Implementation plan

Create a new Constellation portal tailored to your organization's specific needs and user Personas.

During the Portal configuration process, set up the user interface settings. Configure the main navigation by organizing and arranging pages to create an intuitive user experience by adding relevant Case Types to the Create menu and selecting optimal layouts for landing pages such as Dashboard or Column layouts. During this configuration phase, you also edit content views to display the most relevant information for your users and establish access control by setting up privileges for different user roles. You configure the dynamic system settings (DSS) to specify the details of your Pega application built on Constellation, which supports proper integration with the Pega environment. Throughout this step, test all portal components thoroughly to validate functionality and seamless navigation.

After you configure the Constellation Portal, you begin with configuring a specific channel for the initial implementation. You can migrate and configure other channels as you progress in the transition process. During the channel integration process, you configure various customer interaction channels including phone, email, and digital messaging through the Control Panel interface. Establish the 360-degree customer view by configuring data aggregation from multiple sources, setting up data relationships, and confirming that necessary data objects are properly linked to provide comprehensive customer interaction visibility. During this configuration, modify customer composites to display relevant information in the 360-degree view, define functional areas of the Interaction Portal, and ensure that CSRs have immediate access to previous interactions, customer preferences, and ongoing service requests across all touchpoints.

Configure the system to aggregate customer data from different systems and map data to customer profiles to create a seamless, personalized service experience that enables CSRs to deliver consistent, informed customer support. Configure the customer and account search view and customer verification, including the view, question categories, and questions.

Map your Data Model by aligning your existing data structures and entities with the Pega Common Data Model. During this step, you analyze your current data sources, identify the relevant entities, and create mappings that define how your external data corresponds to the fields and Data Objects in the Pega Common Application. This process ensures data integrity and consistency during integrating.

You accomplish this mapping by using Data Transforms to handle the conversion logic, configuring Data Pages for data access, and using the visual data mapper to facilitate mapping request and response data between your external systems and the Pega application. Drag and drop data elements in the visual mapper to establish relationships. This step is crucial for enabling your Pega application to effectively use the data it needs to operate and deliver business value.

The main benefit of using Pega Process Fabric Hub for coexistence is to support using your existing Customer Service UI Kit Cases in the new Customer Service application built on Constellation. You can focus on configuring the new Portal and interaction Views while deferring modernization of existing Case.

Register your Pega Customer Service applications in Pega Process Fabric Hub to support seamless communication and data integration while providing a consolidated view of Assignments and Tasks across your organization. During the workflow management setup, you configure the necessary workflows to properly route assignments and tasks between applications. You establish application integration by connecting Pega Process Fabric Hub and your applications, which enables data fetching for Assignments and operators from registered systems.

During the assignment routing configuration, you define Rules for how Tasks are distributed among users and Work Queues to provide an optimal workload distribution. Set up Work Queues in Pega Process Fabric Hub to manage Task flow, and prioritize work items in the Pega Process Fabric Hub environment. The combined local and remote Cases for registered applications are displayed in Customer Service Constellation Worklists, Workbaskets, and recent Cases.

Establish the primary communication pathways through which customers interact with your service organization.

Configure digital messaging channels by using the Digital Messaging Manager. Set up various messaging platforms such as Web Messaging, Apple Messages for Business, and Facebook Messenger to to support customer preferences.

During the service request routing setup, Configure chat queues and establish intelligent routing conditions to direct customer requests to appropriate representatives based on context and expertise. Create pre-chat questions to gather essential context data for routing decisions.

During the communication pathway establishment, integrate the remote application built on Constellation with local Theme UI-Kit applications. Set up authentication protocols and ensure the same operator is configured in both applications to support seamless communication.

You configure the technical components by ensuring that Pega Process Fabric Hub is properly installed and configured to support integration between Constellation and UI-Kit applications. During this process, you can create web mashup Channels and register both applications in Pega Process Fabric Hub to enable coexistence and data sharing features that support comprehensive customer service delivery.

You address the human-centered aspects of the migration by implementing comprehensive change management and user adoption strategies.

Establish a governance framework to manage the transition effectively. Define clear roles and responsibilities, set specific objectives, and align business and IT teams to maximize user adoption and positive reception of new working methods.

During the training materials development phase, create comprehensive educational resources, including user manuals, quick reference guides, and video tutorials tailored to different user roles to ensure relevance and effectiveness for each audience.

Implement user adoption strategies by involving users early in the transition process, gathering continuous feedback, and making adjustments based on their input to improve the overall experience.

During the technical preparation phase, ensure the technical environment is ready by configuring application settings, verifying system compatibility, and preparing necessary infrastructure components.

Involve technical users in modifying Configuration Sets and setting up DSS elements to meet specific business requirements. Throughout this step, you conduct workshops and hands-on training sessions to help users become comfortable with the new system, establish ongoing support mechanisms, including help desk services and regular check-ins, and implement refresher training sessions. Collect feedback to identify improvement areas and address any challenges that users encounter during the transition period.