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Configuring the customer composite

In Constellation, you modify the user experience from the Interaction case type.

Recall the six functional areas of the Interaction Portal as shown in the following image.

Overview of the functional areas of the Interaction Portal

 

The areas that you update from the Interaction case are the Customer Details, the Composites, and the Utilities.

Tabs

The tabs section determines what is displayed below the customer details information in the Interaction Portal. The order of the tabs listed on the UX tab determines the order the tabs are shown in the Interaction Portal. Additionally, you can configure logic to determine when a tab should be visible to a CSR.

The Tabs are shown below the Customer Details

The content configured for the tab displays in the composites area. You can configure the tab to display tabs, properties, and other views.

The content within the tab displays in the composite area

Creating a new tab

To create a new tab on the customer composite

  1. From App Studio, click Control Panel.
  2. Click Case Types.
  3. Click Interaction.
  4. Click the UX tab.
  5. In the list of views, in the Tabs section, click + Add.
  6. Add fields, views, and widgets into the tab.
  7. Click Save.

Utilities

The Utilities area is to give CSRs one-click access to resources that can help them during an interaction. Common examples of utilities are the Pega Knowledge widget and the Customer inquiry widget. The Pega Knowledge widget displays knowledge articles that CSRs can either search for or click on articles suggested to them. The Customer inquiry widget allows agents to capture the details that are discussed with the customer during the interaction.

You configure the Utilities area from the Interaction case. In the views area there is a section for Utilities. You can add or remove Utilities from this section.

Utilities are shown in the right navigation

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