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Pega Customer Process Manager™

User Guide



Copyright 2006

Pegasystems Inc., Cambridge, MA All rights reserved.

This document describes products and services of Pegasystems Inc. It may contain trade secrets and

proprietary information. The document and product are protected by copyright and distributed under

licenses restricting their use, copying distribution, or transmittal in any form without prior written

authorization of Pegasystems Inc.

This document is current as of the date of publication only. Changes in the document may be made

from time to time at the discretion of Pegasystems. This document remains the property of

Pegasystems and must be returned to it upon request. This document does not imply any commitment

to offer or deliver the products or services described.

This document may include references to Pegasystems product features that have not been licensed by

your company. If you have questions about whether a particular capability is included in your

installation, please consult your Pegasystems service consultant.

For Pegasystems trademarks and registered trademarks, all rights reserved. Other brand or product

names are trademarks of their respective holders.

Although Pegasystems Inc. strives for accuracy in its publications, any publication may containinaccuracies or typographical errors. This document or Help System could contain technical

inaccuracies or typographical errors. Changes are periodically added to the information herein.

Pegasystems Inc. may make improvements and/or changes in the information described herein at any

time.

This document is the property of:

Pegasystems Inc.

101 Main Street

Cambridge, MA 02142-1590

Phone: (617) 374-9600

Fax: (617) 374-9620

www.pega.com

Pega Customer Process Manager

Document: User Guide

Software Version 5.1

Updated: August 2006

Order #: @DPCPMUser05



Contents

Before You Begin ..................................................................................................................1-1

Who Should Read This Document ...................................................................................1-2

Benefits of Pega Customer Process Manager .................................................................1-3 Optimized Interaction Management ..........................................................................1-3

Smart Scripting and Guided Next-Step Processing ..................................................1-3

Context-Sensitive User Interface...............................................................................1-3

“One-and-Done” Service Process Automation ........... ........... ........... .......... ........... ....1-4

Multi-Channel Support ..............................................................................................1-4

Intelligent Sales and Marketing Campaigns ........... ........... ........... .......... ........... ........1-4

Value-Based Service Level Management .................................................................1-5

Real-Time Analytics and Reporting...........................................................................1-5

Structure of This Document..............................................................................................1-6

Pega Customer Process Manager Documentation Set....................................................1-7 Other Informational Resources .................................................................................1-7

Getting Started.......................................................................................................................2-1

Understanding These Terms............................................................................................2-2

Accessing Pega Customer Process Manager ........... ........... ........... ........... .......... ........... .2-3

Logging On................................................................................................................2-3

Changing Your Password .........................................................................................2-5

Logging Off................................................................................................................2-6

Portal Views .....................................................................................................................2-7

Home Base ...............................................................................................................2-7

Interaction Manager (Initiate Work).........................................................................2-10

Interaction Manager (In Process) ............................................................................2-12

Understanding Icons and Controls in the User Interface................................................2-15

Working with Other Windows ..................................................................................2-15

Common Icons and Controls...................................................................................2-15

Entering Data ..........................................................................................................2-17

Responding to Errors ..............................................................................................2-19

Working with Pega Customer Process Manager ................................................................3-1

Conducting Live Customer Interactions ....................................................................3-2

Identifying and Verifying the Customer .....................................................................3-2

Search for a Customer ..............................................................................................3-3



iv Contents

Verify the Customer ..................................................................................................3-5

Processing Service Requests ...................................................................................3-6

Queuing Processes...................................................................................................3-7

Launching Business Processes ................................................................................3-8

Executing Processes.................................................................................................3-9 Standard Business Processes ................................................................................3-10

Accessing Customer Information ...... .......... ........... ........... .......... ........... ........... ......3-13

Account Composite Gadget .......... ........... ........... .......... ........... ........... ........... .........3-14

Contact Composite Gadget.....................................................................................3-17

Account Owner Composite Gadget ........... ........... ........... ........... ........... .......... ........3-19

Business Unit Composite Gadget ...........................................................................3-21

Ending the Interaction .............................................................................................3-23

Using CTI Functions.......................................................................................................3-24

CTI Login and Availability........................................................................................3-24

Screen Pops............................................................................................................3-26

When You Are on a Call..........................................................................................3-27 Making a Call ..........................................................................................................3-27

Conducting Non-Live Customer Interactions..................................................................3-28

Creating Non-Live Customer Interaction Cases......................................................3-28

Selecting a Non-Live Interaction Case to Work On.................................................3-31

Identifying the Customer and Processing Service Requests...................................3-32

Completing Non-Live Customer Interactions...........................................................3-34

Processing Service Requests Post-Interaction ..............................................................3-35

Finding Service Cases ............................................................................................3-35

Researching and Completing Service Request Cases............................................3-38

Using Reference Utilities ................................................................................................3-43 Using Supervisory Functions..........................................................................................3-45

Modifying Dialog Scripts..........................................................................................3-45

Reassigning Work...................................................................................................3-46

Conducting Quality Reviews ...................................................................................3-47

Reviewing Customer Satisfaction Surveys..............................................................3-52

Using Sales and Marketing Functions............................................................................3-54

Campaign Management..........................................................................................3-54

Territory Management.............................................................................................3-63

Opportunity Processing...........................................................................................3-69



Contents v

Understanding Customer Process Manager Business Processing..................................4-1

Changing an Account Address.........................................................................................4-5

Change Address .......................................................................................................4-5

Change Additional Addresses...................................................................................4-6

Confirmation of Account Address Change ................................................................4-7 Account Address Change Flow Diagram ....... .......... ........... ........... .......... ........... ......4-8

Adding a Business Unit .......... ........... ........... .......... ........... ........... ........... .......... ........... ....4-9

Add New Business Unit.......... .......... ........... ........... ........... ........... ........... .......... ........4-9

Add Primary Communication.............. ........... .......... ........... ........... ........... ........... ....4-11

Add Additional Details ........... ........... ........... ........... ........... .......... ........... ........... ......4-12

Add Business Unit Flow Diagram.......... ........... .......... ........... ........... ........... ........... .4-14

Adding a Contact.......... ........... ........... .......... ........... ........... .......... ........... ........... .......... ..4-15

New Contact............................................................................................................4-15

Enter Contact Communication Options...................................................................4-16

Enter Primary Contact Addresses...........................................................................4-17 Enter Additional Contact Addresses........................................................................4-18

Add Contact Flow Diagram ........... ........... ........... ........... .......... ........... ........... .........4-19

Closing an Account ........................................................................................................4-20

Select Reason.........................................................................................................4-21

Process Offer ..........................................................................................................4-22

Accept Offer ........... .......... ........... ........... .......... ........... ........... .......... ........... ........... .4-23

Confirmation of Offer Presentation..........................................................................4-24

Reject Offer.............................................................................................................4-25

Confirmation of Close Account................................................................................4-26

Close Account Flow Diagram..................................................................................4-27

Communicating a Message............................................................................................4-28 Communicate Message ..........................................................................................4-28

Communicate Message Flow Diagram ...................................................................4-29

Entering Complaints or Compliments.............................................................................4-30

Complaint or Compliment........................................................................................4-31

Process Offer ..........................................................................................................4-32

Accept Offer ........... .......... ........... ........... .......... ........... ........... .......... ........... ........... .4-33

Confirmation of Offer Presentation..........................................................................4-34

Confirmation of Complaint or Compliment ..............................................................4-35

Complaint/Compliment Flow Diagram.....................................................................4-36



vi Contents

Diagnosing Issues..........................................................................................................4-37

Diagnose Issue .......................................................................................................4-37

Confirm Knowledge Topic .......................................................................................4-38

Diagnose Issue Flow Diagram ................................................................................4-40

Using Frequently Asked Questions ................................................................................4-41 Browse or Search Topics........................................................................................4-41

Confirm Knowledge Topic .......................................................................................4-42

Frequently Asked Questions Flow Diagram ........... .......... ........... ........... ........... ......4-44

Wrap-Up Knowledge Process Flow Diagram .......... ........... ........... ........... ........... ....4-45

Creating a General Service Item....................................................................................4-46

Enter Request Details .............................................................................................4-46

General Service Case Flow Diagram......................................................................4-48

Sending Material ............................................................................................................4-49

Select Material ........................................................................................................4-49

Select Distribution Method ......................................................................................4-50

Confirmation of Materials Fulfillment.......................................................................4-51 Request Material Fulfillment Flow Diagram.............................................................4-52

Resolve Material Fulfillment Flow Diagram ........... .......... ........... ........... ........... .......4-53

Modifying Account Links.................................................................................................4-54

Search for Accounts to Link ....................................................................................4-54

Link a New Account to a Contact ............................................................................4-55

Verify – Link a New Account ...................................................................................4-56

Unlink an Account ...................................................................................................4-57

Modify Account Links Flow Diagram .......................................................................4-58

Modifying Business Unit Links........................................................................................4-59

Search for Business Units to Link ...........................................................................4-59 Link a New Business Unit to a Contact ...................................................................4-60

Verify – Link a New Business Unit ..........................................................................4-61

Modify Business Unit Links Flow Diagram .......... .......... ........... ........... .......... ..........4-62

Modifying Contact Links .................................................................................................4-63

Search for Contacts to Link.....................................................................................4-63

Link a New Contact.................................................................................................4-64

Verify – Link a New Contact....................................................................................4-65

Unlink a Contact......................................................................................................4-66

Modify Contact Links Flow Diagram........................................................................4-67

Opening a New Account.................................................................................................4-68



Contents vii

Choose a Product ...................................................................................................4-68

Enter Account Details..............................................................................................4-69

Confirmation of New Account Application ........... ........... ........... ........... ........... ........4-70

Open New Account Flow Diagram ..........................................................................4-71

Account Application Flow Diagram.............. .......... ........... ........... ........... ........... ......4-72 Entering a Sales Opportunity .........................................................................................4-73

Enter Opportunity Details ........................................................................................4-73

Confirmation of Opportunity ....................................................................................4-74

Next Actions............................................................................................................4-76

Attach a Note ........ .......... ........... .......... ........... ........... .......... ........... .......... ........... ...4-77

Resolve Opportunity................................................................................................4-78

Opportunity Flow Diagram.......................................................................................4-80

Overriding a Default SLA................................................................................................4-81

Override SLA...........................................................................................................4-81

Override SLA Flow Diagram....................................................................................4-83

Adding a Contact using Quick Add Contact .... .......... ........... ........... .......... ........... ..........4-84 Quick Add Contact ..................................................................................................4-84

Quick Add Contact Flow Diagram ...........................................................................4-86

Scheduling Activities ......................................................................................................4-87

Schedule Appointment ............................................................................................4-87

Confirmation of Scheduled Activity..........................................................................4-88

Schedule Activity Flow Diagram..............................................................................4-89

Sending Correspondence...............................................................................................4-90

Create Correspondence..........................................................................................4-90

Send Correspondence Flow Diagram .....................................................................4-94

Sending Statement Copies.............................................................................................4-95 Select Statement.....................................................................................................4-95

Statement Photocopy Details ..................................................................................4-96

Confirmation of Statement Copy Request...............................................................4-97

Statement Copy Flow Diagram ...............................................................................4-98

Presenting a Suggested Item.........................................................................................4-99

Complete Review ....................................................................................................4-99

Review Item Flow Diagram ...................................................................................4-101

Presenting a Suggested Offer ......................................................................................4-102

Process Offer ........................................................................................................4-102

Accept Offer .......... ........... ........... .......... ........... ........... .......... ........... ........... ..........4-103



viii Contents

Reject Offer...........................................................................................................4-104

More Information ...................................................................................................4-105

Confirmation of Offer Presentation........................................................................4-107

Suggested Offers Flow Diagram ...........................................................................4-108

Handle Opportunity Flow Diagram ........................................................................4-109 Get Offers Flow Diagram.......................................................................................4-110

Processing a Transaction Dispute................................................................................4-111

Start Dispute .........................................................................................................4-111

Select Dispute Reason..........................................................................................4-112

Confirmation of Transaction Dispute.....................................................................4-113

Transaction Dispute Flow Diagram .......................................................................4-114

Updating Business Unit Details ....................................................................................4-115

Change Business Details ......................................................................................4-115

Update Business Details Flow Diagram................................................................4-116

Updating Business Unit Address..................................................................................4-117

Change Address ...................................................................................................4-117 Update Business Address Flow Diagram..............................................................4-119

Updating Business Unit Communication Details .......... ........... ........... ........... ........... ....4-120

Change Business Communication Details ............................................................4-120

Update Business Communication Flow Diagram ........... ........... ........... ........... ......4-122

Updating a Contact Address ........................................................................................4-123

Change Address ...................................................................................................4-123

Change Related Account Addresses ....................................................................4-124

Update Contact Address Flow Diagram................................................................4-126

Updating Contact Communication Options ..................................................................4-127

Update Contact Communication Options..............................................................4-127 Update Contact Communication Options Flow Diagram.......................................4-129

Updating a Contact Name and Profile..........................................................................4-130

Update Contact Name...........................................................................................4-130

Update Contact Name and Profile Flow Diagram .................................................4-131

Report ing ...............................................................................................................................5-1

Reporting Gadgets ...........................................................................................................5-2

Reporting Dashboard Gadget ...................................................................................5-2

Reports......................................................................................................................5-3

Drill-Down Reporting Capabilities.....................................................................................5-5

Frequently Used Reports .................................................................................................5-7



Contents ix

Ad Hoc Reporting Capabilities ..... ........... ........... ........... .......... ........... ........... ........... ......5-11

Creating a Custom Report ......................................................................................5-11

Step 1: Selecting the View ......................................................................................5-12

Step 2: Selecting the Data Source ..........................................................................5-13

Step 3: Defining the Report Criteria ........................................................................5-14 Step 4: Defining Display Groups .............................................................................5-15

Step 5: Defining the Field Functions .......................................................................5-16

Step 6: Defining Drilldown Capabilities ...................................................................5-17

Step 7: Charting the Data........................................................................................5-18

Step 8: Previewing the Report.................................................................................5-19

Sample Visio Workflows ......................................................................................................A-1

Flow Design Shapes .......................................................................................................A-5

CAInteraction...................................................................................................................A-7

AppContactSearch .......... ........... ........... .......... ........... ........... ........... .......... ........... .......... A-8

AppContactSearchCTI ........ .......... ........... ........... .......... ........... ........... .......... ........... ....... A-9

AppGetAccount .......... ........... .......... ........... .......... ........... .......... ........... .......... ........... .... A-10

AppGetAccountDetails ........... .......... ........... ........... .......... ........... ........... .......... ........... .. A-11

AppGetContact.......... .......... ........... ........... .......... ........... ........... .......... ........... ........... .... A-12

AppGetBusinessUnit .......... ........... ........... .......... ........... ........... .......... ........... ........... ..... A-13

AppGetWorkItem.......... .......... ........... .......... ........... .......... ........... .......... ........... .......... ... A-14

AppVerifyContact ......... .......... ........... ........... .......... ........... ........... .......... ........... ........... . A-15

AppVerifyAccount .......... ........... .......... ........... ........... ........... .......... ........... ........... .......... A-16

CACommMessage ........................................................................................................A-17

CAGetOffers.................................................................................................................. A-18

CAInteractionDriver.......................................................................................................A-19

CAReviewServiceItems.................................................................................................A-20 CASetOverrideSLA .......................................................................................................A-21

CAWrapUp .................................................................................................................... A-22

CAAddressChange........................................................................................................A-23

CACloseOrRetainAccount............................................................................................. A-24

CAComplaintOrCompliment ..........................................................................................A-25

CASendCorrespondence ..............................................................................................A-26

CADisputeTransaction .................................................................................................. A-27

CAGeneralService.........................................................................................................A-28

CARequestMaterialsFulfillment ..................................................................................... A-29

CAResolveMaterialsFulfillment......................................................................................A-30



x Contents

CAStartNewAccount...................................................................................................... A-31

CANewAccountApplication............................................................................................A-32

CAGetPresentOffer .......................................................................................................A-33

CAFulfillOffer ................................................................................................................. A-34

CAHandleOpportunity ................................................................................................... A-35 CAOpportunity............................................................................................................... A-36

CAStatementCopy......................................................................................................... A-37

CAUpdateLink ............................................................................................................... A-38

CAGenerateSurveyEmail .............................................................................................. A-39

CASatisfactionSurvey....................................................................................................A-40

CASampleDiagnostic .................................................................................................... A-41

CASampleFAQ..............................................................................................................A-42

CAWrapUpKnowledgeProcess ..................................................................................... A-43

CAAcctContactLinks......................................................................................................A-44

CABUContactLinks........................................................................................................A-45

CAContactAcctLinks......................................................................................................A-46 CAContactBULinks........................................................................................................A-47

CAOwnerAcctLinks .......................................................................................................A-48

CAOwnerBULinks .........................................................................................................A-49

CAAddBusinessUnit ......................................................................................................A-50

CAUpdateBusinessAddress ..........................................................................................A-51

CAUpdateBusinessCommunication ..............................................................................A-52

CAUpdateBusinessDetails ............................................................................................A-53

AppAddContact ........... ........... .......... ........... ........... .......... ........... ........... ........... .......... .. A-54

CAContactQuickAdd ..................................................................................................... A-55

CAUpdateContactAddress ............................................................................................A-56 CAUpdateContactCommOption .................................................................................... A-57

CAUpdateContactName................................................................................................A-58

Portal Layouts ......................................................................................................................B-1

Customer Service Representative (CSR)........................................................................ B-2

Customer Service Manager.............................................................................................B-3

Sales Representative ...................................................................................................... B-4

Sales Manager ................................................................................................................ B-5

Contacting Pegasystems.....................................................................................................C-1

Customer Support ...........................................................................................................C-2



Contents xi

Education Services..........................................................................................................C-2

Documentation Feedback ...............................................................................................C-3

Office Locations...............................................................................................................C-4

Index ....................................................................................................................................... I-1



Chapter 1

Before You Begin

Pega Customer Process Manager™ is a process-oriented contact center application

for managing and automating customer service across multiple customer touch

points. This book describes how to use Pega Customer Process Manager to process

customer service inquires and requests from initiation through resolution.

Key features of Pega Customer Process Manager include:

■ Optimized interaction management capabilities

■ Smart scripting and guided next-step processing

■ A browser-based, context-sensitive user interface

■ “One-and-done” service process automation

■ Integrated support for telephone, e-mail, and Web-based channels

■ Intelligent sales and marketing campaign management

■ Value-based service level management

■ Real-time analytics and reporting

■ Business rules engine architecture



1-2 Pega Customer Process Manager User Guide — Before You Begin

Who Should Read This Document

This book addresses users who perform any of the following roles:

■ Customer service representatives (CSRs) responsible for handling customer

calls, inbound correspondence, and front-office research and fulfillment tasks.

■ Contact center supervisors and managers responsible for ensuring service

availability and quality.

■ Marketing personnel responsible for establishing and monitoring cross-sell and

retention campaigns executed by the contact center.

■ Sales representatives and sales managers who work with the contact center to

follow up on leads and to close opportunities.

■ Account managers needing access to customer interaction and service item

information.



Before You Begin — Benefits of Pega Customer Process Manager 1-3

Benefits of Pega Customer Process Manager

Pega Customer Process Manager helps reduce service costs and improve customer

satisfaction through a process-driven approach that helps to resolve customer issues

quickly at the point-of-contact. With Pega Customer Process Manager, your

company has new capabilities to:

■ Improve service effectiveness

■ Increase operational productivity

■ Increase customer retention and cross-sell revenue

■ Reduce training time

■ Ensure an optimal customer service experience

Optimized Interaction ManagementThe Pega Customer Process Manager Interaction Driver helps optimize every

customer interaction. Its built-in intelligence automatically queues business

processes based on your company policies as well as on anticipated customer

requests. As a result, you can act on service requests before your customers even

ask — reducing your call-back frequency and increasing first-call resolution rate.

Smart Scripting and Guided Next-Step Processing

With Pega Customer Process Manager, smart scripting and next-step workflow guide

you through every customer interaction — reducing training time and ensuring

service consistency. Comprehensive dialog management facilities enable you to

create dynamic scripts that are personalized for the customer within the context of

the interaction.

Context-Sensitive User Interface

Pega Customer Process Manager employs an Internet Explorer-based user interface

that dynamically presents information when and where you need it. By presenting

information that is both relevant to the customer and to the task you are performing,




Pega Customer Process Manager gives you the smart way to handle customer

interactions. The browser-based interface means that Pega Customer Process

Manager is easy to deploy across your organizations. Optionally, your company can

integrate Pega Customer Process Manager forms and windows into other application

portals.

“ One-and-Done” Service Process Automation

Through automated best-practice service workflows that are directly integrated with

your legacy and back-end systems in real time, you can resolve customer issues

quickly — without transferring or calling back customers, and without passing

service fulfillment to the back office. The result is more efficient and effective

service. Other capabilities such as automatic correspondence and service request

audit trails minimize manual work and reduce time-consuming work transfer.

Multi-Channel Support

Pega Customer Process Manager includes integrated, multi-channel support

capabilities for managing telephone, e-mail, and Web-based service interactions.

Using PegaCALL for PegaRULES, Pega Customer Process Manager provides robust

CTI support including adaptive screen pops, desktop telephony controls, and

enhanced call-out facilities. By leveraging the business rules engine architecture,

you can re-use your business processes and rules across channels — from the IVR to

the Web.

Intelligent Sales and Marketing Campaigns

With its intelligent campaign and offer management capabilities, Pega Customer

Process Manager helps you deliver the right offer to the right customer at the right

time. Integrated campaign setup and tracking capabilities enable you to easily

manage your company’s cross-sell, retention, reward, and restitution campaigns.



Before You Begin — Benefits of Pega Customer Process Manager 1-5

Value-Based Service Level Management

To help you meet important performance objectives, Pega Customer Process

Manager provides sophisticated facilities for managing value-based service levelagreements (SLA). You can assign and monitor work, ensuring that tasks are

completed according to both business priority and customer value.

Real-Time Analytics and Reporting

Pega Customer Process Manager includes a wide variety of standard reports and

graphs providing real-time information regarding processes, work, assignments, and

historical data for analyzing contact center performance over time. Powerful drill-

down analysis capabilities enable you to travel from a summary view of your entire

operation down to the details of a single service-request case.




Structure of This Document

This book includes the following chapters and appendixes:

■ Chapter 2 describes what you need to know to start using Pega Customer

Process Manager

■ Chapter 3 describes how to use Pega Customer Process Manager to conduct

customer interactions, process service cases, use CTI capabilities, and perform

supervisory functions

■ Chapter 4 describes the business flows in detail, explaining how you interact

with the system and the business processing that occurs automatically

■ Chapter 5 describes how to access, review, and work with reports

■ Appendix A provides a description and the Visio diagrams that illustrate

standard business process flows

■ Appendix B provides samples and descriptions of portal screens

■ Appendix C provides information about contacting Pegasystems



Before You Begin — Pega Customer Process Manager Documentation Set 1-7

Pega Customer Process Manager Documentation Set

In addition to this document, the Pega Customer Process Manager documentation set

includes:

■ Pega Customer Process Manager Deployment Guide — describes how toconfigure and integrate Pega Customer Process Manager.

