Configuring service case suggestions from CDH

In this demonstration, you see how to configure the Pega Customer Decision Hub™ (CDH) to suggest a service case from Pega Customer Service™ to a customer. The example for this demonstration is that U+ Bank wants to recommend a platinum account to customers who have a lifetime value of over 875. There are two parts to the configuration that you must set up: the Pega Customer Service configuration, and the Pega Customer Decision Hub configuration.

First, let's go over the Pega Customer Service configuration. Log in to Pega Customer service with a user that has access to Dev Studio. Once logged in, navigate to the Customer Service > Customer experience > Customer Decision Hub configuration.

From this landing page, you can configure the various rules needed to send a request and process the response of a CDH request. For example, if you need to map additional values that should be sent as part of the CDH request, click the Map Additional Context link. If other containers are configured as part of CDH that you wanted to access, click the Update Containers link.

For this demonstration, you need to map a new case type as an action returned by CDH. To map the case type, click Update; this opens a decision table. From this decision table, you need to do two things. First, add a new result that contains the properties of the case type, and second, add a new row in the decision table to map the ActionID from CDH to the case type. Before you can update the decision table, you first need to save a copy of it to your ruleset.

To add a new result, click on the result(s) tab of the decision table. By expanding the results lists, you can add a new option to the accepted results. The name you give your result can be anything, but the name should reflect the case type to which you are referring.

Now, you add the properties for this result. The first property to add is the class name. This property refers to the class name of the case type that you want to use. In this example, that is PegaCA-Work-NewAccount.

The next property is FlowName. With case types, the value is almost always pyStartCase, but only in instances where you have older Pega applications could this value be different.

The next property is pyImage. This property is a reference to an image that displays in the Next best action section of the Interaction Portal when this case is suggested to an agent.

The last property to configure is PeakAheadEnabled. For a case type, this value should be set to false; this property is designed for a preview if it is an offer from CDH. After configuring the properties, save your changes. This allows your new result to be an option when you configure the decision table.

Now, it's time to add a row to the decision table. Click the Table tab. Select the final row of the decision table and then click Insert row below to add a new line. The value of the ActionID column must match the Action ID that returns from CDH. The return column should map to the result you just configured. Save your changes, and you are ready to update the CDH configuration.

After completing the configuration in Pega Customer Service, it is time to set up the configuration in CDH. As a reminder, a decisioning architect should complete the CDH configuration; work with the decisioning team to receive the appropriate ActionIDs.

For this demonstration, configuration means adding a new action and set the eligibility to determine if a customer's lifetime value is greater than 875. To configure this, click Content > Actions and then click Create. First provide a name for the action. This name is the action ID to which Pega Customer Service maps a case type. You also set the business issue and group for the action.

It is now time to configure who is eligible to receive this action. Click the Engagement policy tab. Click Add criteria to define when someone is eligible for this action. In this example, check if a customer's life time value is greater than 875.

Finally, define the channels for which this action is available. Click Add channel, customer service channels are defined but the Agent Assisted treatment type. Select the treatment you want to use and click Add and then click Apply to add the treatment to your action.

Save you action. You are now ready to test your configuration.

Now that we've configured both Pega Customer Service and CDH, it's time to verify the configuration. From the Interaction Portal, launch an interaction with Sara Connor. Notice that the Next best action section suggests the OpenNewAccountAction case to Sara Connor. Now, we wrap up the interaction.

To confirm that the expression is working, run an interaction with John Brown, who does not meet our criteria. Notice that the Next best action section does not suggest the OpenNewAccountAction case to John.

That completes this demonstration on how to configure Pega Customer Decision Hub to suggest service cases in Pega Customer Service.