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Configuring customer inquiry properties

Updated on June 28, 2021

Modify the Customer Inquiry section of the Customer composite Account tab to meet your business needs, such as changing the default properties and updating property parameters.

Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide

Configuring property parameters

For each customer inquiry property that a CSR can share with a customer, you can modify the parameters to better meet your business needs, such as changing the interaction history description that appears in the Wrap Up window and audit trail.

  1. In App Studio, open the Customer Inquiry section in Design mode:
    1. In the header of App Studio, click Preview to launch the Interaction Portal.
    2. In the header of App Studio, click NewDemo Screen PopsDemo Pop - Connor, and then click Accept.
      Note: When modifying interaction rules from App Studio, remember that the changes apply only to the currently open interaction type. In this case, the demo pop is a phone interaction, and the changes that you make will be saved to the rule for the phone channel only, for example, PegaCA-Work-Interaction-Call. To modify the Customer Inquiry for other channels, start an interaction of that type in the Interaction Portal, and then switch to Design mode.
    3. On the Account tab of the Customer composite, click the Customer Inquiry toggle to turn on the feature.
    4. In the header of App Studio, click Design to start design mode.
  2. Hover the cursor over the section that contains the property that you want to edit, and then click the Edit this section icon.
    Editing an existing property
    Hover the cursor over an existing property to edit it
    Result: The right pane displays the section details, which typically consists of the Customer Inquiry check box followed by the property.
    Section details for a single property
    To edit parameters for a single property, open the section and edit the parameters
  3. Hover the cursor over the Customer Inquiry entry that provides the check box for the section (for example, Text Input in the previous figure), and then click the Edit this Customer Inquiry icon ().
    For properties that have multiple pre-defined values (for example, the Status property can have a value of Active or Inactive), each possible value has a separate Customer Inquiry entry in order to define different parameters for each possible value.
  4. Click the Parameters tab.
    Customer inquiry parameters
    Parameters include an interaction reason, interaction history message, and auto-generated response content
  5. In the Associated Property name field, enter the tooltip text to show to CSRs when they hover their cursor above this property.
  6. In the Reason for interaction drop down value field, enter a short description of what information the CSR shared with the customer.
    This description populates the Wrap Up window's Reason for interaction list, in addition to any other reason codes that might be associated with the current interaction. During wrap up, a CSR selects the reason for the interaction from that list. If the interaction included multiple customer inquiries, the reasons associated with each of those properties are available for selection.
  7. In the Wrap Up history task description field, enter the description to show in the Wrap Up window and audit history when the CSR or integrated third-party Interactive Voice Response (IVR) system share this property with a customer.
    This field can include placeholders for account properties, for example {.Account.AvailableBalance}. To see an example of the required syntax for property placeholders, delete the current value. The empty field displays the sample syntax.
  8. In the Shareable string in digital channels field, enter the reply that the application generates in the digital messaging window, email response window, or third-party IVR system response.
    This field can include placeholders for account properties, for example {.Account.AvailableBalance}. To see an example of the required syntax for property placeholders, delete the current value. The empty field displays the sample syntax.
  9. Click Apply.
  10. Click Exit preview.

Adding a new property to the view

Add a new account or policy property to the Customer Inquiry view so that CSRs can quickly provide that information to customers. To add a new property, create a new section that consists of the customer inquiry check box and the property.