■ PegaCALL for PegaRULES Installation and Configuration Guide— describes

how to install and configure CTI functions for Pega Customer Process Manager

and other applications based on PegaRULES Process Commander.

Technical staff who configure or integrate the Pega Customer Process Manager

software should read these documents.

Other Informational ResourcesPega Customer Process Manager runs in the PegaRULES Process Commander

environment, a flexible and powerful Java and XML-based platform for business

process management (BPM) solutions. In addition to this document, you may want

to read:

■ Introduction — provides an overview of the architecture, concepts, and features

of Process Commander.

The following additional PegaRULES Process Commander documentation is also

available for system administrators and other technical staff:

■ Quick Start — a tutorial that familiarizes you with the standard elements used

in configuring Process Commander applications and guides you in creating a

simple application. You also learn how users interact with a Process

Commander application.

■ Designing Your Application with SmartBuild — provides best practices for

designing, building, and evolving Process Commander applications.

■ Integrating with External Systems — supports IT professionals who plan,

design, build, and test the interfaces with other systems that can be used with a

Process Commander application.




■ Administration and Security — This guide describes how to perform the initial

startup, setup, and day-to-day administration of PegaRULES Process

Commander. It is intended for use after product installation by experienced

system administrators who are familiar with multinode, multi-user Web

application environments.

■ Application Developer Help — provides contextual information about Process

Commander. Information is available on browser pages by clicking the Help

link or on rule and data forms. This function may not be available to you,

depending on your role and privileges.



Chapter 2

Getting Started

This chapter introduces Pega Customer Process Manager and describes the basics of

the user interface, and includes these topics:

■ Basic terminology

■ How to access Pega Customer Process Manager

■ Different views of the Pega Customer Process Manager Portal

■ How to interpret the icons and controls in the user interface



2-2 Pega Customer Process Manager User Guide — Getting Started

Understanding These Terms

You should be familiar with the following terms as you read this book:

■ Live customer interaction — a telephone inquiry or branch walk-in visit from

a customer. Pega Customer Process Manager creates an interaction case torecord all activities and service cases that result from live customer interactions.

■ Non-live interaction — an e-mail, fax, or mail inquiry from a customer. Pega

Customer Process Manager creates an interaction case to record all activities

and service cases that result from non-live customer interactions.

■ CTI (Computer Telephony Integration) — capabilities combining data with

voice systems in order to enhance your contact center operations. Using

PegaCALL for PegaRULES, Pega Customer Process Manager incorporates CTI

capabilities such as screen pops, desktop telephony controls, and enhanced call

routing.

■ Case (work object/service request) — a unit of work within Pega Customer

Process Manager. The system assigns a unique number called a Work ID to each

case, whether an interaction or a service request case, such as an address change.

■ Workbasket — a centralized, shared pool of cases from which users can select

work depending on their user role. As new cases are created, the system

automatically routes them to specific workbaskets to await further processing.

Pega Customer Process Manager then automatically retrieves the cases from

workbaskets when the user requests work.

■ Worklist — a list of cases items assigned to a specific user. Pega Customer

Process Manager routes appropriate work from workbaskets to the users most

qualified to process that work. Users can also “pull” new case items to their

worklist themselves.

■ Service levels — time interval to complete a request. Pega Customer Process

Manager assigns a service level rule to each piece of work within the system. A

service level defines one or two intervals, known as goals and deadlines, that

indicate the expected or targeted turnaround time for the assignment, or time to

resolve the case.



Getting Started — Accessing Pega Customer Process Manager 2-3

Accessing Pega Customer Process Manager

Before using Pega Customer Process Manager, you must obtain a Uniform Resource

Locator (URL) for the Pega Customer Process Manager server from your system

administrator. The URL has the form:

ht t p: / / ssssss: 9999/ dddddd/ PRSer vl et ?

Logging On

To log on:

1. Start Microsoft Internet Explorer.

2. In the Address bar, type or paste the URL provided by your system

administrator.

3. Press Enter. The logon window appears (Figure 2-1).

Figure 2-1. Logon Window




4. Enter your user ID and password and click Log In. Remember that passwords

are case sensitive.

5. The Pega Customer Process Manager portal appears.

Automatic ActiveX Downloads

Some features of Pega Customer Process Manager may require the use of

downloaded ActiveX controls. For example, if you are using the PegaCALL for

PegaRULES CTI capabilities, you will need an ActiveX control to support

screen pops.

When you first require an ActiveX control you have not yet downloaded, Internet

Explorer presents a security window (Figure 2-2).

Figure 2-2. Windows Download Security Warning

Click Yes to download the control. You need to download each control only once,

when it is first required. If you select “Always trust content from Pegasystems”

before clicking Yes, subsequent download operations occur without this security

warning.



Getting Started — Accessing Pega Customer Process Manager 2-5

Note: If your Windows privileges or Internet Explorer settings do not let you

download ActiveX controls, ask your technical staff for a temporary Windows

Administrator or Power User sign on to enable downloads.

Changing Your Password

A system administrator sets your initial password. You can change your password at

any time.

To change your password:

1. From the Home Base, click the Full Profile button in the navigation panel. The

Operator Profile Full Display appears (Figure 2-3).

Figure 2-3. Operator Profile Full Display




2. Click Change Password. The Change Password form appears (Figure 2-4).

Figure 2-4. Change Password Form

3. Enter your current password in the Verify Current field.

4. Enter your new password in the New field.

5. Enter the same password again into the New Confirm field

6. Click Save to activate the new password.

Logging Off

To log off Pega Customer Process Manager, click the Log Off link at the top left of

the portal, where the Pega logo (or your logo) appears.

Caution: For security reasons, always log off before closing the browser

window containing your application.

Whenever you remain inactive in the application for 20 minutes or more, you may be

logged off automatically. You do not loose any completed work, but you must log on

again to continue working.



Getting Started — Portal Views 2-7

Portal Views

The Pega Customer Process Manager portal has three main views:

■ Home Base (described below)

■ Interaction Manager (initiate work, see page 2-10)

■ Interaction Manager (in process, see page 2-12)

Home Base

Figure 2-5 shows the Home Base view of Pega Customer Process Manager.

Figure 2-5. Home Base View of Portal




The Home Base view of the portal shown in Figure 2-5 is representative of the view

you see after you log on. Figure 2-6 briefly describes the gadgets that are available

in each of the Task Bars including Home Base, Reports, Interaction Manager, and

Utilities.

Note: Gadgets may be different and may be expanded, depending on your role.

Appendix B contains examples of various portals and gadgets.

Task Bar Description

The Pega Logo or your company logo.

■ Click the logo to return to the initial state of the portal

from anywhere in the application.

■ Click the Log off link to log off.

Home Base Click to access the home base view containing:

■ News — Your company can use this gadget to

broadcast items of general interest (appears under Bar).

■ Reporting Dashboard — Provides statistical and

tracking mechanisms in graphical form to monitor

contact center activities. For more information, see

Chapter 4.

■ Quality Review Management — Supervisory function

that enables manager to evaluate and rate the quality of interactions and service items.

■ Campaign Management — Supervisory function that

enables manager to view information and progress of

cross-sell, retention, restitution, and reward campaigns.

■ Territory Management — Define and manage the

ownership of accounts, contacts, business units and

geographic areas that drive assignments of

opportunities.




Task Bar Description

Reports Provides a comprehensive list of reports by category. For

more information, see Chapter 5.

Interaction Manager Click to perform CSR tasks (see Interaction Manager viewsection).

Utilities Click to expose a set of tools that includes:

■ Reference Materials

■ Location Finder

■ CTI Toolkit

My Opportunities

(not shown in figure)

Click to manage opportunities that are assigned to you.

Figure 2-6. Home Base Gadgets




Interaction Manager (Initiate Work)

Figure 2-7 shows a representative view of the Interaction Manager after you click the

Interaction Manager bar in the navigation panel.

Figure 2-7. Interaction Manager View (Initiate Work)

Hint: You can always return to this view by clicking the Home icon in the

Interaction Manager bar.




Gadgets may be different and may be expanded, depending on your role. Figure 2-8

briefly describes the Interaction Manager gadgets in this view.

Gadget Description

Navigation Panel Three text areas, initially empty, appear in expanded format

in the navigation panel:

■ Priority Note — displays useful information about the

contact or account.

■ Contact Information — displays a snapshot of the

contact’s identity.

■ Interaction Log — displays step-by-step details of the

current interaction and what is left to be done. The log

clears when the interaction ends.

My Work in Progress Displays a list of calls and other activities you are currentlyinvolved with. For more information, see Chapter 3.

Find Work Presents various ways of searching for specific case items.

For more information, see Chapter 3.

My Group Provides access to other operators’ worklists and to

workbasket contents. For more information, see chapter 3.

Find a Contact or

Account

Presents various ways of searching for account and contact

information, for both live interaction and background

research. For more information, see Chapter 3.

Enter New Work Enables you to create a new inbound correspondence

case. For more information, see Chapter 3.

My Opportunities


Displays a subset of your worklist that includes

opportunities that are available for you to work (available

only in sales views).

My Activities


Displays a subset of your worklist that includes all items

except opportunities.

Figure 2-8. Interaction Manager Initiate Work Gadgets




Interaction Manager (In Process)

Figure 2-9 shows a representative view of the Interaction Manager after you initiate

some work, such as locating and verifying a customer.

Figure 2-9. Interaction Manager View (in Process)




Gadgets may be different and may be expanded, depending on your role. Figure 2-10

briefly describes the Interaction Manager gadgets in this view.

Gadget Description

Interaction Manager

Navigation Panel

Notice the effect on the navigation panel after locating and

verifying a contact:

■ Priority Note — displays useful information about the

contact or account.

■ Contact Information — displays a snapshot of the

contact’s identity.

■ Interaction Log — displays step-by-step details of the

current interaction and what is left to be done. The log

clears when the interaction ends.

Dialog Displays the script to use during customer interactions. The

text changes to match the business process being

performed. For information on how to customize dialog text,

see Chapter 3.

Take Action Enables you to launch and execute business processes to

respond to customer service requests. For more

information, see Chapter 3.

Account Displays informat ion about the account including financials,

recent transactions and interactions, who is authorized touse the account, etc. The information appears in the

Composite area.

Contact Displays information about the contact, including a

personal profile, recent call history, account and business

unit associations, etc. The information appears in the

Composite area.




Gadget Description

Account Owner Displays informat ion about the account owner, including an

SLA profile, recent call history, account and business unit

associations, etc. The information appears in the

Composite area.

Business Unit (not

shown)

Displays about the business unit (if applicable), including a

business profile, recent call history, contact associations,

etc. The information appears in the Composite area.

Figure 2-10. Interaction Manager Gadgets



Getting Started — Understanding Icons and Controls in the User Interface 2-15

Understanding Icons and Controls in the User Interface

This section describes icons and controls and shows you how to interact with these

screen elements as you perform your tasks.

Working with Other Windows

Depending on the activity, Pega Customer Process Manager may open a separate

window to display requested data. You can resize, move, and drag these windows.

To close a floating window, click Submit, Close, or Cancel.

Click either the Pega logo or the Home link to return to your home base. (Your

company logo may appear in place of the Pega logo.)

Common Icons and ControlsFigure 2-11 lists and describes most of the common screen elements, including

buttons and icons, you use to enter or view data, or otherwise take some action.

Buttonsand Icons Name Description

Action button Click to send data on the form to Pega Customer Process

Manager. For more information, see chapter 3.

Calendar Click to select and insert a date from a calendar into a date field.

(You can also type in dates as explained on page 2-17.)

Clock (goal) Appears in the worklist when an assignment is not completed

within its goal time (see definition of service levels on page 2-1).

Clock (deadline) Appears in the worklist when the assignment remains incomplete

past its deadline (see definition of service levels on page 2-1).

Expandable

gadget (+)

Click the plus sign next to a gadget to expand previously hidden

information. The expanded gadget then becomes a collapsible

gadget, marked with a minus sign (-).




Buttonsand Icons Name Description

Expandable

section (triangle)

Click the blue triangle next to to a gadget to expand the section to

show previously hidden information, or to expand a text area so

that you can type in it. The expanded section then becomes acollapsible section, marked with the triangle pointing down ( ).

Flag Alerts you to a Priority Note that was generated based on your

organization’s business rules.

Trash can Click to delete an item from a list. Clicking the icon deletes the item

immediately. You are not prompted for confirmation.

List View Changes the workspace to a list view only.

Split View Changes the workspace to a split list-form view.

Form View Changes the workspace to a form view only.

Refresh Refreshes the information displayed in the workspace.

Print Prints the current active gadget in the workspace.

Close Closes everything displayed in the workspace.

Get Current

Composite

Updates the composite section on a research item to provide up-

to-date information.

View history Displays a history of the current interaction in a separate window

(see chapter 3).

Add or edit

attachments

Presents a selection of attachment options in a separate window

(see chapter 3).

Where am I? Opens a Visio flow diagram of the current workflow that pinpoints

where you are in the process.

Expand all Expands all currently unexpanded gadgets in the workspace. The

icon changes to a minus sign which when clicked, collapses all

currently expanded gadgets in the workspace.

Close this item Closes the current item.

Figure 2-11. Workspace Buttons and Icons




Entering Data

Pega Customer Process Manager lets you enter data quickly with a minimum of

keystrokes. Following are instructions for entering:

■ Dates

■ Amounts

Dates

Pega Customer Process Manager supports multiple date display formats known as

locales. The format of the date you see is based on your locale. For example, if today

is July 9, 2004 and you are using a:

■ en_US locale, the date appears as 7/9/2004

■ en_GB locale, the date appears as 9/7/2004

■ fr_CA locale, the date appears as 2004-07-09




Some forms include a calendar icon ( ) to the right of date fields. You can type a

date into the field or click the calendar icon to open a date selection calendar (Figure

2-12). Use the mouse to find the year, month, and day you need, and then click

Close.

Figure 2-12. Pop-Up Date and Time Selector

Amounts

The system displays dollar amounts with commas as appropriate. You can omit

trailing zeros when entering amounts. For example, when you enter the disputed

amount as 1234, Pega Customer Process Manager displays 1,234.00. When you enter1234.1, Pega Customer Process Manager displays 1,234.10.




Responding to Errors

If you make an error in completing a form, a red X ( ) indicates the field in error.

(Figure 2-13 shows an example.) When you place your cursor over that icon, you areprompted with instructions about how to correct the error. (A common error is not

entering data in a required field.) Correct the erroneous field(s) and submit the form

again.

Figure 2-13. Error Indicator in the Workspace



Chapter 3

Working with Pega Customer Process Manager

This chapter explains how to navigate the interface to perform the role of a Customer

Service Representative (CSR). The chapter covers the following topics:

■ Conducting a live customer interaction, such as a telephone call

■ Using CTI functions

■ Conducting a non-live customer interaction, such as responding to an e-mail or

fax inquiry

■ Processing service request cases (post-interaction)

■ Using reference utilities

■ Using supervisory functions

■ Using sales and marketing functions



3-2 Pega Customer Process Manager User Guide — Working with Pega Customer Process Manager

Conducting Live Customer Interactions

This section explains how to conduct a live interaction with a customer, for example

to respond to a telephone inquiry or branch walk-in visit.

This section covers the following topics:

■ Identifying and verifying the customer

■ Processing service requests

■ Standard Pega Customer Process Management business processes

■ Accessing customer information

■ Ending customer interactions

Identifying and Verifying the Customer

A live interaction starts by identifying and verifying the customer. To start the

interaction, select the Interact with a Customer option within the Find a Contact

or Account gadget on the Interaction Manager view (see Chapter 2) as shown in

Figure 3-1.

Figure 3-1. Find a Contact or Account Gadget

Note: Your company may use PegaCALL for PegaRULES to provide CTI

capabilities for your Pega Customer Process Manager application. If it does, you

may be notified of an incoming call via a screen pop. Depending on the

information that was captured about the caller in your company’s interactive

voice response (IVR) system, you may not need to perform search or

verification processes. Refer to Using CTI Functions on page 3-24 for more

information on CTI integration.



Working with Pega Customer Process Manager — Using CTI Functions 3-3

Search for a Customer

The Dialog and Take Action gadgets change for you to begin a customer search.

Account search options are displayed by default; however, the selection box also

includes options to search for a contact, business unit, or work item (Figure 3-2).

Pega Customer Process Manager requires you, at minimum, select a contact during a

live interaction.

Figure 3-2. Customer Search Options




Enter search criteria and click Submit to initiate the search. The Take Action gadget

changes to display search results. For example, the search results in Figure 3-3 were

based on a search for a partial account number of 123450.

Figure 3-3. Account Search Results List




Verify the Customer

After you make your selection, the Take Action gadget changes to display caller

verification information (Figure 3-4). Verification data is based on account orcontact information as defined by your company’s business rules.

Figure 3-4. Caller Verification

Verify the caller by asking one of the questions displayed in the Take Action gadget.

Once the caller provides the verification information, select the radio button next to

the item and click Submit to continue. If you cannot verify the contact, select

Contact Not Verified from the selection box and click Submit to return to the

original search form.




Processing Service Requests

Once you verify the caller, your view changes to display customer information and

options for processing the caller’s service requests (Figure 3-5). Note that the prioritynote and contact information sections on the left panel have changed to reflect

information about the caller. Likewise, the customer composite section of the view

has changed to show information about the account, contact, and account owner that

were selected during search processing.

Figure 3-5. Interaction Manager After You Verify the Caller




Queuing Processes

The Take Action area now displays options that let you select the business processes

necessary to respond to the caller’s service requests. Figure 3-6 shows an example of the Select Intent screen.

Figure 3-6. Queuing and Launching Business Processes

The Select Intent screen within the Take Action gadget contains the following

sections:

■ Suggested Processes — list of the processes that Pega Customer Process

Manager has determined are likely for this interaction based on caller and

account profiles and recent history. These suggestions are based on your

company’s business rules. To select a suggested process, click the check box

next to the process name. The process is added to the Queued Processes section

to the right of the screen.

■ Other Processes — selection of a business processes from categorized lists (see

Standard Business Processes on page 3-10 for a list of processes available with

Pega Customer Process Manager). Once you select a process from the list, it is

added to the Queued Process section to the right of the screen.




■ Queued Processes — list of processes queued for this interaction. In some

cases, the system may automatically queue business processes that should be

performed during the interaction. For example, in Figure 3-6 on page 3-7, Pega

Customer Process Manager has automatically queued two business processes, a

suggested cross-sell offer workflow for a new online bill payment service and an

end interaction business process.

Note: Pega Customer Process Manager also supports the use of hot keys to

add business processes to the queue area. Check with your system

administrator to find out which hot keys have been enabled for your system.

Launching Business Processes

A gold arrow appears next to the process that is first in the queue. Click Submit to

launch this process. To launch a process that is not the first in the queue, double click

on the name within the queue.

To delete a process in the queue, click the trash can icon to the right of the business

process name.

Note: Trash can icons do not appear next to business processes that are required

for the interaction.




Executing Processes

Once you have launched a business process, the Take Action and Dialog gadgets

change to display the information and options appropriate for that business process.In some cases, the system may present one or more screens to guide you through the

process. For example, the change of address business process first prompts you to

enter new address information for the customer (Figure 3-7).

Figure 3-7. Prompt to Enter New Address Information

Then the process prompts you to ask the customer about applying this change to

other accounts he or she may own (Figure 3-8).

Figure 3-8. Prompt to Apply Address Change to Other Accounts




When you complete the business process, the Take Action gadget displays the Select

Intent process selection and queue screen again. Continue to launch business

processes until the interaction is complete.

Standard Business Processes

Figure 3-9 lists the standard business processes available with Pega Customer

Process Manager. Based on your company’s implementation, additional or alternate

business processes may be available. These processes are described in more detail in

Chapter 4, “Understanding Customer Process Manager Business Processing.” Check

with your system administrator to find out which business processes are available on

your system.

Process Description

Category within Business

Processes Menu

Account Address Change Change the address of the account

on your company’s system of record.

Account

Add Business Unit Add a new business unit Accessible via search functions

Add Contact Add a new contact Accessible via search functions

Close Account Close an account and present

retention offers to the caller.

Account

Communicate Message Access a specific communications

script (such as a new customer welcome message) that applies to

the contact.

Suggested by Customer Process

Manager, based on your business rules

Complaint/Compliment Record a complaint or compliment

during an interaction and present

system-determined restitution or

reward offers to a customer.

General




Process Description


Processes Menu

Diagnose Issue Diagnose a problem or situation

based on your company’s

knowledge rules.

General

Frequently Asked Questions

(FAQ)

Browse and search for your

company’s knowledge base topics.

General

General Service Case Create a general service item. Use

this process to capture and route

work when an automated workflow

has not been created.

General

Materials Fulfillment Order materials (such as product

collateral or company information) to

be sent to a customer.

General

Modify Account Links View and maintain a list of accounts

associated with a contact.

Contact and Account Owner

Modify Business Unit Links View and maintain a list of a

business units associated with a

contact or account.

Contact and Account Owner

Modify Contact Links View and modify the contacts

associated with an account.

Account and Account Owner

Open New Account Submit a new account application. General and Account

Opportunity Add, view, and modify sales

opportunities.

General

Override SLA Set SLA profile overrides to

designate priority handling of

customer requests.

General

Quick Add Contact Add a new contact (similar to Add

Contact, but with fewer fields)

Accessible via search functions




Process Description


Processes Menu

Schedule Activity Schedule a follow-up call, task, or

appointment during an interaction.

General

Send Correspondence Generate an e-mail, fax, or mail

document to a customer, based on

available templates.

General

Statement Copy Submit a statement photocopy

request on behalf of a caller.

Account

Suggested Item Review Review prior work item for a

customer, as suggested by the

system.

Suggested Processes

Suggested Offers Select and present cross-sell andother offers to a customer.

Generally available

Transaction Dispute Create a dispute-transaction case, at

the request of the caller.

Account

Update Business Unit Details View and maintain information

associated with a business unit

including name, tax ID, and so on.

Business Unit

Update Business Unit Address

Details

View and maintain address

information associated with a

business unit.

Business Unit

Update Business Unit

Communication Details

View and maintain communication


business unit.

Business Unit

Update Contact Address Update contact address information. Contact

Update Contact

Communications Options

Update contact communication

options.

Contact




Process Description


Processes Menu

Update Contact Name and

Profile

Change the contact’s name, and edit

the personal profile.

Contact

Figure 3-9. Table of Business Processes

Accessing Customer Information

The customer composite area (Figure 3-10) consists of individual sections that

display information regarding the account, contact, and account owner (whether the

owner is a business unit or individual). Depending on your selections during search

processing, some of these sections may not appear (for example, if you did not select

an account during search processing, the account and account owner sections are not

visible).

