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Simplify service for agents with new Microjourneys (8.6)

Updated on July 9, 2021

Solve your most common service incidents more efficiently and in a more intuitive way for both customers and CSRs by using 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 by 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 MicrojourneysApplication Name
Customer Service for Communications
Customer Service for Healthcare
  • Manage Lost or Stolen Card
    • Fraud protocols
    • Mobile, web self-service and call center
    • Transaction review for fraud investigations
    • Configurable to support different delivery options and fraud SLAs
Customer Service for Financial Services
Customer Service for Insurance

Simplify service for agents with new email functionality

Pega Customer Service version 8.5 introduced the capability for agents to send outbound email to customers and keep the email interactions associated with a service case for quick and easy referencing in the future by anyone needing to work on the case. Now, Pega Customer Service version 8.6, builds on the outbound email capability by supporting multi-party email interactions. Agents can forward case-specific emails to colleagues or third parties, such as suppliers, and keep those email streams separate from the email interactions that they have with their customers. This still keeps the different email threads connected to the case for quick and easy referencing in the future by anyone working on the case, delivering faster processing and resolution. Further email usability enhancements include color coding, to clearly indicate which email is the most recent email in a conversation. For more information about the new email capabilities, see the Pega Customer Service 8.6 Release Notes.

  • Previous topic Pega Customer Service
  • Next topic Simplify service for customers with enhanced messaging and IVR experiences (8.6)

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