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.
To create a new operator ID for running the New Application wizard,
complete the following steps:
Log in to Dev Studio by using the operator ID
[email protected] and the password that you specified for
that operator.
Save a copy of the existing [email protected] operator, and
give it a name that identifies it as an Application Setup operator.
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.
Application
Access 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
Save the new operator.
Log in as the Application Setup operator.
Follow the steps in the New Application wizard to create the new
framework application:
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
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.
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.
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.
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.
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.
On the Name your application page, enter the name of the
application, and then click Advanced configuration.
In the Application Settings section, under
Application structure, select
Framework.
In the Organization settings section, enter the
Organization name, Division name, and
Unit name for this application.
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.
Click Save, and then click Create
application.Result: The New Application wizard creates the application.
Optionally, create operators for the new application:
Select a user and their role.
Each role corresponds to an access group that is part of the new
application.
Click Add.
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".
Log in to the framework application using the same application setup operator that was
used to create the framework application.
Switch to Dev Studio.
In the header of Dev Studio, click the name of the application, and then click New
Application.
Follow the steps in the New Application wizard
to create the new implementation application:
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.
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.
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.
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.
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.
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.
On the Name your application page, enter the name of the
application, and then click Advanced configuration.
In the Application Settings section, under
Application structure, verify that
Implementation is selected.
In the Organization settings section, enter the
Organization name, Division name, and
Unit name for this application.
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.
Click Save, and then click Create
application.Result: The New Application wizard creates the application.
Optionally, create operators for the new application:
Select a user and their role.
Each role corresponds to an access group that is part of the new
application.
Click Add.
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
