CPM UserGuide v5 1 LCK

Pega Customer Process Manager User Guide
Copyright 2006 Pegasystems Inc., Cambridge, MA

All rights reserved. This document describes products and services of Pegasystems Inc. It may contain trade secrets and proprietary information. The document and product are protected by copyright and distributed under licenses restricting their use, copying distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This document is current as of the date of publication only. Changes in the document may be made from time to time at the discretion of Pegasystems. This document remains the property of Pegasystems and must be returned to it upon request. This document does not imply any commitment to offer or deliver the products or services described. This document may include references to Pegasystems product features that have not been licensed by your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems service consultant. For Pegasystems trademarks and registered trademarks, all rights reserved. Other brand or product names are trademarks of their respective holders. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors. This document or Help System could contain technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Pegasystems Inc. may make improvements and/or changes in the information described herein at any time.
This document is the property of: Pegasystems Inc. 101 Main Street Cambridge, MA 02142-1590 Phone: (617) 374-9600 Fax: (617) 374-9620 www.pega.com Pega Customer Process Manager Document: User Guide Software Version 5.1 Updated: August 2006 Order #: @DPCPMUser05
Contents
Before You Begin ..................................................................................................................1-1 Who Should Read This Document ...................................................................................1-2 Benefits of Pega Customer Process Manager .................................................................1-3 Optimized Interaction Management ..........................................................................1-3 Smart Scripting and Guided Next-Step Processing ..................................................1-3 Context-Sensitive User Interface...............................................................................1-3 One-and-Done Service Process Automation ..........................................................1-4 Multi-Channel Support ..............................................................................................1-4 Intelligent Sales and Marketing Campaigns ..............................................................1-4 Value-Based Service Level Management .................................................................1-5 Real-Time Analytics and Reporting...........................................................................1-5 Structure of This Document..............................................................................................1-6 Pega Customer Process Manager Documentation Set....................................................1-7 Other Informational Resources .................................................................................1-7 Getting Started.......................................................................................................................2-1 Understanding These Terms............................................................................................2-2 Accessing Pega Customer Process Manager ..................................................................2-3 Logging On................................................................................................................2-3 Changing Your Password .........................................................................................2-5 Logging Off................................................................................................................2-6 Portal Views .....................................................................................................................2-7 Home Base ...............................................................................................................2-7 Interaction Manager (Initiate Work) .........................................................................2-10 Interaction Manager (In Process) ............................................................................2-12 Understanding Icons and Controls in the User Interface................................................2-15 Working with Other Windows ..................................................................................2-15 Common Icons and Controls...................................................................................2-15 Entering Data ..........................................................................................................2-17 Responding to Errors ..............................................................................................2-19 Working with Pega Customer Process Manager ................................................................3-1 Conducting Live Customer Interactions ....................................................................3-2 Identifying and Verifying the Customer .....................................................................3-2 Search for a Customer ..............................................................................................3-3
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Verify the Customer ..................................................................................................3-5 Processing Service Requests ...................................................................................3-6 Queuing Processes...................................................................................................3-7 Launching Business Processes ................................................................................3-8 Executing Processes.................................................................................................3-9 Standard Business Processes ................................................................................3-10 Accessing Customer Information ............................................................................3-13 Account Composite Gadget ....................................................................................3-14 Contact Composite Gadget.....................................................................................3-17 Account Owner Composite Gadget.........................................................................3-19 Business Unit Composite Gadget ...........................................................................3-21 Ending the Interaction .............................................................................................3-23 Using CTI Functions.......................................................................................................3-24 CTI Login and Availability........................................................................................3-24 Screen Pops............................................................................................................3-26 When You Are on a Call..........................................................................................3-27 Making a Call ..........................................................................................................3-27 Conducting Non-Live Customer Interactions..................................................................3-28 Creating Non-Live Customer Interaction Cases......................................................3-28 Selecting a Non-Live Interaction Case to Work On.................................................3-31 Identifying the Customer and Processing Service Requests...................................3-32 Completing Non-Live Customer Interactions...........................................................3-34 Processing Service Requests Post-Interaction ..............................................................3-35 Finding Service Cases ............................................................................................3-35 Researching and Completing Service Request Cases............................................3-38 Using Reference Utilities ................................................................................................3-43 Using Supervisory Functions..........................................................................................3-45 Modifying Dialog Scripts..........................................................................................3-45 Reassigning Work ...................................................................................................3-46 Conducting Quality Reviews ...................................................................................3-47 Reviewing Customer Satisfaction Surveys..............................................................3-52 Using Sales and Marketing Functions ............................................................................3-54 Campaign Management..........................................................................................3-54 Territory Management.............................................................................................3-63 Opportunity Processing...........................................................................................3-69
Contents
Understanding Customer Process Manager Business Processing..................................4-1 Changing an Account Address.........................................................................................4-5 Change Address .......................................................................................................4-5 Change Additional Addresses...................................................................................4-6 Confirmation of Account Address Change ................................................................4-7 Account Address Change Flow Diagram ..................................................................4-8 Adding a Business Unit ....................................................................................................4-9 Add New Business Unit.............................................................................................4-9 Add Primary Communication...................................................................................4-11 Add Additional Details .............................................................................................4-12 Add Business Unit Flow Diagram............................................................................4-14 Adding a Contact............................................................................................................4-15 New Contact............................................................................................................4-15 Enter Contact Communication Options ...................................................................4-16 Enter Primary Contact Addresses ...........................................................................4-17 Enter Additional Contact Addresses........................................................................4-18 Add Contact Flow Diagram .....................................................................................4-19 Closing an Account ........................................................................................................4-20 Select Reason.........................................................................................................4-21 Process Offer ..........................................................................................................4-22 Accept Offer ............................................................................................................4-23 Confirmation of Offer Presentation..........................................................................4-24 Reject Offer .............................................................................................................4-25 Confirmation of Close Account................................................................................4-26 Close Account Flow Diagram ..................................................................................4-27 Communicating a Message............................................................................................4-28 Communicate Message ..........................................................................................4-28 Communicate Message Flow Diagram ...................................................................4-29 Entering Complaints or Compliments.............................................................................4-30 Complaint or Compliment........................................................................................4-31 Process Offer ..........................................................................................................4-32 Accept Offer ............................................................................................................4-33 Confirmation of Offer Presentation..........................................................................4-34 Confirmation of Complaint or Compliment ..............................................................4-35 Complaint/Compliment Flow Diagram.....................................................................4-36
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Diagnosing Issues ..........................................................................................................4-37 Diagnose Issue .......................................................................................................4-37 Confirm Knowledge Topic .......................................................................................4-38 Diagnose Issue Flow Diagram ................................................................................4-40 Using Frequently Asked Questions ................................................................................4-41 Browse or Search Topics ........................................................................................4-41 Confirm Knowledge Topic .......................................................................................4-42 Frequently Asked Questions Flow Diagram ............................................................4-44 Wrap-Up Knowledge Process Flow Diagram ..........................................................4-45 Creating a General Service Item ....................................................................................4-46 Enter Request Details .............................................................................................4-46 General Service Case Flow Diagram ......................................................................4-48 Sending Material ............................................................................................................4-49 Select Material ........................................................................................................4-49 Select Distribution Method ......................................................................................4-50 Confirmation of Materials Fulfillment .......................................................................4-51 Request Material Fulfillment Flow Diagram.............................................................4-52 Resolve Material Fulfillment Flow Diagram .............................................................4-53 Modifying Account Links.................................................................................................4-54 Search for Accounts to Link ....................................................................................4-54 Link a New Account to a Contact ............................................................................4-55 Verify Link a New Account ...................................................................................4-56 Unlink an Account ...................................................................................................4-57 Modify Account Links Flow Diagram .......................................................................4-58 Modifying Business Unit Links........................................................................................4-59 Search for Business Units to Link ...........................................................................4-59 Link a New Business Unit to a Contact ...................................................................4-60 Verify Link a New Business Unit ..........................................................................4-61 Modify Business Unit Links Flow Diagram ..............................................................4-62 Modifying Contact Links .................................................................................................4-63 Search for Contacts to Link.....................................................................................4-63 Link a New Contact .................................................................................................4-64 Verify Link a New Contact....................................................................................4-65 Unlink a Contact......................................................................................................4-66 Modify Contact Links Flow Diagram........................................................................4-67 Opening a New Account.................................................................................................4-68