Figure 3-10. Customer Composite Area




Use the controls at the right of the top gadget to reposition the composite area

(including all individual sections) within the workspace:

■ Click to move the composite area to the top of the workspace, such that it

overlays the Dialog gadget.

■ Click to move the composite area to the bottom of the workspace, such that

only the top gadget appears.

■ Click to return the composite area to its original position.

Information in the customer composite areas may have been collected from your

legacy processing systems, from the Pega Customer Process Manager database, or

from other third-party applications and databases within your organization.

Account Composite Gadget

The Account Composite gadget (Figure 3-11) displays information regarding the

account you selected during search processing. This information enables you to

respond to customer inquiries on account balance, status, and transactions; research

prior interactions and service items; and document notes and comments.




Figure 3-11. Account Composite Gadget

Note: During an interaction, you may need to access information about a

different account for the caller. To update the Account Composite Gadget, select

the change account option from the selection box on the Select Intent Take

Action screen.




Figure 3-12 lists and describes the sections within the Account Composite gadget.

Account Composite Sections Descrip tion

Account Informat ion Displays general and financial information about the

account. Also displays account address information

and SLA options for the account.

Recent Transactions and

Statements

Displays recent account activity. Click on a Txn ID to

view additional details about a transaction. Click on

a statement start date to view additional details

about a statement. Use the search buttons to search

for other transactions and statements for this

account.

Recent Interactions and Open

Service Items

Displays recent interactions and open service items

for this account. Click on any item to view additional

details. The icon to the left of interactions provides

feedback on the satisfaction of the caller (green is

favorable; red is unfavorable, etc.). A clock icon to

the left of an open service item indicates whether

the case is past its goal or deadline date. Use the

search buttons to search for other interactions or

service items related to this account by type and

status.

Opportunities Displays opportunities and previous offers for this

account. Click on any item to view additional

details.

Authorized Contacts Identifies contacts associated with the account; and

includes their respective roles.

Notes (not shown) Keeps a log of notes for this account. Click Add

Note to make an entry.

Figure 3-12. Account Composite Sections




Contact Composite Gadget

The Contact Composite gadget (Figure 3-13) displays information regarding the

caller you are speaking to. This information enables you to view address and

communication options; research prior interactions and service items for this caller;

view associations this caller has with other accounts and business units; and

document notes and comments.

Figure 3-13. Contact Composite Gadget




Figure 3-14 lists and describes the sections within the Contact Composite gadget.

Contact Composite Sections Description

Address/Phone/E-mail Displays address and communications options for the contact. A check box next to an entry indicates

the primary communication method.

Profile Displays personal information, communications

and marketing preferences, and verification

options for the contact.


Service Items

Displays recent interactions and open service

items for this contact. Click on any item to view

additional details. The icon to the left of

interactions provides feedback on the satisfactionof the caller (green is favorable; red is unfavorable,

etc.). A clock icon to the left of an open service

item indicates whether the case is past its goal or

deadline date. Use the search buttons to search

for other interactions or service items related to

this contact by type and status.

Opportunities Lists opportunities and previous offers for this

contact. Click on any item to view additional

details.

Account and Business

Associations

Lists other accounts and business units linked to

this contact.

Notes Keeps a log of notes for this contact. Click Add


Figure 3-14. Contact Composite Sections




Account Owner Composite Gadget

The Account Owner Composite gadget (Figure 3-15) displays information pertaining

to the owner of the account. The sections within this gadget vary depending onwhether the caller is the owner of the account that was selected during search

processing or whether another individual is the owner.

Figure 3-15. Account Owner Composite Gadget




Figure 3-16 describes the sections within the Account Owner Composite gadget.

Account Owner

Composite Sections Description

Address/Phone/E-mail Displays address and communications options for

the account owner. A check box next to an entry

indicates the primary communication method. If the

contact is the owner of the account, this section is

not \visible.

Service Level Profile Identifies the SLA in effect and the name and

duration of overrides, if any.


Service Items

Displays recent interactions and open service

items for this account owner. Click on any item to

view additional details. The icon to the left of

interactions provides feedback on the satisfaction

of the caller (green is favorable; red is unfavorable,

etc.). A clock icon to the left of an open service

item indicates whether the case is past its goal or

deadline date. Use the search buttons to search

for other interactions or service items related to

this account owner by type and status. If the

contact is the owner of the account, this section is

not visible.


account owner. Click on any item to view

additional details.

Account and Business

Associations

Lists other accounts and business units linked to

this account owner. If the contact is the owner of

the account, this section is not visible.

Figure 3-16. Account Owner Composite Sections




Business Unit Composite Gadget

The Business Unit Composite gadget (Figure 3-17) displays only if a business unit

is selected during search processing, or if a business unit is the owner of the accountselected during search processing.

Figure 3-17. Business Unit Composite Gadget




Figure 3-18 describes the sections within the Business Unit Composite gadget.

Business Unit

Composite Sections Description

Address/Phone/E-mail Gives detailed information on how and where to

reach the business unit.

Profile Categorizes the business by industry and size;

Identifies the SLA in effect, and the name and

duration of overrides, if any.


Service Items

Displays recent interactions and open service items

for this business unit. Click on any item to view

additional details. The icon to the left of interactions

provides feedback on the satisfaction of the caller

(green is favorable; red is unfavorable, etc.). A clock

icon to the left of an open service item indicates

whether the case is past its goal or deadline date.

Use the search buttons to search for other

interactions or service items related to this business

unit by type and status.


account. Click on any item to view additional

details.

Contact, Account, and Business Associations

Lists other contacts, accounts, and businesseslinked to this business unit.

Notes (not visible in graphic) Keeps a log of notes for this business unit Click Add


Figure 3-18. Business Unit Composite Sections




Ending the Interaction

The last business process in every live interaction is End Interaction. This business

process is automatically queued by the system. To launch this business process, click Submit from the Select Intent screen in the Take Action gadget, or double-click the

name in the queue list.

The system automatically evaluates and displays information regarding the primary

reason for the interaction and whether the interaction was related to a prior service

inquiry (Figure 3-19). If this information is not accurate, you can override it. You

can also enter customer satisfaction information in the disposition area, as well as

any general comments regarding the interaction.

Figure 3-19. Ending the Interaction

If you want to review any of the service items you created prior to ending the

interaction, select items from the Interaction Log section of the Interaction Manager

panel on the left portion of the screen. A separate pop-up window displays

information regarding the service item.

Click Submit on the Finalize the Interaction screen within the Take Action gadget to

complete the interaction. You return to the Interaction Manager Initiate Work view.




Using CTI Functions

If your company uses PegaCALL for PegaRULES to provide CTI capabilities for

your Pega Customer Process Manager application, you can make and transfer calls

and conduct conference calls directly from your application. Additionally, you are

automatically prompted for incoming calls that are transferred to you.

This section covers the following CTI topics:

■ Logging in to CTI facilities and making yourself available for calls

■ Screen pops to announce the arrival of incoming calls

■ Telephony controls while on a call

■ Making a call

CTI Login and Availability

You must be logged in to the Pega Customer Process Manager’s CTI facilities before

you can receive incoming calls or use telephony functions.

Note: This login procedure is separate from logging into the application itself.

To log in to CTI:

1. From the Utilities gadget in the navigation panel, select CTI toolkit to open

the login form (Figure 3-20).

Figure 3-20. CTI Login Form

2. Enter your user ID, password, and your phone extension and click Login.




3. The system confirms your login and sets your status as available to take calls.

At this point, incoming calls can be routed or transferred to you (Figure 3-21).

Additionally, you can make a call as described in Making a Call on page

3-27.

Figure 3-21. CSR Logged In and Available

4. To change your availability status, select Not Available. Calls can no longer

be routed or transferred to you.

5. To log out of CTI functions, click Logout. No telephony functions are

available to you.




Screen Pops

Screen pops announce the arrival of incoming calls. A screen pop occurs in a

separate window and its contents vary depending on what information is knownabout the caller. Figure 3-22 shows a sample of a screen pop.

Figure 3-22. Sample of a Screen Pop

■ To accept a call, click Accept. The system automatically begins a telephone

interaction to log activities during the interaction (refer to the Live Interactions

section of this chapter). Depending on the information known about the caller

and what activities the customer performed within your company’s IVR system,

Pega Customer Process Manager may bypass search and verification processes.

For example, if the customer entered verification data in the IVR, Pega

Customer Process Manager bypasses additional verification processes.

■ To decline a call, click Decline. The call is routed back to your company’s PBX

system to be transferred to another available CSR.




When You Are on a Call

When you make or take a call, the telephony controls change to provide flexibility in

call handling (Figure 3-23).

Figure 3-23. Telephony Controls While on a Call

While on a call, you can use any of the following buttons:

■ Hold/Retrieve to place a call on hold or retrieve a call from a hold status. The

Retrieve button is not visible unless a call is currently on hold.

■ Warm Transfer to transfer the call, first speaking to the transferee, before

dropping off the line.

■ Blind Transfer to transfer the call without speaking to the transferee.

■ Conference to add parties to the call.

■ Hangup to end a call.

Making a Call

To make a call within Pega Customer Process Manager:

1. Select a phone line.

2. Enter the phone number to dial. To access a pre-defined set of calling parties,

place your cursor in the input box and press the down arrow key.

3. Click Dial to initiate the call.




Conducting Non-Live Customer Interactions

This section explains how to conduct a non-live interaction with a customer, for

example to respond to a e-mail, fax, or correspondence inquiry.


■ Creating non-live interaction cases automatically and manually

■ Selecting a non-live interaction case to work

■ Identifying the customer and processing service requests

■ Completing non-live customer interactions

Creating Non-Live Customer Interaction Cases

Automatic Case Creation

Pega Customer Process Manager automatically creates non-live interaction cases for

inbound e-mail, fax, or correspondence inquiries depending on how your system was

implemented. In a typical implementation, Pega Customer Process Manager will:

■ Listen for inbound e-mails and faxes that arrive at designated folders and

automatically create inbound interaction cases. It routes these cases to the

Inbound Correspondence workbasket.

■ Automatically create cases for inbound mail correspondence through integration

with your company’s imaging system. It routes these cases to the InboundCorrespondence workbasket.



Working with Pega Customer Process Manager — Conducting Non-Live Customer Interactions 3-29

Manual Case Creation

You can also manually create non-live interaction cases for inbound e-mail, fax, or

correspondence inquiries.

1.

Select the Create Inbound Correspondence Case option within the Enter NewWork

gadget on the Interaction Manager view as shown in Figure 3-24.

Figure 3-24. Create Inbound Correspondence Case

2. Complete the information on the entry form (Figure 3-25). The Channel Type

selection box includes the following values:

− E-mail

− Fax

− Mail

− Other

Figure 3-25. Create Inbound Correspondence Input Screen




3. Click Scan Document. The system initiates your local scanning software.

4. Scan the document you wish to attach to the case. The system updates the

input screen, as shown in Figure 3-26.

Figure 3-26. Create Inbound Correspondence Input Screen Update

5. Click Create Case. The system displays a confirmation that includes the case

reference number (Figure 3-27), and routes the case to the Inbound

Correspondence workbasket.

Figure 3-27. Create Inbound Correspondence Confirmation Screen




Selecting a Non-Live Interaction Case to Work On

To work on a non-live interaction case, select it from the Inbound Correspondence

Workbasket (see the section To use the My Group gadget to review the contents of aworkbasket: on page 3-37). You may also receive a non-live interaction case to work

on as a result of a search or Get Most Urgent operation.

Once the case has been selected, your view changes to display information contained

in the e-mail, fax, or mail (Figure 3-28).

Figure 3-28. Inbound E-mail Inquiry




To view any attachments associated with the inquiry, such as attachments that were

sent by a customer with an e-mail inquiry, click on the attachment name. A separate

window opens displaying the attachment contents.

Note: Your PC must have the necessary software installed to display the

attachment. For example, if a customer included a MS Word attachment with

their e-mail inquiry, you must have a copy of MS Word on your PC in order to

display the document.

Identifying the Customer and Processing Service Requests

To process the non-live interaction, you must first identify the customer. The Take

Action gadget displays search information for you to enter search criteria.

After you select the customer and account, your system view changes to include the

customer composite gadget as described in the Live Interaction section of this

Chapter. Unlike live customer interactions, no verification step is necessary. If your

site has implemented custom parsing capabilities, or if an account number or contact

ID was manually entered when the case was created, the system may bypass

customer identification. In this situation, you do not need to perform search

operations and the customer composite information is already visible.

To respond to the customer’s inquiry, select the appropriate business process from

the Take Action gadget (see Processing Service Requests on page 3-6).




You can create service items to respond to this inquiry as well as send

correspondence to the customer confirming the inquiry (Figure 3-29). Note that

unlike live interactions, no dialog scripting is provided to you and no suggested

processes are presented.

Figure 3-29. Responding to Inbound Correspondence




Completing Non-Live Customer Interactions

Like live interactions, the last business process in every non-live interaction is End

Interaction. This business process is automatically queued by the system. To launchthis business process, click Submit from the Select Intent screen in the Take Action

gadget, or double-click the name in the queue list.

The system automatically evaluates and displays information regarding the primary

reason for the interaction and whether the interaction was related to a prior service

inquiry. If this information is not accurate, you can override it.

If you want to review any of the service items you created prior to ending the

interaction, you can select them from the Interaction Log section of the Interaction

Manager panel on the left portion of the screen. A separate pop-up window displays

information regarding the service item.

Click Submit on the Finalize the Interaction screen within the Take Action gadget to

complete the interaction. You return to the Interaction Manager Initiate Work view.



Working with Pega Customer Process Manager — Processing Service Requests Post-Interaction 3-35

Processing Service Requests Post-Interaction

As a result of customer interactions, service cases are created that may require

follow-up work or verification once the interaction is concluded. This section

describes how you can find, research, and update service requests.

Finding Service Cases

You can search for cases in the following ways:

■ Review your own worklist (My Work in Progress gadget)

■ Provide search criteria (Find Work gadget)

■ Review the worklists of other CSRs (My Group gadget)

■ Review cases queued in workbaskets (My Group gadget)

To use the My Work in Progress gadget:

1. From your home base, click Interaction Manager. The My Work in Progress

gadget appears at the top of the workspace (Figure 3-30).

Figure 3-30. My Work in Progress Gadget

The My Work in Progress list displays your current assignments, sorted by

urgency. Each row of the worklist describes one assignment for one case.

2. If your worklist contains more assignments than can be displayed, click the

Expand link at the bottom of the list.

3. Click the row corresponding to an assignment you want to work on. The case

opens in a form appropriate to its current status.




To use the Find Work gadget:

1. From your home base, click Interaction Manager. The Find Work gadget

appears in the workspace (Figure 3-31). Click the triangle to expand the

gadget, if necessary.

Figure 3-31. Find Work Gadget

2. Enter criteria as follows:

■ By ID — If you know the unique ID of the work object, enter it in the field

and click Find. You can also open the work object in a separate window.

■ Search for work — If you don’t know a work object ID, use the Search for

Work selection box to search for work:

− Entered by me

− Associated with me by a Party

− Resolved by me recently

− Assigned to me

− By workbasket

■ Get Most Urgent — This button opens the most urgent work object either

from your worklist or from any of the workbaskets that typically feed your

worklist.




To use the My Group gadget to review the worklists of other CSRs:

1. From your home base, click Interaction Manager. The My Group gadget



Figure 3-32. My Group Gadget Other CSRs

2. Click the CSR whose worklist you want to review.

3. Select the case in the list to open it in a form appropriate to its current status.

To use the My Group gadget to review the contents of a workbasket:

1. From your home base, click Interaction Manager. The My Group gadget



Figure 3-33. My Group Gadget Workbaskets

2. Click the workbasket whose contents you want to review.

3. Select the case in the workbasket to open it in a form appropriate to its current

status.




Researching and Completing Service Request Cases


■ Reviewing a specific case summary and history

■ Adding notes and attachments to a case

■ Researching customer information

To review a case summary:

1. Select a case to review by selecting it from a worklist, using item search

facilities, or by selecting it from a customer composite gadget. A separate

window opens, showing information about the item. The data contained in

each display varies by the type of the item.

Figure 3-34 shows an example of a summary of a telephone interaction. In

this example, you can see details about the call, the customer that made the

call, and a list of all the service items that were created during the call.

Figure 3-34. Case Summary of a Telephone Interaction




2. You can click on any of the items created during the interaction to view case

details. Figure 3-35 shows the case summary for the account address change

item, S-796.

Figure 3-35. Case Summary of an Account Address Change

To review case history:

1. Click the View history icon on the upper-right portion of the case summary

form. A separate window opens, showing the history of the call (Figure 3-36).

Figure 3-36. History Record for an Account Change Item




2. To view any attachments listed, select the item from the list. A separate

window opens, displaying the attachment (Figure 3-37).

Figure 3-37. Attachment to a Case




To add a note or an attachment to a work case:

1. Select the item you want to update.

2. Click the Add or edit attachments icon . The History and Attachments

window opens (Figure 3-38).

Figure 3-38. Adding Notes or Attachments

3. Select the type of attachment you want to add. Your selection determines how

the form changes.

4. Fill in the form with the information appropriate to your attachment choice.

5. Click Close.




To research customer information:

1. Open Interaction Manager and select the Perform Customer Research option

from the Find a Contact or Account section. You can search for a contact or

account without creating an interaction log for the activity.

2. Enter customer search criteria as described in the Live Interaction section of

this chapter. Customer information displays in the composite gadget, as shown

in Figure 3-39. From this view, you can view account activity, recent

interactions, and outstanding or completed cases for a customer or account.

Figure 3-39. Research View

3. You can also initiate additional service item cases for this customer by

selecting a business process from the selection box.



Working with Pega Customer Process Manager — Using Reference Utilities 3-43

Using Reference Utili ties

The Reference Utilities area of Pega Customer Process Manager gives you

convenient access to your company’s reference information. Click the Utilities

gadget to access user reference utilities. If you click the Tear off icon, the selections

appear in a separate window (Figure 3-40).

Figure 3-40. Utilities Window

Reference Materials

Reference Materials include you company’s product, service, and policy

documentation and other informational resources you may want to consult during

an interaction.

1. Click the Reference Materials link to view available information

(Figure 3-41).

Figure 3-41. Reference Materials Utility

2. Select a category and then click an item within the category to view the

document.




Location Finder

1. Click the Location Finder link to search for a corporate location (Figure 3-42).

Figure 3-42. Location Finder Utility

2. Select a location type and enter additional search criteria if applicable, and

then click Search. Results display below the search criteria area.



Working with Pega Customer Process Manager — Using Supervisory Functions 3-45

Using Supervisory Functions

This section describes functions and capabilities available to supervisors and

managers. It covers the following topics:

■ Modifying dialog scripts

■ Reassigning work

■ Viewing campaign information and details

Note: Your role and access group must grant you authority to perform these

functions.

Modifying Dialog Scripts

The Dialog gadget displays suggested wording to use during customer interactions.The text changes to match the specific business process that is being executed.

To change the dialog script for a particular business process, select the text within

the Dialog gadget. A separate window opens to enable you to update the dialog

(Figure 3-43).

Figure 3-43. Update Dialog Gadget




Here, you can edit text, and add references to contact, account, or CSR information.

In addition to a default dialog section, the display includes a separate expandable

section that enables you to create separate text for various CSR levels. To enter a

reference to customer information, select the category and field from the selection

box, then click Append. To save the dialog, click Save.

Reassigning Work

Use the Reassign Work gadget (Figure 3-44 ) to perform the following tasks:

■ Reassign work items from one CSR to another

■ Reassign work items from one workbasket to another

■ Perform specific actions on behalf of a selected CSR

■ Perform specific actions on a selected item class on behalf of a selected

workbasket

Figure 3-44. Reassign Work Gadget

Only authorized users (managers and supervisors) can reassign work. This gadget

does not appear in your portal view if you are not an authorized user.




Conducting Quality Reviews

Customer Process Manager enables authorized users to evaluate and rate the quality

of interactions and service items for the purpose of managing and improving

employee performance.

To select work to review:

1. Open the Quality Review Management section within your home base view

and choose Select Work for Quality Review (Figure 3-45).

Figure 3-45. Quality Review Management Gadget

2. Enter the selection criteria for the work you want to review (Figure 3-46).

Figure 3-46. Selecting Work for Quality Review

3. Enter the number of work items to select. Choose whether the system should

randomly select the items, or show a list from which to pick ( Figure 3-47).

Figure 3-47. Selecting Quality Sample Type




4. If you selected a random sample, the system generates cases (up to the number

you specified) that match the criteria you entered. If you chose a manual

sample, the system presents you with a list of work items that match your

criteria (Figure 3-48). Check the work items that should be reviewed and click

Next.

Figure 3-48. Manual Selection of Work Items

The system presents a list of quality reviews that were generated from your

selections (Figure 3-49). The reviews are routed according to your site’s rules.

By default, they are routed to the QualityReview workbasket.

Figure 3-49. Confirmation of Quality Review Creation




To enter quality ratings:

1. Select the quality review item from the QualityReview workbasket. A

summary of the interaction or service item to review is presented along with asurvey rating form (Figure 3-50).

Figure 3-50. Enter Quality Review Ratings

2. Select the Work ID link. A pop-up window opens and displays the details of

the work item being reviewed.

3. Enter the quality ratings and reviewer comments and click Submit. A total

score and overall rating is calculated by the system based on the ratings you

entered (Figure 3-51).




Figure 3-51. Review Score and Determine Next Steps

4. Review the results, and indicate whether:

− A coaching session should be performed for this employee. If selected, thequality review is assigned to the employee’s manager to conduct the

coaching session. If no manager is defined to the system, the assignment is

routed to the CoachingSessions workbasket.

− The review should be sent to the employee for comments. If selected, the

quality review is assigned to the employee to review the ratings and enter

comments.

− System enhancements are needed. If selected, the quality review is assigned

to the SystemEnhancements workbasket for evaluation of suggested

changes.

5. When you are finished, click Submit.




To view quality review results:

Customer Process Manager allows authorized users to view quality review rating

information in several locations including the following.

■ Click on the Quality Review Management gadget on their Home Base view

(Figure 3-52) to display a list of Quality Review Reports. For more information

about reports see Chapter 5, Reporting.

Figure 3-52. Quality Review Management Reports

■ When reviewing interactions or service objects , click the Quality Review

Case ID link to view detailed ratings and comments for the selected review

(Figure 3-53).

Figure 3-53. Quality Review Details Shown on Work Review




Reviewing Customer Satisfaction Surveys

Based on your site’s configuration, the Customer Process Manager may send email

surveys to customers to measure how satisfied they were with their interactions. The

system automatically scores these surveys. Completed surveys may be routed for

review based on the overall survey ratings of your company.

