Pega Customer Service for Communications 8.7 includes the product enhancements that are described in this section.
For information about all customer service enhancements, see Pega Customer Service 8.7 enhancements.
Move Service Microjourney
The new Move Service Microjourney™ enables CSRs to move the active services of a customer to a new location. CSRs can check the service availability at the new location, and then schedule a move for a specific date. Optionally, they can schedule a technician's visit for installation. Customers can also easily schedule a move by using the self-service portal, and then seamlessly contacting the customer support team if needed. The Microjourney is integrated with the Pega Product Catalog for Communications to store and manage product information.
For more information about this Microjourney, see Move Service Microjourney.
Change Plan case type
The new Change Plan case enables CSRs to change a customer’s current plan. CSRs can quickly compare the details and prices of the new plan with the current plan, manage add-ons, and help customers switch to the new plan immediately. The Change Plan case is fully integrated with the Pega Product Catalog for Communications to store and manage product information.
For more information, see Extending the Change Plan case type.
Disconnect Service case type
The Disconnect service case type enables CSRs to cancel the service plan for customers. The CSR enters a reason for cancellation, and then reviews all the necessary information with the customer such as unreturned equipment charges, early termination fees, and so forth, before cancellation.
For more information, see Extending the Disconnect Services case type.
Pega CME and DX API-compliant Communications Microjourneys
Pega Customer Service™Case Management Edition (CME) offers a customer service solution when you have not licensed the desktop. Clients can use modified out-of-the-box case types or modify existing case types and embed them into an external desktop or self-service portal. In Pega Platform version 8.7, Pega Customer Service for Communications includes the Add Mobile Service DX API-compliant Microjourney™. The Microjourney highlights case management features such as the data model, automation, duplicate check, policies, process logic, business conditions, validations, SLAs, integration, notifications, processing and approvals, security, and audit trail. Clients can extend this Microjourney as needed.
For information about the design methodologies, see Configuring your Pega Customer Service implementation application for Case Management Edition.
For Microjourney-specific information, see the following wiki articles:
Rules modified to support faster and more consistent implementations
Pega Customer Service for Communications version 8.7 is modified to remove overrides to locked Pega Customer Service rules, and to instead use the out-of-the-box Pega Customer Service rule extensions. Unused rules in Customer Service for Communications version 8.7 have been withdrawn and moved to the PegaCSC-Deprecated ruleset with a deprecated status. Case types that are rebuilt in the new work pool and some older cases are also deprecated. To view the list of deprecated cases in Customer Service for Communications version 8.7, see the Customer Service for Communications Update Guide.