This article describes how to configure and extend the Manage Lost or Stolen Card Microjourney™, which is part of the Pega Customer Service™ for Financial Services application. The microjourney provides a user-friendly interface for seamless end-to-end management of lost or stolen cards.

• Business value
• Personas, channels, and use cases
• Assisted-service example
• Self-service example
• Stages and steps
• Data model
• Populating data in the Manage Lost or Stolen Card Microjourney
• Enabling and extending the Microjourney

Business value

With the Manage Lost or Stolen Card Microjourney, customers can report and replace a missing card. Financial institutions require their customers to talk to an agent because they want to review transactions and start a fraud investigation at the point of contact. This microjourney makes it easy and convenient for customers to self-service end-to-end. The customer is guided through blocking the car at risk, selecting which transactions are suspicious to them, and asking qualifying questions. Customers can choose to send the replacement care to any of their addresses on file, or to a one-time address, which requires extra authentication. Multiple delivery options are also available. Enabling customers to self-service this microjourney increases customer satisfaction and reduces financial institution's costs.

Personas, channels, and use cases

The following table shows the personas, channels, and use cases that are pre-configured for this Microjourney. Your Microjourney might also support other channels. For information about all the interaction channels that Pega Customer Service supports, see Interaction channels.

Assisted-service example

In this example, a customer requires assistance or prefers to use the help of a CSR who can easily process their request. The process consists of three major steps:

1. Blocking the missing card. The customer is made aware that this step cannot be undone.
2. Reviewing the recent transaction history, flagging all suspicious transactions, and answering all qualifying questions. Customers are made aware that this is a legal matter and must acknowledge that neither they nor someone they know initiated the transactions, as well as other questions required for the fraud investigation system.
3. Selecting a delivery address and method. Addresses on file are available for selection as well as a one-time delivery address option. By default, domestic addresses have three delivery options. International addresses have one default delivery option.

​​​Customers review their selections prior to submitting, and they are presented with a confirmation screen which shows the next steps. An email is automatically sent to the email address on file.

The following steps show the typical flow for this interaction:

1. The CSR makes the customer aware of the steps in the case and confirms blocking the card to proceed.
    
   
   
2. The Customer provides the information about the date the card was last in their possession and the list of transactions are loaded from the specified date. The CSR can check the transaction details by clicking on the Details link and selecting transactions to mark as fraudulent.
    
   
   
    
   
   
3. The CSR provides the customer with the total value of the selected fraudulent transactions, and provides information about the selected transactions to further qualify for fraud investigation.
    
   
   
4. The customer selects the delivery method and the address to which they want the card delivered. The customer can also add a new address by providing the details for the new address.
    
   
   
5. The CSR reviews the information captured in the previous screens related to actions performed, qualifying questions, and shipping information. They can also view the transaction selected in review transaction screen by clicking on the arrow to expand section.
    
   
   
6. The following simplified confirmation screen provides actionable, relevant information so that the customer knows what to expect.
    
   
   

Self-service example

Self-service is the most convenient channel for customers. The design is responsive, so it works well on mobile devices as well as computer-based web browsers. The process consists of three major steps:

1. Blocking the missing card. The customer is made aware that this step cannot be undone.
2. Reviewing the recent transaction history, flagging all suspicious transactions, and answering all qualifying questions. Customers are made aware that this is a legal matter and must acknowledge that neither they nor someone on they know initiated the transactions, as well as other questions required for the fraud investigation system.
3. Selecting a delivery address and method. Addresses on file are available for selection as well as a one-time delivery address option. By default, domestic addresses have three delivery options. International addresses have one default delivery option.

​​​Customers review their selections prior to submitting, and they are presented with a confirmation screen which shows the next steps. An email is automatically sent to the email address on file.

The following is an example of a typical flow for this interaction:

1. In the mobile self-service application customer logs in to their application and launch the case Manage Lost or Stolen card. Customer see the steps involved in the case life cycle and confirms the blocking of card by selecting the checkbox.
    
   
   
2. The customer sees the transactions on the card for the selected date range, and flags the transactions that are not recognized for fraud investigation.
   
   
3. The customer answers a few questions related to the selected fraudulent transactions in the review screen to qualify for the fraud investigation to be initiated for flagged transactions.
   
   
4. For the delivery of the new card, the customer can select from the shipping addresses and shipping options listed.
   
   
5. An overview of all the information captured in the previous screens display in the review screen to mark as done and proceed.
   
   

6. The case is created and a message displays regarding the stipulated time to get the new card delivered based on the shipping option selected in the delivery screen.
    

   
   

Stages and steps

The following figure shows the stages and steps in the Manage Lost or Stolen Card case type designed for this Microjourney:

Stages and steps

1. Eligibility – To determine whether the case can be run or additional verification is required. OOTB this stage has been disabled. If you need to know more about the new case template and how to enable this stage, please refer to the Horizontal documentation (new community link here)
2. Intake stage – most of the Microjourney happens in this stage, where all the information is provided related to transactions, qualifying questions for fraud and delivery details for the new card
3. Process request – the CSR will review the inputted information and process the service case
4. Resolve – to send resolution notifications.

Personas

5. Customer – End user whose card has been lost or stolen.
6. CSR – Customer service representative who uses the assisted channels to help the customer understand the process and capture necessary information.

Data objects

7.   General Account – Object for the card.
8.   Account transactions – Account transactions for the card.
9.   Fraud qualification – Customer response to fraud qualification questions.
10. Shipping options – The selected delivery address and shipping option for the replacement card. 

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. 

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.

Populating data in the Manage Lost or Stolen Card Microjourney

You must configure this Microjourney to retrieve required data by modifying the data pages that the Microjourney refers to. For example, <high-level data> includes <specific component or components>, which might be stored in an external data source. The <data page 1, data page 2, and so on> data pages serve as extension points for the configuration. For more information, see Data pages.

You populate data from an external data source by replacing the data source of a data page. For more information about changing data sources, see Changing the data source of a data page.

Enabling and extending the Microjourney

Extension points make it faster and easier to configure this Microjourney to meet your specific business needs, and easier to upgrade this Microjourney in the future. For more information, see Extension points.

The out-of-the-box Manage Lost or Stolen Card case type is designed and implemented to help customers block their lost or stolen card by flagging transactions which were performed by the customer and getting a new card. Also, you can extend the case to support fraud investigation and delivery of card cases.

At a minimum, this microjourney requires implementation of the D_CreditCardTransactionSummary data page which is referenced in DisplayCardTransactions data transform (which is marked as an extension), to get the list of transactions. Other common extension points are described in the following table. Similarly, you can use D_ShippingOptions to modify the shipping options available for the customer to choose from to get the delivery of new card.

For this microjourney, data pages are invoked in the following order:

1. D_CustomerOpen - Populates the details associated with the customer.
2. D_AccountOpen - Populates the account details associated with the customer.
3. D_CreditCardTransactionSummary - Displays the list of transactions on the card from the selected date in the select fraudulent transaction screen.
4. D_ShippingOptions - Displays the list of shipping options on the delivery screen for delivery of the new card.
5. D_ShippingAddress - Displays the available shipping address or to add a different address in the delivery screen.