Pega Customer Service for Financial Services 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.
Change PIN Microjourney
The new Change PIN Microjourney™ enables customers to securely choose and establish a card PIN that can be used immediately. Instead of waiting for a PIN mailer, cardholders can immediately select a new PIN by interacting with a chatbot or by using an IVR-IVA channel to go through a two-factor authentication process and choose a new PIN. Cardholders who remember their PIN can also use this Microjourney to choose a new PIN. To prevent internal fraud, this Microjourney is not available in the assisted channel.
For more information, see Change PIN Microjourney.
Pega CME and DX API-compliant Financial Services Microjourneys
Pega Customer Service™ Case Management Edition (CME) offers the 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 version 8.7, Pega Customer Service for Financial Services includes the Fee Inquiry and Replace Card Microjourneys™ into their existing infrastructure. These Microjourneys highlight 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 these Microjourneys 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:
Rule overrides removed
Overrides in some Customer Service for Financial Services rules are removed to enable clients to use rules directly from Pega Customer Service. Additionally, the appropriate extension points are now used to ensure that the core infrastructure from Customer Service is not modified in Customer Service for Financial Service.
Rule overrides related to the following features are removed:
- Marking an entity such as Customer, Account, or Business as a favorite
- Setting Outbound call parameters
- Retrieving business unit data after changing the Business unit ID
- Setting the Chat runtime context
- Customized logic in the overridden ProcessRequest flow of the Make Payment Microjourney™