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Choose a Product ...................................................................................................4-68 Enter Account Details..............................................................................................4-69 Confirmation of New Account Application ...............................................................4-70 Open New Account Flow Diagram ..........................................................................4-71 Account Application Flow Diagram..........................................................................4-72 Entering a Sales Opportunity .........................................................................................4-73 Enter Opportunity Details ........................................................................................4-73 Confirmation of Opportunity ....................................................................................4-74 Next Actions ............................................................................................................4-76 Attach a Note ..........................................................................................................4-77 Resolve Opportunity................................................................................................4-78 Opportunity Flow Diagram.......................................................................................4-80 Overriding a Default SLA................................................................................................4-81 Override SLA...........................................................................................................4-81 Override SLA Flow Diagram....................................................................................4-83 Adding a Contact using Quick Add Contact ...................................................................4-84 Quick Add Contact ..................................................................................................4-84 Quick Add Contact Flow Diagram ...........................................................................4-86 Scheduling Activities ......................................................................................................4-87 Schedule Appointment ............................................................................................4-87 Confirmation of Scheduled Activity..........................................................................4-88 Schedule Activity Flow Diagram..............................................................................4-89 Sending Correspondence...............................................................................................4-90 Create Correspondence..........................................................................................4-90 Send Correspondence Flow Diagram .....................................................................4-94 Sending Statement Copies.............................................................................................4-95 Select Statement.....................................................................................................4-95 Statement Photocopy Details..................................................................................4-96 Confirmation of Statement Copy Request...............................................................4-97 Statement Copy Flow Diagram ...............................................................................4-98 Presenting a Suggested Item .........................................................................................4-99 Complete Review ....................................................................................................4-99 Review Item Flow Diagram ...................................................................................4-101 Presenting a Suggested Offer ......................................................................................4-102 Process Offer ........................................................................................................4-102 Accept Offer ..........................................................................................................4-103
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Reject Offer ...........................................................................................................4-104 More Information ...................................................................................................4-105 Confirmation of Offer Presentation........................................................................4-107 Suggested Offers Flow Diagram ...........................................................................4-108 Handle Opportunity Flow Diagram ........................................................................4-109 Get Offers Flow Diagram.......................................................................................4-110 Processing a Transaction Dispute................................................................................4-111 Start Dispute .........................................................................................................4-111 Select Dispute Reason..........................................................................................4-112 Confirmation of Transaction Dispute .....................................................................4-113 Transaction Dispute Flow Diagram .......................................................................4-114 Updating Business Unit Details ....................................................................................4-115 Change Business Details ......................................................................................4-115 Update Business Details Flow Diagram ................................................................4-116 Updating Business Unit Address..................................................................................4-117 Change Address ...................................................................................................4-117 Update Business Address Flow Diagram..............................................................4-119 Updating Business Unit Communication Details ..........................................................4-120 Change Business Communication Details ............................................................4-120 Update Business Communication Flow Diagram ..................................................4-122 Updating a Contact Address ........................................................................................4-123 Change Address ...................................................................................................4-123 Change Related Account Addresses ....................................................................4-124 Update Contact Address Flow Diagram ................................................................4-126 Updating Contact Communication Options ..................................................................4-127 Update Contact Communication Options ..............................................................4-127 Update Contact Communication Options Flow Diagram .......................................4-129 Updating a Contact Name and Profile..........................................................................4-130 Update Contact Name...........................................................................................4-130 Update Contact Name and Profile Flow Diagram .................................................4-131 Reporting ...............................................................................................................................5-1 Reporting Gadgets ...........................................................................................................5-2 Reporting Dashboard Gadget ...................................................................................5-2 Reports......................................................................................................................5-3 Drill-Down Reporting Capabilities.....................................................................................5-5 Frequently Used Reports .................................................................................................5-7
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Ad Hoc Reporting Capabilities .......................................................................................5-11 Creating a Custom Report ......................................................................................5-11 Step 1: Selecting the View ......................................................................................5-12 Step 2: Selecting the Data Source ..........................................................................5-13 Step 3: Defining the Report Criteria ........................................................................5-14 Step 4: Defining Display Groups .............................................................................5-15 Step 5: Defining the Field Functions .......................................................................5-16 Step 6: Defining Drilldown Capabilities ...................................................................5-17 Step 7: Charting the Data........................................................................................5-18 Step 8: Previewing the Report.................................................................................5-19 Sample Visio Workflows ......................................................................................................A-1 Flow Design Shapes ....................................................................................................... A-5 CAInteraction................................................................................................................... A-7 AppContactSearch .......................................................................................................... A-8 AppContactSearchCTI .................................................................................................... A-9 AppGetAccount ............................................................................................................. A-10 AppGetAccountDetails .................................................................................................. A-11 AppGetContact.............................................................................................................. A-12 AppGetBusinessUnit ..................................................................................................... A-13 AppGetWorkItem........................................................................................................... A-14 AppVerifyContact .......................................................................................................... A-15 AppVerifyAccount.......................................................................................................... A-16 CACommMessage ........................................................................................................ A-17 CAGetOffers.................................................................................................................. A-18 CAInteractionDriver ....................................................................................................... A-19 CAReviewServiceItems................................................................................................. A-20 CASetOverrideSLA ....................................................................................................... A-21 CAWrapUp .................................................................................................................... A-22 CAAddressChange........................................................................................................ A-23 CACloseOrRetainAccount............................................................................................. A-24 CAComplaintOrCompliment .......................................................................................... A-25 CASendCorrespondence .............................................................................................. A-26 CADisputeTransaction .................................................................................................. A-27 CAGeneralService......................................................................................................... A-28 CARequestMaterialsFulfillment ..................................................................................... A-29 CAResolveMaterialsFulfillment...................................................................................... A-30
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CAStartNewAccount...................................................................................................... A-31 CANewAccountApplication............................................................................................ A-32 CAGetPresentOffer ....................................................................................................... A-33 CAFulfillOffer ................................................................................................................. A-34 CAHandleOpportunity ................................................................................................... A-35 CAOpportunity............................................................................................................... A-36 CAStatementCopy......................................................................................................... A-37 CAUpdateLink ............................................................................................................... A-38 CAGenerateSurveyEmail .............................................................................................. A-39 CASatisfactionSurvey.................................................................................................... A-40 CASampleDiagnostic .................................................................................................... A-41 CASampleFAQ.............................................................................................................. A-42 CAWrapUpKnowledgeProcess ..................................................................................... A-43 CAAcctContactLinks...................................................................................................... A-44 CABUContactLinks........................................................................................................ A-45 CAContactAcctLinks...................................................................................................... A-46 CAContactBULinks........................................................................................................ A-47 CAOwnerAcctLinks ....................................................................................................... A-48 CAOwnerBULinks ......................................................................................................... A-49 CAAddBusinessUnit ...................................................................................................... A-50 CAUpdateBusinessAddress .......................................................................................... A-51 CAUpdateBusinessCommunication .............................................................................. A-52 CAUpdateBusinessDetails ............................................................................................ A-53 AppAddContact ............................................................................................................. A-54 CAContactQuickAdd ..................................................................................................... A-55 CAUpdateContactAddress ............................................................................................ A-56 CAUpdateContactCommOption .................................................................................... A-57 CAUpdateContactName................................................................................................ A-58 Portal Layouts ......................................................................................................................B-1 Customer Service Representative (CSR)........................................................................ B-2 Customer Service Manager............................................................................................. B-3 Sales Representative ...................................................................................................... B-4 Sales Manager ................................................................................................................ B-5 Contacting Pegasystems.....................................................................................................C-1 Customer Support ...........................................................................................................C-2
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Education Services..........................................................................................................C-2 Documentation Feedback ...............................................................................................C-3 Office Locations...............................................................................................................C-4 Index ....................................................................................................................................... I-1
Chapter 1 Before You Begin

