The Move Service Microjourney™ in the Pega Customer Service™ for Communications application enables CSRs to change the service location for customers by running an availability check at the new location, and then scheduling a move. 

• Business value
• Personas, channels, and use cases
• Assisted service example
• Self-service example
• Stages and steps
• Data model
• Enabling and extending the Microjourney
• Integrating the Pega product Catalog for Communications (PPCC)

Business value

The Move Service Microjourney enables CSRs to move the active services of a customer to a new location. CSRs can check the service availability at the new location, and then schedule a move for a specific date. They can optionally schedule a technician's visit for installation. Customers can also easily schedule a move by using the self-service portal, and then seamlessly contacting the customer support team if needed. 

This Microjourney integrates with the Pega Product Catalog for Communications to store and manage product information. 

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 Additional interaction features.

Assisted service example

Customers can move multiple services at the same time to a new location by contacting the customer support team. CSRs can easily handle move requests in the Interaction portal by using a guided process that enables them to schedule the move. This Microjourney also provides a user-friendly self-service interface for customers to check service availability and setup a move on their own. The following steps illustrate the Interaction Portal workflow:

1. The CSR asks the customer for information about the new address they are moving to, and the date on which they want to move the services.
    
   
   
2. The CSR views the availability of the customer's services at the new location, and then selects the services that the customer wants to move.
    
   
   
3. For each service the CSR selects new equipment for the customer, if they are interested.
    
   
   
4. The CSR selects the installation option for each service and the customer's preferred installation date and time, if it is a professional installation.
    
   
   
5. The CSR reviews all of the information with the customer, and then clicks Submit.
    
   
   
6. The CSR confirms with the customer that the move is scheduled, and then updates the customer about the next steps in the process.
    
   
   

Self-service example

The Move Service Microjourney in the web self-service channel enables customers to setup a move request online. If they have any questions during the process, they can open the Frequently asked questions in the right pane, or contact the customer support team. The following steps show an example of a customer using this Microjourney:

1. The customer selects the new address and move date. They can open the frequently asked questions from the right pane.
    
   
   
2. The customer selects the services to be moved to the new location.
    
   
   
3. The customer is finished and sees the confirmation message.
    
   
   

Stages and steps

The following figure shows the stages and steps in the Move Service case type designed for this Microjourney. The project team can modify and extend most areas of this Microjourney in App Studio, making it faster to deploy.

Stages and steps

1. Eligibility - The standard eligibility check from the case template.
2. Intake - CSR or customer input on the move details, such as address, date, installation type, and so forth.
3. Process request - The standard processing steps from the case template.
4. Resolve - The final steps to process or resolve the order and send a notification.

Personas

5. CSR - Customer service representative
6. Customer - End user

Data objects

7. The customer's billing and service address.
8. The list of product offers, with their characteristics and specifications.
9. The list of devices that the company supports for its services.

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.

Populating data in the Move Service Microjourney

To retrieve the required data, you must modify the data pages that this Microjourney references. The D_ GetServiceList, D_ GetCustomerDeviceEquipmentHistory and D_ AvailableTimeSlots data pages serve as extension points for the configuration, and D_PlaceDetail for the self-service application. For more information about data pages, see Data pages overview.

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.

Populating the service list

The  D_GetServiceList data page retrieves the list of services. This data page has the following parameters:

• AccountNumber
• BillPeriodID
• ProductCategory
• Prorated: Prorated records (Y/N). Leave blank to get all records.

After you modify the source of the data page, the following fields are populated from the new source: 

• ServiceOption
• AccountProductKey
• ActivationDate
• DeactivationDate
• ProductDescription
• MonthlyCharge
• ProductID
• Price
• DiscountPrice
• DiscountedOTC
• PlanName
• ProductCategory
• RetailPrice
• ProductTypeId

Populating the service availability

The D_ServiceAvailability data page retrieves service availability based on the ZIP code and service type. Some examples of the status that this data page returns are: Available, Not available, Other service available, and so forth. This data page has the following parameters:

• ZipCode: Zip code
• ServiceCategory: Service category (for example, TV, internet)
• JsonCriteria: Json string which includes the set of parameters

After you modify the source of the data page, the following fields are populated from the new source: 

• Status
• Description

Populating customer devices and equipment history

The D_GetCustomerDeviceEquipmentHistory data page returns all the equipment and devices lists for the customer accounts. This data page has the following parameters:

• CustomerID
• ProductCategoryID
• AccountNumber
• ProductTypeId
• UsageRequired

After you modify the source of the data page, the following fields are populated from the new source: 

• ActivationDate
• CustAddress
• EquipmentDescription
• EquipmentID
• EquipmentName
• EquipmentOTC
• EquipmentPrice
• Status

Populating time slots

The D_AvailableTimeSlots data page returns the available time slots for the professional installation. This data page has the SlotCount parameter. After you modify the source of the data page, the following fields are populated from the new source: 

• TimePeriod
• Availability

Populating data in the self-service application

Use the data pages described next to populate data in the self-service application.

Populating places

The D_Places data page retrieves the places based on the input parameter using the places autocomplete google search API. This data page has the following parameters:

• Input: Input search string
• Key: Google API map key
• searchCriteria: json formatted string of search criteria

After you modify the source of the data page, the following fields are populated from the new source: 

• Description
• place_id
• structured_formatting
• matched_substrings
• terms
• types

Populating place detail

The D_PlaceDetail data page retrieves the place detail based on the place id retrieved from the places autocomplete search API. The data page uses the placedetail google API. This data page has the following parameters:

• Key: Google api map key
• placeid: Place id retrieved in the places API

After you modify the source of the data page, the following fields are populated from the new source: 

• AddressLine1
• City
• Country
• PostalCode
• StateCode
• Result
  • adr_addresses
  • formatted_address
• geometry
• plus_code
• address_components
  • Long_name
  • short_name
• type

Enabling and extending the Microjourney

The Move Service Microjourney is designed for common communication scenarios. Use the extension points described next to efficiently configure this Microjourney to meet your specific business needs, and to upgrade this Microjourney in the future. 

Extension points

You can customize the following elements of the Microjourney:

Use the following extension points in the self-service application to retrieve the move address using Google API:

Integrating the Pega Product Catalog for Communications (PPCC)

Perform the following steps to integrate the PPCC with this Microjourney:

1. Open the PPCC application and define a new catalog. Refer to the PPCC documentation.
2. Note the catalog ID for the new catalog.
3. Add offers to the new catalog that was created in PPCC. Refer to the PPCC documentation.
4. Open the Customer Service for Communications application and enter the catalog ID in the DefaultProductCatalog extension point.