to evaluate to true, select Group ANDs.
- To require only one condition to evaluate to true, select Group ORs.
- To enter a custom expression, select Use advanced logic,
and then enter the logic.
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.
Click Submit, and then click Save.
Adding a work pool for business conditions
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.
In the header of Dev Studio, search for and open the cySetWorkPools data transform.
Click the Add a row icon.
In the Action column, select Append and map to.A child row is created.
In the parent row, change the Target to .czWorkPools.
In the child row, select .pyClassName as the Target.
In the Source column, enter the work group class name in quotation marks, for example, "PegaCA-Work-Service-Brokerage".
Define a label for the source.The label identifies the work pool in lists on the Business conditions page.
Click the Add a row icon to add a child row.
Select .pyLabel as the Target.
In the Source column, enter the label in quotation marks, for example, "Brokerage".
The following figure shows a new work pool configured in the cySetWorkPools:
Follow the steps in "Configuring business conditions," earlier in this section, to verify that the new work pool appears for selection on the Business conditions page.