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Configuring Next-Best-Action Designer for Pega Customer Service

Suggest edit Updated on January 19, 2022

If you use the Pega Customer Relationship Management suite of applications to share data and service cases across the Pega Customer Service and Pega Customer Decision Hub applications, Pega Customer Service can display the customer's next best action in the customer composite screen, based on the customer's profile and the reason for calling. With the release of Next-Best-Action Designer version 2, to display the next best actions within Pega Customer Service, you must configure the Next best action widget which displays them.

Pega Customer Decision Hub

The following next-best-action types can be displayed within Pega Customer Service:

Service actions
These actions correspond to service flows within Pega Customer Service. On the display, the actions appear as a green bar, as in the following figure:
Sample service action
Standard actions
These actions are grouped together based on the Issue (that is, Sales) and invoke the same flow within Pega Customer Service, but display specific action data based on the selected action.
Sample standard action
Negotiation actions
These actions are displayed individually and invoke a negotiation service flow within Pega Customer Service.
Sample negotiation action
  • Configuring the Next best action widget

    To configure the Next best action widget which displays Pega Customer Decision Hub actions in Pega Customer Service, update the MapActionForIssueAndGroup decision table.

  • Configuring actions in Pega Customer Service

    After configuring the mapping in the Pega Customer Decision Hub, actions should now appear in the Next best action widget in Pega Customer Service. To ensure that they appear as required and launch the correct service flow, modify the MapActionProperties decision table in Pega Customer Service.

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