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Advanced customer search configuration

Updated on April 22, 2021

Technical operators can modify and extend the out-of-the-box customer search features in Dev Studio so that business users can more easily work with the customer search views and groups in App Studio.

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 Pega Customer Service Implementation Guide
Technical operators can configure the following customer search features:
  • Adding a new data page for customer search
  • Configuring required input fields
  • Configuring validate rules for input fields
  • Starting customer verification before account selection
  • Extension points for customer search

Adding a new data page for customer search

The default data page for customer search varies by application. If your search requires additional fields that are not part of the default data page, either create a new data page and add the fields, or add the fields to an existing page.

For information about the default data pages for each application, see Customer search.
  1. In Dev Studio, create a new data page or open an existing data page.
    For information, see Data views.
  2. Add the new customer search properties to the data page, and then save the changes.
  3. Add the new properties to the Common-Config-CustomerSearch class.
    1. In the header of Dev Studio, select ConfigureApplicationInventoryRelevant Records.
    2. In the Class Name field, select Common-Config-CustomerSearch.
    3. Click Add records.
    4. In the Type list, select Property.
    5. Select the property name, and click Submit.
  4. If you created a new data page, add it to the cySetSearchInterface data transform.
    1. In the header of Dev Studio, search for and open the cySetSearchInterface data transform.
    2. Add a row to call the data page.
    3. Click Save.

Configuring required input fields

After a business user adds a new customer search input view in App Studio, use Dev Studio to configure validations for the fields in order to identify required fields.

Before you begin: Create the input view and configure the search fields in App Studio as described in "Configuring search fields and adding search views," earlier in this section.
  1. In the navigation pane of Dev Studio, click Data types.
  2. Double-click the Customer search data type to open it.
  3. Click the Views tab, and then double-click your new input view to open it.
  4. For each configured field that should be required, select Required in the Options list.
  5. Click Submit.
  6. Click Save.

Configuring validate rules for input fields

To ensure that customer search data is entered in a specific format, for example, the last five digits of an account number, use Dev Studio to modify or create a validate rule, and then call the validate rule from the ValidateSearchStrings activity.

Before you begin: Ensure that the input view is created, and that it includes the field you want to validate. For information, see Configuring search fields and adding search views.
Use these default validate rules as a model to create new validate rules:
  • ValidateSearchStringsForAccountView
  • ValidateSearchStringsForContactView
  • ValidateSearchStringsForCustomerView
  1. In the header of Dev Studio, search for and open a customer search Validate rule type.
  2. To change the format of a default input field, modify the existing validate rule. To add a new validation, either modify the existing validate rule, or copy it to create a new validate rule.
    For information, see Validating field values on a form.
  3. Click Save.
  4. If you created a new validate rule, add it to the ValidateSearchStrings activity:
    1. In the header of Dev Studio, search for and open the ValidateSearchStrings activity.
    2. Add a step to call the validate rule.
      For information, see Validating field values on a form.
    3. Click Save.

Starting customer verification before account selection

If an interaction requires both customer search and customer verification, then customer verification happens after customer search. You can optionally start customer verification after the contact is selected but before the account is selected. This is useful for a business that requires customer verification earlier in the interaction.

  1. In the navigation pane of Dev Studio, click RecordsDecisionMap Value.
  2. In the Map Name field, click the filter icon and enter AppVerificationParam.
  3. Click Apply.
  4. In the results list, click the PegaCA-Work version (for all applications except Pega Customer Service for Insurance), or PegaIns-Work version (for Pega Customer Service for Insurance) of AppVerificationParam in the latest ruleset.
  5. To perform customer verification after contact identification and before account identification, on the Matrix tab, change the default value Account to Contact.
  6. Click Save.

Extension points for customer search

To extend the out-of-the-box customer search feature, use the extension points described in this topic.

Customer search includes the following extension points:

Extension pointDescription
cySetSearchInterfaceData transform that identifies the data pages that are sources for search fields
GetInterfaceMappingDecision table to set the request and response data transforms for the search interface data page
SearchResultsExtensionSection rule defined in the search results section
SetInteractionDetailsExtnData transform to set the selected contact/account details on the interaction
ValidateSearchStringsActivity to execute the validate rules for the search input criteria

Tags

Pega Customer Service 8.6

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