The CS Self-Service application (CSI
Self-Service for the insurance industry) provides a consolidated platform
for the creation and configuration of multiple self-service channels, such as Web Chatbot
and Unified Messaging in a single application. If you want to use chatbots to automatically
handle your initial customer interaction by providing the contextual, bot-driven guidance to
customers, you must create your customer self-service application on top of the
CS Self-Service application and your implementation layer of the
Pega Customer Service application. Your self-service application leverages the service cases
from your Pega Customer Service and the self-service capabilities such as bot
configurations, conversational flows, and chat window configurations from the CS
Self-Service application. The CS Self-Service
application focuses on helping your customer by providing the correct information and
guiding them to take appropriate action. This approach reduces the number of escalations to
live agents and if an escalation happens, it will be more focused. You can deploy the Pega Intelligent Virtual Assistant on your website or messaging channels.
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
The following figure shows the application stack of your self-service application. It
inherits features from each layer.
CS Self-Service application stack
Application
Users
Description
Components
Your Pega Customer Service application
Contact center users such as CSRs and customer service
managers
Your contact center users such as the CSRs and the contact center
managers process the service cases and get role-based access to
various features in the interaction portal, which is a part of your
Pega Customer Service application.
Case type rules using best practices for the stages
Parallel flows for the chat and messaging channels
Flows including flow action assignments
Flow sections
Your CS Self-Service application
End-users who interact with the chatbot on your website
End users process the service cases from the self-service
application using a conversational UI (question and answers) in the
web chatbot. Both the interaction portal in your Pega Customer
Service application and your self-service application can support
the same service cases with a difference in presentation.
Self-service application supports a slimmed down UI with only
question and answers.
Web chatbot channel configuration
Flows using only the conversational shapes
Trimmed down version of the Flow sections
Ensure that you add the appropriate access group to your administrator operator
record.
Application
Access group
All Pega Customer Service applications except Pega Customer Service for Insurance
For the CustomerService 8.5 application stack:
CSSelfService:Admin
For the CustomerService 8 application stack:
CSSelfService
Pega Customer Service for Insurance
For the CustomerServiceForInsurance 8.5
application stack:
CustomerServiceForIns:CSISelfServiceAdmin
For the CustomerServiceForInsurance 8
application stack: CSISelfServiceAdmin
Pega Customer Service for Financial Services
For the CustomerServiceForFS 8.5 application
stack:
CustomerServiceForFS:PegaCSFSSelfService
For the CustomerServiceForFS 8 application
stack: PegaCSFSSelfService
Creating a new ruleset for the self-service application
Create a custom ruleset for the Pega Customer Service self-service application to
customize your self-service application to meet your business needs.
To create the Self-Service application on top of the Customer Service Self-Service application, perform the following
steps:
Log in to your Pega Customer Service application with administrator
credentials.
To create a new ruleset for the self-service application, complete the
following steps:
In the navigation pane of Dev Studio, click
Records > SysAdmin >
RuleSet.
Click Create.
In the Create Ruleset Version page, enter an
appropriate ruleset name in the Ruleset Name
field.
The Version and
Description fields are auto-populated with
default values, which you can edit if necessary.
Click Create and open.
Click Save.
Building a self-service application
Build a self-service application on top of the Customer Service self-service
application, if you want chatbots to automatically handle initial customer interaction with
contextual, bot-driven guidance.
The Self-Service application focuses on helping your
customer by providing the
After you create a new ruleset for your customer
self-service application, you then build the self-service application on the top of your
Pega Customer Service implementation.
In the header of Dev Studio, click the
Application menu, and then click Switch ApplicationCS Self-Service.
In the navigation pane of Dev Studio, click
Records > Application
Definition > Application.
Search for and select the CSSelfService 8
application.
On the Edit Application: CS Self-Service page, click
Save as.
On the Create Application form, enter values in the
following fields:
In the Label field, enter a name for the
self-service application that you want to create.
