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Configuring action types for Self-Service Advisor

You can personalize the experience that is delivered to your customer by using Self-Service Advisor. Some examples of personalization include injecting a customer identity into the Self-Service Advisor that matches an existing contact within the organization, changing the configured channel order, and changing the channel visibility.

Action types are delivered in multiple layers as a part of the customer experience:

  • As injected actions or as suggested cases when Self-Service Advisor is launched
  • After a customer selects a category through self-service cases (Quick Actions) that depend on the case type containing customer data
  • After a category is selected or a search is performed

To configure action types, complete the following steps:

  1. Log in to the Self-Service Advisor application by using the following credentials:
    User Name: AdvisorUser
    Password: install
  2. Create a new advisor or open an existing advisor.
  3. Click the Actions tab.
  4. From the options, select when you want the Customer Decision Hub (CDH) suggestions to be loaded.
  5. Click Submit.
Identity management of authenticated users is dependent on the website and the identity management that is performed through the calling page.

Published August 24, 2017 — Updated November 27, 2017

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