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Microjourneys

A microjourney is a small part of the customer journey focused on accomplishing a specific goal; for example, a customer wants to change their address. In Pega Customer Service™, a microjourney maps to a service case. A microjourney supports your agents with guided interactions so your team delivers high-value work more efficiently.

With Pega Customer Service, you can use the case workflow and settings available in predefined microjourneys and service cases. When needed, you can also create a new service case using the generic service template.

Pega Customer Service ships with out-of-the-box service requests that you can modify to meet your business needs. For a complete listing of service request templates that are available with Pega Customer Service, see the Pega Customer Service case types article on the Pega Customer Service documentation site.

Each of the Pega Customer Service industry editions include microjourneys that support industry specific cases.

Financial Services

The Retail microjourneys provide a single, unified, familiar interface for customer service employees, addressing key customer service functions.

The Commercial microjourneys enable escalations and reviews, as well as investigations and approvals, making processes more convenient for users.

Review the available financial services microjourneys on the Pega Customer Service documentation site.

Healthcare

These microjourneys provide seamless workflows and a modern user experience for healthcare providers and health plan members, improving efficiency and patient satisfaction. Review the available healthcare microjourneys on the Pega Customer Service documentation site.

Insurance

These microjourneys provide a single, unified, familiar interface for customer service employees, addressing key customer service functions. Review the insurance microjourneys on the Pega Customer Service documentation site.

Communications

These microjourneys provide seamless workflows and a modern user experience for CSRs and customers, improving efficiency and customer satisfaction. Review the available communications microjourneys on the Pega Customer Service documentation site.


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