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Using a framework application for Pega Customer Service

Updated on October 27, 2022

If your organization requires a framework application, complete this procedure to create the framework application and the implementation applications.

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

Creating the framework application for Pega Customer Service

Create the framework application that will contain the rules that are common to all parts of your organization. The implementation applications that you build on top of this framework application will inherit the common rules from the framework application.

  1. To create a new operator ID for running the New Application wizard, complete the following steps:
    1. Log in to Dev Studio by using the operator ID [email protected] and the password that you specified for that operator.
    2. Save a copy of the existing [email protected] operator, and give it a name that identifies it as an Application Setup operator.
    3. Add the appropriate access group to the new operator record, and then click the radio button to the left of the access group to select it as the default access group.

      Note: If you don't see the access group shown below, make sure your application is using the latest built-on application, as described in the Update Guide for your application on Pega Documentation home page.
      ApplicationAccess group
      Pega Customer Service

      CustomerService:AppSetup

      Pega Customer Service for Communications

      CustomerServiceComms:AppSetup

      Pega Customer Service for Financial Services

      CustomerServiceForFS:AppSetup

      Pega Customer Service for Healthcare

      CustomerServiceHC:AppSetup

      Pega Customer Service for Insurance

      CustomerServiceForIns:AppSetup

      When this access group is selected as the default access group for an operator, the New Application wizard opens when the operator logs in.

      The following figure shows the new operator and the new default access group:

      New operator with default access group selected
      New operator with default access group selected
    4. Save the new operator.
  2. Log in as the Application Setup operator.
  3. Follow the steps in the New Application wizard to create the new framework application:
    1. On the Are you ready to build a new application page, the built-on application is selected for you, based on the operator access group. Click Continue
    2. On the Select service request bundles page, select your lines of business, and then click Continue.
      Each bundle includes service request types and data types related to that line of business.
    3. On the Service requests page, select the service request types required for your business, and then click Continue.

      The New Application wizard automatically selects the service request types associated with the selected bundles.

      Note: As a best practice, import all the out-of-the-box service request types when you run the New Application wizard. This ensures that your service request types are configured with the correct implementation classes and inheritance hierarchy. You can hide infrequently used service request types from the Task categories menu. In addition, Dev Studio includes an option that lets Administrators add an out-of-the-box case type to your application at a later time. For information, see Importing a case type.
    4. On the Data types page, select the data types required for your business, and then click Continue.
      The New Application wizard automatically selects the data types associated with the selected bundles.
    5. On the Select interaction channels page, select the interaction channels that your business supports, and then click Continue.
      For each selected channel, the New Application wizard creates the relevant interaction classes and drivers in the new implementation application. To edit the interaction classes and drivers after you create the implementation application, see Configuring interaction type settings.
    6. On the Customer Decision Hub page, select Enable Customer Decision Hub if your organization uses Customer Decision Hub features for next best action suggestions and suggested replies.
    7. On the Name your application page, enter the name of the application, and then click Advanced configuration.
    8. In the Application Settings section, under Application structure, select Framework.
    9. In the Organization settings section, enter the Organization name, Division name, and Unit name for this application.

      The New Application wizard creates the application class structure for you based on the organization settings that you enter. For more information, see Understanding class layers and Understanding class hierarchy and inheritance.

      If you have not already defined the organization entities (for example, if you have not already defined the division), type the name of the new entity in the appropriate field. The application saves the new values when you create the new application.

    10. Click Save, and then click Create application.
      Result: The New Application wizard creates the application.
  4. Optionally, create operators for the new application:
    1. Select a user and their role.
      Each role corresponds to an access group that is part of the new application.
    2. Click Add.
  5. To open the new application, click Go to app.
    The new application opens in App Studio.
For example:

The following video demonstrates how to create a framework application:

What to do next: Create an implementation application on top of the framework application. For more information, see "Creating a Pega Customer Service implementation application on top of a framework application", next.

Creating a Pega Customer Service implementation application on top of a framework application

If your organization requires a framework application, complete this procedure to create the implementation applications on top of the framework application.

Before you begin: Create the framework application as described in the previous topic, "Creating the framework application for Pega Customer Service".
  1. Log in to the framework application using the same application setup operator that was used to create the framework application.
  2. Switch to Dev Studio.
  3. In the header of Dev Studio, click the name of the application, and then click New Application.
  4. Follow the steps in the New Application wizard to create the new implementation application:
    1. On the What type of application do you want to build page, select your framework application.
      Your new implementation application will be built on top of the framework application, and it will inherit the rules from that application.
    2. On the Select service request bundles page, select your lines of business, and then click Continue.
      Each bundle includes service request types and data types related to that line of business.
    3. On the Service requests page, select the service request types required for your business, and then click Continue.

      The New Application wizard automatically selects the service request types associated with the selected bundles.

      Note: As a best practice, import all the out-of-the-box service request types when you run the New Application wizard. This ensures that your service request types are configured with the correct implementation classes and inheritance hierarchy. You can hide infrequently used service request types from the Task categories menu. In addition, Dev Studio includes an option that lets Administrators add an out-of-the-box case type to your application at a later time. For information, see Importing a case type.
    4. On the Data types page, select the data types required for your business, and then click Continue.
      The New Application wizard automatically selects the data types associated with the selected bundles.
    5. On the Select interaction channels page, select the interaction channels that your business supports, and then click Continue.
      For each selected channel, the New Application wizard creates the relevant interaction classes and drivers in the new implementation application. To edit the interaction classes and drivers after you create the implementation application, see Configuring interaction type settings.
    6. On the Customer Decision Hub page, select Enable Customer Decision Hub if your organization uses Customer Decision Hub features for next best action suggestions and suggested replies.
    7. On the Name your application page, enter the name of the application, and then click Advanced configuration.
    8. In the Application Settings section, under Application structure, verify that Implementation is selected.
    9. In the Organization settings section, enter the Organization name, Division name, and Unit name for this application.

      The New Application wizard creates the application class structure for you based on the organization settings that you enter. For more information, see Understanding class layers and Understanding class hierarchy and inheritance.

      If you have not already defined the organization entities (for example, if you have not already defined the division), type the name of the new entity in the appropriate field. The application saves the new values when you create the new application.

    10. Click Save, and then click Create application.
      Result: The New Application wizard creates the application.
  5. Optionally, create operators for the new application:
    1. Select a user and their role.
      Each role corresponds to an access group that is part of the new application.
    2. Click Add.
  6. To open the new implementation application, click Go to app.
    The new implementation application opens in App Studio.
For example:

The following video demonstrates how to create an implementation application on top of a framework application:

What to do next: After you create your implementation application, enable and extend configurable functionality and features to meet your business needs.
  • Previous topic Creating your Pega Customer Service implementation application
  • Next topic Creating a Pega Customer Service implementation application without a framework application

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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