Case type transition strategy
Determining the appropriate Constellation transition path requires careful assessment of an organization's current state and objectives. Qualification criteria are based on three primary scenarios:
- Organizations with existing Traditional Cases (UI Kit or Theme Cosmos) who want to build a new Customer Service application need a coexistence strategy to use existing assets.
- Organizations wanting to build new Case Types in Constellation while maintaining Traditional UI for current users require a specialized coexistence approach.
- Organizations planning to transition to Constellation should determine if they require an incremental or staggered approach that requires coexistence between their existing applications and the new Customer Service Constellation application. Small contact centers with a few service cases generally do not require coexistence.
Each scenario demands specific technical functionalities and implementation approaches, with version compatibility, Data Model considerations, and Channel support requirements further influencing the qualification assessment. Specialist support is beneficial for all migration scenarios except new implementations to ensure the appropriate strategy is identified based on thorough discovery.
Using existing Traditional Cases in a New CS Constellation Application
In this scenario, an organization with existing Traditional UI Kit Cases plans to build a new Customer Service application on Constellation. The strategy involves effectively incorporating these existing Case Types into the new application while ensuring seamless functionality and user experience. This approach allows the organization to preserve their investment in previously developed Case Types while building out their interaction Views, for example, the customer composite, as well as customer search and verification.
Recommended Approach:
- Implement Pega Customer Service – Constellation
- Implement Pega Process Fabric Hub™ to support Traditional to Constellation coexistence
- Use Pega GenAI Blueprint to create new or more quickly modernize your existing service cases
Coexistence Option:
- Pega Process Fabric Hub
Important Consideration:
- You must upgrade to the latest release and have all applications on the stack on the same version.
- If you require support for processing any new Customer Service Constellation cases in their existing Customer Service UI-KIT application during the transition, use the Customer Service Coexistence (non-Process Fabric Hub) solution.
Building New Case Types Using Constellation While CSRs Continue to Work on Traditional UI
This scenario addresses organizations where agents are currently using Traditional UI but want to start using Constellation architecture for new development. This allows the organization to maintain the existing Traditional UI for current users while simultaneously building new Case Types with Constellation's advanced features.
Recommended Approach:
- Specialist support advised to identify the appropriate coexistence option.
- Implement Constellation to Traditional coexistence (non-Pega Process Fabric Hub Customer Service Coexistence solution)
- Use Pega Customer Service – Constellation.
- Implement Coexistence.
- Use Pega GenAI Blueprint to create new or more quickly modernize your existing service cases.
Coexistence Options:
- Pega Process Fabric Hub for Customer Service release 25.1 or later.
Modernizing an Existing UI Kit CS Application to Constellation
In this scenario, an organization has an existing UI Kit Customer Service application and is looking to upgrade to Constellation architecture. This strategic modernization path helps organizations evolve their customer service capabilities while managing the technical challenges of architectural transformation.
Depending on the profile and characteristics of your organization, consider implementing coexistence in the transition strategy:
|
Transitioning without Coexistence |
Transitioning with Coexistence |
|
Applicable to organizations with small or medium-sized groups of agents. |
Applicable to organizations with a large number of agents (for example, more than one thousand) including both front and back-office agents. |
|
A few Service Cases. |
Many Service cases, Customizations and integrations. |
|
Plans to transition directly to Customer Service Constellation, replacing their Traditional UI app quickly. |
Deep investment in Pega Customer Service. |
|
Prefers to mitigate risk by adopting an incremental transition strategy. |
Recommended Approach:
- Implement Customer Service on Constellation.
- Begin building out the interaction view focusing on the customer composites, customer search and customer verification.
- Use the Pega Process Fabric Hub coexistence solution to process existing Customer Service UI-Kit cases in the new Constellation application.
- Determine the Data Model integration strategy.
Before you begin modernizing service cases, your new Constellation application must have a well-designed customer composite that ensures CSRs have all the data they need to perform their day-to-day activities, as well as a properly configured customer search and customer verification.
Transition iterations
Any transition effort requires several iterations to reach a complete state. In the initial iteration, build out your interaction View, configuring your customer composites and customer search and verification flows. Optionally, start building new service cases in Constellation using Pega GenAI Blueprint while making use of existing Case Types from the Customer Service UI KIT application through Pega Process Fabric Hub coexistence. In following iterations, modernize the existing cases from UI KIT and use the modernized service case alongside the new service cases that you built in Constellation. Finally, when all Case Types used by your organization, both modernized and newly built, are on the Customer Service Constellation application, you have reached the final iteration of your transition effort.
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