Interaction types (known as Channels in the Retail User Portal during App Studio configuration) and driver categories (known as Add Task menu categories in the Retail User Portal in App Studio) determine the tasks that a customer service representative accesses during an interaction with a customer. The interaction type appears in the New menu list of the Retail User Portal. Selecting an interaction type from New menu list, enables you to start a new Interaction. Intent tasks are references to service requests and provides information to determine which service request category must be displayed and when for each interaction channel. Intent Task rules are created automatically along with the Service Requests (Case types) in App Studio.
- Defining interaction types and add task menu categories
- Defining Interaction Driver categories
- Implementing the user experience (UX)
You can customize the Pega Retail Advisor user experience (UX) to meet your specific needs.
- Implementing the security model and organization structure
Define the authorization and authentication strategies for your application.
- Defining intent tasks
Using the intent task, you can link a case type to an interaction type and driver category. If you added new case types to your application, you can define a corresponding new interaction task in Dev Studio to set up the intent task (known as Service request options during Pega Express configuration).