Pega Customer Process Manager is a process-oriented contact center application for managing and automating customer service across multiple customer touch points. This book describes how to use Pega Customer Process Manager to process customer service inquires and requests from initiation through resolution. Key features of Pega Customer Process Manager include: Optimized interaction management capabilities Smart scripting and guided next-step processing A browser-based, context-sensitive user interface One-and-done service process automation Integrated support for telephone, e-mail, and Web-based channels Intelligent sales and marketing campaign management Value-based service level management Real-time analytics and reporting Business rules engine architecture
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Pega Customer Process Manager User Guide Before You Begin
Who Should Read This Document

This book addresses users who perform any of the following roles: Customer service representatives (CSRs) responsible for handling customer calls, inbound correspondence, and front-office research and fulfillment tasks. Contact center supervisors and managers responsible for ensuring service availability and quality. Marketing personnel responsible for establishing and monitoring cross-sell and retention campaigns executed by the contact center. Sales representatives and sales managers who work with the contact center to follow up on leads and to close opportunities. Account managers needing access to customer interaction and service item information.
Before You Begin Benefits of Pega Customer Process Manager
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Benefits of Pega Customer Process Manager

Pega Customer Process Manager helps reduce service costs and improve customer satisfaction through a process-driven approach that helps to resolve customer issues quickly at the point-of-contact. With Pega Customer Process Manager, your company has new capabilities to: Improve service effectiveness Increase operational productivity Increase customer retention and cross-sell revenue Reduce training time Ensure an optimal customer service experience
Optimized Interaction Management

The Pega Customer Process Manager Interaction Driver helps optimize every customer interaction. Its built-in intelligence automatically queues business processes based on your company policies as well as on anticipated customer requests. As a result, you can act on service requests before your customers even ask reducing your call-back frequency and increasing first-call resolution rate.
Smart Scripting and Guided Next-Step Processing

With Pega Customer Process Manager, smart scripting and next-step workflow guide you through every customer interaction reducing training time and ensuring service consistency. Comprehensive dialog management facilities enable you to create dynamic scripts that are personalized for the customer within the context of the interaction.
Context-Sensitive User Interface

Pega Customer Process Manager employs an Internet Explorer-based user interface that dynamically presents information when and where you need it. By presenting information that is both relevant to the customer and to the task you are performing,
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Pega Customer Process Manager gives you the smart way to handle customer interactions. The browser-based interface means that Pega Customer Process Manager is easy to deploy across your organizations. Optionally, your company can integrate Pega Customer Process Manager forms and windows into other application portals.
One-and-Done Service Process Automation

Through automated best-practice service workflows that are directly integrated with your legacy and back-end systems in real time, you can resolve customer issues quickly without transferring or calling back customers, and without passing service fulfillment to the back office. The result is more efficient and effective service. Other capabilities such as automatic correspondence and service request audit trails minimize manual work and reduce time-consuming work transfer.
Multi-Channel Support
Pega Customer Process Manager includes integrated, multi-channel support capabilities for managing telephone, e-mail, and Web-based service interactions. Using PegaCALL for PegaRULES, Pega Customer Process Manager provides robust CTI support including adaptive screen pops, desktop telephony controls, and enhanced call-out facilities. By leveraging the business rules engine architecture, you can re-use your business processes and rules across channels from the IVR to the Web.
Intelligent Sales and Marketing Campaigns

With its intelligent campaign and offer management capabilities, Pega Customer Process Manager helps you deliver the right offer to the right customer at the right time. Integrated campaign setup and tracking capabilities enable you to easily manage your companys cross-sell, retention, reward, and restitution campaigns.
Before You Begin Benefits of Pega Customer Process Manager
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Value-Based Service Level Management

To help you meet important performance objectives, Pega Customer Process Manager provides sophisticated facilities for managing value-based service level agreements (SLA). You can assign and monitor work, ensuring that tasks are completed according to both business priority and customer value.
Real-Time Analytics and Reporting

Pega Customer Process Manager includes a wide variety of standard reports and graphs providing real-time information regarding processes, work, assignments, and historical data for analyzing contact center performance over time. Powerful drilldown analysis capabilities enable you to travel from a summary view of your entire operation down to the details of a single service-request case.
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Structure of This Document

This book includes the following chapters and appendixes: Chapter 2 describes what you need to know to start using Pega Customer Process Manager Chapter 3 describes how to use Pega Customer Process Manager to conduct customer interactions, process service cases, use CTI capabilities, and perform supervisory functions Chapter 4 describes the business flows in detail, explaining how you interact with the system and the business processing that occurs automatically Chapter 5 describes how to access, review, and work with reports Appendix A provides a description and the Visio diagrams that illustrate standard business process flows Appendix B provides samples and descriptions of portal screens Appendix C provides information about contacting Pegasystems
Before You Begin Pega Customer Process Manager Documentation Set
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Pega Customer Process Manager Documentation Set

In addition to this document, the Pega Customer Process Manager documentation set includes: Pega Customer Process Manager Deployment Guide describes how to configure and integrate Pega Customer Process Manager. PegaCALL for PegaRULES Installation and Configuration Guide describes how to install and configure CTI functions for Pega Customer Process Manager and other applications based on PegaRULES Process Commander.
Technical staff who configure or integrate the Pega Customer Process Manager software should read these documents.
Other Informational Resources

Pega Customer Process Manager runs in the PegaRULES Process Commander environment, a flexible and powerful Java and XML-based platform for business process management (BPM) solutions. In addition to this document, you may want to read: Introduction provides an overview of the architecture, concepts, and features of Process Commander.
The following additional PegaRULES Process Commander documentation is also available for system administrators and other technical staff: Quick Start a tutorial that familiarizes you with the standard elements used in configuring Process Commander applications and guides you in creating a simple application. You also learn how users interact with a Process Commander application. Designing Your Application with SmartBuild provides best practices for designing, building, and evolving Process Commander applications. Integrating with External Systems supports IT professionals who plan, design, build, and test the interfaces with other systems that can be used with a Process Commander application.
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Administration and Security This guide describes how to perform the initial startup, setup, and day-to-day administration of PegaRULES Process Commander. It is intended for use after product installation by experienced system administrators who are familiar with multinode, multi-user Web application environments. Application Developer Help provides contextual information about Process Commander. Information is available on browser pages by clicking the Help link or on rule and data forms. This function may not be available to you, depending on your role and privileges.
Chapter 2 Getting Started

This chapter introduces Pega Customer Process Manager and describes the basics of the user interface, and includes these topics: Basic terminology How to access Pega Customer Process Manager Different views of the Pega Customer Process Manager Portal How to interpret the icons and controls in the user interface
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Pega Customer Process Manager User Guide Getting Started
Understanding These Terms

You should be familiar with the following terms as you read this book: Live customer interaction a telephone inquiry or branch walk-in visit from a customer. Pega Customer Process Manager creates an interaction case to record all activities and service cases that result from live customer interactions. Non-live interaction an e-mail, fax, or mail inquiry from a customer. Pega Customer Process Manager creates an interaction case to record all activities and service cases that result from non-live customer interactions. CTI (Computer Telephony Integration) capabilities combining data with voice systems in order to enhance your contact center operations. Using PegaCALL for PegaRULES, Pega Customer Process Manager incorporates CTI capabilities such as screen pops, desktop telephony controls, and enhanced call routing. Case (work object/service request) a unit of work within Pega Customer Process Manager. The system assigns a unique number called a Work ID to each case, whether an interaction or a service request case, such as an address change. Workbasket a centralized, shared pool of cases from which users can select work depending on their user role. As new cases are created, the system automatically routes them to specific workbaskets to await further processing. Pega Customer Process Manager then automatically retrieves the cases from workbaskets when the user requests work. Worklist a list of cases items assigned to a specific user. Pega Customer Process Manager routes appropriate work from workbaskets to the users most qualified to process that work. Users can also pull new case items to their worklist themselves. Service levels time interval to complete a request. Pega Customer Process Manager assigns a service level rule to each piece of work within the system. A service level defines one or two intervals, known as goals and deadlines, that indicate the expected or targeted turnaround time for the assignment, or time to resolve the case.
Getting Started Accessing Pega Customer Process Manager
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Accessing Pega Customer Process Manager

Before using Pega Customer Process Manager, you must obtain a Uniform Resource Locator (URL) for the Pega Customer Process Manager server from your system administrator. The URL has the form:
http://ssssss:9999/dddddd/PRServlet?
Logging On
To log on:
1. 2. Start Microsoft Internet Explorer. In the Address bar, type or paste the URL provided by your system administrator. 3. Press Enter. The logon window appears (Figure 2-1).
Figure 2-1. Logon Window
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4.
Enter your user ID and password and click Log In. Remember that passwords are case sensitive. The Pega Customer Process Manager portal appears.
5.
Automatic ActiveX Downloads