1. Select the Customer Satisfaction Survey item from the Survey Review

workbasket. A reference to the interaction type and overall survey rating as

entered by the customer appears (Figure 3-54).

Figure 3-54. Review Customer Satisfaction Ratings

2. Select the Interaction ID link to open a pop-up window with details of the

original interaction item.

3. Enter any review comments and click Submit.




To view customer satisfaction results:

Customer Process Manager allows authorized users view customer satisfaction

survey information in several locations including the following.

■ Cick on the Customer Satisfaction Survey Reports gadget on their reporting

view (Figure 3-55) to display a list of reports. For more information about

reports, see Chapter 5, Reporting.

Figure 3-55. Customer Satisfaction Survey Reports

■ When reviewing interaction objects, click the Survey Case ID link to view

detailed ratings and comments for individual reviews (Figure 3-56).

Figure 3-56. Customer Satisfaction Survey Summary Shown on Interaction Review




Using Sales and Marketing Functions

The sales and marketing functions are:

■ Campaign Management

■ Territory Management

■ Opportunity Processing

Campaign Management

The Campaign Management gadget enables managers and supervisors to manage

and monitor cross-sell, retention, restitution, and reward campaigns.

Note: The Reports gadget (as described in Chapter 5, Reporting) includes a set

of Campaign Reports that allow you to review the status of past, current, and

future campaigns by type; review campaign statistics and scripts; and generate

reports to examine campaign results.

To Add a New Campaign:

Open the Campaign Management section within your home base view and select

Add New Campaign (Figure 3-57).

Figure 3-57. Campaign Management Gadget

The system initiates the Campaign Wizard to automatically take you through the

steps that are required to create the campaign:

1. Entering rule data

2. Entering campaign data

3. Entering Campaign criteria



Working with Pega Customer Process Manager — Using Sales and Marketing Functions 3-55

4. Entering campaign scripts

5. Saving the campaign

6. Viewing the campaign summary

Each of these steps is described on the following pages.




Step 1: Enter Rule Data

1. Enter the appropriate rule data on the input form (Figure 3-58).

Figure 3-58. Enter Rule Data

− Ruleset — contact your system administrator for the appropriate value to

enter.

− Ruleset Version — contact your system administrator for the appropriate

value to enter.

− Class Name — contact your system administrator for the appropriate value

to enter.

− Campaign Name — Enter a name for the campaign (do not include

spaces).

− Product ID — Select a product ID associated with the campaign. To access

a pre-defined set of product IDs, place your cursor in the input box and

press the down arrow key.

2. Click Next. The wizard moves to Step 2




Step 2: Enter Campaign Data

1. Enter the appropriate campaign details (Figure 3-59).

Figure 3-59. Enter Campaign Data − Campaign Name — is the name you entered in Step 1.

− Campaign Type — use the selection box to specify the campaign type.

− Start Date — select the date when the campaign should begin.

− End Date — select the date when the campaign should end.

− Offer Repeat Frequency — enter the number of days that should elapse

before an offer is repeated to a customer

− Offer Priority— enter the priority ranking that the system should use if the

customer qualifies for multiple offers

2. Click Next. The wizard moves to Step 3.




Step 3: Enter Campaign Cri teria

1. Enter the Intent — the rule that defines a selection criterion as shown in

Figure 3-60.

Figure 3-60. Enter Campaign Criteria

2. Optionally, click Add New Intent to add multiple intents.





Step 4: Enter Campaign Scripts

1. Enter the names of the campaign and objection scripts to be used for this

campaign (Figure 3-61).

Figure 3-61. Enter Campaign Scripts

− Campaign Script — used to describe the offer.

− Objection Script — used to respond to an objection presented by the

contact.

Note: If necessary, you can add multiple objection scripts.

2. Click Add/Update Script to enter or modify the text for the script. The system

displays an input form (Figure 3-62).

Figure 3-62. Update Script Form




3. Enter the text and click Save. The system returns to the Enter Campaign

Scripts screen Figure 3-61 on page 3-59.

4. Optionally, continue to add Objection scripts or click Next. The wizard moves

to Step 5.

Step 5: Save Campaign

1. Indicate whether the campaign should be immediately available (Figure 3-63).

Figure 3-63. Save Campaign

2. Click Finish. The system saves the campaign and moves to Step 6.




Step 6: View Campaign Summary

1. Review the campaign details summary (Figure 3-64).

Figure 3-64. View Campaign Summary

2. Click Done to complete the process.

To View an Existing Campaign:

1. Open the Campaign Management section within your home base view and

select View Campaign Details (Figure 3-65).

Figure 3-65. Campaign Management Gadget

2. Use the Status selection box to choose from the following:

− All existing campaigns

− Active

− Planned

− Closed

− Open




3. Use the Type selection box to choose from the following:

− All

− Cross-Sell

− Retention

− Restitution

− Reward

The system displays a list of open campaigns (Figure 3-66).

Figure 3-66. Campaign List

4. Click on a campaign to view the associated details (Figure 3-67).

Figure 3-67. Campaign Details

To Maintain an Existing Campaign:

1. Select an existing campaign as described in the previous section.

2. On the Campaign Details screen (Figure 3-67), click Maintain Campaign. The

system displays the Enter Campaign Data screen from the Campaign Wizard.

3. Modify the information as required, and complete the remaining steps as

described in To Add a New Campaign on page 3-54.




Territory Management

Territory management enables authorized users to define the ownership of accounts,

contacts, business units, and geographic areas to drive the assignment of

opportunities.

To access Territory Management, expand the Territory Management section and

select Register/View Territories. You can register or view a territory assignment by

using either of the following methods:

■ Named Customer Registration — to assign a representative to a specific

customer

■ Territory Characteristics Registration — to assign a representative and

broker to a territory such as a geographic area, a postal code, or an area code

To Search for a Named Customer Regist ration:

1. From the Territory Management Wizard, select Named Customer Registration

along with the desired search category. Search categories include:

− Account

− Contact

− Business Unit

− Representative




2. Enter the appropriate data on the input screen. The input fields vary based

upon the search category. Figure 3-68 shows an input screen for the Search for

Contact option.

Figure 3-68. Named Customer Registration Search

3. Click Search. The system displays a list of existing territory registrations that

meet the search criteria (Figure 3-69).

.

Figure 3-69. Named Customer Territory List




To Add a New Named Customer Registration:

1. From the Territory List (Figure 3-69), click Add. The system displays the

Details screen with defaulted information (Figure 3-70).

Figure 3-70. Contact Details Add Screen




2. Enter or modify the information as appropriate, and click Add to create the

new registration. The system displays a confirmation that the new record has

been added (Figure 3-71).

Figure 3-71.Territory Add Confirmation Screen

3. Click Refresh List to view the addition to the Territory List (Figure 3-72).

Figure 3-72. Updated Territory List




To Search for a Territory Characteristic Registration:

1. From the Territory Management Wizard, select Territory Registration along

with the desired search category. Search categories include:

− Territory Characteristics

− Representative

2. Enter the appropriate data on the input screen. The input fields will vary based

upon the search category. Figure 3-68 shows an input screen for the Search for

Territory Characteristics option.

Figure 3-73. Territory Characteristics Registration Search

3. Click Search. The system displays a list of existing territory registrations thatmeet the search criteria (Figure 3-74).

Figure 3-74.Territory Characteristics Territory List




To Add a New Territory Characteristics Registration:

1. From the Territory List (Figure 3-74), click Add. The system displays the

Details screen with defaulted information (Figure 3-75).

Figure 3-75. Territory Details Add Screen

2. Enter or modify the information as appropriate, and click Add to create the

new registration. The system displays a confirmation that the new record hasbeen added (Figure 3-76).

Figure 3-76. Territory Add Confirmation




3. Click Refresh List to view the addition to the Territory List (Figure 3-77).

Figure 3-77. Updated Territory List

To View and/or Update an Existing Territory Characteristic:

1. From the list of existing territory registrations, click an entry to view the

associated details.

2. Perform one of the following actions:

− To modify the item — enter the correct information and click Save

− To remove the item — click Delete

− To find another item — click New Search

− To return to your Home Base without other action — click Cancel

Opportunity Processing

You can create opportunities in the context of a live or non-live interaction, or as part

of a research session. Once the opportunities have been created, sales

representatives, sales managers, and other authorized users can continue to work

these opportunities.

To Add a New Opportunity:

Instructions for adding a new opportunity are included in Entering a Sales

Opportunity in Chapter 4, Understanding Customer Process Manager Business

Processing.




Opportunity Assignment

When an opportunity is created, the system routes the request to the worklist for the

appropriate sales representative, according to Named Customer and/or Territory

Characteristic registrations. The routing logic is discussed in Chapter 4,

Understanding Customer Process Manager Business Processing.

If the system does not find named customer or territory registrations, it assigns the

opportunity to the Opportunities workbasket where it can be accessed by any

authorized user.

My Opportunities

Authorized users can expand the My Opportunities gadget in their portal view to see

a list of the opportunities assigned to them (Figure 3-78).

Figure 3-78. My Opportunities

To work an opportunity, click on the individual item. You can perform activities

including sending correspondence or material fulfillment, and schedule activitiessuch as calls, tasks, and appointments. For more information see in Chapter 4,

Understanding Customer Process Manager Business Processing.

Opportunity Reporting

Refer to Chapter 5, Reporting for a list of available opportunity reports.



Chapter 4

Understanding Customer Process Manager Business Processing

Processing in Customer Process Manager is controlled by “flows.” Many flows

interact with each other and they determine which screens you see and what

processing occurs in the background. Customer Process Manager includes two types

of flows, Interaction flows and Service flows. Interaction flows are used when CSRs

are interacting with customers or contacts. Service flows are used to process

customer service requests during an interaction.

This chapter provides information about Service flows. The flows in this chapter are

listed in Figure 4-1.

For information about Interaction flows see Chapter 3, “Working with Pega

Customer Process Manager” and Appendix A, “Sample Visio Workflows.”



4-2 Pega Customer Process Manager User Guide — Understanding Customer Process Manager Business Processing

Process Description

Category wi thin

Business

Processes Menu

Page

Number

Account Address Change Change the address of the account

on your company’s system of

record.

Account 4-5

Add Business Unit Add a new business unit Accessible via search

functions

4-9

Add Contact Add a new contact Accessible via search

functions

4-15

Close Account Close an account and present

retention offers to the caller.

Account 4-20

Communicate Message Access a specific communications

script (such as a new customer

welcome message) that applies to

the contact.

Suggested by

Customer Process

Manager, based on

your business rules

4-28

Complaint/Compliment Record a complaint or compliment

during an interaction and present

system-determined restitution or

reward offers to a customer.

General 4-30

Diagnose Issue Diagnose a problem or situation

based on your company’s

knowledge rules.

General 4-40

Frequently Asked Questions

(FAQ)

Browse and search for your

company’s knowledge base topics.

General 4-41

General Service Case Create a general service item. Use

this process to capture and route

work when an automated workflow

has not been created.

General 4-46



Understanding Customer Process Manager Business Processing — Changing an Account Address 4-3

Process Description

Category wi thin

Business

Processes Menu

Page

Number

Materials Fulfillment Order materials (such as product

collateral or company information)

to be sent to a customer.

General 4-49

Modify Account Links View and maintain a list of

accounts associated with a

contact.

Contact and Account

Owner

4-54

Modify Business Unit Links View and maintain a list of a

business units associated with a

contact or account.

Contact and Account

Owner

4-59

Modify Contact Links View and modify the contacts

associated with an account.

Account and Account

Owner

4-63

Open New Account Submit a new account application. General and Account 4-68

Opportunity Add, view, and modify sales

opportunities.

General 4-73

Override SLA Set SLA profile overrides to

designate priority handling of

customer requests.

General 4-81

Quick Add Contact Add a new contact (similar to Add

Contact, but with fewer fields)

Accessible via search

functions

4-84

Schedule Activity Schedule a follow-up call, task, or

appointment during an interaction.

General 4-87

Send Correspondence Generate an e-mail, fax, or mail

document to a customer, based on

available templates.

General 4-90

Statement Copy Submit a statement photocopy

request on behalf of a caller.

Account 4-95




Process Description

Category wi thin

Business

Processes Menu

Page

Number

Suggested Item Review Review prior work item for a

customer, as suggested by the

system. Suggested Processes 4-99

Suggested Offers Select and present cross-sell and

other offers to a customer.

Generally available 4-102

Transaction Dispute Create a dispute-transact ion case,

at the request of the caller.

Account 4-111

Update Business Unit Details View and maintain information

associated with a business unit

including name, tax ID, customer

type, and so on.

Business Unit 4-115

Update Business Unit Address

Details

View and maintain address


business unit.

Business Unit 4-117

Update Business Unit

Communication Details

View and maintain communication


business unit including phone

numbers, Email addresses, and so

on.

Business Unit 4-120

Update Contact Address Update contact address

information.

Contact 4-123

Update Contact Communications

Options


options.

Contact 4-127

Update Contact Name and

Profile

Change the contact’s name, and

edit the personal profile.

Contact 4-130

Figure 4-1. Flows Described in this Chapter




Changing an Account Address

The Account Address Change flow lets you change the address and communication

information on the current account in view, as well as for other related accounts that

are owned by the customer. The actions that it displays are:

■ Change Address

■ Change Additional Addresses

■ Confirmation of Account Address Change

These actions are described in the following sections. The Account Address Change

flow is shown in Figure 4-5 on page 4-8.

Change Address

This action changes the address and communication information for an account. This

step is part of the ChangeAddress shape of the flow diagram shown in Figure 4-5 on

page 4-8.

To change the account address:

1. Confirm that the Change Address action is selected from the Take Action

selection box. Customer Process Manager displays a form for the customer’s

address and communication information, similar to Figure 4-2.

Figure 4-2. Change Address Section




2. Fill in the fields for the information that the customer would like to change.

3. Click Submit.

Business ProcessingCustomer Process Manager updates the external system of record with the modified

address and communication information for the account. It creates two pieces of

correspondence; one confirmation letter to be sent to the owner of the account at the

old address and one confirmation letter to be sent to the owner of the account at the

new address.

Change Addit ional Addresses

Customer Process Manager also checks whether or not the customer has any other

accounts that might also need to be updated. If the customer is the owner or co-owner on other accounts, Customer Process Manager displays a list of the other

accounts. This step is part of the ChangeAdditionalAddresses shape of the flow

diagram shown in Figure 4-5 on page 4-8.

To change another address:

1. Confirm that the Change Additional Addresses action is selected from the

Take Action selection box. Customer Process Manager displays a list of all the

other accounts for which this customer is the owner or co-owner, similar to

Figure 4-3.

Figure 4-3. Change Additional Addresses Section




2. If the customer also wants to change the address on any other accounts, select

the check box for each of the other accounts. To change the address on all the

accounts listed, click the All button.

3. Click Submit.

Confirmation of Account Address Change

This step confirms the details of the request and displays the case number,

fee charged, goal and deadline dates, and status. This step is part of the

ChangeAdditionalAddresses shape of the flow diagram shown in Figure 4-5 on

page 4-8.

To confirm the request:

Customer Process Manager displays the details of the request, similar to Figure 4-4. Review the details and click Submit.

Figure 4-4. Confirmation Section

Business Processing

Customer Process Manager updates the external system with the modified address

and communication information for every account selected. For every account

selected, Customer Process Manager also creates two pieces of correspondence; one

confirmation letter to be sent to the owner of the account at the old address, and one

confirmation letter to be sent to the owner of the account at the new address.




Account Address Change Flow Diagram

The Account Address Change flow diagram shows the steps to change the address

and communication information on the current account in view, as well as for other

related accounts that are owned by the customer.

Figure 4-5. Flow Diagram for Account Address Change Flow



Understanding Customer Process Manager Business Processing — Adding a Business Unit 4-9

Adding a Business Unit

The Add Business Unit flow lets you update external systems with a new business

unit. The actions that it displays are:

■ Add New Business Unit

■ Add Primary Communication

■ Add Additional Details

These actions are described in the following sections. The Add Business Unit flow is

shown in Figure 4-12 on page 4-14.

Add New Business Unit

This action adds a new business unit. It is available when you search for business

unit information. This step is part of the AddBusinessDetails shape of the flow

diagram shown in Figure 4-12 on page 4-14.

To create a new business unit:

1. Select Find a Business Unit from the Take Action Selection box.

Figure 4-6. Search Section




2. Enter your search criteria.

Figure 4-7. Search Criteria Section

3. Click Submit.

4. From the search results screen, select the action Add New Business Unit from

the Take Action selection box

5. Click Submit. Customer Process Manager displays a form for the business unit

information (Figure 4-8).

Figure 4-8. New Business Unit Section




6. Enter the information for the business unit. The business unit name, status,

industry code, customer type, and primary address fields are required.

Figure 4-9. Business Unit Details Section

7. Click Submit.

Add Primary Communication

This action adds communication option information to the business unit record. This

step is part of the AddPrimaryCommunication shape of the flow diagram shown in

Figure 4-12 on page 4-14.

1. Customer Process Manager displays a form for the business unit’s

communication options information (Figure 4-10).

Figure 4-10. Add Primary Communication Section




2. Enter communications options for the contact:

− Select a primary phone destination (home, business, mobile, emergency,

pager, or Telex) and enter the number.

− Select a primary fax destination (home or business) and enter the number.

− Select a primary e-mail destination (home or business) and enter the

address.

3. Click Submit.

Add Additional Details

This action adds additional address or communication information to the business

unit record. This step is part of the AddAdditionalDetails shape of the flow diagram


1. Customer Process Manager displays a form for the business unit details

(Figure 4-11).

Figure 4-11. New Business Details Section

2. Optionally, you can add another address for this business. Select Add

Additional Business Address from the selection box. An Additional Addresses

section appears. Enter address information and click Submit.




3. Optionally, you can add more contact information for this business. Select

Add Additional Business Communication from the selection box. An

Additional Communication Options section appears. Select a communication

type, enter communication option information, and click Submit.

4. When you finish adding additional information, click Submit.

Business Processing

Customer Process Manager updates the external system with the business unit

information. This flow makes an entry in the interaction log, but does not create a

separate work object.




Add Business Unit Flow Diagram

The Add Business Unit flow diagram shows the steps to update external systems

with a new business unit.

Figure 4-12. Flow Diagram for Add Business Unit Flow



Understanding Customer Process Manager Business Processing — Adding a Contact 4-15

Adding a Contact

The Add Contact flow lets you add a new contact to external systems. The actions

that it displays are:

■ New Contact

■ Enter Contact Communication Options

■ Enter Primary Contact Addresses

■ Enter Additional Contact Addresses

These actions are described in the following sections. The Add Contact flow is


New Contact

This action adds a new contact. It is available as a selection in the Take Action box

when you review search results for an account or contact. This step is part of the

NewContact shape of the flow diagram shown in Figure 4-18 on page 4-19.

To create a new contact:

1. From a search results screen, select the action Create New Contact from the

Take Action selection box.

Figure 4-13. Create New Contact Selection




2. Click Submit. Customer Process Manager displays a form for the customer’s

contact information (Figure 4-14).

Figure 4-14. New Contact Section

3. Enter the information for the contact. The first name, last name, gender,

communication preferences, and verification settings fields are required.

4. Click Submit.

Enter Contact Communication Options

This action adds communication option information to the contact record. This step

is part of the AddContactCommunicationOptions shape of the flow diagram shown

in Figure 4-18 on page 4-19.

1. Customer Process Manager displays a form for the contact’s communication

options information (Figure 4-15).

Figure 4-15. Update Contact Communication Options Section




2. Enter communications options for the contact. Information is optional except

for the preferred communication option, which you specified on the previous

screen. This is marked with a red asterisk (*) and must be specified:

− Select a primary phone destination (home, business, mobile, emergency,

pager, or Telex) and enter the number.

− Select a primary fax destination (home or business) and enter the number.

− Select a primary e-mail destination (home or business) and enter the

address.

3. When you finish, click Submit.

Enter Primary Contact Addresses

This action adds address information to the contact record. This step is part of the

AddContactAddress shape of the flow diagram shown in Figure 4-18 on page 4-19.

1. Customer Process Manager displays a form for the customer’s contact


Figure 4-16. Primary Contact Addresses Section

2. Select the address type (billing, business, home, secondary, service, or

shipping).

3. Enter primary address information.

4. Click Submit.




Enter Addi tional Contact Addresses

This action adds address information to the contact record. This step is part of the

ContactAdditionalAddresses shape of the flow diagram shown in Figure 4-18 on

page 4-19.

1. Customer Process Manager displays a form for the customer’s contact


Figure 4-17. Additional Contact Addresses Section

2. Optionally, if there is additional contact address information available, select

the address type (billing, business, home, secondary, service, or shipping).

3. Optionally, enter additional address information.

4. Click Submit.

Business Processing

Customer Process Manager updates the external system with the new contact






Add Contact Flow Diagram

The Add Contact flow diagram shows the steps to add a new contact to external

systems.

Figure 4-18. Flow Diagram for Add Contact Flow




Closing an Account

The Close Account flow is used when a customer requests that an account be closed.

Before processing the close request, the flow retrieves and presents offers intended to

retain the customer. The actions that it might display are:

■ Select Reason

■ Process Offer

■ Accept Offer

■ Confirmation of Offer Presentation

■ Reject Offer

■ Confirmation of Close Account

These actions are described in the following sections. The Close Account flow is




Understanding Customer Process Manager Business Processing — Closing an Account 4-21

Select Reason

This action lets you specify the reason that the customer wants to close the account.

This step is part of the CloseOrRetainAccount shape on the flow diagram shown in


To specify the reason:

1. Confirm that the Select Reason action is selected from the Take Action

selection box. Customer Process Manager displays reason information, similar

to Figure 4-19.

Figure 4-19. Reason Section

2. Fill in the requested information.

3. Click Submit.

Business Processing

Customer Process Manager checks to see if the customer meets specified campaign

criteria for your site’s retention campaigns. If so, Customer Process Manager

displays the appropriate offers.

Note: See also “Presenting a Suggested Offer” on page 4-115 for more

information about presenting offers.




Process Offer

This action lets you present a retention offer to the customer. This step is part of the

PresentOffers shape on the flow diagram shown in Figure 4-25 on page 4-27.

To process an offer:

1. Confirm that the Process Offer action is selected from the Take Action

selection box. Customer Process Manager displays offer information, similar

to Figure 4-20.

Figure 4-20. Present Offer Section

2. Select the offer.

3. Click Submit.




Accept Offer

This action lets you accept a retention offer. This step is part of the GetPresentOffer

shape of the flow diagram shown in Figure 4-100 on page 4-108. This flow is in the

section for “Presenting a Suggested Offer” because both the Suggested Offers flow

and the Close Account flow use the Suggested Offers flow for this process.

To accept an offer:

1. Confirm that the Accept Offer action is selected from the Take Action

selection box. Customer Process Manager displays offer information, similar

to Figure 4-21. If the customer rejects the offer, see Reject Offer on page 4-25.

