Simplify service for agents with new Microjourneys (8.6)
Solve your most common service incidents more efficiently and in a more intuitive way for both customers and CSRs by using Customer Service Microjourneys™ that provide thoroughly preconfigured case types.
Prescriptive, three-pillar coverage
With Microjourneys, you can use out-of-the-box personas, workflows, and data models that greatly reduce implementation time and the amount of expertise required. In most cases, Microjourneys provide both self-service and assisted scenarios. You can apply preconfigured stages and steps that cover both happy and alternate paths, often including Service-level agreements (SLAs) and internal and external notifications. Finally, you do not need to create data pages and extension points for external integrations, because every Microjourney provides them by default.
MLP1 and sophisticated implementation options
Microjourneys provide an MLP1 product so that you can typically implement them in less than two weeks. The goal is to get up and running as soon as possible, enabling support organizations to immediately get value, and then add even more automation and support for more alternate paths over time.
Microjourneys are supported by thorough documentation that covers both technical details and considerations on use cases and business value. Learn more through the following industry-specific overviews and detailed descriptions:
|Available Microjourneys||Application Name|
||Customer Service for Communications|
||Customer Service for Healthcare|
||Customer Service for Financial Services|
||Customer Service for Insurance|
Simplify service for agents with new email functionality
Pega Customer Service version 8.5 introduced the capability for agents to send outbound email to customers and keep the email interactions associated with a service case for quick and easy referencing in the future by anyone needing to work on the case. Now, Pega Customer Service version 8.6, builds on the outbound email capability by supporting multi-party email interactions. Agents can forward case-specific emails to colleagues or third parties, such as suppliers, and keep those email streams separate from the email interactions that they have with their customers. This still keeps the different email threads connected to the case for quick and easy referencing in the future by anyone working on the case, delivering faster processing and resolution. Further email usability enhancements include color coding, to clearly indicate which email is the most recent email in a conversation. For more information about the new email capabilities, see the Pega Customer Service 8.6 Release Notes.