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Advanced settings for the Guided Troubleshooting service case

Suggest edit Updated on September 10, 2021

In Pega Customer Service for Communications, you can configure the Guided Troubleshooting service case based on your business needs.

Configuring actions

You can configure one or more actions for a new or existing questionnaire in the Guided Troubleshooting service case. These actions are displayed as suggestions in response to a troubleshooting step in the Interaction Portal or the WSS portal as a quick reference solution.

To configure an action for a questionnaire, complete the following steps.

  1. Log in to Designer Studio.
  2. On the Explorer panel, click App and search for the PegaComm-FW-CF-Work-GuidedTroubleshooting class.
  3. Click Survey > Question Page and select a question page.
  4. On the Questions tab, click the Question name configure icon next to the question for which you want to provide an answer.
    1. On the Answers tab, in the Answer mode list, click Show display text only.
    2. Click Save.
  5. On the Questions tab, click Edit to edit the display logic for a question, then click the When condition configuration icon .
  6. Click Save.

Configuring suggested actions

You can configure one or more suggested actions for a new or existing questionnaire in the Guided Troubleshooting service case. These suggested actions are displayed by selecting a set of survey questionnaires in the Interaction Portal. When you answer a question (SimpleQuestionRadio or SimpleQuestionFreeformText sections), it calls the CSCCallDecisionTable activity to initiate the suggested action.

To configure suggested actions for a specific questionnaire, complete the following steps.

  1. Log in to Designer Studio.
  2. In the Explorer panel, click App and search for the PegaComm-FW-CF-Work-GuidedTroubleshooting class.
  3. Click Technical > Activity > CSCCallDecisionTable.
  4. On the Steps tab, expand the Property-Map-DecisionTable step.
  5. In the Method Parameters section, click the DecisionTableName configuration icon to open the SetSuggestions decision table.
  6. On the Table tab, enter the conditions and actions to return the correct actions based on the suggestions.
  7. Click Save.
  8. On the Results tab, to edit the target property value, click Additional Allowed Results.

Determining when issue is resolved

When a user launches the Guided Troubleshooting service case from the Interaction Portal or WSS portal, the Is Issue resolved questions are displayed as a response to check whether the suggestion helped to solve the issue. The same Is Issue resolved question can be used for each suggestion as a part of the troubleshooting steps.

To configure the Is Issue resolved questions for a survey, complete the following steps.

  1. Log in to Designer Studio.
  2. In the Explorer panel, click App and search for the PegaComm-FW-CF-Work-GuidedTroubleshooting class.
  3. Click Survey > Question Page and select a question page.
  4. Click the Questions tab.
  5. To add a new row, click the Add icon.
  6. In the Type field, select Simple Question.
  7. To add the IssueResolved question, in the Question name field, select IssueResolved from the list.
  8. Click Define and edit the display logic. This is a when rule that determines the action that displays the IsIssueResolved question based on a condition.
  9. Optional: To edit the selected survey question When rule logic, click the When condition configuration icon .
    1. On the Advanced tab, provide the logic for a questionnaire.
    2. Click Save.
  10. Click Save.

Configuring the end of a survey questionnaire

Troubleshooting steps (questionnaire) can be branched to multiple questions based on a response, resulting in multiple potential ends for an interaction. You can configure multiple End of questionnaire rules for a survey question page in the Guided Troubleshooting service case.

To create and edit the End of questionnaire rules in a Guided Troubleshooting case, complete the following steps.

  1. Log in to Designer Studio.
  2. In the Explorer panel, click App and select the PegaComm-FW-CF-Work-GuidedTroubleshooting class.
  3. Click Survey > Question Page and select the question that you want to mark as the end of the questionnaire.
  4. On the Questions tab, select the question name to mark it as End of questionnaire.
  5. Copy the Question name to use in preparing a condition based on the business logic.
    The Question name field
  6. In Designer Studio, search for the EndOfGTQuestionnare when rule.
  7. On the Advanced tab, click the Add icon and add the condition details for the question name.
    The location of the Add icon button
  8. Click Save.

Configuring recommended actions at the end of a questionnaire in the Web self-service portal

In the Web self-service (WSS) Guided Troubleshooting service case, you can configure recommended actions at the end of a questionnaire. These recommended actions help the customer to view and select suggested actions based on the survey questionnaire.

To configure recommended actions for an end questionnaire in the WSS portal, complete the following steps.

  1. Log in to Designer Studio by using WSS credentials (for example, cscwssadmin).
  2. In the Explorer panel, click App and select the PegaComm-FW-CF-Work-GuidedTroubleshooting class.
  3. Click User Interface > Section > CustomerAvailability.
  4. On the Design tab, click the Dynamic Layout View properties icon .
  5. On the General tab, select the Visibility as Condition(when rule), click the configuration icon , then select the rule from the properties.
    1. To configure the Visibility condition for the End of Questionnaire, select the recommended offers block Dynamic Layout View properties icon , then select Visibility list, Condition (When rule), and CheckQuestionEnd.Condition (when rule) selected in the Visibility drop-down menu
    2. To configure the Visibility condition for the Suggested Questionnaire, select the block under the recommended offers Dynamic Layout View properties icon and provide the Visibility condition depending on the SuggestedActions and other aspects.Condition (expression) selected in the Visibility drop-down menu
  6. Click OK.
  7. Click Save.
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