  1. In App Studio, open the Customer Inquiry section in Design mode:
    1. In the header of App Studio, click Preview to launch the Interaction Portal.
    2. In the header of App Studio, click NewDemo Screen PopsDemo Pop - Connor, and then click Accept.
      Note: When modifying interaction rules from App Studio, remember that the changes apply only to the currently open interaction type. In this case, the demo pop is a phone interaction, and the changes that you make will be saved to the rule for the phone channel only, for example, PegaCA-Work-Interaction-Call. To modify the Customer Inquiry for other channels, start an interaction of that type in the Interaction Portal, and then switch to Design mode.
    3. On the Account tab of the Customer composite, click the Customer Inquiry toggle to turn on the feature.
    4. In the header of App Studio, click Design to start design mode.
  2. Hover the cursor over the entire Customer inquiry section, and then click the Edit this section icon as shown in the following figure:
    Editing the Customer inquiry section
    To add a new property, start by editing the section that contains all the customer inquiry properties
    Result: The right pane displays the details for all subsections and properties.
  3. In the right pane, click the Add icon next to the subsection where you want to add the property. For example, to add a property to the second column, click the Add icon for section B.
    Adding a property to a section
    Select the Add icon next to the section where you want to add the property
    Result: The Add window opens in the right pane.
  4. Add the section that will contain the property and check box:
    1. Scroll to find the Sections category, and then click the Add icon.
      Note: If you already created a section that contains the property, but it is not included in the Customer Inquiry view, then you can add that section to the view without completing the rest of these steps. Hover your cursor over that section, and then click the Add to view icon.
    2. Enter a name for the new section, and then click Submit.
      Result: App Studio adds the new section to the bottom of the column (for example, to the bottom of column B).
    3. Close the Add window by clicking the Close icon.
      Result: The right pane displays the section editor.
  5. Add the check box and property to the section:
    1. In the right pane, locate the section that you just added, hover your cursor over the section name, and then click the Edit this section icon.
      Result: The right pane displays the section details.
      Default appearance of a new section
      Right pane displays the default content for the new section
    2. Hover the cursor the Text Input entry, and then click More Options icon ()Delete to delete this default entry.
    3. Click the Add icon.
    4. In the Controls category, hover the cursor over Customer Inquiry, and then click the Add to view icon.
    5. Scroll to find the property that you want to add, hover the cursor over that property, and then click the Add to view icon.
    6. Close the Add window by clicking the Close icon.
      Result: The right pane displays the two items that you added in the section editor:
      Right pane displays the section details
      In the right pane, the section editor displays the check box and property that you added
  6. Configure the Customer Inquiry check box:
    1. In the right pane, hover the cursor over Customer Inquiry, and then click the Edit this Customer Inquiry icon.
    2. On the General tab, delete the value in the Label value field.
    3. On the Presentation tab, clear the Reserve space for label check box.
    4. On the Parameters tab, configure the customer inquiry parameters as described earlier in this topic.
    5. Click Apply.
    6. Close the Customer Inquiry by clicking the Close icon.
  7. Modify the property so that it is view-only:
    1. In the right pane, hover the cursor over the property name, and click Edit icon.
    2. On the Presentation tab, select Read-only (always) from the Edit options list.
    3. Click Apply.
    4. Close the property by clicking the Close icon.
  8. Configure the section to display the check box on the same line as the property:
    1. At the top of the right pane, in the Template area, click Change.
    2. Select the Card with field item labels left template.
    3. Close the section editor by clicking the Close icon.
  9. Click Exit preview.

Modifying existing customer inquiry properties

In addition to configuring parameters and adding new properties, you can also change the label or source of a customer inquiry property, remove a property, or change the location of a property.

  1. In App Studio, open the Customer Inquiry section in Design mode:
    1. In the header of App Studio, click Preview to launch the Interaction Portal.
    2. In the header of App Studio, click NewDemo Screen PopsDemo Pop - Connor, and then click Accept.
      Note: When modifying interaction rules from App Studio, remember that the changes apply only to the currently open interaction type. In this case, the demo pop is a phone interaction, and the changes that you make will be saved to the rule for the phone channel only, for example, PegaCA-Work-Interaction-Call. To modify the Customer Inquiry for other channels, start an interaction of that type in the Interaction Portal, and then switch to Design mode.
    3. On the Account tab of the Customer composite, click the Customer Inquiry toggle to turn on the feature.
    4. In the header of App Studio, click Design to start design mode.
  2. To change a property source or label, complete the following steps:
    1. Hover the cursor over the section that contains the property that you want to edit, and then click the Edit this section icon.
    2. On the General tab, modify the Property or Label value.
    3. Click Apply.
  3. To remove a property from the Customer Inquiry section, complete the following steps:
    1. Hover the cursor over the entire Customer inquiry section, and then click the Edit this section icon, as shown in the previous steps.
    2. In the right pane, locate the section that contains the property that you want to delete.
    3. Hover the cursor over the property that you want to remove, and then click More Options icon ()Delete.
  4. To change the sequence of properties in the Customer Inquiry section, complete the following steps:
    1. Hover the cursor over the entire Customer inquiry section, and then click the Edit this section icon, as shown in the previous steps.
    2. In the right pane, hover the cursor over a property that you want to move, and then drag the Reorder icon () to change the location of the property in that section.
  5. Click Exit preview.

Tags

Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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