Some features of Pega Customer Process Manager may require the use of downloaded ActiveX controls. For example, if you are using the PegaCALL for PegaRULES CTI capabilities, you will need an ActiveX control to support screen pops. When you first require an ActiveX control you have not yet downloaded, Internet Explorer presents a security window (Figure 2-2).
Figure 2-2. Windows Download Security Warning Click Yes to download the control. You need to download each control only once, when it is first required. If you select Always trust content from Pegasystems before clicking Yes, subsequent download operations occur without this security warning.
Getting Started Accessing Pega Customer Process Manager
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Note: If your Windows privileges or Internet Explorer settings do not let you
download ActiveX controls, ask your technical staff for a temporary Windows Administrator or Power User sign on to enable downloads.
Changing Your Password

A system administrator sets your initial password. You can change your password at any time.
To change your password:

1. From the Home Base, click the Full Profile button in the navigation panel. The Operator Profile Full Display appears (Figure 2-3).
Figure 2-3. Operator Profile Full Display
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2.
Click Change Password. The Change Password form appears (Figure 2-4).
Figure 2-4. Change Password Form 3. 4. 5. 6. Enter your current password in the Verify Current field. Enter your new password in the New field. Enter the same password again into the New Confirm field Click Save to activate the new password.
Logging Off
To log off Pega Customer Process Manager, click the Log Off link at the top left of the portal, where the Pega logo (or your logo) appears.
Caution: For security reasons, always log off before closing the browser
window containing your application. Whenever you remain inactive in the application for 20 minutes or more, you may be logged off automatically. You do not loose any completed work, but you must log on again to continue working.
Getting Started Portal Views
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Portal Views
The Pega Customer Process Manager portal has three main views: Home Base (described below) Interaction Manager (initiate work, see page 2-10) Interaction Manager (in process, see page 2-12)
Home Base
Figure 2-5 shows the Home Base view of Pega Customer Process Manager.
Figure 2-5. Home Base View of Portal
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The Home Base view of the portal shown in Figure 2-5 is representative of the view you see after you log on. Figure 2-6 briefly describes the gadgets that are available in each of the Task Bars including Home Base, Reports, Interaction Manager, and Utilities.
Note: Gadgets may be different and may be expanded, depending on your role.
Appendix B contains examples of various portals and gadgets.
Task Bar
Description
The Pega Logo or your company logo. Click the logo to return to the initial state of the portal from anywhere in the application. Click the Log off link to log off. News Your company can use this gadget to broadcast items of general interest (appears under Bar). Reporting Dashboard Provides statistical and tracking mechanisms in graphical form to monitor contact center activities. For more information, see Chapter 4. Quality Review Management Supervisory function that enables manager to evaluate and rate the quality of interactions and service items. Campaign Management Supervisory function that enables manager to view information and progress of cross-sell, retention, restitution, and reward campaigns. Territory Management Define and manage the ownership of accounts, contacts, business units and geographic areas that drive assignments of opportunities.
Home Base
Click to access the home base view containing:
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Task Bar
Reports Interaction Manager Utilities
Description
Provides a comprehensive list of reports by category. For more information, see Chapter 5. Click to perform CSR tasks (see Interaction Manager view section). Click to expose a set of tools that includes: Reference Materials Location Finder CTI Toolkit
My Opportunities (not shown in figure)
Click to manage opportunities that are assigned to you.
Figure 2-6. Home Base Gadgets
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Interaction Manager (Initiate Work)

Figure 2-7 shows a representative view of the Interaction Manager after you click the Interaction Manager bar in the navigation panel.
Figure 2-7. Interaction Manager View (Initiate Work)
Hint: You can always return to this view by clicking the Home icon
Interaction Manager bar.
in the
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Gadgets may be different and may be expanded, depending on your role. Figure 2-8 briefly describes the Interaction Manager gadgets in this view. Gadget Navigation Panel Description Three text areas, initially empty, appear in expanded format in the navigation panel: Priority Note displays useful information about the contact or account. Contact Information displays a snapshot of the contacts identity. Interaction Log displays step-by-step details of the current interaction and what is left to be done. The log clears when the interaction ends.
My Work in Progress Find Work
Displays a list of calls and other activities you are currently involved with. For more information, see Chapter 3. Presents various ways of searching for specific case items. For more information, see Chapter 3. Provides access to other operators worklists and to workbasket contents. For more information, see chapter 3. Presents various ways of searching for account and contact information, for both live interaction and background research. For more information, see Chapter 3. Enables you to create a new inbound correspondence case. For more information, see Chapter 3. Displays a subset of your worklist that includes opportunities that are available for you to work (available only in sales views). Displays a subset of your worklist that includes all items except opportunities.
My Group Find a Contact or Account Enter New Work
My Opportunities (not shown in figure) My Activities (not shown in figure)
Figure 2-8. Interaction Manager Initiate Work Gadgets
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Interaction Manager (In Process)

Figure 2-9 shows a representative view of the Interaction Manager after you initiate some work, such as locating and verifying a customer.
Figure 2-9. Interaction Manager View (in Process)
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Gadgets may be different and may be expanded, depending on your role. Figure 2-10 briefly describes the Interaction Manager gadgets in this view.
Gadget Interaction Manager Navigation Panel
Description Notice the effect on the navigation panel after locating and verifying a contact: Priority Note displays useful information about the contact or account. Contact Information displays a snapshot of the contacts identity. Interaction Log displays step-by-step details of the current interaction and what is left to be done. The log clears when the interaction ends.
Dialog
Displays the script to use during customer interactions. The text changes to match the business process being performed. For information on how to customize dialog text, see Chapter 3. Enables you to launch and execute business processes to respond to customer service requests. For more information, see Chapter 3. Displays information about the account including financials, recent transactions and interactions, who is authorized to use the account, etc. The information appears in the Composite area. Displays information about the contact, including a personal profile, recent call history, account and business unit associations, etc. The information appears in the Composite area.
Take Action
Account
Contact
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Gadget Account Owner
Description Displays information about the account owner, including an SLA profile, recent call history, account and business unit associations, etc. The information appears in the Composite area. Displays about the business unit (if applicable), including a business profile, recent call history, contact associations, etc. The information appears in the Composite area.
Business Unit (not shown)
Figure 2-10. Interaction Manager Gadgets
Getting Started Understanding Icons and Controls in the User Interface
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Understanding Icons and Controls in the User Interface

This section describes icons and controls and shows you how to interact with these screen elements as you perform your tasks.
Working with Other Windows

Depending on the activity, Pega Customer Process Manager may open a separate window to display requested data. You can resize, move, and drag these windows. To close a floating window, click Submit, Close, or Cancel. Click either the Pega logo or the Home link to return to your home base. (Your company logo may appear in place of the Pega logo.)
Common Icons and Controls