Figure 4-21. Accept Offer Section

2. Review the offer with the customer.

3. When the customer agrees to the offer, click Submit.




Confirmation of Offer Presentation


fee charged, goal and deadline dates, and status. This step is part of theProcessOpportunity shape of the flow diagram shown in Figure 4-101 on

page 4-109. This flow is in the section for “Presenting a Suggested Offer” because

both the Suggested Offers flow and the Close Account flow use the Handle

Opportunity flow for this confirmation section.

To confirm the offer:

Customer Process Manager displays the details of the case, similar to Figure 4-22.

Review the details and click Submit.


Business Processing

Customer Process Manager routes the request to the Opportunities workbasket for

further processing. Any user with access to the Opportunities workbasket can later

retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending

on your site’s configuration, this flow may be further automated.

Customer Process Manager also cancels the Close Account request.




Reject Offer

This action lets you reject a retention offer. This step is part of the GetPresentOffer

shape of the flow diagram shown in Figure 4-100 on page 4-108. This flow is in the

section for “Presenting a Suggested Offer” because both the Suggested Offers flow

and the Close Account flow use the Suggested Offers flow for this process.

To reject an offer:

1. Confirm that the Reject Offer action is selected from the Take Action selection

box. Customer Process Manager displays offer information, similar to Figure

4-23. If the customer accepts the offer, see Accept Offer on page 4-23.

Figure 4-23. Reject Offer Section

2. Review the offer with the customer.

3. When the customer rejects to the offer, enter a reason and comments

4. Click Submit.




Confirmation of Close Account



CloseAccount shape of the flow diagram shown in Figure 4-25 on page 4-27.


Customer Process Manager displays the details of the account, similar to Figure

4-24. Review the details and click Submit.


Business Processing

Customer Process Manager routes the request to the AccountMaintenance

workbasket for further processing. Any user with access to the AccountMaintenance

workbasket can later retrieve the item and edit it, cancel it, or attach a file, screenshot, or note. Depending on your site’s configuration, this flow may be further

automated.




Close Account Flow Diagram

The Close Account flow is used when a customer requests that an account be closed.

Before processing the close request, the flow retrieves and presents offers intended toretain the customer.

Figure 4-25. Flow Diagram for Close Account Flow




Communicating a Message

The Communicate Message flow lets you deliver a customer-specific message that

has been selected according to your company’s business rules. For example, this

could be a welcome message for new customers. The steps required to perform this

task are included in a single action — Communicate Message. This action is

described in the following sections. The Communicate Message flow is shown in


Communicate Message

This action lets deliver a message to a customer. This step is part of the

DisplayMessage shape on the flow diagram shown in Figure 4-27 on page 4-29.

To communicate the message:Customer Process Manager displays the text of the message, similar to Figure 4-26.

Deliver the message to the customer and click Submit.

Figure 4-26. Communicate Message Section

Business Processing

This flow makes an entry in the interaction log, but does not create a separate work

object.



Understanding Customer Process Manager Business Processing — Communicating a Message 4-29

Communicate Message Flow Diagram

The Communicate Message flow diagram shows the steps to deliver a customer-

specific message that has been selected according to your company’s business rules.

For example, this could be a welcome message for new customers.

Figure 4-27. Flow Diagram for Communicate Message Flow




Entering Complaints or Compliments

The Complaint/Compliment flow is used when a complaint or a compliment is

received from a customer. The flow processes the complaint and also retrieves any

applicable restitution or reward offers. The actions that it might display are:

■ Complaint or Compliment

■ Process Offer

■ Accept Offer


■ Confirmation of Complaint

These actions are described in the following sections. The Complaint/Compliment




Understanding Customer Process Manager Business Processing — Entering Complaints or Compliments 4-31

Complaint or Compliment

This action lets you specify the specific issue that the customer is reporting. This step

is part of the GetComplaint shape on the flow diagram shown in Figure 4-33 on page

4-36.

To specify the complaint or compliment:

1. Confirm that the Complaint or Compliment action is selected from the Take

Action selection box. Customer Process Manager displays selection boxes for

category and reason, similar to Figure 4-28.

Figure 4-28. Complaint Details Section

2. Use the selection boxes for Category and Reason to specify the type of issue

that the customer is concerned about. Enter comments and a compensation

amount, if appropriate.

3. Click Submit.

Business Processing

Customer Process Manager checks to see if the customer meets specified campaign

criteria for your company’s restitution and reward campaigns. If so, Customer

Process Manager displays the appropriate offers. If there are appropriate offers, the

Complaint/Compliment flow calls the Suggested Offers flow.




.

If there are no appropriate offers, the flow advances immediately to Confirmation of

Process Offer

is action lets you present an offer to a customer if the customer meets the specified

To process the offer:


r,

For more information about this flow, see Presenting a Suggested Item on page 4-99

Complaint on page 4-35.

Th

criteria for your company’s restitution and reward campaigns. This step is part of the

PresentOffers shape on the flow diagram shown in Figure 4-33 on page 4-36.

selection box. Customer Process Manager displays the details of the offesimilar to Figure 4-29.

Figure 4-29. Process Offer Section

2. Select the offer and click Submit.

Business Processing

omer Process Manager calls the Suggested Offers flow.If an offer is selected, Cust

For more information about this flow, see Presenting a Suggested Item on 4-99.




Accept Offer

This action lets you accept the offer presented. This step is part of the

GetPresentOffer shape on the flow diagram shown in Figure 4-100 on

page 4-108.

To accept the offer:


selection box. Customer Process Manager displays the details of the offer,

similar to Figure 4-30. If the customer rejects the offer, or wants more

information, select the appropriate action from the Take Action selection box.

Figure 4-30. Accept Offer Section

2. Review the details of the offer and click Submit.





This step confirms the details of the offer and displays the case number, fee charged,

goal and deadline dates, and status. This step is part of the ProcessOpportunity shape

of the flow diagram shown in Figure 4-101 on page 4-109.


Customer Process Manager displays the details of the offer, similar to Figure 4-31.

Review the details of the offer and click Submit.

Figure 4-31. Confirmation of Offer Section




Confirmation of Complaint or Compliment

This step confirms the details of the complaint or compliment and displays the case

number, fee charged, goal and deadline dates, and status. This step is part of the

ComplaintOrCompliment shape of the flow diagram shown in Figure 4-33 on page

4-36.

To confirm the complaint or compliment:

Customer Process Manager displays the details of the complaint or compliment,

similar to Figure 4-32. Review the details of the complaint or compliment and click

Submit.

Figure 4-32. Confirmation of Complaint Section

Business Processing

Customer Process Manager routes the complaint or compliment to the Complaints

workbasket for further processing. Any user with access to the Complaintsworkbasket can later retrieve the item and edit it, cancel it, or attach a file, screen

shot, or note. Depending on your site’s configuration, this flow may be further

automated according to your company’s business needs.




Complaint/Compliment Flow Diagram

The Complaint/Compliment flow diagram shows the steps when a complaint or a

compliment is received from a customer. The flow processes the complaint and also

retrieves any applicable restitution or reward offers, based on your company’s

campaigns.

Figure 4-33. Flow Diagram for Complaint/Compliment Flow



Understanding Customer Process Manager Business Processing — Diagnosing Issues 4-37

Diagnosing Issues

The Diagnostic Issue flow (Figure 4-36) prompts you with questions needed in order

to diagnose a problem or situation. These questions are based on your site’s

configuration. More than one diagnostic process may be available on your system.

The actions that the Diagnostic process displays are:

■ Diagnose Issue

■ Confirm Knowledge Topic

These actions are described in the following sections.

Diagnose Issue

This action lets you diagnose problems or situations defined by your site’s rules.

This step is part of the Diagnose Issue shape of the sample diagnostic process flow

diagram shown in Figure 4-36.




To diagnose an issue:

Enter the requested information as prompted by the system and click Submit.

Customer Process Manager will iteratively prompt with additional questions based

on your site’s rules. You can change a previous entry, and the system will re-

determine what questions need to be re-entered. When the diagnostic procedure is

complete, click Submit a final time (Figure 4-34).

Figure 4-34. Diagnose Issue Section

Confirm Knowledge Topic

This action lets you enter any additional research actions required to resolve this

diagnostic process. You can also enter any suggested changes to the knowledge

topic. This step is part of the Confirm Knowledge Topic shape of the Wrap Up

Knowledge Process flow diagram shown in Figure 4-41 on page 4-45.



Understanding Customer Process Manager Business Processing — Diagnosing Issues 4-39

To confirm the knowledge topic:

Indicate whether additional research is required to complete the customer inquiry

and enter research notes, if desired, as shown in Figure 4-35. If you wish to

suggest a change to the diagnostic knowledge content, indicate this and enter your

suggestions.

Figure 4-35. Confirm Knowledge Topic Section

Business Processing

Inquires that require further research are routed by Customer Process Manager to the

General Service workbasket. Users with access to this workbasket can later retrieve

the item and update it, cancel it, or attach a file, screen shot, or note to it.

Suggested changes to knowledge topics are routed to by Customer Process Manager

to the Knowledge Update workbasket. Users with access to this workbasket can later

retrieve the item to review suggested changes and enter whether they will be

implemented.




Diagnose Issue Flow Diagram

The Diagnose Issue flow diagram shows the steps to answer customer problems or

situations.

Figure 4-36. Diagnose Issue Flow Diagram



Understanding Customer Process Manager Business Processing — Using Frequently Asked Questions 4-41

Using Frequently Asked Questions

The Frequently Asked Questions (FAQ) flow (Figure 4-40) lets you browse and

search for your site’s knowledge topics that can include documents, web sites, and

other content. More than one FAQ process may be available based on your site’s

configuration. The actions that the FAQ process displays are:

■ Browse or Search for Topics

■ Confirm Knowledge Topics

Browse or Search Topics

This action lets you browse or search for frequently asked knowledge topics by

category. This step is part of the Identify Topic shape in the Frequently Asked

Questions flow diagram shown in Figure 4-40.

To browse topics:

Select the topic category and click Submit. A list of topics for the category you

selected is displayed (Figure 4-37). The list is sorted by the number of “hits” which

is the number of times that topic resolved FAQ inquiries for this category. By

clicking the View Content link next to each topic, a pop-up window opens to display

contents.

Figure 4-37. Browse Topics Section




To search for topics:

From the Take Action selection box, select the Search Topics option.. Enter search

text and click Search to see a list of topics that include the text you entered (Figure

4-38). Clicking the View Content link next to each topic opens a pop-up window to

display its contents.

Figure 4-38. Search Topics Section

Confirm Knowledge Topic

This action lets you enter any additional research actions required to satisfy the

customer inquiry. You can also enter any suggested changes to the knowledge topic.

This step is part of the Confirm Knowledge Topic shape of the Wrap-Up Knowledge

Process flow diagram shown in Figure 4-41.




To confirm the knowledge topic:

Indicate whether additional research is required to complete the customer inquiry and

enter research notes, if desired, as shown in Figure 4-39. If you wish to suggest a

change to the knowledge topic content, indicate this and enter your suggestions.

Figure 4-39. Confirm Knowledge Topic Section

Business Processing

Inquires to Customer Process Manager that require further research are routed to the

General Service workbasket. Users with access to this workbasket can retrieve the

item and update it, cancel it, or attach a file, screen shot, or note to it.

Suggested changes to knowledge topics for Customer Process Manager are routed to

the Knowledge Update workbasket. Users with access to this workbasket can

retrieve the item to review suggested changes and enter whether they are

implemented.




Frequently Asked Questions Flow Diagram

The Frequently Asked Questions flow diagram (Figure 4-40) shows the steps to

browse and search for knowledge topics.

Figure 4-40. Frequently Asked Questions Flow Diagram




Wrap-Up Knowledge Process Flow Diagram

The Wrap-Up Knowledge Process flow diagram (Figure 4-41) shows the steps to

confirm and finalize knowledge processes. It is called by Frequently AskedQuestions (FAQ) flow and Diagnostic Issue flow.

Figure 4-41. Wrap-Up Knowledge Process Flow Diagram




Creating a General Service Item

The General Service Case flow is used to create a general service item to capture and

route work when an automated workflow does not exist. The steps required to

perform this task are included in a single action — Enter Request Details. This action

and the associated steps are described in the following sections. The General Service

Case flow is shown in Figure 4-44 on page 4-48.

Enter Request Details

This action lets you specify details about the type of service item you wish to create.

The steps described below are part of the Get Reason shape on the flow diagram


To enter request details:

1. Confirm that the Enter Request Details action is selected from the Take Action

selection box. Customer Process Manager displays an input screen as shown in

Figure 4-42.

Figure 4-42. Request Details Section



Understanding Customer Process Manager Business Processing — Creating a General Service Item 4-47

2. Enter the appropriate information and click Submit. Customer Process

Manager displays a confirmation screen, similar to that shown in Figure 4-43.

Figure 4-43. General Service Item Confirmation

3. Review the confirmation and click Submit.

Business Processing

Customer Process Manager routes the item to the GeneralService workbasket for

further processing. Any user with access to the GeneralService workbasket can later

retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending

on your site’s configuration, this flow may be further automated according to your

company’s business needs.




General Service Case Flow Diagram

The General Service Case flow diagram shows the steps to create a general service

item to capture and route work when an automated workflow does not exist.

Figure 4-44. Flow Diagram for General Service Case Flow



Understanding Customer Process Manager Business Processing — Sending Material 4-49

Sending Material

The Material Fulfillment flow is used to select material, such as marketing collateral

to be sent to a customer. The flow also lets you specify the distribution method. The

actions that it might display are:

■ Select Material

■ Select Distribution Method

■ Confirmation of Materials Fulfillment

These actions are described in the following sections. The Material Fulfillment flow

is shown in Figure 4-48 on page 4-52.

Select Material

This action lets you select the specific material that the customer would like to

receive. This step is part of the CAMaterialFulfillment shape on the flow diagram


To select material:

1. Confirm that the Select Material List action is selected from the Take Action

selection box. Customer Process Manager displays a list of your company’s

material, similar to Figure 4-45.

Figure 4-45. List of Material Section




2. Enter the requested information.

3. Click Submit.

Select Distribution MethodThis action lets you specify the distribution method that the customer prefers. This

step is part of the SelectDistributionMethod shape on the flow diagram shown in


To specify the distribution method:

1. Confirm that the Select Distribution Method action is selected from the Take

Action selection box. Customer Process Manager displays distribution

information, similar to Figure 4-46.

Figure 4-46. Distribution Details Section


3. Click Submit.




Confirmation of Materials Fulfillment



AssignToWorkBasket shape of the flow diagram shown in Figure 4-49 on page 4-53.


Customer Process Manager displays the details of the request, similar to Figure 4-47.



Business Processing

Customer Process Manager routes the request to the MaterialFulfillment workbasket

for further processing. Any user with access to the MaterialFulfillment workbasket

can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note.

Depending on your site’s configuration, this flow may be further automated

according to your company’s business needs.




Request Material Fulfi llment Flow Diagram

The Request Material Fulfillment flow is used to select material, such as marketing

collateral to be sent to a customer. The flow also lets you specify the distribution

method.

Figure 4-48. Flow Diagram for Request Material Fulfillment Flow




Resolve Material Fulfillment Flow Diagram

The Resolve Material Fulfillment flow diagram shows the steps to resolve the

materials fulfillment request.

Figure 4-49. Flow Diagram for Resolve Material Fulfillment Flow




Modifying Account Links

The Modify Account Links flow is used to add or remove a link between a contact

and an account. The actions that it might display are:

■ Search for Accounts to Link

■ Link a New Account to a Contact

■ Verify – Link a New Account

■ Unlink an Account

These actions are described in the following sections. The Modify Account Links


Search for Accounts to Link

This action lets you search for the account to link to. This step is part of the

ModifyContactAcctAssociations shape on the flow diagram shown in Figure 4-54 on

page 4-58.

To search for accounts:

1. Confirm that the Search for Accounts to Link action is selected from the Take

Action selection box. Customer Process Manager displays a list of accounts to

which the contact is currently linked, similar to Figure 4-50.

Figure 4-50. Search for Account Section



Understanding Customer Process Manager Business Processing — Modifying Account Links 4-55

2. Enter the account number.

3. Click Submit.

Link a New Account to a ContactThis action lets you specify the relation that the contact should have to the account.

This step is part of the SearchForAccountsToLink shape on the flow diagram shown


To link an account to a contact:

1. Confirm that the Link a New Account to a Contact action is selected from the

Take Action selection box. Customer Process Manager displays a list of

accounts that match your search criteria, similar to Figure 4-51.

Figure 4-51. Association Section

2. Select the account and select the relation of the account and the contact.

3. Click Submit.




Verify – Link a New Account

This action lets you verify the new link information. The step is part of the

VerifyAddNewLink shape on the flow diagram shown in Figure 4-54 on page 4-58.

To verify the link:

Customer Process Manager displays the details of the link, similar to Figure 4-52.


Figure 4-52. Verify Link Section

Business Processing

Customer Process Manager updates the external system with new or updated link





Understanding Customer Process Manager Business Processing — Modifying Account Links 4-57

Unlink an Account

This action lets you specify an account to unlink from a contact. This step is part of

the ModifyAcctContactAssociations shape on the flow diagram shown in Figure

4-54 on page 4-58.

To unlink an account:

1. Select the UnLink an Account action from the Take Action selection box.

Customer Process Manager displays a list of accounts currently linked to the

contact, similar to Figure 4-53.

Figure 4-53. Unlink an Account Section

2. Click the name of the account that you would like to unlink from the contact.

3. Check the Confirm Unlink box.

4. Click Submit.

Business Processing

Customer Process Manager updates the external system with updated link






Modify Account Links Flow Diagram

The Modify Account Links flow diagram shows the steps to add or remove a link

between a contact and an account.

Figure 4-54. Flow Diagram for Modify Account Links Flow



Understanding Customer Process Manager Business Processing — Modifying Business Unit Links 4-59

Modifying Business Unit Links

The Modify Business Unit Links flow is used to add or remove a link between a

contact and an account. The actions that it might display are:

■ Search for Business Units to Link

■ Link a New Business Unit to a Contact

■ Verify – Link a New Business Unit

These actions are described in the following sections. The Modify Business Unit

Links flow is shown in Figure 4-58 on page 4-62.

Search for Business Units to Link

This action lets you search for the business unit to link to. This step is part of the

ModifyContactBUAssociations shape on the flow diagram shown in Figure 4-58 on

page 4-62.

To search for business units:

1. Confirm that the Search for Business Units to Link action is selected from the


business units currently linked to the contact, similar to Figure 4-55.

Figure 4-55. Search for Business Units Section




2. Enter the business unit name or business unit ID number.

3. Click Submit.

Link a New Business Unit to a ContactThis action lets you specify the relation that the contact should have to the business

unit. This step is part of the SearchForBUsToLink shape on the flow diagram shown


To link a business unit to a contact:

1. Confirm that the Link a New Business Unit to a Contact action is selected

from the Take Action selection box. Customer Process Manager displays a list

of business units that match your search criteria, similar to Figure 4-56.


2. Select the account and the relation.

3. Click Submit.



Understanding Customer Process Manager Business Processing — Modifying Business Unit Links 4-61

Verify – Link a New Business Unit



To verify the link:




Business Processing







Modify Business Unit Links Flow Diagram

The Modify Business Unit Links flow diagram shows the steps to add or remove a

link between a contact and a business unit.

Figure 4-58. Flow Diagram for Modify Business Unit Links Flow



Understanding Customer Process Manager Business Processing — Modifying Contact Links 4-63

Modifying Contact Links

The Modify Contact Links flow is used to add or remove a link between an account

and a contact. The actions that it might display are:

■ Search for Contacts to Link

■ Link a New Contact

■ Verify – Link a New Contact

■ Unlink a Contact

These actions are described in the following sections. The Modify Account Links


Search for Contacts to Link

This action lets you search for the contact to link to. This step is part of the

ModifyAcctContactAssociations shape on the flow diagram shown in Figure 4-63 on

page 4-67.

To search for accounts:

1. Confirm that the Search for Contacts to Link action is selected from the Take

Action selection box. Customer Process Manager displays a list of contacts

currently linked to the account, similar to Figure 4-59.

Figure 4-59. Search for Contacts Section




2. If the contact that you want linked to the account does not appear in the list of

contacts that are currently linked to the account, enter the contact’s name.

3. Click Submit.

Link a New Contact

This action lets you specify the relation that the contact should have to the account.

This step is part of the SearchForContactsToLink shape on the flow diagram shown


To link a contact to an account:

1. Confirm that the Link a New Contact action is selected from the Take Action

selection box. Customer Process Manager displays the list of contacts thatmatch your critera, similar to Figure 4-60.


2. Select the contact and select the relation of the contact to the account.

3. Click Submit.




Verify – Link a New Contact



To verify the link:




Business Processing







Unlink a Contact

This action lets you specify a contact to unlink from an account. This step is part of

the ModifyAcctContactAssociations shape on the flow diagram shown in Figure

4-63 on page 4-67.

To unlink a contact:

1. Select the UnLink a Contact action from the Take Action selection box.

Customer Process Manager displays a list of contacts currently linked to the

account, similar to Figure 4-62.

Figure 4-62. Unlink a Contact Section

2. Click the name of the contact that you would like to unlink from the account.

3. Check the Confirm Unlink box.

4. Click Submit.

Business Processing

Customer Process Manager updates the external system with updated link






Modify Contact Links Flow Diagram

The Modify Contact Links flow diagram shows the steps to add or remove a link

between an account and a contact.

Figure 4-63. Flow Diagram for Modify Contact Links Flow




Opening a New Account

The Open New Account flow processes a new account application by letting you

select the product type and then starting the appropriate NewAccountApplication

workflow. The actions that it might display are:

■ Choose a Product

■ Enter Account Details

■ Confirmation of New Account Application

These actions are described in the following sections. The Open New Account flow


Choose a Product

This action lets you select the type of account that the customer would like to open.

This step is part of the ChooseAccountType shape on the flow diagram shown in


To choose a product:

1. Confirm that the Choose a Product action is selected from the Take Action

selection box. Customer Process Manager displays selection boxes, similar to

Figure 4-64.

Figure 4-64. Product Selection Section



Understanding Customer Process Manager Business Processing — Opening a New Account 4-69

2. Specify the type of account that the customer is interested in.

3. Click Submit.

Enter Account DetailsThis action lets you enter additional details required to open the account. This step is

part of the ChooseAccountType shape on the flow diagram shown in Figure 4-68 on

page 4-72.

To enter additional details:

1. Confirm that the Enter Account Details action is selected from the Take

Action selection box. Customer Process Manager displays fields for any

additional information required to open the account, similar to Figure 4-65.

