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Creating an Intent Task

Updated on September 12, 2020
  1. Log in to Dev Studio.
  2. In the Dev Studio header, click CreateProcessIntent Task.
  3. Select the first interaction type in the Show Tasks for Interaction Type field for your application.
  4. On the Create Intent Task page, complete the following information:

    Label- The name of your intent when rule.

    Apply To- Enter a rule name that corresponds to the driver category which should include the intent task.

    Add to ruleset- An open ruleset to save the rule to.

  5. Click Create and open.
  6. On the Tasks tab, select the type of your intent task from the Intent task type list.
  7. In the TASK PROPERTIES section, enter an appropriate value in the Task class and Starting flow fields.
  8. In the Security section, enter an appropriate condition in the Display when field.
  9. On the History tab, update the Description and Usage text boxes.
  10. Click Save.
  • Creating a new reason for visit

    Intent Tasks are used to display the list of reasons for visit an associate can select when they pick a customer from the queue in the Retail User Portal. To add a new reason for visit, create a new Intent Task and save it in the PegaCA-Data-Retail-Reason class of your implementation application.

  • Creating Intent When rules

    Intelligent guidance uses an Intent When rule to determine when a task should be suggested, queued, or automatically launched.

  • Adding new Quick Actions

    With Quick Actions, users can launch common tasks directly from the Home page of the Retail User Portal. By default, the Home page displays the following actions:

  • Loading promotions from an inventory management system

    Pega Retail Advisor can display the list of current offers in the Promotions panel of the Retail User Portal. If you want to configure Pega Retail Advisor to obtain the list of promotions from an external inventory management system, edit the Code-Pega-List.GetPromotions activity.

  • Configuring the customer queue

    The customer queue displayed in the Pega Retail Advisor Retail User Portal uses a single work group and a single workbasket. To change the default work group and workbasket, edit the PegaCA-Admin-ApplicationSetting-Retail.ApplicationSettings data transform.

  • Creating service intent task class and flow

    Pega Retail Advisor connects to Pega Customer Decision Hub to receive a list of actions, and then displays the action within the Pega Retail Advisor widget. For every action that you want displayed, you must create a service intent task, which is represented by a class and a flow. For more information on creating an intent task, see Creating an Intent Task. The intent task class must inherit from the corresponding class in the PegaMKT-Advisor ruleset. The intent task flow calls the corresponding flow in the PegaMKT-Advisor ruleset as a subflow

  • Mapping an action to an intent task

    Pega Retail Advisor displays next-best-action suggestions received from Pega Customer Decision Hub. For each of these suggestions, Pega Customer Decision Hub sends an ActionID. When the associate clicks a suggestion, Pega Retail Advisor runs the intent task class and flow that are mapped to the ActionID of the received action.

  • Associating an action with a container

    Pega Retail Advisor displays the list of promotions using a real-time container that is run in Pega Customer Decision Hub. You can configure this association. For more information on real-time containers, see the Pega Customer Decision Hub User Guide on the Pega Customer Decision Hub product page. Use the actions and containers that you defined in Defining Pega Retail Advisor actions and containers.

  • Adding a questionnaire to an intent task

    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.

  • Creating and configuring a new questionnaire

    You can create and use questionnaires in Pega Retail Advisor to gather information and solicit feedback from your customers. Questionnaires can include text, radio buttons, and drop-down questions.

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