Understanding Pega Pulse

Pega Pulse adds social activity stream capabilities to your user interface. This feature facilitates collaboration and conversation among application developers and users. Other applications for Pega Pulse include opportunities for teamwork among:

• Customer service personnel and product managers to resolve customer issues
• Account executives on a sales opportunity
• Marketing personnel concerning campaign design
• Insurance underwriters making new insurance policy decisions
• Financial services professionals approving a loan or credit card request

Enabling users to share instant messages, files, and URLs with other users in their work group, Pega Pulse provides:

• Contextual behavior— Pega Pulse provides public or private posts in the context of a case or user. Its scope depends upon where it is used in the interface. For example, when embedded in a case user form, only posts related to the case appear. Users can choose to post information privately to users working on a case rather than broadcast it to the entire work group.
• User profiles — The User Profile displays streams that were created or related to the current user. The Profile includes operator information such as photo, position, phone, skills, and so on. Users can modify their own photos or biographical information.
• Actionable capabilities — Users who have the correct privileges can open cases or create tasks directly from a post. APIs can integrate Pega Pulse into workflows. For example, messages can be posted when a case reaches a deadline or goal.

How Pega Pulse works

The standard Pega-Social RuleSet supports the Pega Pulse activity stream. Pega Pulse appears on the Application Overview landing page, and in the case form's details tab group using the section @baseclass.pxActivityStream, which you can embed almost anywhere in your application.

Post your message in the Pega Pulse window, then click Share. By default posts are public and visible to individuals who are part of your application and work group. Posts submitted from a case are visible by those who have access to the case, and can be set to private or public by clicking the lock icon.

You can add attachments to your posts, including documents, images, and links.

Post messages, attach files, or add links, programmatically from activities or SLA rules using the @baseclass.pxPostMessage activity. You can also configure business events that post to Pega Pulse.

Extending Pega Pulse

Pega Pulse offers a fully configurable Actions menu on posts. Use this menu to create a task to assign work to another user, or perform other configured actions. The Work-pySocialWorkActions navigation rule generates the list of actions on work items. You can save this navigation rule to your application and customize the Actions menu.

You can filter posts that appear in the Pega Pulse activity stream. Default filters include All Posts, Posts by Me, Automated Posts, Posts with Files, and Posts with Links. However, you can customize @baseclass.pyFilterOptions to define your preferred available filter options.

Customize the header section of the activity stream using Work-pySocialHeader. Add your own logo or other features. The when rule .pyShowSocialHeader determines whether the header section appears.

See Configure and customize Pega Pulse for additional customization options.

Other resources

These PDN articles are relevant:

• About Pega Pulse
• Configure and customize Pega Pulse

Pega Pulse

Concepts