Figure 4-65. Account Details Section


3. Click Submit.




Confirmation of New Account Application

This step confirms the details of the application and displays the case number,


DisplayNewAccountInfo shape of the flow diagram shown in Figure 4-68 on page 4-

72.


Customer Process Manager displays the details of the account application, similar to

Figure 4-66. Review the details and click Submit.


Business Processing

Customer Process Manager routes the request to the AccountMaintenanceworkbasket for further processing. Any user with access to the AccountMaintenance

workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen

shot, or note. Depending on your site’s configuration, this flow may be further

automated according to your company’s business needs.



Understanding Customer Process Manager Business Processing — Opening a New Account 4-71

Open New Account Flow Diagram

The Open New Account flow processes a new account application by letting you


workflow.

Figure 4-67. Flow Diagram for Open New Account Flow




Account Application Flow Diagram

The Account Application flow diagram shows the steps to complete an application

for a new account.

Figure 4-68. Flow Diagram for Account Application Flow



Understanding Customer Process Manager Business Processing — Entering a Sales Opportunity 4-73

Entering a Sales Opportunity

The Opportunity flow is used to enter and process information about a sales

opportunity. The actions that it might display are:

■ Enter Opportunity Details

■ Confirmation of Opportunity

These actions are described in the following sections. The Opportunity flow is shown


Enter Opportunity Details

This action lets you enter initial information about the opportunity. This step is part

of the EnterDetails shape on the flow diagram shown in Figure 4-74 on page 4-80.

To enter opportuni ty details:

1. Confirm that the Enter Opportunity Details action is selected from the Take

Action selection box. Customer Process Manager displays details about the

products and the customer, similar to Figure 4-69.

Figure 4-69. Opportunity Details Section




2. Enter the requested information. Customer Process Manager uses the

Association Option to make routing decisions. See Business Processing on

page 4-75 for more information about these routing decisions.

3. Click Submit.

Confirmation of Opportunity

This step confirms the details of the opportunity and displays the case number,


ProcessOpportunity shape of the flow diagram shown in Figure 4-101 on page 4-109.

This flow is in the section for “Presenting a Suggested Offer” because both the

Suggested Offers flow and the Opportunity flow use the Handle Opportunity flow

for this confirmation section.

To confirm the opportunity:

Customer Process Manager displays the details of the opportunity, similar to Figure






Business Processing

Customer Process Manager routes the opportunity to the worklist of an individual

sales representative using this logic:

■ Customer Process Manager first attempts to find named customer registrations:

− If you selected the Association Option “Contact & Account,” and the

Account has an assigned representative, Customer Process Manager routes

the opportunity to the worklist of the assigned representative.

− If you selected the Association Option “Contact & Business Unit,” and the

Business Unit has an assigned representative, Customer Process Manager

routes the opportunity to the worklist of the assigned representative.

− If you selected the Association Option “Contact,” and the Contact has an

assigned representative, Customer Process Manager routes the opportunity

to the worklist of the assigned representative.

■ If there are no named customer registrations, Customer Process Manager next

evaluates the territory registrations in the following order:

− If you selected the Association Option “Contact & Account,” Customer

Process Manager compares the account characteristics with territory

registrations. Customer Process Manager evaluates characteristics in the

following order: postal code, area code, state, county, country. If Customer

Process Manager finds a match, it assigns the opportunity to the

representative with that territory registration. If it finds multiple territory

matches, it assigns the opportunity to the one listed as primary.

− If you selected the Association Option “Contact & Business Unit,”

Customer Process Manager compares the Business Unit characteristics with

territory registrations. Customer Process Manager evaluates characteristics

in the following order: postal code, area code, state, county, country. If

Customer Process Manager finds a match, it assigns the opportunity to the

representative with that territory registration. If it finds multiple territory

matches, it assigns the opportunity to the one listed as primary.

− If you selected the Association Option “Contact,” Customer Process

Manager compares the Contact characteristics with territory registrations.

Customer Process Manager evaluates characteristics in the following order:

postal code, area code, state, county, country. If Customer Process Manager




finds a match, it assigns the opportunity to the representative with that

territory registration. If it finds multiple territory matches, it assigns the

opportunity to the one listed as primary.

If Customer Process Manager does not find named customer or territory

registrations, Customer Process Manager assigns the opportunity to the

Opportunities workbasket.

Authorized users can later retrieve the opportunity from their worklist of from the

Opportunities workbasket. They can then edit it, cancel it, assign it to another user,

resolve it as a won or lost sale, or attach a file, screen shot, or note. In addition, users

can perform related activities such as Send Correspondence, Material Fulfillment,

and Scheduled Activities (Call, Task, or Appointment).



Next Act ions

These actions are used after retrieving the opportunity from a worklist or the

Opportunities workbasket. They let you further process the opportunity. This step is

part of the ProcessOpportunity shape of the flow diagram shown in Figure 4-101 on


both the Suggested Offers flow and the Opportunity flow use the Handle

Opportunity flow for this process.




To select the next action:

1. Select Next Actions from the Take Action selection box. Customer Process

Manager displays a list of possible actions, similar to Figure 4-71.

Figure 4-71. Next Actions Section

2. Select the type of action that you would like to take.

3. Click Submit. Customer Process Manager calls the appropriate flow.

Attach a Note

This action is used after retrieving the opportunity from a worklist or the

Opportunities workbasket. It lets you further process the opportunity. This step is

part of the ProcessOpportunity shape of the flow diagram shown in Figure 4-101 on





both the Suggested Offers flow and the Opportunity flow use the Handle

Opportunity flow for this process.

To attach a note:

1. Select the Attach A Note action from the Take Action selection box. Customer

Process Manager displays fields for a subject line and note, similar to Figure

4-72.

Figure 4-72. Attach a Note Section


3. Click Submit.

Resolve Opportunity

This action is used after retrieving the opportunity from a worklist or the

Opportunities workbasket. It lets you resolve the opportunity that was previously




created. This step is part of the ProcessOpportunity shape of the flow diagram shown

in Figure 4-101 on page 4-109. This flow is in the section for “Presenting a

Suggested Offer” because both the Suggested Offers flow and the Opportunity flow

use the Handle Opportunity flow for this process.

To resolve an opportunity:

1. Select the Resolve Opportunity action from the Take Action selection box.

Customer Process Manager displays fields for Resolve Opportunity, similar to

Figure 4-73.

Figure 4-73. Resolve Opportunity Section


3. Click Submit.




Opportunity Flow Diagram

The Opportunity flow diagram shows the steps to enter and process information

about a sales opportunity.

Figure 4-74. Flow Diagram for Opportunity Flow



Understanding Customer Process Manager Business Processing — Overriding a Default SLA 4-81

Overriding a Default SLA

The Override SLA flow is used to set an override SLA for a customer. The steps

required to perform this task are included in a single action — Override SLA. The

Override SLA flow is shown in Figure 4-76 on page 4-83.

Override SLA

This action lets you select the specific SLA to change. This step is part of the

OverrideSLA shape on the flow diagram shown in Figure 4-76 on page 4-83.

To override the SLA:

1. Confirm that the Override SLA action is selected from the Take Action

selection box. Customer Process Manager displays any SLA overrides ineffect for the account owner, the contact, or the account, similar to Figure

4-75.

Figure 4-75. Override SLA Section

2. To change or add an override, select the type, then use the SmartPrompt to

select a list of available overriddes. Also enter a start date and an end date.

3. Click Submit.




Business Processing

Customer Process Manager updates internal Customer Process Manager data with

the new or updated override information. These overrides are used to determine the

SLAs to use for subsequent items on behalf of the account, the account owner, or the

contact.


object.



Understanding Customer Process Manager Business Processing — Overriding a Default SLA 4-83

Override SLA Flow Diagram

The Override SLA flow diagram shows the steps to set an override SLA for a

customer.

Figure 4-76. Flow Diagram for Override SLA Flow




Adding a Contact using Quick Add Contact

The Quick Add Contact flow lets you update external systems with a new contact

and associate that contact with an existing account. This is similar to “Adding a

Contact” on page 4-15, but requires only minimal data. The action that it displays is

Quick Add Contact. This action is described in the following section. The Quick Add

Contact flow is shown in Figure 4-79 on page 4-86.

Quick Add Contact

This action adds a new contact and lets you link the contact to an existing account. It

is available when you search for account or contact information. This step is part of

the QuickAddContact shape of the flow diagram shown in


To create a new contact:

1. From search resluts screen, select the action Create Quick Contact from the


Figure 4-77. Create Quick Contact Section



Understanding Customer Process Manager Business Processing — Adding a Contact using Quick Add Contact 4-85

2. Click Submit. Customer Process Manager displays a form for the customer’s

contact information, similar to Figure 4-78.

Figure 4-78. Quick Add Contact Section

3. Enter the information for the contact. The first name, last name, gender,

security question and answer, and communication preference fields and

contact information are required.

4. When you select a communication preference (mail, e-mail, phone, or fax),

additional fields appear. Enter information in those fields.

5. Optionally, if you started this flow from an account listing, a list of accounts

appears at the bottom of the form. Select an account and make a selection in

the Relation to Account selection box to specify the role of this contact for the

account.

6. Click Submit.

Business Processing

Customer Process Manager updates the external system with the contact information.


object.




Quick Add Contact Flow Diagram

The Quick Add Contact flow diagram shows the steps for updating external systems

with a new contact.

Figure 4-79. Flow Diagram for Quick Add Contact Flow



Understanding Customer Process Manager Business Processing — Scheduling Activities 4-87

Scheduling Activities

The Schedule Activity flow is used to schedule a follow-up call, task, or appointment

with a customer. The actions that it might display are:

■ Schedule Appointment

■ Confirmation of Scheduled Activity

These actions are described in the following sections. The Schedule Activity flow is


Schedule Appointment

This action lets you specify the details of the appointment. This step is part of the

ScheduleActivities shape on the flow diagram shown in Figure 4-82 on page 4-89.

Note: This section shows the Schedule Appointment activity. Use the selection

box to schedule a task or call. The steps are the same.

To specify appointment details:

1. Confirm that the Schedule Appointment action is selected from the Take

Action selection box. Customer Process Manager displays schedule

information, similar to Figure 4-80.

Figure 4-80. Schedule Details Section




2. Enter the information requested.

3. Click Submit.

Confirmation of Scheduled Activi tyThis step confirms the details of the activity and displays the case number,

fee charged, goal and deadline dates, and status. This step is part of the Appointment

shape of the flow diagram shown in Figure 4-82 on page 4-89.


Customer Process Manager displays the details of the appointment, similar to Figure



Business Processing

Customer Process Manager routes the request to the selected worklist or workbasket

for further processing. Any user with access to the selected worklist or workbasket


Customer Process Manager sets the overall SLA goal for this item to the date of the

appointment, task, or call.



Understanding Customer Process Manager Business Processing — Scheduling Activities 4-89

Schedule Activity Flow Diagram

The Schedule Activity flow diagram shows the steps to schedule a follow-up call,

task, or appointment with a customer.

Figure 4-82. Flow Diagram for Schedule Activity Flow




Sending Correspondence

The Send Correspondence flow is used to create and send correspondence. The steps

required to perform this task are included in a single action — Create

Correspondence. This action and the associated steps are described in the following

sections. The Send Correspondence flow is shown in Figure 4-87 on page 4-94.

Create Correspondence

This action lets you specify details about who is to receive the correspondence, the

format of the correspondence, and the type of correspondence to be sent. The steps

described below are part of the SendCorrespondence shape on the flow diagram


Note: Customer Process Manager includes correspondence templates. These

templates contain predefined text, as well as fields for customer specific

information. Check with your system administrator to find out which templates

are available for your company.

To create correspondence:

1. Confirm that the Create Correspondence action is selected from the Take

Action selection box. Customer Process Manager displays a Correspondence

Details section, similar to Figure 4-83.

Figure 4-83. Select Role Correspondence Details



Understanding Customer Process Manager Business Processing — Sending Correspondence 4-91

2. Use the selection box to select the appropriate role for the receiver. Options

include:

− Contact — the party initiating the interaction (such as the caller)

− Account Owner — the party that owns the specified account

− Other Party — a third party associated with the interaction or the account

3. Using the selection boxes, make the appropriate choices to define the type of

correspondence to be sent (such as e-mail or fax), and the appropriate template

to use. Figure 4-84 shows a representative input screen for selecting a

correspondence template for e-mail to an account owner. The selection boxes

that appear, and the choices within those selection boxes will vary depending

on the template that you choose. For example, if you selected “Other Party” in

the previous step, Customer Process Manager also displays fields for you to

enter the name and address of the other party.

Figure 4-84. Correspondence Template Selection




4. Click Submit. Customer Process Manager updates the Correspondence Details

screen to include an Option selection box and optionally, an input field for a

Subject line (Figure 4-85).

Figure 4-85. Correspondence Send/Review Option

5. Use the Option selection box to choose one of the following actions (which

actions appear is determined by the template):

− Send — to send the correspondence without reviewing it

− Review — to review the correspondence prior to sending

− Edit — to edit the correspondence prior to sending. If you select this option

Customer Process Manager opens the correspondence in Microsoft Word.



Understanding Customer Process Manager Business Processing — Sending Correspondence 4-93

6. Click Submit. If you selected Review, Customer Process Manager displays the

correspondence details as shown in Figure 4-86.

Figure 4-86. Correspondence Review

7. Click Submit again to send the correspondence.

Business Processing

Customer Process Manager prints, e-mails, or faxes outbound correspondence items

according to the type of correspondence you selected. If you selected a tempalte that

requires the correspondence to be verified, Customer Process Manager routes it

accordingly. After the correspondence item is verified, it is distributed based on the

to type.




Send Correspondence Flow Diagram

The Send Correspondence flow diagram shows the steps to create and send

correspondence.

Figure 4-87. Flow Diagram for Send Correspondence Flow




2. Click the statement that the customer requests. You can also use the Search for

Additional Statements in the Take Action selection box to find other

statements.

3. Click Submit.

Statement Photocopy Details

This action lets you specify the distribution method for the copy of the statement.

This step is part of the DisplayPhotoCopyDetails shape of the flow diagram shown in


To specify distr ibution details:

1.

Confirm that the Statement Photocopy Details action is selected from the TakeAction selection box. Customer Process Manager displays account address and

communication information appropriate to the distribution method, similar to

Figure 4-89.

Figure 4-89. Statement Photocopy Details Section

2. Confirm the distribution method with the customer. Confirm the distribution

details, such as postal address, e-mail address, or fax number. Enter new

information, if required.

3. Click Submit.



Understanding Customer Process Manager Business Processing — Sending Statement Copies 4-97

Confirmation of Statement Copy Request



SendToPhotcopyRequest shape of the flow diagram shown in Figure 4-91 on

page 4-98.


Customer Process Manager displays the details of the request, similar to Figure 4-90.

Review the details of the request and click Submit.


Business Processing

Customer Process Manager routes the request to the PhotocopyRequest workbasket

for further processing. Any user with access to the PhotocopyRequest workbasketcan later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note.

Depending on your site’s configuration, this flow may be further automated to

distribute the statement without manual intervention.




Statement Copy Flow Diagram

The Statement Copy flow diagram shows the steps to select and send a copy of a past

account statement.

Figure 4-91. Flow Diagram for Statement Copy Flow



Understanding Customer Process Manager Business Processing — Presenting a Suggested Item 4-99

Presenting a Suggested Item

Customer Process Manager can suggest reviews of prior work items for a customer

during a customer interaction. For example, Customer Process Manager may

suggest you review an open complaint item with a customer the next time they call.

Your site’s configuration determines which cases are suggested for review. The

Review Item flow is shown in Figure 4-94.

Suggested Item Reviews are shown in the Suggested Process portion of the

Interaction Driver (Figure 4-92).

Select the item to add it to the Interaction Driver queue and click Submit to start the

review process. This process has one step, Complete Review.

Figure 4-92. Suggested Item Review

Complete Review

This action lets you review details of the case, and select history or attachment

buttons to view audit trail and other documentation. This step is part of the Review

Item shape of the Review Item flow diagram shown in Figure 4-94

Enter comments about the review in the form as shown in and click Submit.




Figure 4-93. Complete Suggested Item Review

Business Processing

Items reviewed via the Review Item process are included in the Interaction Log forthe customer interaction (unlike items reviewed via the customer composite display).

If a Review Item process is performed during an interaction, Customer Process

Manager will set the Related to Prior Interaction flag to Yes. This setting can be

confirmed during call wrap-up (End Interaction).



Understanding Customer Process Manager Business Processing — Presenting a Suggested Item 4-101

Review Item Flow Diagram

The Review Item Flow diagram shows the steps to complete a suggested item review

during a customer interaction.

Figure 4-94. Review Item Flow Diagram




Presenting a Suggested Offer

The Suggested Offers flow is used when presenting an offer to a customer, it handles

the three outcomes — offer accepted, offer rejected, or more information requested.

The actions that it might display are:

■ Process Offer

■ Accept Offer

■ Reject Offer

■ More Information


These actions are described in the following sections. The Suggested Offers flow is


Process Offer

This action lets you choose the offer to present to the customer. This step is part of

the GetOffers shape on the flow diagram shown in Figure 4-102 on page 4-110.

To process the offer:


selection box. Customer Process Manager displays a list of offers, similar to

Figure 4-95.

Figure 4-95. Process Offer Section



Understanding Customer Process Manager Business Processing — Presenting a Suggested Offer 4-103

2. Select the offer to present to the customer.

3. Click Submit.

Accept OfferThis action lets you accept the offer presented. This step is part of the

GetPresentOffer shape on the flow diagram shown in Figure 4-100 on page 4-108.

To accept the offer:


selection box. Customer Process Manager displays offer details, similar to

Figure 4-96. If the customer rejects the offer, or wants more information,

select the appropriate action from the Take Action selection box.

Figure 4-96. Opportunity and Accept Offer Section

2. Click Submit.

Business Processing

Customer Process Manager routes the request to the Opportunities workbasket for

further processing. Any user with access to the Opportunities workbasket can later




retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. In

addition, the user can perform related activities that are associated with the

workflow, including Send Correspondence, Material Fulfillment, and Schedule

Activity (Call, Task, or Appointment).



Reject Offer

This action lets you reject the offer presented. This step is part of the

GetPresentOffer shape on the flow diagram shown in Figure 4-100 on page 4-108.

To reject the offer:

1. Select the Reject Offer action from the Take Action selection box. Customer

Process Manager displays offer details, similar to Figure 4-97. If the customer

accepts the offer, or wants more information, select the appropriate action

from the Take Action selection box.

Figure 4-97. Opportunity and Reject Offer Section





3. Click Submit.

Business ProcessingCustomer Process Manager closes the item with Resolved-Rejected. Customer

Process Manager takes no further action.

More Information

This action lets you request more information about the offer presented. This step is

part of the GetPresentOffer shape on the flow diagram shown in Figure 4-100 on

page 4-108.

To request more information:

1. Select the More Information action from the Take Action selection box.

Customer Process Manager displays offer details, similar to Figure 4-98. If the

customer accepts or rejects the offer, select the appropriate action from the





Figure 4-98. Opportunity and More Information Section


3. Click Submit.

Business Processing

Customer Process Manager routes the request to the MaterialsFulfillment workbasket

for further processing. Depending on your site’s configuration, this flow may be

further automated according to your company’s business needs.





This step confirms the details of the offer and displays the case number, fee charged,

goal and deadline dates, and status. This step is part of the ProcessOpportunity shape

of the flow diagram shown in Figure 4-101 on page 4-109.


Customer Process Manager displays the details of the offer, similar to Figure 4-99.






Suggested Offers Flow Diagram

The Suggested Offers flow diagram is used when presenting an offer to a customer,

it handles the three outcomes — offer accepted, offer rejected, or more information

requested.

Figure 4-100. Flow Diagram for Suggested Offers Flow




Handle Opportunity Flow Diagram

The Handle Opportunity flow diagram shows the steps to manage a sales

opportunity. You can enter an opportunity directly via the Opportunity flow, or it can

arise from an accepted offer within the Suggested Offers flow.

Figure 4-101. Flow Diagram for Handle Opportunity Flow




Get Offers Flow Diagram

The Get Offers flow is used during an interaction to retrieve current offers.

Figure 4-102. Flow Diagram for Get Offers



Understanding Customer Process Manager Business Processing — Processing a Transaction Dispute 4-111

Processing a Transaction Dispute

The Transaction Dispute flow is used when a customer wants to dispute a

transaction. The flow retrieves recent transactions and accepts a dispute reason. The

actions that it might display are:

■ Start Dispute

■ Select Dispute Reason

■ Confirmation of Transaction Dispute

These actions are described in the following sections. The Transaction Dispute flow


Start Dispute

This action lets you select the specific transaction that the customer is disputing. This

step is part of the DisplaySearchScreen shape on of the flow diagram shown in


To select a transaction:

1. Confirm that the Start Dispute action is selected from the Take Action

selection box. Customer Process Manager displays a list of recent transactions

for the account currently in view, similar to Figure 4-103.

Figure 4-103. Start Dispute Section




2. Click the transaction that the customer is disputing. You can use the Account

Transaction Search section of the screen to narrow the list of transactions to

only transactions that occurred during a specific time period or involved a

specific amount of money.

3. Click Submit.

Select Dispute Reason

This action lets you specify the reason that the customer is disputing the

transaction. This step is part of the GetReason shape on of the flow diagram shown


To select a reason:

1. Confirm that the Select Dispute Reason action is selected from the Take

Action selection box. Customer Process Manager displays the disputed

transaction along with fields for details about the dispute, similar to Figure

4-104.

Figure 4-104. Dispute Reason Section

2. Enter the details of the dispute.

3. Click Submit.



Understanding Customer Process Manager Business Processing — Processing a Transaction Dispute 4-113

Confirmation of Transaction Dispute



AccountException shape on the flow diagram shown in Figure 4-106 on page 4-114.


Customer Process Manager displays the details of the dispute, similar to Figure

4-105. Review the details of the dispute and click Submit.


Business Processing

Customer Process Manager routes the request to the AccountException workbasket

for further processing. Any user with access to the AccountException workbasket







Transaction Dispute Flow Diagram

The Transaction Dispute flow diagram shows the steps when a customer wants to

dispute a transaction. The flow retrieves recent transactions and accepts a dispute

reason.

Figure 4-106. Flow Diagram for Transaction Dispute Flow



Understanding Customer Process Manager Business Processing — Updating Business Unit Details 4-115

Updating Business Unit Details

The Update Business Unit flow is used to modify, add, or remove business unit

information details that you originally entered as described in Adding a Business

Unit on page 4-9. The action that it displays is Change Business Details, which is

described in the following section. The Update Business Details flow is shown in

Figure 4-108 on 4-116.

Change Business Details

This action lets you update external systems with modified business unit

information such as name, tax ID, status, industry code, and customer type.

To update business unit details:

1. Confirm that the Update Business Unit Details is selected from the TakeAction selection box. Customer Process Manager displays a form for the

business unit’s address information, similar to Figure 4-107.

