Updated

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Article
Jan 9, 2019

The increase in interactions through chat and other messaging channels requires customer service representatives (CSRs) to communicate with multiple customers simultaneously. Because the client-server communication is single-threaded, it prevents the CSR from working on multiple interactions…

Article
Jan 9, 2019

Service case recents are the open service cases within an interaction or a set of queued cases. The service case recents are displayed in the driver area under the Add Task menu. In versions prior to Pega Customer Service 8.1, the open and queued cases were built by extending the Pega Platform…

Article
Jan 9, 2019

Pega implementations use third-party applications for a chat along with the Pega Customer Service application. In such scenarios, synchronizing data between applications is required to maintain proper application context. In many cases, customized and siloed APIs are used to synchronize customer…

Article
Jan 9, 2019

To ensure the delivery of prompt responses from CSRs when interacting with customers through numerous synchronous and asynchronous text channels and multiple concurrent interactions, an improved UI architecture is required. To improve performance, starting in Pega Customer Service 8.1, a new user…

Article
Jan 9, 2019

Before upgrading any Pega Customer Relationship Management applications, you must review important information about product changes for each release. Some product changes require user action before upgrading to ensure a successful upgrade. This article summarizes the important information related…

Article
Dec 14, 2018

The Pega Customer Relationship Management suite includes a PegaCRMMarketingSample.zip file that contains the sample artifacts for the integration with Pega Marketing and Pega Customer Decision Hub. The sample artifacts assume an architecture where Pega Marketing and the calling applications (Pega…

Article
Dec 14, 2018

Pega Customer Service, Pega Sales Automation, and Pega Marketing are components of the Pega Customer Relationship Management suite of applications. These applications include the following customer relationship management features: Access to the applications in a common environment and the ability…

Article
Oct 25, 2018

The installation media for the Pega Customer Relationship Management suite of applications includes sample applications, a shared application, sample access groups, sample operators, and sample integration rulesets. Sample applications Access groups Sample operators Integration rulesets Sample…

Article
Oct 25, 2018

In a Pega Customer Relationship Management configuration, a cross-reference table is required to match the keys of a contact or organization entity from multiple systems of record to a master contact or organization entity key. Pega Customer Service is the system of record for customer data, and…

Article
Oct 25, 2018

Pega Customer Service and Pega Sales Automation use their native data models for contact, organization, and other data entities. Because the data models are different in both of these applications, the synchronization of data for contact or organization entities is accomplished by using stub rules…