Table of Contents

Configuring Pega Next-Best-Action Designer for Pega Customer Service

If you use the Pega Customer Relationship Management features to share data and service cases across the Pega Customer Service™ and Pega Marketing™ or Pega Customer Decision Hub™ applications, Pega Customer Service can display the customer's next best action in the customer composite screen, based on the customer's profile and the reason for calling. With the release of Next-Best-Action Designer version 2, to display the next best actions within Pega Customer Service, you must configure the Next best action widget which displays them.

Understanding action types in Pega Customer Service

The following next-best-action types can be displayed within Pega Customer Service:

  • Service actions - These actions correspond to service flows within Pega Customer Service. On the display, the actions appear as a green bar, as in the following figure:
    Sample service action
    "Sample service action"
    Sample service action
  • Standard actions - These actions are grouped together based on the Issue (that is, Sales) and invoke the same flow within Pega Customer Service, but display specific action data based on the selected action.
    Sample standard action
    "Sample standard action"
    Sample standard action
  • Negotiation actions – These actions are displayed individually and invoke a negotiation service flow within Pega Customer Service.
    Sample negotiation action
    "Sample negotiation action"
    Sample negotiation action

Configuring the Next best action widget

To configure the Next best action widget which displays Pega Marketing or Pega Customer Decision Hub actions in Pega Customer Service, update the MapActionForIssueAndGroup decision table.

The MapActionForIssueAndGroup decision table uses the ActionID and Action properties to control how actions are displayed within Pega Customer Service, based on their issue and group in Pega Marketing or Pega Customer Decision Hub.

  • ActionID – The value of this property needs to match an entry in the MapActionProperties decision table in the Pega Customer Service application.
  • Action – The value that the customer service representative sees in the green bar in the Next best action widget.
  1. Log in to Pega Marketing or or Pega Customer Decision Hub as an operator with access to Dev Studio.
  2. In Dev Studio, edit the MapActionForIssueAndGroup decision table.
  3. On the Results tab, expand the Additional Allowed Results section.
  4. In the CRMSamples section, review the set of default actions, as in the following table:

Result

Target property

Value

Default

 

.ActionID

.pyIssue + "action"

.Action

"Make " + .pyIssue + " action"

ServiceAction

 

.ActionID

.pyName

.Action

.pyLabel

SalesAction

 

.ActionID

TopOffers

.Action

"Makes Sales Offer"

NegotiateRetention

 

.ActionID

RetentionPeak

.Action

"Negotiate retention"

NegotiateSales

 

.ActionID

SalesNegotiator

.Action

"Negotiate sales"

  1. Make sure the ActionID matches entries in the MapActionProperties decision table in Pega Customer Service.
  2. Map your issues and groups to these allowed results by clicking on the Table tab of the MapActionsForIssueAndGroup decision table.
  3. Add a row for each of your issues and map it to the appropriate allowed results, as in the following table:

Business Issue

Business Group

Return

Sales

 

SalesAction

Service

 

ServiceAction

Negotiation

Retention

NegotiateRetention

Negotiation

Sales

NegotiateSales

Configuring actions in Pega Customer Service

After configuring the mapping in Pega Marketing or Pega Customer Decision Hub, actions should now appear in the Next best action widget in Pega Customer Service.To ensure that they appear as required and launch the correct service flow, modify the MapActionProperties decision table in Pega Customer Service.

  1. Log in to Pega Customer Service as an operator with access to Dev Studio.
  2. Open the MapActionProperties decision table.
  3. On the Table tab, review the list of entries.
    The list should contain an entry for each possible ActionID sent by Pega Marketing 
    or Pega Customer Decision Hub.
  4. Map each ActionID to an allowed result.
    This includes the following properties:
    • The service class and name of the flow that starts when a customer service representative selects the action.
    • How the action is displayed to the customer service representative.​​​​​​​

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