In the Version field, enter a version number for
your self-service application.
Click Create and open.
Result: The Edit Application page opens for you to
customize the Self-Service application.
On the Edit Application page, on the
Definition tab, in the Built-on
applications section, replace the name in the CustomerService row
with the name of your Customer Service implementation application.
On the Definition tab, in the
Application rulesets section, click the
Add ruleset link, and then enter the ruleset
name that you create for the self-service application.
Result: Your self-service application is successfully
created.
Creating access groups for self-service applications
When you build a self-service application, you need to create an access group for the
self-service application.
Note: To access App Studio from the Self-Service application, do the following:
In the CSSelfService or CSSelfServiceAdmin access groups, enable a
non-workspace portal (Back Office Portal or B2C portal) and App Studio
(pxExpress).
For the operator, in the Self-Service application, select CSSelfService or
CSSelfServiceAdmin access groups as the default access group.
For the access group, select App Studio (pxExpress) as the default
portal.
When you create a new access group for a self-service user operator, ensure that you
copy the access roles from appropriate CSSelfServiceUser access
group:
Application
Access group
All Pega Customer Service applications except Pega Customer Service for Insurance
For the CustomerService 8.5 application stack:
CSSelfService:User
For the CustomerService 8 application stack:
CSSelfServiceUser
Pega Customer Service for Insurance
For the CustomerServiceForInsurance 8.5
application stack:
CustomerServiceForIns:CSISelfServiceUser
For the CustomerServiceForInsurance 8
application stack: CSISelfServiceUser
Pega Customer Service for Financial Services
For the CustomerServiceForFS 8.5 application
stack:
CustomerServiceForFS:FSSelfServiceUser
For the CustomerServiceForFS 8 application
stack: PegaCSFSSelfServiceUser
Specifically, you need to include the PegaCS:SelfServiceUser
role to support escalations from the chatbot to a live agent. In addition, do not
reduce the access to the ChannelServices- and
System-Message-QueueProcessor classes more than what is
included in the PegaCS:SelfServiceUser access role.
Note: Misconfiguration of the Pega Chat access group portal could
lead to unintended data exposure! Pega Chat provides a blank or empty portal
definition in the CSSelfServiceUser access group. If your organization has changed
or customized the access group portal, ensure that the activated portal is also
blank (that is, ensure that the activated portal contains no harness or section
definitions). For more information, see Pega Security Advisory – B21.
Log in to your Pega Customer Service application with administrator
credentials.
To create an access group for the Self-Service application, complete the
following steps:
In the new self-service application, search for and click the access
group that you will copy, as specified in the table above.
On the Edit Access Group: Access Group for CS Self Service
Application page, click Save
as.
On the Save Access Group As form, complete the
following fields:
In the Access Group Name field, enter a
name for your self-service application access group.
In the Short description field, enter a
description for your self-service application access group.
Click Create and open.
On the Definition tab, in the
Application section, do the following:
In the Name field, enter the name of the
self-service application that you create.
In the Version field, specify a version
for the self-service application.
Click Save.
Adding case types and work pools
Create a self-service application with required access groups, case types, and work
pools to build a consolidated platform for creating and configuring multiple self-service
channels, such as Web Chatbot and Unified Messaging in a single application.
Before you begin: Copy the implementation class and work pool values from the
implementation layer of your Customer Service implementation application and paste them
in the corresponding fields in your self-service application.
Add the ChatWithAgent case type from your Customer Service
implementation application by performing the following steps:
Click the Cases & data tab.
In the Case types section, update the
Name, Work ID, and
Implementation class columns with the
ChatWithAgent case type values that you copied
from your Customer Service application
Click Save.
Add the same work pools that are in your Customer Service implementation
application, for example, Work,
-Work-Interaction, and
-Work-QualityReview by performing the following
steps:
Open the access group of your self-service application, and then click
the Advanced tab.
Replace the existing work pools with the work pool values of your
Customer Service application access group.