Configuring the suggested actions settings
Configure the suggested actions settings to determine whether Pega Customer Service suggests the next best task to the CSR at the end of a customer interaction, and which features the application uses to present that information.
Pega Customer Service
Implementation Guide
- In the navigation pane of App Studio, click .
- In the list of general settings, click Suggested actions.
- To present intelligent guidance-based suggested tasks to the CSR, complete the
following steps:
- Select the Enable intelligent guidance check box.
- Select the maximum number of intelligent guidance suggested actions to show at one
time. Select a value between 1 and 5 in the Maximum number of actions
displayed list.The default value is 1, meaning that only one suggested task is presented at a time.
- Select the Enable intelligent guidance check box.
- If you have a license for Pega Customer Decision Hub (CDH) data, and you want to
present CDH-based suggested actions and Augmented Agent suggested replies to the CSR,
select the Enable Customer Decision Hub check box, and then enter
the Customer Decision Hub server URL.The CDH data used for suggested tasks can include customer context, contact center, and other contextual information.
- Click Save.
Previous topic Configuring Pega Customer Decision Hub for conditional processing Next topic Configuring service requests