Figure 2-11 lists and describes most of the common screen elements, including buttons and icons, you use to enter or view data, or otherwise take some action. Buttons and Icons Name Action button Calendar Clock (goal) Clock (deadline) Expandable gadget (+) Description Click to send data on the form to Pega Customer Process Manager. For more information, see chapter 3. Click to select and insert a date from a calendar into a date field. (You can also type in dates as explained on page 2-17.) Appears in the worklist when an assignment is not completed within its goal time (see definition of service levels on page 2-1). Appears in the worklist when the assignment remains incomplete past its deadline (see definition of service levels on page 2-1). Click the plus sign next to a gadget to expand previously hidden information. The expanded gadget then becomes a collapsible gadget, marked with a minus sign (-).
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Buttons and Icons
Name Expandable section (triangle)
Description Click the blue triangle next to to a gadget to expand the section to show previously hidden information, or to expand a text area so that you can type in it. The expanded section then becomes a collapsible section, marked with the triangle pointing down ( ). Alerts you to a Priority Note that was generated based on your organizations business rules. Click to delete an item from a list. Clicking the icon deletes the item immediately. You are not prompted for confirmation. Changes the workspace to a list view only. Changes the workspace to a split list-form view. Changes the workspace to a form view only. Refreshes the information displayed in the workspace. Prints the current active gadget in the workspace. Closes everything displayed in the workspace. Updates the composite section on a research item to provide upto-date information. Displays a history of the current interaction in a separate window (see chapter 3). Presents a selection of attachment options in a separate window (see chapter 3). Opens a Visio flow diagram of the current workflow that pinpoints where you are in the process. Expands all currently unexpanded gadgets in the workspace. The icon changes to a minus sign which when clicked, collapses all currently expanded gadgets in the workspace. Closes the current item.
Flag Trash can List View Split View Form View Refresh Print Close Get Current Composite View history Add or edit attachments Where am I? Expand all
Close this item Figure 2-11. Workspace Buttons and Icons
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Entering Data
Pega Customer Process Manager lets you enter data quickly with a minimum of keystrokes. Following are instructions for entering: Dates Amounts
Dates
Pega Customer Process Manager supports multiple date display formats known as locales. The format of the date you see is based on your locale. For example, if today is July 9, 2004 and you are using a: en_US locale, the date appears as 7/9/2004 en_GB locale, the date appears as 9/7/2004 fr_CA locale, the date appears as 2004-07-09
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Some forms include a calendar icon ( ) to the right of date fields. You can type a date into the field or click the calendar icon to open a date selection calendar (Figure 2-12). Use the mouse to find the year, month, and day you need, and then click Close.
Figure 2-12. Pop-Up Date and Time Selector
Amounts
The system displays dollar amounts with commas as appropriate. You can omit trailing zeros when entering amounts. For example, when you enter the disputed amount as 1234, Pega Customer Process Manager displays 1,234.00. When you enter 1234.1, Pega Customer Process Manager displays 1,234.10.
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Responding to Errors
If you make an error in completing a form, a red X ( ) indicates the field in error. (Figure 2-13 shows an example.) When you place your cursor over that icon, you are prompted with instructions about how to correct the error. (A common error is not entering data in a required field.) Correct the erroneous field(s) and submit the form again.
Figure 2-13. Error Indicator in the Workspace
Chapter 3 Working with Pega Customer Process Manager

This chapter explains how to navigate the interface to perform the role of a Customer Service Representative (CSR). The chapter covers the following topics: Conducting a live customer interaction, such as a telephone call Using CTI functions Conducting a non-live customer interaction, such as responding to an e-mail or fax inquiry Processing service request cases (post-interaction) Using reference utilities Using supervisory functions Using sales and marketing functions
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Pega Customer Process Manager User Guide Working with Pega Customer Process Manager
Conducting Live Customer Interactions

This section explains how to conduct a live interaction with a customer, for example to respond to a telephone inquiry or branch walk-in visit. This section covers the following topics: Identifying and verifying the customer Processing service requests Standard Pega Customer Process Management business processes Accessing customer information Ending customer interactions
Identifying and Verifying the Customer

A live interaction starts by identifying and verifying the customer. To start the interaction, select the Interact with a Customer option within the Find a Contact or Account gadget on the Interaction Manager view (see Chapter 2) as shown in Figure 3-1.
Figure 3-1. Find a Contact or Account Gadget
Note: Your company may use PegaCALL for PegaRULES to provide CTI
capabilities for your Pega Customer Process Manager application. If it does, you may be notified of an incoming call via a screen pop. Depending on the information that was captured about the caller in your companys interactive voice response (IVR) system, you may not need to perform search or verification processes. Refer to Using CTI Functions on page 3-24 for more information on CTI integration.
Working with Pega Customer Process Manager Using CTI Functions
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Search for a Customer

The Dialog and Take Action gadgets change for you to begin a customer search. Account search options are displayed by default; however, the selection box also includes options to search for a contact, business unit, or work item (Figure 3-2). Pega Customer Process Manager requires you, at minimum, select a contact during a live interaction.
Figure 3-2. Customer Search Options
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Enter search criteria and click Submit to initiate the search. The Take Action gadget changes to display search results. For example, the search results in Figure 3-3 were based on a search for a partial account number of 123450.
Figure 3-3. Account Search Results List
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Verify the Customer

After you make your selection, the Take Action gadget changes to display caller verification information (Figure 3-4). Verification data is based on account or contact information as defined by your companys business rules.
Figure 3-4. Caller Verification Verify the caller by asking one of the questions displayed in the Take Action gadget. Once the caller provides the verification information, select the radio button next to the item and click Submit to continue. If you cannot verify the contact, select Contact Not Verified from the selection box and click Submit to return to the original search form.
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Processing Service Requests

Once you verify the caller, your view changes to display customer information and options for processing the callers service requests (Figure 3-5). Note that the priority note and contact information sections on the left panel have changed to reflect information about the caller. Likewise, the customer composite section of the view has changed to show information about the account, contact, and account owner that were selected during search processing.
Figure 3-5. Interaction Manager After You Verify the Caller
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Queuing Processes
The Take Action area now displays options that let you select the business processes necessary to respond to the callers service requests. Figure 3-6 shows an example of the Select Intent screen.
Figure 3-6. Queuing and Launching Business Processes The Select Intent screen within the Take Action gadget contains the following sections: Suggested Processes list of the processes that Pega Customer Process Manager has determined are likely for this interaction based on caller and account profiles and recent history. These suggestions are based on your companys business rules. To select a suggested process, click the check box next to the process name. The process is added to the Queued Processes section to the right of the screen. Other Processes selection of a business processes from categorized lists (see Standard Business Processes on page 3-10 for a list of processes available with Pega Customer Process Manager). Once you select a process from the list, it is added to the Queued Process section to the right of the screen.
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Queued Processes list of processes queued for this interaction. In some cases, the system may automatically queue business processes that should be performed during the interaction. For example, in Figure 3-6 on page 3-7, Pega Customer Process Manager has automatically queued two business processes, a suggested cross-sell offer workflow for a new online bill payment service and an end interaction business process.
Note: Pega Customer Process Manager also supports the use of hot keys to
add business processes to the queue area. Check with your system administrator to find out which hot keys have been enabled for your system.
Launching Business Processes

A gold arrow appears next to the process that is first in the queue. Click Submit to launch this process. To launch a process that is not the first in the queue, double click on the name within the queue. To delete a process in the queue, click the trash can icon to the right of the business process name.
Note: Trash can icons do not appear next to business processes that are required
for the interaction.
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Executing Processes
Once you have launched a business process, the Take Action and Dialog gadgets change to display the information and options appropriate for that business process. In some cases, the system may present one or more screens to guide you through the process. For example, the change of address business process first prompts you to enter new address information for the customer (Figure 3-7).
Figure 3-7. Prompt to Enter New Address Information Then the process prompts you to ask the customer about applying this change to other accounts he or she may own (Figure 3-8).
Figure 3-8. Prompt to Apply Address Change to Other Accounts
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When you complete the business process, the Take Action gadget displays the Select Intent process selection and queue screen again. Continue to launch business processes until the interaction is complete.
Standard Business Processes

Figure 3-9 lists the standard business processes available with Pega Customer Process Manager. Based on your companys implementation, additional or alternate business processes may be available. These processes are described in more detail in Chapter 4, Understanding Customer Process Manager Business Processing. Check with your system administrator to find out which business processes are available on your system.
Process
Account Address Change
Description
Change the address of the account on your companys system of record. Add a new business unit Add a new contact Close an account and present retention offers to the caller. Access a specific communications script (such as a new customer welcome message) that applies to the contact. Record a complaint or compliment during an interaction and present system-determined restitution or reward offers to a customer.
Category within Business Processes Menu

Account
Add Business Unit Add Contact Close Account
Accessible via search functions Accessible via search functions Account
Communicate Message
Suggested by Customer Process Manager, based on your business rules General
Complaint/Compliment
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Process
Diagnose Issue
Description
Diagnose a problem or situation based on your companys knowledge rules. Browse and search for your companys knowledge base topics. Create a general service item. Use this process to capture and route work when an automated workflow has not been created. Order materials (such as product collateral or company information) to be sent to a customer. View and maintain a list of accounts associated with a contact. View and maintain a list of a business units associated with a contact or account. View and modify the contacts associated with an account. Submit a new account application. Add, view, and modify sales opportunities. Set SLA profile overrides to designate priority handling of customer requests. Add a new contact (similar to Add Contact, but with fewer fields)

General
Frequently Asked Questions (FAQ) General Service Case
General General
Materials Fulfillment
General
Modify Account Links Modify Business Unit Links
Contact and Account Owner Contact and Account Owner
Modify Contact Links
Account and Account Owner
Open New Account Opportunity Override SLA
General and Account General General
Quick Add Contact
Accessible via search functions
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Process
Schedule Activity Send Correspondence
Description
Schedule a follow-up call, task, or appointment during an interaction. Generate an e-mail, fax, or mail document to a customer, based on available templates. Submit a statement photocopy request on behalf of a caller. Review prior work item for a customer, as suggested by the system. Select and present cross-sell and other offers to a customer. Create a dispute-transaction case, at the request of the caller. View and maintain information associated with a business unit including name, tax ID, and so on. View and maintain address information associated with a business unit. View and maintain communication information associated with a business unit. Update contact address information. Update contact communication options.

