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Add Mobile Device & Plan Microjourney

Suggest edit Updated on May 12, 2021

The Add Mobile Device & Plan Microjourney™, which is part of the Pega Customer Service™ for Communications application, enables CSRs to add a mobile device and plan for an existing customer by using the Pega Product Catalog to find active devices and plans with compatible accessories and services.

Business value

Through the Add Mobile Device & Plan Microjourney, customers can find the right device and plan by using a web self-service or by calling the call center. Customers and CSRs can use this microjourney to find the right mobile device, configure the device and plan, and find compatible accessories and services. (Compatibility is defined through the Pega Product Catalog for Communications (PPCC)).

Out-of-the-box, this microjourney makes it easy for clients to add a mobile device and plan, while handling eligibility and compatibility for a large number of products and services.

Personas, channels, and use cases

PersonaChannelUse case
CustomerWebAdd a new mobile device and plan
CSRPhone callAdd a new mobile device and plan

Assisted-service example

The following steps provide an example of a CSR using this microjourney:

  1. The CSR searches for and selects the mobile device that the customer wants to purchase:
     
    CSR selects a mobile device
  2. The CSR configures the color, storage size, and other parameters for the mobile device:
     
    CSR selects color, storage size, and so on
  3. The CSR selects if the customer wants to pay in full or in installments.
  4. The CSR can use the device details to confirm any customer questions.
  5. The CSR selects the device insurance and accessories, and adds and configures another mobile device if needed.
     
    CSR can optionally add and configure another mobile device
  6. The CSR searches, reviews, and selects a mobile plan.
  7. The CSR reviews the order preview with the customer.
  8. The CSR confirms the phone number that the customer wants to transfer:
     
    CSR confirms the number to transfer to the new device
  9. The CSR reviews and confirms shipping and payment details.
  10. The CSR performs a credit check and confirms payment options:
     
    CSR performs a credit check
  11. The CSR reviews the order:
     
    CSR reviews the order
  12. The CSR informs the customer of the next steps in the process.
     
    CSR submits order

Web self-service example

The following steps provide an example an example of a customer using this microjourney:

  1. The customer searches and selects a mobile device to purchase.
     
    Customer searches and selects a mobile device to purchase
  2. The customer selects the color, storage capacity and payment option for the device:
    Customer selects color, capacity and payment options
  3. The customer can review device details.
  4. The customer selects device insurance and accessories.
  5. The customer can optionally add and configure another mobile device.
  6. The customer searches, reviews, and selects a mobile plan: 
     
    Customer reviews information captured so far
  7. The customer reviews the order.
  8. The customer confirms the phone numbers to transfer to the new device:
     
    Customer confirms the phone number to transfer to the new device
  9. The customer reviews and confirms shipping and payment details.
  10. The customer runs a credit check and confirms payment options.
  11. The customer reviews the order, and then accepts the terms and conditions.
     
    Customer reviews order and accepts and agrees to terms and conditions

     
  12. The customer reviews the next steps in the process.

Stages and steps

The following figure shows the stages and steps in the Add Mobile Device & Plan case type that is designed for this Microjourney:

Case stages and steps

Stages and steps

  1. Standard eligibility check from the case template. For example, customers in specific regions or countries might not be eligible for mobile service based on coverage.
  2. CSR or customer input on the device and plan configuration, shipping, payment, and so on.
  3. Standard processing steps from the case template.
  4. Final steps to process or resolve the order and send notification, and update the new payment methods or address.

Personas

5. CSR – Customer service agent
6. Customer – End user

Data objects

7. List of product offers, with their characteristics and specifications.
8. Payment details and billing methods.
9. Billing and shipping address for the customer.

The project team can modify and extend most areas of this Microjourney in App Studio, which makes the Microjourney deployment more efficient.

Data Model

Use the Data model page in App Studio to quickly view and understand the relationship between all data objects in the application. You can add, update, and delete data objects without exiting the visual data model. For information about the Data model page, see Data modeling

The following figure shows the entity relationship diagram (ERD) for this Microjourney. For each data object, the ERD shows only the properties that apply to this Microjourney.

Enterprise relationship diagram
Enterprise Relationship Diagram for the Add Mobile Device & Plan Microjourney

Populating data in the Microjourney

Configure this Microjourney to retrieve the required data by modifying the data pages to which the Microjourney references. For example, the Product Offer data page includes devices, accessories, and plans, which might be stored in an external data source. The D_OfferList, D_ShippingOptions, D_ServiceArea, D_TransferStatus, D_PaymentMethods and D_SaveCustomerAddresses data pages serve as extension points for the configuration. For more information, see Data pages.

You populate data from an external data source by replacing the data source of a data page. For more information about changing data sources, see Changing the data source of a data page.

