Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Contact and identity management

Updated on January 6, 2022

Not every service engagement is with a known customer. CSRs have interactions with new and unknown customers, or deal with a simple question being asked that doesn’t warrant creating a new customer record. Pega supports the ability to create interactions for anonymous users, if required, as well as supporting the ability to authenticate and validate known customers and to recognize customers with a business affiliation. Pega Customer Service makes it easy for CSRs to provide high-quality service for all these scenarios.

Pega Customer Service Product Overview
CapabilitiesInteraction Portal
Anonymous interactions
Customer verification (*illustrated in the figure after this table)
Customer identifiers (phone, email, messaging, social handles, and more)
B2B, B2B2X, and child interactions
Customer search
Contact types and roles, for example, customer, representative, business owner
Organizational hierarchies

The following figure shows a sample customer verification question that a CSR uses to establish the customer identify:

Sample customer verification question
The CSR view of a customer verification question

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us