General General
Statement Copy Suggested Item Review
Account Suggested Processes
Suggested Offers Transaction Dispute Update Business Unit Details
Generally available Account Business Unit
Update Business Unit Address Details Update Business Unit Communication Details Update Contact Address Update Contact Communications Options
Business Unit
Business Unit
Contact Contact
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Process
Update Contact Name and Profile
Description
Change the contacts name, and edit the personal profile.

Contact
Figure 3-9. Table of Business Processes
Accessing Customer Information

The customer composite area (Figure 3-10) consists of individual sections that display information regarding the account, contact, and account owner (whether the owner is a business unit or individual). Depending on your selections during search processing, some of these sections may not appear (for example, if you did not select an account during search processing, the account and account owner sections are not visible).
Composite Information Area
Figure 3-10. Customer Composite Area
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Use the controls at the right of the top gadget to reposition the composite area (including all individual sections) within the workspace: Click to move the composite area to the top of the workspace, such that it overlays the Dialog gadget. Click to move the composite area to the bottom of the workspace, such that only the top gadget appears. Click to return the composite area to its original position.
Information in the customer composite areas may have been collected from your legacy processing systems, from the Pega Customer Process Manager database, or from other third-party applications and databases within your organization.
Account Composite Gadget

The Account Composite gadget (Figure 3-11) displays information regarding the account you selected during search processing. This information enables you to respond to customer inquiries on account balance, status, and transactions; research prior interactions and service items; and document notes and comments.
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Figure 3-11. Account Composite Gadget
Note: During an interaction, you may need to access information about a

different account for the caller. To update the Account Composite Gadget, select the change account option from the selection box on the Select Intent Take Action screen.
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Figure 3-12 lists and describes the sections within the Account Composite gadget.
Account Composite Sections Account Information
Description Displays general and financial information about the account. Also displays account address information and SLA options for the account. Displays recent account activity. Click on a Txn ID to view additional details about a transaction. Click on a statement start date to view additional details about a statement. Use the search buttons to search for other transactions and statements for this account. Displays recent interactions and open service items for this account. Click on any item to view additional details. The icon to the left of interactions provides feedback on the satisfaction of the caller (green is favorable; red is unfavorable, etc.). A clock icon to the left of an open service item indicates whether the case is past its goal or deadline date. Use the search buttons to search for other interactions or service items related to this account by type and status. Displays opportunities and previous offers for this account. Click on any item to view additional details. Identifies contacts associated with the account; and includes their respective roles. Keeps a log of notes for this account. Click Add Note to make an entry.
Recent Transactions and Statements
Recent Interactions and Open Service Items
Opportunities
Authorized Contacts
Notes (not shown)
Figure 3-12. Account Composite Sections
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Contact Composite Gadget

The Contact Composite gadget (Figure 3-13) displays information regarding the caller you are speaking to. This information enables you to view address and communication options; research prior interactions and service items for this caller; view associations this caller has with other accounts and business units; and document notes and comments.
Figure 3-13. Contact Composite Gadget
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Figure 3-14 lists and describes the sections within the Contact Composite gadget. Contact Composite Sections Address/Phone/E-mail Description Displays address and communications options for the contact. A check box next to an entry indicates the primary communication method. Displays personal information, communications and marketing preferences, and verification options for the contact. Displays recent interactions and open service items for this contact. Click on any item to view additional details. The icon to the left of interactions provides feedback on the satisfaction of the caller (green is favorable; red is unfavorable, etc.). A clock icon to the left of an open service item indicates whether the case is past its goal or deadline date. Use the search buttons to search for other interactions or service items related to this contact by type and status. Lists opportunities and previous offers for this contact. Click on any item to view additional details. Lists other accounts and business units linked to this contact. Keeps a log of notes for this contact. Click Add Note to make an entry.
Profile
Opportunities
Account and Business Associations Notes
Figure 3-14. Contact Composite Sections
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Account Owner Composite Gadget

The Account Owner Composite gadget (Figure 3-15) displays information pertaining to the owner of the account. The sections within this gadget vary depending on whether the caller is the owner of the account that was selected during search processing or whether another individual is the owner.
Figure 3-15. Account Owner Composite Gadget
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Figure 3-16 describes the sections within the Account Owner Composite gadget. Account Owner Composite Sections Address/Phone/E-mail
Description Displays address and communications options for the account owner. A check box next to an entry indicates the primary communication method. If the contact is the owner of the account, this section is not \visible. Identifies the SLA in effect and the name and duration of overrides, if any. Displays recent interactions and open service items for this account owner. Click on any item to view additional details. The icon to the left of interactions provides feedback on the satisfaction of the caller (green is favorable; red is unfavorable, etc.). A clock icon to the left of an open service item indicates whether the case is past its goal or deadline date. Use the search buttons to search for other interactions or service items related to this account owner by type and status. If the contact is the owner of the account, this section is not visible. Lists opportunities and previous offers for this account owner. Click on any item to view additional details. Lists other accounts and business units linked to this account owner. If the contact is the owner of the account, this section is not visible.
Service Level Profile Recent Interactions and Open Service Items
Opportunities
Account and Business Associations
Figure 3-16. Account Owner Composite Sections
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Business Unit Composite Gadget

The Business Unit Composite gadget (Figure 3-17) displays only if a business unit is selected during search processing, or if a business unit is the owner of the account selected during search processing.
Figure 3-17. Business Unit Composite Gadget
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Figure 3-18 describes the sections within the Business Unit Composite gadget. Business Unit Composite Sections Address/Phone/E-mail Profile
Description Gives detailed information on how and where to reach the business unit. Categorizes the business by industry and size; Identifies the SLA in effect, and the name and duration of overrides, if any. Displays recent interactions and open service items for this business unit. Click on any item to view additional details. The icon to the left of interactions provides feedback on the satisfaction of the caller (green is favorable; red is unfavorable, etc.). A clock icon to the left of an open service item indicates whether the case is past its goal or deadline date. Use the search buttons to search for other interactions or service items related to this business unit by type and status. Lists opportunities and previous offers for this account. Click on any item to view additional details. Lists other contacts, accounts, and businesses linked to this business unit. Keeps a log of notes for this business unit Click Add Note to make an entry.
Opportunities
Contact, Account, and Business Associations Notes (not visible in graphic)
Figure 3-18. Business Unit Composite Sections
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Ending the Interaction

The last business process in every live interaction is End Interaction. This business process is automatically queued by the system. To launch this business process, click Submit from the Select Intent screen in the Take Action gadget, or double-click the name in the queue list. The system automatically evaluates and displays information regarding the primary reason for the interaction and whether the interaction was related to a prior service inquiry (Figure 3-19). If this information is not accurate, you can override it. You can also enter customer satisfaction information in the disposition area, as well as any general comments regarding the interaction.
Figure 3-19. Ending the Interaction If you want to review any of the service items you created prior to ending the interaction, select items from the Interaction Log section of the Interaction Manager panel on the left portion of the screen. A separate pop-up window displays information regarding the service item. Click Submit on the Finalize the Interaction screen within the Take Action gadget to complete the interaction. You return to the Interaction Manager Initiate Work view.
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Using CTI Functions

If your company uses PegaCALL for PegaRULES to provide CTI capabilities for your Pega Customer Process Manager application, you can make and transfer calls and conduct conference calls directly from your application. Additionally, you are automatically prompted for incoming calls that are transferred to you. This section covers the following CTI topics: Logging in to CTI facilities and making yourself available for calls Screen pops to announce the arrival of incoming calls Telephony controls while on a call Making a call
CTI Login and Availability

You must be logged in to the Pega Customer Process Managers CTI facilities before you can receive incoming calls or use telephony functions.
Note: This login procedure is separate from logging into the application itself. To log in to CTI:
1. From the Utilities gadget in the navigation panel, select CTI toolkit to open the login form (Figure 3-20).
Figure 3-20. CTI Login Form 2. Enter your user ID, password, and your phone extension and click Login.
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3.
The system confirms your login and sets your status as available to take calls. At this point, incoming calls can be routed or transferred to you (Figure 3-21). Additionally, you can make a call as described in Making a Call on page 3-27.
Figure 3-21. CSR Logged In and Available 4. To change your availability status, select Not Available. Calls can no longer be routed or transferred to you. To log out of CTI functions, click Logout. No telephony functions are available to you.
5.
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Screen Pops
Screen pops announce the arrival of incoming calls. A screen pop occurs in a separate window and its contents vary depending on what information is known about the caller. Figure 3-22 shows a sample of a screen pop.
Figure 3-22. Sample of a Screen Pop To accept a call, click Accept. The system automatically begins a telephone interaction to log activities during the interaction (refer to the Live Interactions section of this chapter). Depending on the information known about the caller and what activities the customer performed within your companys IVR system, Pega Customer Process Manager may bypass search and verification processes. For example, if the customer entered verification data in the IVR, Pega Customer Process Manager bypasses additional verification processes. To decline a call, click Decline. The call is routed back to your companys PBX system to be transferred to another available CSR.
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When You Are on a Call

When you make or take a call, the telephony controls change to provide flexibility in call handling (Figure 3-23).
Figure 3-23. Telephony Controls While on a Call While on a call, you can use any of the following buttons: Hold/Retrieve to place a call on hold or retrieve a call from a hold status. The Retrieve button is not visible unless a call is currently on hold. Warm Transfer to transfer the call, first speaking to the transferee, before dropping off the line. Blind Transfer to transfer the call without speaking to the transferee. Conference to add parties to the call. Hangup to end a call.
Making a Call
To make a call within Pega Customer Process Manager:
1. 2. Select a phone line. Enter the phone number to dial. To access a pre-defined set of calling parties, place your cursor in the input box and press the down arrow key. Click Dial to initiate the call.
3.
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Conducting Non-Live Customer Interactions

This section explains how to conduct a non-live interaction with a customer, for example to respond to a e-mail, fax, or correspondence inquiry. This section covers the following topics: Creating non-live interaction cases automatically and manually Selecting a non-live interaction case to work Identifying the customer and processing service requests Completing non-live customer interactions
Creating Non-Live Customer Interaction Cases

Automatic Case Creation
Pega Customer Process Manager automatically creates non-live interaction cases for inbound e-mail, fax, or correspondence inquiries depending on how your system was implemented. In a typical implementation, Pega Customer Process Manager will: Listen for inbound e-mails and faxes that arrive at designated folders and automatically create inbound interaction cases. It routes these cases to the Inbound Correspondence workbasket. Automatically create cases for inbound mail correspondence through integration with your companys imaging system. It routes these cases to the Inbound Correspondence workbasket.
Working with Pega Customer Process Manager Conducting Non-Live Customer Interactions
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Manual Case Creation

You can also manually create non-live interaction cases for inbound e-mail, fax, or correspondence inquiries. 1. Select the Create Inbound Correspondence Case option within the Enter New Work gadget on the Interaction Manager view as shown in Figure 3-24.
Figure 3-24. Create Inbound Correspondence Case 2. Complete the information on the entry form (Figure 3-25). The Channel Type selection box includes the following values:
E-mail Fax Mail Other
Figure 3-25. Create Inbound Correspondence Input Screen
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3. 4.
Click Scan Document. The system initiates your local scanning software. Scan the document you wish to attach to the case. The system updates the input screen, as shown in Figure 3-26.
Figure 3-26. Create Inbound Correspondence Input Screen Update 5. Click Create Case. The system displays a confirmation that includes the case reference number (Figure 3-27), and routes the case to the Inbound Correspondence workbasket.
Figure 3-27. Create Inbound Correspondence Confirmation Screen
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Selecting a Non-Live Interaction Case to Work On

To work on a non-live interaction case, select it from the Inbound Correspondence Workbasket (see the section To use the My Group gadget to review the contents of a workbasket: on page 3-37). You may also receive a non-live interaction case to work on as a result of a search or Get Most Urgent operation. Once the case has been selected, your view changes to display information contained in the e-mail, fax, or mail (Figure 3-28).
Figure 3-28. Inbound E-mail Inquiry
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To view any attachments associated with the inquiry, such as attachments that were sent by a customer with an e-mail inquiry, click on the attachment name. A separate window opens displaying the attachment contents.
Note: Your PC must have the necessary software installed to display the
attachment. For example, if a customer included a MS Word attachment with their e-mail inquiry, you must have a copy of MS Word on your PC in order to display the document.
Identifying the Customer and Processing Service Requests

To process the non-live interaction, you must first identify the customer. The Take Action gadget displays search information for you to enter search criteria. After you select the customer and account, your system view changes to include the customer composite gadget as described in the Live Interaction section of this Chapter. Unlike live customer interactions, no verification step is necessary. If your site has implemented custom parsing capabilities, or if an account number or contact ID was manually entered when the case was created, the system may bypass customer identification. In this situation, you do not need to perform search operations and the customer composite information is already visible. To respond to the customers inquiry, select the appropriate business process from the Take Action gadget (see Processing Service Requests on page 3-6).
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You can create service items to respond to this inquiry as well as send correspondence to the customer confirming the inquiry (Figure 3-29). Note that unlike live interactions, no dialog scripting is provided to you and no suggested processes are presented.
Figure 3-29. Responding to Inbound Correspondence
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Completing Non-Live Customer Interactions

Like live interactions, the last business process in every non-live interaction is End Interaction. This business process is automatically queued by the system. To launch this business process, click Submit from the Select Intent screen in the Take Action gadget, or double-click the name in the queue list. The system automatically evaluates and displays information regarding the primary reason for the interaction and whether the interaction was related to a prior service inquiry. If this information is not accurate, you can override it. If you want to review any of the service items you created prior to ending the interaction, you can select them from the Interaction Log section of the Interaction Manager panel on the left portion of the screen. A separate pop-up window displays information regarding the service item. Click Submit on the Finalize the Interaction screen within the Take Action gadget to complete the interaction. You return to the Interaction Manager Initiate Work view.
Working with Pega Customer Process Manager Processing Service Requests Post-Interaction
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Processing Service Requests Post-Interaction

As a result of customer interactions, service cases are created that may require follow-up work or verification once the interaction is concluded. This section describes how you can find, research, and update service requests.
Finding Service Cases

You can search for cases in the following ways: Review your own worklist (My Work in Progress gadget) Provide search criteria (Find Work gadget) Review the worklists of other CSRs (My Group gadget) Review cases queued in workbaskets (My Group gadget)
To use the My Work in Progress gadget:

1. From your home base, click Interaction Manager. The My Work in Progress gadget appears at the top of the workspace (Figure 3-30).
Figure 3-30. My Work in Progress Gadget The My Work in Progress list displays your current assignments, sorted by urgency. Each row of the worklist describes one assignment for one case. 2. If your worklist contains more assignments than can be displayed, click the Expand link at the bottom of the list. Click the row corresponding to an assignment you want to work on. The case opens in a form appropriate to its current status.
3.
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To use the Find Work gadget:

1. From your home base, click Interaction Manager. The Find Work gadget appears in the workspace (Figure 3-31). Click the triangle to expand the gadget, if necessary.
Figure 3-31. Find Work Gadget 2. Enter criteria as follows: By ID If you know the unique ID of the work object, enter it in the field and click Find. You can also open the work object in a separate window. Search for work If you dont know a work object ID, use the Search for Work selection box to search for work:
Entered by me Associated with me by a Party Resolved by me recently Assigned to me By workbasket
Get Most Urgent This button opens the most urgent work object either from your worklist or from any of the workbaskets that typically feed your worklist.
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To use the My Group gadget to review the worklists of other CSRs:

1. From your home base, click Interaction Manager. The My Group gadget appears in the workspace (Figure 3-32). Click the triangle to expand the gadget, if necessary.
Figure 3-32. My Group Gadget Other CSRs 2. 3. Click the CSR whose worklist you want to review. Select the case in the list to open it in a form appropriate to its current status.
To use the My Group gadget to review the contents of a workbasket:

1. From your home base, click Interaction Manager. The My Group gadget appears in the workspace (Figure 3-33). Click the triangle to expand the gadget, if necessary.
Figure 3-33. My Group Gadget Workbaskets 2. 3. Click the workbasket whose contents you want to review. Select the case in the workbasket to open it in a form appropriate to its current status.
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Researching and Completing Service Request Cases