Populating the product offer

The D_OfferList data page retrieves the product and offer details. This data page has the following parameters:

  • Offer category: Required to get a list of devices
  • OfferID: Required to get the device, plan, accessory, and insurance details
  • Offer Version: Required to get the device, plan, accessory, and insurance details
  • Search criteria: Optional

After you modify the source of the data page, the following fields are populated from the new source: 

  • Product Offer ID
  • Version
  • Offer category: Plan
    • base price
    • category
    • channel
    • data capacity
    • speed
    • addOns offer list
      • description
      • name
      • product offer ID
      • version
      • recurring charges
    • configurable list
      • product offer ID
      • field value list
      • field value (number of lines)
      • pricing
      • charges
      • RC
    • specification list
      • characteristics
      • characteristic values
  • Offer category: Device
    • brand
    • color
    • device price
    • model name
    • product offer image
    • parrot offer ID
    • version
  • Offer category: Mobile accessory
    • product offer ID
    • version
    • specification ID
    • spec version
    • model name
  • Offer category" Mobile insurance
    • product offer ID
    • version
    • specification ID
    • spec version

Populating the shipping options

The D_ShippingOptions data page retrieves the shipping options and delivery estimate. This data page has the following parameters:

  • Product

  • Location

  • Search criteria

  • Exit criteria

After you modify the source of the data page, the Product Offer ID field is populated from the new source. 

Populating the service area codes

The D_ServiceArea data page retrieves phone number area codes based on the customer's postal code on file.  Use this data page when a customer wants a new phone number.

This data page has the following parameters:

  • Zipcode
  • Area code
  • Location name

After you modify the source of the data page, the Area code field is populated from the new source. 

Populating the transfer status

The D_TransferStatus data page checks whether a phone number is transferrable. This data page has the MobileNumber (Required) parameter. After you modify the source of the data page, the Status field is populated from the new source. 

Populating the payment methods

The D_PaymentMethodsList data page returns all the payment methods on file for a service account. This data page has the ContactID(Required) parameter.

After you modify the source of the data page, the following fields are populated from the new source: 

  • Payment method ID
  • Customer ID
  • Payment mode
  • Provider Name
  • Card Type
  • Payment source number
  • Customer name
  • Payment network
  • Validity
  • Payment method status
  • Is default
  • Routing number
  • Payment source number

Populating the Saving customer address 

The D_SaveCustomerAddresses data page updates a customer’s address if they want to use a new address. This data page has the following parameters:

  • ID
  • Action

After you modify the source of the data page, the following fields are populated from the new source: 

  • Country
  • Zipcode
  • LocationID
  • City
  • CustomerID
  • Email address
  • State
  • Phone number
  • Address line 1
  • Address line 2
  • Address type

Enabling and extending the Microjourney

Use extension points to efficiently configure this Microjourney to meet your specific business needs, and to upgrade this Microjourney in the future. For more information, see Extension points.

Extension points

The Add Mobile Device & Plan Microjourney applies to common communications scenarios. You can customize the following elements of the Microjourney:

Extension pointDescription
PopularityForDevices

Pre-sorts the initial order of mobile devices in the list. Use any external source to set device popularity values so that the CSRs or customers can find the right device.

SetPopularityForAccessories

Pre-sorts the initial order of the mobile device accessories in the list. Use any external source to set the device popularity values so that the CSRs or customers can find the right device.

CheckStockStatus

Stores the device stock status. This extension can be used to implement custom logic to show which products are in stock.

AvailableDeviceColorCodes

In the web self-service channel, shows the actual colors that are available for a device in the user interface.

CreditScoreValue

Converts raw credit scores into credit tiers. Use the CreditScoreValue decision table to add or modify credit tiers and associated credit score ranges.

EvaluateSecurityDeposit

Determines security deposit amount when the credit check fails. Use the EvaluateSecurityDeposit decision table to add or modify the security deposit amount tiers.

D_TransferStatus

Customizes different types of status for phone number portability. Customize the data source by using the Mobile_Transfer_Up extension data transform.

D_ServiceArea

Retrieves a list of new numbers available for the selected location. This extension point can also be used to retrieve the Area Code and Location based on Customer’s postal code.

D_ShippingOptions

Customizes shipping options. You can customize the data source by using the Shipping_Options_Up extension data transform.

CategorizeCharacteristics

Customizes device categories. You can customize the device detail categories and tabs such as specifications, photos, and legal  by using the CategorizeCharacteristics extension decision table.

SetMobileSelection

Optionally sets the case default to always start with a plan, or always start with a device. If an option is already set, the case will not ask you to choose whether to start with the plan or device.

DefaultProductCatalog

Sets the default product catalog. This microjourney requires a product catalog to run. All the products and product details are fetched from the catalog specified by this setting. You can use this extension point to point to any product catalog.

Integrating the Pega Product Catalog for Communications (PPCC)

Perform the following steps to integrate the PPCC with this Microjourney:

  1. Open the PPCC application and define a new catalog. Refer to the PPCC documentation.
  2. Note the catalog ID for the new catalog.
  3. Add offers to the new catalog that was created in PPCC. Refer to the PPCC documentation.
  4. Open the Customer Service for Communications application and enter the catalog ID in the DefaultProductCatalog extension point.

 

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