Figure 4-107. Update Business Unit Details

2. Enter the information in the Business Unit Name, Tax ID, or Website. Use the

drop-down list to select a new Status, Industry Code, or Customer Type.

3. Click Submit.

Business Processing

Customer Process Manager updates the external system with the modified business

unit information. This flow makes an entry in the interaction log, but does not create

a separate work object.




Update Business Details Flow Diagram

The Update Business Details flow diagram shows the steps for updating external

systems with modified information for a business unit.

Figure 4-108. Flow Diagram for Update Business Details



Understanding Customer Process Manager Business Processing — Updating Business Unit Address 4-117

Updating Business Unit Address

The Update Business Address flow is used to modify, add, or remove business unit

information details that you originally entered as described in Adding a Business

Unit on page 4-9. The action that it displays is Change Address, which is described

in the following section. The Update Business Address flow is shown in Figure

4-110 on 4-119.

Change Address

This action lets you update external systems with modified business unit address

information.

To update business unit address details:

1. Confirm that the Update Business Unit Address Details is selected from theTake Action selection box. Customer Process Manager displays a form for the

business unit’s address information, similar to Figure 4-109.

Figure 4-109. Update Business Unit Address Details

2. Select the address to be changed or added.

3. Fill in the fields for the information that the customer would like to change or

add.

− To make the address primary, check Make Primary.

− To remove an address, check Remove Address. To remove the primary

address, you must first designate another as primary.




4. Click Update. The information is updated. If necessary, you can now change

additional address information.

5. Click Submit.

Business Processing

Customer Process Manager updates the external system with the modified address





Understanding Customer Process Manager Business Processing — Updating Business Unit Address 4-119

Update Business Address Flow Diagram

The Update Business Address flow diagram shows the steps for updating external

systems with modified address information for a business unit.

Figure 4-110. Flow Diagram for Update Business Address




Updating Business Unit Communication Details

The Update Business Communication flow is used to modify, add, or remove

business unit information details that you originally entered as described in Adding a

Business Unit on page 4-9. The action that it displays is the Change Business

Communication Details action, which is described in the following section. The

Update Business Communication Details flow is shown in Figure 4-112 on 4-122.

Change Business Communication Details

This action lets you update external systems with business unit communication

information such as business phone, fax, and email.

To update business unit communication details:

1. Confirm that the Update Business Unit Comm Details is selected from the

Take Action selection box. Customer Process Manager displays a form for the

business unit’s communication information, similar to Figure 4-111.

Figure 4-111. Update Business Unit Address Details

2. Select the phone number, fax number, or Email address you wish to change or

add.

3. Fill in the fields for the information that the customer would like to change or

add.

− To make the number or email address the primary, check Make Primary.

− To remove a number or email address, check Remove Option. To remove

the primary number or address, you must first designate another as primary.



Understanding Customer Process Manager Business Processing — Updating Business Unit Communication Details 4-121

4. Click Update. The information is updated. If necessary, you can now change

additional business communication options.

5. Click Submit.

Business Processing

Customer Process Manager updates the external system with the modified business

communication information. This flow makes an entry in the interaction log, but

does not create a separate work object.




Update Business Communication Flow Diagram

The Update Business Communication flow diagram shows the steps for updating

external systems with modified communication information for a business unit.

Figure 4-112. Flow Diagram for Update Business Communication



Understanding Customer Process Manager Business Processing — Updating a Contact Address 4-123

Updating a Contact Address

The Update Contact Address flow lets you update external systems with modified

address information on a contact. You can also update address information for

related accounts. The actions that it displays are:

■ Change Address

■ Change Additional Addresses

These actions are described in the following sections. The Update Contact Address


Change Address

This action changes the address information for a contact. This step is part of the

ChangeAddress shape of the flow diagram shown in Figure 4-115 on page 4-126.

To update a contact address:

1. Confirm that the Update Contact Address action is selected from the Take

Action selection box. Customer Process Manager displays a form for the

customer’s address information, similar to Figure 4-113.

Figure 4-113. Update Contact Address Section




2. Select the address to be changed.

3. Fill in the fields for the information that the customer would like to change. To

make the address the primary role, check Make Primary. To remove an

address, check Remove Address. (To remove the primary address, you must

first designate another address as the primary address.)

4. Click Update. The address information is updated. If necessary, you can now

change additional contact addresses.

5. Click Submit.

Business Processing

Customer Process Manager updates the external system with the modified contact

information for every account selected. This flow makes an entry in the interaction

log, but does not create a separate work object.

Change Related Account Addresses

If you changed the address marked as primary, Customer Process Manager also

checks whether or not the customer has any other accounts that might also need to be

updated. If the customer is the owner or co-owner of any accounts, Customer Process

Manager displays a list of the accounts. This step is part of the

ChangeAdditionalAddresses shape of the flow diagram shown in Figure 4-115 on

page 4-126.



Understanding Customer Process Manager Business Processing — Updating a Contact Address 4-125

To change a related account address:

1. Confirm that the Change Additional Addresses action is selected from the


accounts that are owned or coowned by this customer, similar to Figure 4-114.

Figure 4-114. Change Addresses Section

2. If the customer also wants to change the address on any other accounts, select

the check box for each of the other accounts. To change the address on all the

accounts listed, click the All button at the top of the list.

3. Click Submit.

Business Processing

Customer Process Manager updates the external systems with the modified address

information. If an account address is changed, Customer Process Manager also

creates two pieces of correspondence: one confirmation letter to be sent to the owner

of the account at the old address, and one confirmation letter to be sent to the owner

of the account at the new address.

If only the contact address is changed, this flow makes an entry in the interaction log,

but does not create a separate work object.




Update Contact Address Flow Diagram

The Update Contact Address flow diagram shows the steps for updating external

systems with modified address information on a contact. The flow also updates

address information for related accounts.

Figure 4-115. Flow Diagram for Update Contact Address Flow



Understanding Customer Process Manager Business Processing — Updating Contact Communication Options 4-127

Updating Contact Communication Options

The Update Contact Communication Options flow lets you update external systems

with modified communication information, such as additional telephone numbers or

e-mail addresses. The action that it displays is the Change Communication Option

action. This action is described in the following sections. The Update Contact

Communication Options flow is shown in Figure 4-117 on page 4-129.

Update Contact Communication Options

This action changes the communication options for a contact. This step is part of the

ChangeCommOption shape of the flow diagram shown in Figure 4-117 on

page 4-129.

To update a contact communication option:

1. Confirm that the Update Contact Communication Options action is selected

from the Take Action selection box. Customer Process Manager displays a

form for the customer’s communication options information, similar to

Figure 4-116.

Figure 4-116. Update Contact Communication Option Section

2. Select the contact information to be changed.




3. Fill in the Number/Address field for the information that the customer would

like to change. To make this entry the primary point of contact, check Make

Primary. To remove a contact, check Remove Option. (To remove a primary

point of contact, you must first designate another point of contact as primary.)

4. Click Update. The contact option is updated. If necessary, you can now change

additional contact communication options.

5. Click Submit.

Business Processing

Customer Process Manager updates the external system with the modified contact

communication information. This flow makes an entry in the interaction log, but

does not create a separate work object.



Understanding Customer Process Manager Business Processing — Updating Contact Communication Options 4-129

Update Contact Communication Options Flow Diagram

The Update Contact Communication Options flow diagram shows the steps for

updating external systems with modified communication option information for acontact.

Figure 4-117. Flow Diagram for Update Contact Communication Options Flow




Updating a Contact Name and Profi le

The Update Contact Name and Profile flow lets you update external systems with

modified name and profile information on a contact. The action that it displays is the

Update Contact Name action. This action is described in the following section. The

Update Contact Name and Profile flow is shown in Figure 4-119 on page 4-131.

Update Contact Name

This action changes the name and profile information for a contact. This step is part

of the ChangeName shape of the flow diagram shown in Figure 4-119 on

page 4-131.

To update a contact name and profile:

1. Confirm that the Update Contact Name action is selected from the Take

Action selection box. Customer Process Manager displays a form for the

customer’s name and profile, similar to Figure 4-118.

Figure 4-118. Update Contact Name Section



Understanding Customer Process Manager Business Processing — Updating a Contact Name and Profile 4-131

2. Fill in the information that the customer would like to change.

3. Click Submit.

Business ProcessingCustomer Process Manager updates the external system with the modified profile



Update Contact Name and Profi le Flow Diagram

The Update Contact Name and Profile flow diagram shows the steps for updating

external systems with modified name and profile information on a contact.

Figure 4-119. Flow Diagram for Update Contact Name and Profile Flow



Chapter 5

Reporting

Pega Customer Process Manager includes a wide variety of standard reports and

graphs providing real-time information regarding processes, work, assignments, and

historical data for analyzing contact center performance over time. This chapter

describes the reporting capabilities available with Pega Customer Process Manager

and covers the following topics:

■ Reporting gadgets

■ Drill-down report capabilities

■ Frequently used reports

■ Ad hoc reporting capabilities



5-2 Pega Customer Process Manager User Guide — Reporting

Reporting Gadgets

The following Reporting gadgets can appear in your portal view depending on your

user role:

■ Reporting Dashboard — displays key metrics about contact center activity

■ Reports — provides a full list of interaction, productivity, quality, aging,

campaign, and opportunity reports available with Pega Customer Process

Manager

Reporting Dashboard Gadget

The Reporting Dashboard (Figure 5-1) presents information about contact center

activity and performance in graphical form.

Figure 5-1. Reporting Dashboard

Clicking any graph changes the view to display a summary report listing data

included in the graph. See Drill-Down Reporting Capabilities on page 5-5 for more

information on this topic.



Reporting — Reporting Gadgets 5-3

Reports

The Reports gadget, as shown in Figure 5-2, provides access to the comprehensive

list of reports included with Pega Customer Process Manager. Reporting includes the

following categories to help you:

■ Interaction reports — analyze interactions by channel, determine your first-

call and one-touch resolution rates, and evaluate the primary reasons your

customers contact you.

■ Throughput reports — understand how much work is received, resolved, and

remaining within your operation.

■ Quality reports — understand how timely work is completed, and analyze

achievement of service level goals and deadlines.

■ Aging reports — understand how long it takes to process work within your

operation.

■ Campaign Reports — only visible to managers, these reports provide insight

into campaign effectiveness and productivity.

■ Opportunity Reports — analyze current opportunities, pipeline activity and

lost sales.

■ Quality Review Management Reports — only visible to managers, these

reports enable you to analyze and manager employee quality reviews.

■ Customer Satisfaction Survey Reports — only visible to managers, these

reports enable you to understand and analyze the factors that impact customer

satisfaction.

■ Knowledge Management Reports — only visible to managers, these reports

provide insight into knowledge topic usage and suggested changes.




Figure 5-2. Reports Available to Customer Service Managers



Reporting — Drill-Down Reporting Capabilities 5-5

Drill-Down Reporting Capabilities

Pega Customer Process Manager reporting includes powerful drill-down analysis of

report data than enables you to travel from a summary view of your entire operation

down to the details of a single service request case.

1. Start by selecting a graph from the dashboard or a report from the reporting

gadget. In Figure 5-3, the Satisfaction Summary Report was selected from the

Interaction Reports section of the Reports gadget.

Figure 5-3. Satisfaction Summary Report

2. To drill down, select an entry in the summary report to view the cases

included in the category. In Figure 5-4, the Concerned – Open Requests to be

Resolved category has been selected. A list of cases included in this categoryis displayed on the screen.

Note: You can also export report data to Excel by clicking Export to Excel at

the top of the report windows.




Figure 5-4. Satisfaction Detail Report for the Selected Category

3. To view summary details for any case included in this report, highlight the

case. Basic information displays near the bottom of the screen.

4. To view the actual case that is highlighted, click Review. Case details display

on the screen, as shown in Figure 5-5. Use the buttons at the top right of the

form to export this view to a spreadsheet, and to return to the summary list.

Figure 5-5: Case Details as Selected via Drill-Down Reporting



Reporting — Frequently Used Reports 5-7

Frequently Used Reports

Figure 5-6 lists many of the frequently used reports included with Pega Customer

Process Manager. A check mark indicates which reports include graphs, and whether

a report appears in the view of each user role.

Report Name Graph

Service

Mgrs CSRs

Sales

Mgrs

Sales

Reps

Interaction Reports

Interaction Summary by Channel & Primary

Reason for Interaction

Interaction Summary by Channel

Interaction Summary by Primary Reason for

Interaction

Interaction Summary by Operator, by Channel

One-Contact Interaction Analysis Summary

One-Touch Interaction Analysis Summary

Interaction Resolution Analysis Detail Report

Satisfaction Summary Report

Satisfaction Report by Operator Throughput Reports

Throughput Summary by Work Type

Throughput Summary by Resolve Operator, by

Work Type

Throughput in Past Week by Work Type

Weekly Process Creation by Work Type

Open Cases by Work Type




Report Name Graph

Service

Mgrs CSRs

Sales

Mgrs

Sales

Reps

Open Cases by Assign Operator

Throughput Trend by Resolve Operator, by Day

Throughput Trend by Resolve Operator, by Month

Throughput Trend by Resolve Operator, by Year

Throughput Trend by Resolve Operator, by

Quarter

Throughput Trend by Resolve Operator, by Week

Estimated Application Savings Report

Quality Reports

Quality Summary Report by Work Type

Quality Summary Report by Resolve Operator

Timeliness by Work Type

Timeliness by Workbasket

Timeliness by Operator

Timeliness by Operator and Work Type

Aging Reports

Aging Summary by Work Type

Aging Summary by Assign Operator

Campaign Reports

Campaign Summary Report

Campaign Effectiveness by Operator

Operator Effectiveness by Campaign

Offers Rejected by Reason



Reporting — Frequently Used Reports 5-9

Report Name Graph

Service

Mgrs CSRs

Sales

Mgrs

Sales

Reps

Opportunity Reports

Active Pipeline Summary by Product and Stage

Forecast Summary by Rep and Stage

Annual Closed Opportunity Summary by Month by

Rep

Annual Lost Sale Report by Rep and Reason

Pipeline Aging Report by Product

Annual Customer Opportunity Summary

Active Pipeline Summary by Broker and Rep

Forecast Summary by Expected Close Month and

Stage

Annual Closed Opportunity Summary by Rep by

Month

Lost Sale Report by Product and Reason

Pipeline Aging Report by Rep

Quality Review Management Reports

Quality Review Summary by Employee and Overall

Score

Quality Review Summary by Work Type and

Overall Score

Quality Review Summary by Overall Rating

Coaching Sessions by Employee

Coaching Sessions by Work Type




Report Name Graph

Service

Mgrs CSRs

Sales

Mgrs

Sales

Reps

Quality Reviews In Progress by Work Type

System Enhancement Request Summary

Customer Satisf action Survey Reports

Customer Surveys by Interaction Type

Customer Surveys by Overall Rating

Customer Surveys by Interaction Reason

Customer Surveys One-Contact Analysis

Customer Survey Response Rate

Customer Surveys In Progress

Knowledge Management Reports

Knowledge Process Summary by Topic

Knowledge Processes Requiring Research

Knowledge Update Request Summary

Pipeline Aging Report by Rep

Figure 5-6. Frequently Used Customer Process Manager Reports



Reporting — Ad Hoc Reporting Capabilities 5-11

Ad Hoc Reporting Capabilities

The report wizard extends the system’s predefined report capabilities by providing

an intuitive tool for creating customized reports. Reports generated through the

wizard can be saved for easy access during future sessions.

To access the report wizard, click on Monitor Activity in the navigation panel and

expand a reports gadget as shown in Figure 5-7.

Figure 5-7. Example Reporst Gadget

Click the icon associated with the function you wish to perform. The following

functions are available:

Icon Name Function

Custom Report

Links

Displays a list of previously-created custom reports.

Browse

Category

Displays a full list of previously-created custom reports

Create Custom

Report

Launches the report wizard.

Figure 5-8. Custom Report Functions

Creating a Custom Report

Click the Create Custom Report icon ( ).The wizard automatically takes you

through the steps that are required to create the desired report:

1. Selecting the view (summary or list)

2. Selecting the data source

3. Defining the report criteria




4. Defining display groups

5. Defining the field functions

6. Defining drilldown capabilities

7. Chart the data

8. Previewing the report

Each of these steps is described in detail on the following pages.

Step 1: Selecting the View

The wizard lets you decide how you want the information displayed.

1. Click the radio button associated with the appropriate report view

(Figure 5-9):− Summary View — to include summary information such as totals and

averages

− List View — to include a list of items including detail for each item

Figure 5-9. New Report Wizard Step 1 — Select View




The wizard mode defaults to Simple, which is the mode discussed in this chapter.

Contact your system administrator if you wish to create reports using the Advanced

mode.


Step 2: Selecting the Data Source

The wizard displays a list of available data sources (Figure 5-10).

1. Click the appropriate description.

Figure 5-10. New Report Wizard Step 2 — Select Data Source





Step 3: Defining the Report Criteria

The wizard lets you define the criteria you want included in the report.

1. Choose a value from the Field selection box (Figure 5-11).

Figure 5-11. Field Definition Selection

2. Select the appropriate condition and enter the required value (Figure 5-12).

Figure 5-12. New Report Wizard Step 3 — Define Criteria

3. Repeat steps 1 and 2 as necessary to include additional conditions. The

condition in the first row always takes precedence when more than one

condition is being used.

− To add a row above a specific row, click the Insert Row icon ( ).

− To add a row below the last row, click the Add Row icon ( ).

− To delete a row, click the Trash Can icon ( )




4. Click here to preview count. The wizard determines the number of items that

meet the criteria you have defined and displays the results in a separate

window. This information can help you determine if the report you are

creating is capturing the right data. Click Close to close the separate window.


Step 4: Defining Display Groups

The wizard lets you define how you want the criteria grouped.

1. Select the desired grouping criteria from a list of available fields

(Figure 5-13).

− Use the Add and Remove buttons to create and modify your list.

− Use the Move Up and Move Down buttons to define the appropriate

hierarchy.

Figure 5-13. New Report Wizard Step 4 — Define Display Group

2. Optionally to define a field caption, highlight an entry in the Group By These

Fields list, and enter the caption text in the Field Caption input field at the

bottom of the screen. Click Apply to set the field caption.





Step 5: Defining the Field Functions

The wizard includes arithmetic functions (count, sum, average, minimum and

maximum) that you can apply to the columns of your report.

1. Use the Function and Field selection boxes to define the function to be appliedto each field you selected for your report.

2. Click the Insert Row ( ) and Add Row ( ) icons to insert additional

functions and fields in the desired order (Figure 5-14).

Figure 5-14. New Report Wizard Step 5 – Define Fields

3. Enter the caption text in the Caption field (or accept the default).

4. Repeat steps 1 and 2 as necessary.

− To add a row above a specific row, click the Insert Row icon ( ).

− To add a row below the last row, click the Add Row icon ( ).

− To delete a row, click the Trash Can icon ( )





Step 6: Defining Drilldown Capabilities

The wizard displays a list of fields that are available for drilldown. You define which

fields are to be displayed.

1. Select the desired display fields from a list of available fields (Figure 5-15).

− Use the Add and Remove buttons to create and modify your list.

− Use the Move Up and Move Down buttons to define the appropriate

hierarchy.

Figure 5-15. New Report Wizard Step 6 — Define Drilldown Capabilities

2. Optionally, to define a field caption, highlight an entry in the Drill Down on

These Fields list, and enter the caption text in the Field Caption input field.

3. Define the display order for the drilldown by highlighting an entry and making

the appropriate entry in the Sort selection box. Click Apply to set the sort

order.





Step 7: Charting the Data

If you wish to create a chart to view the data, click the Use a chart for this view?

checkbox as shown in

Figure 5-16: NewReport Wizard Step 7: Chart the data

Configure the chart as follows:

■ Select the type of chart (pie or bar-type) and size.

■ Enter a title.

■ Select whether you want to display the chart only, or the chart and data.

■ Select the duration you wish to cache the chart image.

■ Select the report criteria you wish to chart from the Include drop-down menu.




Step 8: Previewing the Report

The wizard displays a description of your report definition actions in the Usage field

(Figure 5-17). Click on the options you wish to use with your report.

Figure 5-17. New Report Wizard Step 8 — Finish and Preview

1. Click Finish to preview the report you have created.

2. Click Save View to save the report. The wizard prompts you to enter a

purpose and title, and select a RuleSet and version.




3. Click Save. The system saves the report and displays a confirmation screen, as

shown in Figure 5-18. To create a link to the report, enter a label for the report

and click OK. The wizard displays the following message: “OK: View

delegated successfully.” The report is added to your Custom Reports

workspace.

Figure 5-18. Delegate View Input Screen

4. Click Home.



Appendix A

Sample Visio Workflows

This appendix shows Visio flows for the following categories:

■ Interaction Workflows — these flows are used when CSRs are interacting with

customers or contacts.

■ Service Workflows — these flows are used to process customer service requests

during an interaction.

■ Customer Management Workflows — these flows are used to maintain links

between customers, contacts, accounts, and business units.

The tables below show the flow name, class, and page number in this appendix with

a diagram of the flow. You can also view these flows through Pega Customer

Process Manager using the class and flow names listed.

Interaction Flows

Flow Name Class Page

CAInteraction PegaCA-Work-Interaction-Call A-7

AppContactSearch PegaCA-Work-Interaction A-8

AppContactSearchCTI PegaCA-Work A-9



A-2 Pega Customer Process Manager Deployment Guide — Sample Visio Workflows

Interaction Flows


AppGetAccount PegaCA-Work-Interaction A-10

AppGetAccountDetails PegaCA-Work-Interaction A-11

AppGetContact PegaCA-Work-Interaction A-12

AppGetBusinessUnit PegaCA-Work-Interaction A-13

AppGetWorkItem PegaCA-Work-Interaction A-14

AppVerifyContact PegaCA-Work-Interaction A-15

AppVerifyAccount PegaCA-Work-Interaction A-16

CACommMessage PegaCA-Work-Interaction A-17

CAGetOffers PegaCA-Work-Interaction A-18

CAInteractionDriver PegaCA-Work-Interaction A-19

CAReviewServiceItems PegaCA-Work-Interaction A-20

CASetOverrideSLA PegaCA-Work-Interaction A-21

CAWrapUp PegaCA-Work-Interaction A-22

Figure A-1. Interaction Workflow Listing

Note: Some interaction flows have variations for the three types of interactions.

These variations can be found in the -Call, -InCorr, and -Research classes.

Service Workflows


CAAddressChange PegaCA-Work-AddressChange A-23

CACloseOrRetainAccount PegaCA-Work-CloseAccount A-24

CAComplaintOrCompliment PegaCA-Work-Complaint A-25

CASendCorrespondence PegaCA-Work-Correspondence A-26

CADisputeTransaction PegaCA-Work-DisputeTransaction A-27

CAGeneralService PegaCA-Work-General A-28

CARequestMateria lsFulfillment PegaCA-Work-MaterialFulfillment A-29

CAResolveMaterialsFulfillment PegaCA-Work-MaterialFulfillment A-30

CAStartNewAccount PegaCA-Work-NewAccount A-31



Sample Visio Workflows — Flow Design Shapes A-3

Service Workflows


CANewAccountApplicai ton PegaCA-Work-NewAccount A-32

CAGetPresentOffer PegaCA-Work-Opportunity A-33

CAFulfillOffer PegaCA-Work-Opportunity A-34

CAHandleOpportunity PegaCA-Work-Opportunity A-35

CAOpportunity PegaCA-Work-Opportunity A-36

CAStatementCopy PegaCA-Work-StatementCopy A-37

CAUpdateLink PegaCA-Work-TerritoryLink A-38

CAGenerateSurveyEmail PegaCA-Work-SatSurvey A-39

CASatisfactionSurvey PegaCA-Work-SatSurvey A-40

CASampleDiagnostic PegaCA-Work-KM-

SampleDiagnostic

A-41

CASampleFAQ PegaCA-Work-KM-SampleFAQ A-42 CAWrapUpKnowledgeProcess PegaCA-Work-CM- A-43

Figure A-2. Service Workflow Listing

Customer Management Flows


CAAcctContactLinks PegaCA-Work A-44

CABUContactLinks PegaCA-Work A-45

CAContactAcctLinks PegaCA-Work A-46

CAContactBULinks PegaCA-Work A-47

CAOwnerAcctLinks PegaCA-Work A-48

CAOwnerBULinks PegaCA-Work A-49

CAAddBusinessUnit PegaCA-Work-NewBusinessUnit A-50

CAUpdateBusinessAddress PegaCA-Work A-51

CAUpdateBusinessCommunication PegaCA-Work A-52

CAUpdateBusinessDetails PegaCA-Work A-53

AppAddContact PegaCA-Work-NewContact A-54

CAContactQuickAdd PegaCA-Work-NewContact-Quick A-55

CAUpdateContactAddress PegaCA-Work A-56




CAUpdateContactCommOption PegaCA-Work A-57

CAUpdateContactName PegaCA-Work A-58

Figure A-3. Customer Management Workflow Listing

See Flow Design Shapes on page A-5 for brief descriptions of the flow shapes.



Sample Visio Workflows — Flow Design Shapes A-5

End

Flow Design Shapes

The Visio Flow Shell stencil provides the following shapes to represent fundamental

flow elements. For more detailed information, see PegaRULES Process Commander

— Designing Your Application.

Shape Description

Assignment Pause, or potential pause, in a flow. Signifies that a person or an external system must

act on a work object before the flow can progress.

Comment Descriptive information about a step or connector.

Connector Unidirectional link between two shapes.

Decision Maps one value, or a pair of values, to a small set of returned string results.

♦ For a single value, the returned result is based on a series of if tests. For example,

if a purchase request is less than $1000, return no approval necessary ; otherwise

return approval required .

♦ Two values are treated as a matrix. The returned result is the cell at the

intersection of the two values.

♦ For either case, one returned value is typically default .

Flow Start of a flow.

♦ The top section contains the class name.

♦ The bottom section contains the flow name and any comments about the

prerequisite state of work objects entering the flow.

Flow End End of a flow.

7 56

121110

8 4

21

9 3




Shape Description

Fork Splits a connector into multiple decision paths, with each decision path based on a

when condition.

Invoke Flow

Called Flow

Spinoff Flow

Invokes another flow from the current flow. The Called Flow shape pauses until the

other flow completes, while the Spinoff Flow shape continues the current flow.

♦ Top section contains the flow name.

♦ Bottom section contains the object for the secondary flow to work on.

Integrator Invokes integration services to connect to an external system.

Split-ForEach Spawns multiple, parallel flows of the same type. Each flow operates on a different

interest page, or a page in a property list.

Split-Join Splits processing into two or more independent secondary flows that operate in parallel

and later rejoin.

Ticket Event-driven override to normal sequential processing of a flow, for exception handling.

Utility Automated activity. The flow continues when all automated activities in the Processing

shape have completed.



Sample Visio Workflows — CAInteraction A-7

CAInteraction

The CAInteraction flow drives the task workflow during a customer interaction.




AppContactSearch

The AppContactSearch flow is used during an interaction to search for contacts by

business unit, contact, account, or work item.



Sample Visio Workflows — AppContactSearchCTI A-9

AppContactSearchCTI

The AppContactSearchCTI flow is initiated by a call arriving through Computer

Telephony Integration (CTI) and is used to search for a contact.




AppGetAccount

The AppGetAccount flow is used to select a contact from a list of accounts and

contacts that display resulting from an account search.



Sample Visio Workflows — AppGetAccountDetails A-11

AppGetAccountDetails

The AppGetAccountDetails flow is used during an interaction to retrieve account

details. The contact search flow calls this flow after an account is selected.




AppGetContact

AppGetContact is used to select a contact. The contact search flow calls this flow

after performing a search by contact.



Sample Visio Workflows — AppGetBusinessUnit A-13

AppGetBusinessUnit

The AppGetBusinessUnit flow is used to select a business unit. The contact search

flow calls this flow after searching for a contact by business unit.




AppGetWorkItem

The AppGetWorkItem flow is used to select a contact and an account resulting from

a work item search.



Sample Visio Workflows — AppVerifyContact A-15

AppVerifyContact

The AppVerifyContact flow is used when presenting contact data for customer

verification.




AppVerifyAccount

The AppVerifyAccount flow is used when presenting account data for customer

verification.



Sample Visio Workflows — CACommMessage A-17

CACommMessage

The CACommMessage flow diagram shows the steps to deliver a customer-specific

message that has been selected according to your company’s business rules. For

example, this could be a welcome message for new customers.




CAGetOffers

The CAGetOffers flow is used during an interaction to retrieve current offers.



Sample Visio Workflows — CAInteractionDriver A-19

CAInteractionDriver

The CAInteractionDriver flow drives the task workflow during a customer

interaction.




CAReviewServiceItems

The purpose of this flow is to determine the list of recent service items to suggest for

review.



Sample Visio Workflows — CASetOverrideSLA A-21

CASetOverrideSLA

The CASetOverrideSLA flow diagram shows the steps to set an override SLA for a

customer.




CAWrapUp

The CAWrapUp flow is used to perform housekeeping tasks at the end of an

interaction, such as logging the interaction and resolving the work item.




CACloseOrRetainAccount

The CACloseOrRetainAccount flow is used when a customer requests that an

account be closed. Before processing the close request, the flow retrieves and

presents offers intended to retain the customer.



Sample Visio Workflows — CAComplaintOrCompliment A-25

CAComplaintOrCompliment

The CAComplaintOrCompliment flow diagram shows the steps when a complaint or

a compliment is received from a customer. The flow processes the complaint and

retrieves any applicable restitution or reward offers, based on your company’s

campaigns.




CASendCorrespondence

The CASendCorrespondence flow is used to create and send correspondence.



Sample Visio Workflows — CADisputeTransaction A-27

CADisputeTransaction

The CADisputeTransaction flow diagram shows the steps when a customer wants to

dispute a transaction. The flow retrieves recent transactions and accepts a dispute

reason.




CAGeneralService

The CAGeneralService flow is used to create a general service item to capture and

route work when an appropriate automated workflow does not exist.



Sample Visio Workflows — CARequestMaterialsFulfillment A-29

CARequestMaterialsFulfillment

The CARequestMaterialsFulfillment flow is used to select material, such as

marketing collateral, to be sent to a customer. The flow also lets you specify the

distribution method.




CAResolveMaterialsFulfillment

The CAResolveMaterialsFulfillment flow diagram shows the steps to resolve the

materials fulfillment request.



Sample Visio Workflows — CAStartNewAccount A-31

CAStartNewAccount

The CAStartNewAccount flow processes a new account application by letting you


workflow.




CANewAccountApplication

The CANewAccountApplication flow diagram shows the steps to complete an

application for a new account.



Sample Visio Workflows — CAGetPresentOffer A-33

CAGetPresentOffer

The CAGetPresentOffer flow is used when presenting an offer to a customer,

it handles the three outcomes — Offer Accepted, Offer Rejected, or More

Information Requested.




CAFulfillOffer

The CAFulfillOffer flow completes the fulfillment process by requesting materials

be sent to the customer.



Sample Visio Workflows — CAHandleOpportunity A-35

CAHandleOpportunity

The CAHandleOpportunity flow diagram shows the steps to manage a sales

opportunity. You can enter an opportunity directly through the Opportunity flow, or

it can arise from an accepted offer within the Suggested Offers flow.




CAOpportunity

The CAOpportunity flow is used to enter and process information about a sales

opportunity.




CAUpdateLink

The CAUpdateLink flow is used to update a territory link within the system.



Sample Visio Workflows — CAGenerateSurveyEmail A-39

CAGenerateSurveyEmail

The CAGenerateSurveyEmail flow diagram shows the steps for generating customer

satisfaction survey emails.




CASatisfactionSurvey

The CASatisfactionSurvey flow diagram is used to process customer satisfaction

surveys following an interaction.



Sample Visio Workflows — CASampleDiagnostic A-41

CASampleDiagnostic

The CASampleDiagnostic flow diagram is a sample process used to diagnose a

problem or situation.




CASampleFAQ

The CASampleFAQ flow diagram is a sample process used to respond to frequently

asked questions.



Sample Visio Workflows — CAWrapUpKnowledgeProcess A-43

CAWrapUpKnowledgeProcess

The CAWrapUpKnowledgeProcess flow diagram is used to resolve FAQ and

diagnostic processes.




CAAcctContactLinks

The CAAcctContactLinks flow is used to add or remove a link between an account

and a contact.



Sample Visio Workflows — CABUContactLinks A-45

CABUContactLinks

The CABUContactLinks flow is used to add or remove a link between a business

unit and a contact.




CAContactAcctLinks

The CAAcctContactLinks flow is used to add or remove a link between a contact

and an account.



Sample Visio Workflows — CAContactBULinks A-47

CAContactBULinks

The CAContactBULinks flow is used to add or remove a link between a contact and

a business unit.




CAOwnerAcctLinks

The CAOwnerAcctLinks flow is used to add or remove a link between an owner and

and an account. An owner can be a contact or a business unit.



Sample Visio Workflows — CAOwnerBULinks A-49

CAOwnerBULinks

The CAOwnerBULinks flow is used to add or remove a link between an owner and

and a business unit. An owner can be a contact or a business unit.




CAAddBusinessUnit

The CAAddBusinessUnit flow diagram shows the steps to update external systems

with a new business unit.



Sample Visio Workflows — CAUpdateBusinessAddress A-51

CAUpdateBusinessAddress

The CAUpdateBusinessAddress is used to update a business address in the system.




CAUpdateBusinessCommunication

The CAUpdateBusinessCommunication flow updates the business communication

information in the system for a customer or contact and refreshes the composite

screen.



Sample Visio Workflows — CAUpdateBusinessDetails A-53

CAUpdateBusinessDetails

The CAUpdateBusinessDetails flow updates information about a business in the

system and refreshes the composite screen.




AppAddContact

The AppAddContact flow diagram shows the steps to add a new contact to external

systems.



Sample Visio Workflows — CAContactQuickAdd A-55

CAContactQuickAdd

The CAContactQuickAdd flow diagram shows the steps for updating external

systems with a new contact.




CAUpdateContactAddress

The CAUpdateContactAddress flow diagram shows the steps for updating external

systems with modified address information on a contact. The flow also updates

address information for related accounts.



Sample Visio Workflows — CAUpdateContactCommOption A-57

CAUpdateContactCommOption

The CAUpdateContactCommOption flow is used to set a contact’s communication

preference (e.g., mail, fax, phone).




CAUpdateContactName

The CAUpdateContactName flow diagram shows the steps for updating external

systems with modified name and profile information on a contact.



Appendix B

Portal Layouts

This appendix includes the portal layouts and gadget listings for user roles delivered

with Pega Customer Process Manager, including:

■ Customer Service Representative (CSR)

■ Customer Service Manager

■ Sales Representative

■ Sales Manager



B-2 Pega Customer Process Manager User Guide — Portal Layouts

Customer Service Representative (CSR)

Figure B-1. Customer Service Representative (CSR) Portal

Portal Gadgets

Task Bar Gadget Task Bar Gadget

Home Base News Utilities Reference Materials

Reporting Dashboard Location Finder

Interaction Reports CTI Toolkit

Throughput Reports

Quality Reports

Interaction Manager My Work

Find Work

My Group

Find a Contact or Account

Enter New Work



Portal Layouts — Customer Service Manager B-3

Customer Service Manager

Figure B-2. Manager Portal

Portal Gadgets


Home Base Reporting Dashboard Interaction Manager My Work in Process

Quality Review Management Find Work

Campaign Management My Group

Territory Management Reassign Work

Reports Interaction Reports Enter New Work

Throughput Reports Find a Contact or Account

Quality Reports Utilities Reference Materials

Ageing Reports Location Finder

Customer Satisfaction Survey Reports CTI Toolkit

Knowledge Management Reports




Sales Representative

Figure B-3. Sales Representative Portal

Portal Gadgets


Home Base News Utilities Reference Materials

Reporting Dashboard Location Finder

Opportunity Reports CTI Toolkit

Throughput Reports

Quality Reports

Ageing Reports

My Opportunities

Interaction Manager My Activities

Find Work

My Group

Enter New Work

Find a Contact or Account



Portal Layouts — Sales Manager B-5

Sales Manager

Figure B-4. Sales Manager Portal

Portal Gadgets


Home Base News Interaction Manager My Opportunities

Reporting Dashboard My Activities

Territory Management Find Work

Campaign Management My Group

Reports Opportunity Reports Reassign Work

Campaign Reports Find a Contact or Account

Throughput Reports Utilities Reference Materials

Quality Reports Location Finder

Ageing Reports CTI Toolkit

Customer Satisfaction Survey Reports




Portal Gadgets (continued)

Task Bar Gadget

Tools Tracer

Lookup

Rules Inspector

Clipboard

Performance

Performance Graph

Image Catalog

Set Locale



Appendix C

Contacting Pegasystems

This appendix describes how to contact Pegasystems for the following:

■ Customer support

■ Education services

■ Documentation feedback

■ Office locations

For more information about our company and products, visit our Web site at

www.pega.com.

http://www.pega.com/




C-2 Pega Customer Process Manager User Guide — Contacting Pegasystems

Customer Support

Pegasystems Global Services has a dedicated team of support engineers and product

specialists ready to respond with support and consulting services. Pegasystems offers

a choice of customer support programs to meet your business requirements. Global

Services is committed to working in partnership with our customers to deliver world-

class support and service.

To contact Pegasystems, go to www.pega.com.

Education Services

Pegasystems Education department offers a wide range of courses for our customers.

For course descriptions and contact information, go to www.pega.com. Courses canbe presented at customer sites. Courses are given at these locations:

■ Headquarters in Cambridge, Massachusetts

■ Chicago, Illinois

■ San Francisco, California

■ Reading, United Kingdom

■ Sydney, Australia

Pegasystems Certified Professional ProgramThe Pegasystems Certified Professional Program is an important part of Education

Services. The program provides certification examinations for System Architects on

the aspects of PegaRULES Process Commander essential to implementing successful

applications. For more information, go to www.pega.com.

http://www.pega.com/Services/ProfessionalServices/Services.asp

http://www.pega.com./Services/EducationalServices/Education.asp

http://www.pega.com./Services/EducationalServices/Education.asp




Contacting Pegasystems — Documentation Feedback C-3

Pega Developer Network (PDN)

The Pega Developer Network (PDN), located at http://pdn.pega.com, is the primary

technical resource area for the Process Commander developer community. The PDN

contains a broad range of technical articles including troubleshooting and “How-To”

information and a comprehensive and searchable knowledgebase to help developers

speed their application development. The PDN also links directly to the customer

support section of pega.com where customers can submit trouble reports and product

enhancement requests.

Documentation Feedback

Pegasystems strives to produce high-quality documentation. If you have commentsor suggestions, please send us a fax or e-mail with the following information:

■ Document name, version number, and order number (located on the

copyright page)

■ Page number

■ Brief description of the problem — for example, what instructions are

inaccurate, or what information requires clarification

Send faxes to: 617-374-9620, attention Technical Communications.

Send e-mail to: [email protected].

Note: This e-mail address is only for documentation feedback. For a product or

technical question, contact Pegasystems Global Services department.

http://pdn.pega.com/

mailto:[email protected]



mailto:[email protected]

http://pdn.pega.com/



C-4 Pega Customer Process Manager User Guide — Contacting Pegasystems

Office Locations

Pegasystems maintains offices in these locations:

■ Cambridge, Massachusetts (Headquarters)

■ Alpharetta, Georgia

■ Chicago, Illinois

■ Concord, New Hampshire

■ New York, New York

■ Irving, Texas

■ Toronto, Ontario, Canada

■ Melbourne, Australia

■ Sydney, Australia

■ Paris, France

■ Reading, United Kingdom

For more information, contact your Pegasystems Sales Representative or go to

http://www.pega.com.





Pega Customer Process Manager User guide — Index I-1

Index

A account address change, 4-5

account composite gadget, 3-14

account owner composite gadget, 3-19

actions

Qualify dispute, 4-5

Update contact, 4-10, 4-11, 4-12, 4-16,

4-17, 4-18, 4-85, 4-115, 4-117, 4-

120, 4-123, 4-130


options, 4-127

ActiveX downloads, 2-4

ad hoc reports, 5-11

add business unit, 4-9add contact, 4-15

amount formats, 2-18

AppAddContact Visio workflow, A-54

AppContactSearch Visio workflow

PegaCA-Work-Interaction class, A-8

AppGetAccount Visio workflow, A-10

AppGetAccountDetails Visio workflow


AppGetBusinessUnit Visio workflow, A-13

AppGetContact Visio workflow, A-12

AppVerifyContact Visio workflow, A-15

attachments, 3-32

adding, 3-41viewing, 3-32, 3-40

audience, 1-2

B business unit composite gadget, 3-21

C CAAcctContantLinks Visio workflow, A-44

CAAddBusinessUnit Visio workflow, A-50

CAAddressChange Visio workflow, A-23

CACloseOrRetainAccount Visio workflow,

A-24

CAComplaintOrCompliment Visioworkflow, A-25

CAContactAcctLinks Visio workflow, A-46

CADisputeTransaction Visio workflow, A-

27

CAGeneralService Visio workflow, A-28

CAGetPresentOffer Visio workflow, A-33

CAInteractionDriver Visio workflow


calendar icon, 2-18

caller verification, 3-5

campaign integration, 1-4

campaign wizard, 3-54

campaigns

adding, 3-54

maintaining, 3-62

viewing, 3-61

case

adding attachments, 3-41

automatic creation, 3-28

definition, 2-2

manual creation, 3-29

reviewing history, 3-39

reviewing service requests, 3-38

selection, 3-31

service request, 3-35CASendCorrespondence Visio workflow,

A-26

CAUpdateContactCommOption Visio

workflow, A-57

close account, 4-20

communicate message, 4-28

complaint/compliment, 4-30

computer telephony integration

definition, 2-2

contact



I–2 Pega Customer Process Manager User guide — Index

updating, 4-10, 4-11, 4-12, 4-16, 4-17,

4-18, 4-85, 4-115, 4-117, 4-120, 4-

123, 4-130

contact communication options

updating, 4-127

contact composite gadget, 3-17CTI

call handling, 3-27

logging in, 3-24

making a call, 3-27

screen pop, 3-26

customer composite area, 3-13

Customer Process Manager

benefits of, 1-3

customer search, 3-3

customer verificatoin, 3-2

D dates

calendar icon, 2-18

format, 2-17

locale, 2-17

Diagnostic Issue flow

overview, 4-37

disputes

qualifying, 4-5

documentation

documentation set, 1-7

related documents, 1-7

user guide structure, 1-6

drill-down reports, 5-5

E ending an interaction, 3-23

error message, 2-19

Excel report export, 5-5

F FAQ

overview, 4-41

FAQ flow

confirm knowledge topic, 4-42

customer process manager inquiries,

4-43

search topics, 4-42

FAQ flow

browse topics, 4-41

FAQ flowdiagram, 4-44

find work gadget, 3-36

flows. See workflows

account address change, 4-5

add business unit, 4-9

add contact, 4-15

close account, 4-20

communicate message, 4-28

complaint/compliment, 4-30

definition, 4-1

general service case, 4-46

handle opportunity, 4-109

interaction, 4-1material fulfillment, 4-49

modify account links, 4-54

modify business unit link, 4-59, 4-115,

4-117, 4-120

modify contact links, 4-63

open new account, 4-68

opportunity, 4-73

override SLA, 4-81

quick add contact, 4-84

schedule activity, 4-87

send correspondence, 4-90

service, 4-1

statement copy, 4-95suggested offer, 4-102

transaction dispute, 4-111

update communication option, 4-127

update contact address, 4-115, 4-117,

4-123

update contact name and profile, 4-

130, 4-131

G gadgets

account composite, 3-14



Pega Customer Process Manager User guide — Index I-3

account owner composite, 3-19

business unit composite, 3-21

contact composite, 3-17

finding work, 3-36

my group, 3-37

my Opportunity, 3-70my work in progress, 3-35

reporting, 5-2

reporting dashboard, 5-2

reports, 5-3

general service case, 4-46

guided processing, 1-3

H handle opportunity, 4-109

I icons

calendar, 2-18

icons and controls, 2-15

interaction management, 1-3

Internet Explorer

settings, 2-5

L live interaction

caller verification, 3-5

customer search, 3-3

customer verification, 3-2

definition, 2-2

ending, 3-23location finder, 3-44

logging off, 2-6

logging on, 2-3

M material fulfillment, 4-49

modify account links, 4-54

modify business unit link, 4-59, 4-115, 4-

117, 4-120

modify contact links, 4-63

multi-channel support, 1-4

my group gadget, 3-37

N named customer registration

searching for, 3-63

named customer registrations

adding, 3-65

non-live interaction, 3-28automatic case creation, 3-28

case selection, 3-31

completing, 3-34

customer identification, 3-32

definition, 2-2

manual case creation, 3-29

processing requests, 3-32

O open new account, 4-68

opportunity, 4-73

opportunity processing, 3-69

adding, 3-69

assigning an opportunity, 3-70

my opportunity gadget, 3-70

other processes, 3-7

P passwords

changing, 2-5

initial, 2-5

PegaRULES Process Commander, 1-7

Pegasystems, contacting, C-1

portal view

home base, 2-7interaction manager (in process), 2-12

interaction manager (initiate work), 2-

10

process automation, 1-4

processes

executing, 3-9

launching, 3-8

other, 3-7

queued, 3-8

standard business process list, 3-10

suggested, 3-7

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