Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Efficiently manage your most important service interactions with prescriptive microjourneys (8.4, 8.5)

Updated on May 3, 2021

Solve your most common service incidents more efficiently and intuitively for both customers and CSRs with Customer Service Microjourneys™ that provide thoroughly preconfigured case types.

Prescriptive, three pillar coverage

With Microjourneys, you can use out-of-the-box personas, workflows, and data models that greatly reduce implementation time and the amount of expertise required. In most cases, Microjourneys provide both self-service and assisted scenarios. You can apply preconfigured stages and steps that cover both happy and alternate paths, often including Service-level agreements (SLAs) and internal and external notifications. Finally, you do not need to create data pages and extension points for external integrations, because every Microjourney provides them by default.

MLP1 and sophisticated implementation options

Microjourneys provide an MLP1 product so that you can typically implement them in less than two weeks. The goal is to get up and running as soon as possible, enabling support organizations to immediately get value, and then add even more automation and support for more alternate paths over time.

Robust documentation

Microjourneys are supported with thorough documentation that covers both technical details and considerations on use cases and business value. Learn more through the following industry-specific overviews and detailed descriptions:

Available Microjourneys

Pega Customer Service for Communications Microjourneys

New in 8.5:

  • Make Payment

New in 8.4:

  • Billing Inquiry
  • Guided Internet Setup
Customer Service for Healthcare Microjourneys

New in 8.5:

  • Add Child Dependents
  • Order ID Card
  • View Benefits

New in 8.4:

  • Coverage Inquiry
  • Schedule Medical Appointment
Customer Service for Financial Services Microjourneys

New in 8.5:

  • Manage Customer Circumstance (Retail)
  • Make Payment (Retail)

New in 8.4:

  • Fee Inquiry (Retail)
  • Payment Approval Microjourney for Commercial Banking (Retail, Commercial)
  • Payment Inquiry Microjourney for Commercial Banking (Retail, Commercial)
  • Repossession and Collateral Management (Retail, Collections)
  • Travel notification (Retail)
Customer Service for Insurance Microjourneys

New in 8.5:

  • Change Beneficiary
  • Make Payment
  • Policy Inquiry
  • Policy Loan
  • Report a Death Claim
  • Surrender Policy

New in 8.4:

  • Policy Change Address
  • Personal Auto Claim - FNOL
  • Previous topic Cut costs without comprising exceptional service – Make it easier for your agents to be brilliant (8.5)
  • Next topic Improve the self-service help experience for your customers (8.4)


Pega Customer Service for Communications 8.4 - 8.5 Pega Customer Service for Healthcare 8.4 - 8.5 Pega Customer Service for Financial Services 8.4 - 8.5 Pega Customer Service for Insurance 8.4 - 8.5

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us