Collaborating with users by using Pulse

Improve collaboration and conversation among users within a specific context, such as a case, by adding the Pulse collaboration gadget to your application. By sharing information in Pulse, users can work together to resolve their work more quickly. In Pulse, users can post, view, and reply to messages, to promptly exchange information. To enrich messages, users can attach content to posts and style the text. For example, users can bold important information within the message. Ensure the best-tailored experience when using Pulse by defining default feed sources, so that users immediately see only the relevant information. By configuring a message display, you define what elements a message shows, so that users find all the vital information in the Pulse posts. For instance, you can define a message title to include a link to a case.
You can use Pulse to collaborate in end-user portals when you work on a case, update your user profile, or view your activity feed. Because Pulse is a reusable tool, you can embed it in other places in your application. For improved communication in a case context, you can configure Pulse for different case types, so that users collaborate to reach a case resolution faster. You configure Pulse for a case type directly in Case Designer.
Note: To configure Pulse for case types, ensure that your application includes UI Kit 15 or newer.
To post and view messages in Pulse, you embed the pxFeed gadget in your application. The pxFeed gadget shows message replies, messages in cases that you follow, messages that reference users, profile messages, bookmarked messages, and application messages. Include this gadget within a section or harness in your application to view the activity feed, for example, in the dashboard of the Case Manager portal. You can use the gadget to display the feed within a specific context, such as a case, a team, or a custom context. You can also configure the Pulse gadget so that users can post messages directly to the activity feed, or to show posts from internal or external data sources, such as the following data page APIs:
D_pxPostRepliesFeed
Retrieves replies to user posts
D_pxFollowedCasesFeed
Retrieves posts to cases followed by users
D_pxMentionsFeed
Retrieves posts that reference users
D_pxProfileFeed
Retrieves posts to user profile pages
D_pxBookmarkFeed
Retrieves posts that users bookmark
D_pxPosts
Retrieves posts for a case, rule, custom, or operator context.

Examples of collaboration in Pulse

The following scenarios are examples of how you can use Pulse to increase collaboration:
  • Customer service representatives and product managers that resolve customer issues
  • Account executives that track a sales opportunity
  • Marketing personnel that discuss a campaign design
  • Financial services professionals that approve a loan or credit card request

Collaborate on cases by completing the following tasks: