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Make Payment Microjourney - Communications

Updated on October 16, 2020

​Configure and extend the Make Payment Microjourney™, which is part of the Pega Customer Service™ for Communications application.

Business value

The Make Payment Microjourney enables communications company customers to easily make a payment for a single bill or multiple bills through a customer service representative (CSR). This Microjourney or use case, enables communications companies to lower their implementation costs by using this Microjourney out-of-the-box. This case also uses the new case template that standardizes the case structure for all Microjourneys, allowing for quicker deployment.

Pega Customer Service™ for Communications offers a best-in-class self-service interaction that allows customers to quickly and easily pay a bill, which improves customer satisfaction and decreases costs.

Personas, channels, and use cases

PersonaChannelUse case
Customer service representative (CSR)Assisted channel through the Interaction portalWith a single interaction, customers can make a payment to one or more bills.

Example: Assisted service

  1. The CSR can review bill details such as bill period, due date, and bill status.
  2. The CSR can select the amount due or enter a different amount.
  3. The CSR also has the option to select Promise to pay if the customer is unable to make a payment by the due date.
    Select payment option that shows past due, other amount, and promise to pay options
  4. If the CSR selects the Promise to pay option, they can enter a promise date and promise amount.
    Select payment option that shows the promise to pay option selected with promised amount and promised date

Stages and steps

The project team can modify and extend this Microjourney in App Studio, allowing business users to Build for Change®. This Microjourney stages include Eligibility, Intake, Process request, and Resolve, as shown in the following figure.

Preview application in App Studio that shows stages, steps, data objects, and personas


The following is a description of the stages in this Microjourney.

  1. Eligibility  The customer is automatically verified, typically through an IVR process, or the CSR enters the verification details.
  2. Intake The CSR enters the amount to be paid and chooses a payment method. Alternatively, the CSR sets up a promise to pay.
  3. Process request  The payment is processed.
  4. Resolve  The case is resolved.


5. CSR  Explains the bill details to the customer and takes the payment.

Data objects

6. Account The customer's accounts.
7. Customer account bill  Contains the customer's billing details.
8. Payment method  Customer's payment method on file.

Data model

Use the Data model page in App Studio to quickly view and understand the relationship between all data objects in the application. You can add, update, and delete data objects without exiting the visual data model.

For information about the Data model page, see Data modeling. For information about connecting to external data entities, see Managing data and integrations with the Integration Designer.

The following figure shows the entity relationship diagram (ERD) for this Microjourney.  For each data object, the ERD shows only the properties that apply to this Microjourney.


Enterprise relationship diagram for Make Payment


Enabling the Microjourney

Perform the following steps to enable the Microjourney:

  1. Ensure that the service case is enabled to display on the Add Task menu in App Studio. To enable the service case within App Studio, click Case types > Settings > Service request options.
  2. Select the Display in Add Task menu? check box.
    Application preview showing service requests
  3. Implement the data entities used in the Make Paymentservice case. To access the data entities within App Studio, click Case types > Data Model > View data model.

  4. View the three pillars of the service to see the overall data objects that are used in the case.



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