Creating a self-service application
Create and configure a self-service application on the top of Customer Service
self-service application before creating the Digital Messaging and Legacy Webchat bots for
contextual, bot-driven guidance during the initial customer interactions. 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
Legacy Webchat bot and Digital 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. The following figure shows the application stack of your self-service application. It
inherits features from each layer. Ensure that you add the appropriate access group to your administrator operator
record. For more information about adding an access group, see the Configuring access
groups section in Optional: Defining the security model and organization structure. Create a custom ruleset for the Pega Customer Service self-service application to
customize your self-service application to meet your business needs. 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. When you build a self-service application, you need to create an access group for the
self-service application. 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: 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. 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. 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. 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. Application Access group All Pega Customer Service applications except Pega Customer Service for Insurance Pega Customer Service for Insurance Pega Customer Service for Financial Services Creating a new ruleset for the self-service application
Building a self-service application
Creating access groups for self-service applications
Application Access group All Pega Customer Service applications except Pega Customer Service for Insurance Pega Customer Service for Insurance Pega Customer Service for Financial Services Adding case types and work pools
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