Suggesting a service case using Customer Decision Hub

Archived

3 Tasks

15 mins

Pega Customer Service 8.4

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Visible to: All users

Advanced Pega Customer Service 8.4 English

Scenario

You are configuring a Pega Customer Service™ application for U+ Bank. The bank wants to sign up high-value customers, those with a Customer Lifetime Value (CLV) score greater than 875, to the Private Client account, which provides wealth management services.

In this exercise, you configure the Pega Customer Service application to use the Pega Customer Decision Hub™ to suggest the Open a New Account service case as a Next Best Action.

Use the following credentials to log in to the exercise system:

Role	Username	Password
System Architect	casysadmin	rules
Customer Decision Hub Analyst	crmdecisioninganalyst	rules

Your assignment consists of the following tasks:

Task 1: Configure the Customer Decision Hub configuration in Pega Customer Service

In Pega Customer Service, add the NewAccount case to the Customer Decision Hub configuration. Update the list of service cases to include the Open a New Account case, then configure an entry for the new case on the result(s) tab by using the following information:

• Result – OpenNewAccount
• .Classname – “PegaCA-Work-NewAccount”
• .Flowname – pyStartCase
• .pyImage – “webwb/CSOfferCheckBox.svg”
• .PeekAheadEnabled – false

Task 2: Add a new action in Customer Decision Hub

In Customer Decision Hub, the Decisioning Administrator has setup the business hierarchy. Your job is to add a new action that recommends the Open New Account service case for high-value customers. Use the following information to update the Customer Decision Hub:

• Action – Open New Account
• Business Issue/Group – Service / Promotions
• Call Treatment – Platinum Account
• Engagement Policy – Customer Life Time Value > 875

Task 3: Verify your work

In Pega Customer Service, start an interaction with Sara Connor and confirm that the Open a New Account case is suggested in the Next Best Actions. Double-click the case to open it. Wrap up the interaction with Sara Connor. Start a new interaction with John Brown. Note that the Open a New Account case is not displayed for this client

Challenge Walkthrough

Detailed Tasks

1 Task 1: Configure the Customer Decision Hub configuration in Pega Customer Service

In Pega Customer Service, add the New Account case to the Customer Decision Hub (CDH) configuration to map the response from CDH to what case should load in CS.

1. Log in as operator casysadmin with password rules.
2. Click Configure > Customer Service > Customer experience > Customer Decision Hub configuration.
3. Click Update.
4. Click Save As to create a copy of the configuration that you can edit.
5. Change Add to ruleset to PegaCS-Sample.
6. Click Create and open.
7. Click the results tab, then expand Additional Allowed Results to display the service cases.
8. Scroll to the bottom of the results list and click the plus sign to add an entry for a new case type. Use the following information to configure the entry.

Note: To add a target property and value, click the plus sign under Target property.

• Result – OpenNewAccount
• .ClassName – “PegaCA-Work-NewAccount”
• .FlowName – pyStartCase
• .pyImage – “webwb/CSOfferCheckBox.svg”
• .PeekAheadEnabled – false

1. Scroll to the top and click Save.
2. On the Table tab, select the SalesNegotiation entry.
3. In the button bar, click Insert row.
4. Under ActionID, enter OpenNewAccount
5. Under Returns, enter OpenNewAccount
6. Click Save.
7. Click Check in.

2 Task 2: Add a new action in Customer Decision Hub

The Decisioning Administrator has setup the business hierarchy. Your job is to add a new action that recommends the Open New Account service case for high-value customers.

Tip: You can open the Customer Decision Hub in a second browser window so you can easily return to the Customer Service application in the next section of the lesson.

1. Log in using operator CRMDecisioningAnalyst with password rules.
2. In the left navigation pane, click Content > Actions.
3. Click Create > Action and use the following values to create your new action.
   1. Name – Open New Account
   2. Issue – Service
   3. Group - Promotions
4. Click Create and Open to create the action.
5. Click the Engagement policy tab to enter eligibility of criteria.
6. Click Add Criteria and configure eligibility where Customer Lifetime value is greater than 875.
7. Click the Treatments tab.
8. Click Add Channel > Agent assisted to select a treatment for the action.
9. Click Add to add the Platinum Account treatment.
10. Click Apply.
11. Click Save to save your action.

3 Task 4: Verify your work

In Pega Customer Service, start an interaction with Sara Connor and confirm that the Open a New Account case is suggested in the Next Best Actions. Sara Connor has a CLV of 900. Then, start an interaction with John Brown, who has a CLV of 850.

1. In App Studio, click New > Demo screen pops >Demo Pop - Connor to start an interaction, and then click Accept.
2. In the Next Best Offer section, click Open New Account to launch the service case.
3. Close the service case, click Wrap-up, and then click Submit to close the interaction.
4. Click New > Demo screen pops >Demo Pop - Brown to start an interaction, and then click Accept.

Note that the Open a New Account case is not shown as a Next Best Action for this customer.

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Available in the following mission:

• Customer Service Developer v1