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Manage Customer-Circumstance Microjourney

Updated on January 7, 2022

The Manage Customer Circumstance Microjourney™ provides a framework to support complex flows, in which customers can report rare events that require exceptional handling. For example, COVID19, storms, or other natural disasters that can impact a customer’s ability to repay their bank liabilities.

Pega Customer Service for Financial Services Product Overview

Customers have several options to submit the required information, to make it as easy and empathetic as possible. They can securely upload the required documents through a web self-service portal, through a branch contact, or they can mail the documents to a back-office. Additionally, customers can extend this Microjourney to add extra steps for processing the request.

The following figures show the Manage Customer Circumstance workflow in the Web self-service channel and the Interaction Portal:

Select customer circumstance example (Web self-service portal)
Select customer circumstance example in the web self-service channel
Enter circumstance details example
Enter circumstance details example in the web self-service portal
Enter circumstance details example
Enter circumstance details using the self service portal
Select customer circumstance example (Interaction Portal)
Select circumstance example in the Interaction Portal
Manage circumstance summary example
Circumstance summary example in the Interaction Portal

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