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Adding a questionnaire to an intent task

Updated on September 12, 2020

You can use a questionnaire in Pega Retail Advisor to capture a customer's answers to questions that a customer service representative asks during a service interaction. For example, in a retention negotiation, a call center operator can ask about the customer's satisfaction with the quality of service and why the customer wants to change the service provider, and then select a value from a list that matches the customer's response.

Before you begin:

To make a questionnaire available to your customer service representatives, you must add it to the desired intent task flow.

  1. Log in by using an administrator account. Dev Studio opens.
  2. In the Dev Studio header search text field, search for and select the intent task flow to which you want to add a questionnaire, for example, CSOfferAdvisor.
  3. Right-click on the flow canvas and click AddSubprocess.
  4. Right-click on the subprocess shape and click View properties.
  5. In the Subprocess details section, enter LaunchQuestionnaire in the Flow name field and then complete the following fields.
    1. In the CustomerID field, enter param.CustomerID.
    2. In the ActionID field, enter param.ActionID.
  6. Click OK.
  7. In the Dev Studio header search text field, search for and select the DisplayQuestionnaire flow that applies to the PegaMKT-Advisor-Work class.
  8. Click Save as.
  9. If you change the Label, enter DisplayQuestionnaire as the Identifier.
  10. In the Apply to field, enter the name of the class for the intent task to which you are adding the questionnaire.
  11. Click Create and open.

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