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Communications 8.5 enhancements

Updated on April 16, 2021

Pega Customer Service for Communications 8.5 includes the product enhancements that are described in this section.

Pega Customer Service Release Notes

For information about all Pega Customer Service enhancements, see Pega Customer Service 8.5 enhancements.

Billing Inquiry Microjourney enhancements

The Billing Inquiry Microjourney™ now includes a Bill search feature that allows customer service representatives to search a customer's previous bills for a word, phrase or number that is related to a customer's inquiry. This enhancement allows the customer service representative to quickly search and retrieve bills that contain the search term that the customer is inquiring about. To enable this feature, you need to link your billing system to the Bill search feature.

For more information, see the Billing Inquiry Microjourney on the Pega Customer Service for Communications product page.

New Make Payment Microjourney

By using the Make Payment Microjourney™, customers can make a payment on one or more of their accounts, using either web self-service or assisted self-service channels.

Payment options include selecting the amount to pay, selecting the payment date (including immediate payment), and setting up an automatic payment schedule. Payment methods include credit card and bank payments. For more information about this Microjourney, see Make Payment - Communications.

Updated Pause Service case

To support faster, easier implementations, the Pause Service case has been updated to use the new case type template that provides a consistent set of case type features for intake, processing, and resolution. You can now edit and test the Pause Service case type in App Studio, instead of Dev Studio. Additionally, you can select the Pause Service case type as a template to quickly create a new similar case type.

For more information, see Case type templates in the Pega Customer Service Implementation Guide on the Pega Customer Service product page.

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