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Configuring suggestions

Updated on December 12, 2017

Pega Customer Service for Communications provides suggestions to customer service representatives (CSRs) either as recommended actions for resolving a customer-related issue based on a customer's response to a specific question or at the end of troubleshooting steps.

To configure suggested actions, complete the following steps.

  1. Log in to Designer Studio.
  2. In the Explorer panel, click App and then select the PegaComm-FW-CF-Work-GuidedTroubleshooting class.
  3. Click Decision > Decision Table > Set Suggestions.
    The Decision Table displays available suggestion sets for troubleshooting steps.
  4. To add a new suggestion, complete the following tasks.
    1. On the Tables tab, in the toolbar, click the Insert Row icon.
    2. In the Conditions row, enter the Problem title, Question ID, and Answer Value.
    3. In the Actions column, select the return value from the list.
  5. If the return value that you need is not listed in the Actions column, add a return value by completing the following steps.
    1. Open the Results tab and expand Additional Allowed Results.
    2. Click the Addicon.
    3. In the Result field, enter the return value title.
    4. To add the Target property and the Value, click the Addicon.
    5. In the Target property field, select the existing suggestions or suggested actions list.
    6. In the Value field, select the target property value from the list or to create an expression, click the Build an expression icon.
    7. To save the expression, click Submit.
  6. Click Save.

The following example displays how to write the target property and value expression.

The target property and value expression in their corresponding fields

  • Target property.ListOfSuggestions(<APPEND>).SuggestedActions or .SuggestedActions
  • Value@getLocalizedText(Airplanemode​,pyCaption,tools

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