This section covers the following topics: Reviewing a specific case summary and history Adding notes and attachments to a case Researching customer information
To review a case summary:

1. Select a case to review by selecting it from a worklist, using item search facilities, or by selecting it from a customer composite gadget. A separate window opens, showing information about the item. The data contained in each display varies by the type of the item. Figure 3-34 shows an example of a summary of a telephone interaction. In this example, you can see details about the call, the customer that made the call, and a list of all the service items that were created during the call.
Figure 3-34. Case Summary of a Telephone Interaction
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2.
You can click on any of the items created during the interaction to view case details. Figure 3-35 shows the case summary for the account address change item, S-796.
Figure 3-35. Case Summary of an Account Address Change
To review case history:

1. Click the View history icon on the upper-right portion of the case summary form. A separate window opens, showing the history of the call (Figure 3-36).
Figure 3-36. History Record for an Account Change Item
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2.
To view any attachments listed, select the item from the list. A separate window opens, displaying the attachment (Figure 3-37).
Figure 3-37. Attachment to a Case
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To add a note or an attachment to a work case:

1. 2. Select the item you want to update. Click the Add or edit attachments icon window opens (Figure 3-38). . The History and Attachments
Figure 3-38. Adding Notes or Attachments 3. Select the type of attachment you want to add. Your selection determines how the form changes. Fill in the form with the information appropriate to your attachment choice. Click Close.
4. 5.
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To research customer information:

1. Open Interaction Manager and select the Perform Customer Research option from the Find a Contact or Account section. You can search for a contact or account without creating an interaction log for the activity. Enter customer search criteria as described in the Live Interaction section of this chapter. Customer information displays in the composite gadget, as shown in Figure 3-39. From this view, you can view account activity, recent interactions, and outstanding or completed cases for a customer or account.
2.
Figure 3-39. Research View 3. You can also initiate additional service item cases for this customer by selecting a business process from the selection box.
Working with Pega Customer Process Manager Using Reference Utilities
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Using Reference Utilities

The Reference Utilities area of Pega Customer Process Manager gives you convenient access to your companys reference information. Click the Utilities gadget to access user reference utilities. If you click the Tear off icon, the selections appear in a separate window (Figure 3-40).
Figure 3-40. Utilities Window
Reference Materials
Reference Materials include you companys product, service, and policy documentation and other informational resources you may want to consult during an interaction. 1. Click the Reference Materials link to view available information (Figure 3-41).
Figure 3-41. Reference Materials Utility 2. Select a category and then click an item within the category to view the document.
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Location Finder
1. Click the Location Finder link to search for a corporate location (Figure 3-42).
Figure 3-42. Location Finder Utility 2. Select a location type and enter additional search criteria if applicable, and then click Search. Results display below the search criteria area.
Working with Pega Customer Process Manager Using Supervisory Functions
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Using Supervisory Functions

This section describes functions and capabilities available to supervisors and managers. It covers the following topics: Modifying dialog scripts Reassigning work Viewing campaign information and details
Note: Your role and access group must grant you authority to perform these
functions.
Modifying Dialog Scripts

The Dialog gadget displays suggested wording to use during customer interactions. The text changes to match the specific business process that is being executed. To change the dialog script for a particular business process, select the text within the Dialog gadget. A separate window opens to enable you to update the dialog (Figure 3-43).
Figure 3-43. Update Dialog Gadget
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Here, you can edit text, and add references to contact, account, or CSR information. In addition to a default dialog section, the display includes a separate expandable section that enables you to create separate text for various CSR levels. To enter a reference to customer information, select the category and field from the selection box, then click Append. To save the dialog, click Save.
Reassigning Work
Use the Reassign Work gadget (Figure 3-44 ) to perform the following tasks: Reassign work items from one CSR to another Reassign work items from one workbasket to another Perform specific actions on behalf of a selected CSR Perform specific actions on a selected item class on behalf of a selected workbasket
Figure 3-44. Reassign Work Gadget Only authorized users (managers and supervisors) can reassign work. This gadget does not appear in your portal view if you are not an authorized user.
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Conducting Quality Reviews

Customer Process Manager enables authorized users to evaluate and rate the quality of interactions and service items for the purpose of managing and improving employee performance.
To select work to review:

1. Open the Quality Review Management section within your home base view and choose Select Work for Quality Review (Figure 3-45).
Figure 3-45. Quality Review Management Gadget 2. Enter the selection criteria for the work you want to review (Figure 3-46).
Figure 3-46. Selecting Work for Quality Review 3. Enter the number of work items to select. Choose whether the system should randomly select the items, or show a list from which to pick (Figure 3-47).
Figure 3-47. Selecting Quality Sample Type
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4.
If you selected a random sample, the system generates cases (up to the number you specified) that match the criteria you entered. If you chose a manual sample, the system presents you with a list of work items that match your criteria (Figure 3-48). Check the work items that should be reviewed and click Next.
Figure 3-48. Manual Selection of Work Items The system presents a list of quality reviews that were generated from your selections (Figure 3-49). The reviews are routed according to your sites rules. By default, they are routed to the QualityReview workbasket.
Figure 3-49. Confirmation of Quality Review Creation
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To enter quality ratings:

1. Select the quality review item from the QualityReview workbasket. A summary of the interaction or service item to review is presented along with a survey rating form (Figure 3-50).
Figure 3-50. Enter Quality Review Ratings 2. Select the Work ID link. A pop-up window opens and displays the details of the work item being reviewed. Enter the quality ratings and reviewer comments and click Submit. A total score and overall rating is calculated by the system based on the ratings you entered (Figure 3-51).
3.
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Figure 3-51. Review Score and Determine Next Steps 4. Review the results, and indicate whether:
A coaching session should be performed for this employee. If selected, the quality review is assigned to the employees manager to conduct the coaching session. If no manager is defined to the system, the assignment is routed to the CoachingSessions workbasket. The review should be sent to the employee for comments. If selected, the quality review is assigned to the employee to review the ratings and enter comments. System enhancements are needed. If selected, the quality review is assigned to the SystemEnhancements workbasket for evaluation of suggested changes.
5.
When you are finished, click Submit.
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To view quality review results:

Customer Process Manager allows authorized users to view quality review rating information in several locations including the following. Click on the Quality Review Management gadget on their Home Base view (Figure 3-52) to display a list of Quality Review Reports. For more information about reports see Chapter 5, Reporting.
Figure 3-52. Quality Review Management Reports When reviewing interactions or service objects , click the Quality Review Case ID link to view detailed ratings and comments for the selected review (Figure 3-53).
Figure 3-53. Quality Review Details Shown on Work Review
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Reviewing Customer Satisfaction Surveys

Based on your sites configuration, the Customer Process Manager may send email surveys to customers to measure how satisfied they were with their interactions. The system automatically scores these surveys. Completed surveys may be routed for review based on the overall survey ratings of your company. 1. Select the Customer Satisfaction Survey item from the Survey Review workbasket. A reference to the interaction type and overall survey rating as entered by the customer appears (Figure 3-54).
Figure 3-54. Review Customer Satisfaction Ratings 2. Select the Interaction ID link to open a pop-up window with details of the original interaction item. Enter any review comments and click Submit.
3.
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To view customer satisfaction results:

Customer Process Manager allows authorized users view customer satisfaction survey information in several locations including the following. Cick on the Customer Satisfaction Survey Reports gadget on their reporting view (Figure 3-55) to display a list of reports. For more information about reports, see Chapter 5, Reporting.
Figure 3-55. Customer Satisfaction Survey Reports When reviewing interaction objects, click the Survey Case ID link to view detailed ratings and comments for individual reviews (Figure 3-56).
Figure 3-56. Customer Satisfaction Survey Summary Shown on Interaction Review
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Using Sales and Marketing Functions

The sales and marketing functions are: Campaign Management Territory Management Opportunity Processing
Campaign Management
The Campaign Management gadget enables managers and supervisors to manage and monitor cross-sell, retention, restitution, and reward campaigns.
Note: The Reports gadget (as described in Chapter 5, Reporting) includes a set
of Campaign Reports that allow you to review the status of past, current, and future campaigns by type; review campaign statistics and scripts; and generate reports to examine campaign results.
To Add a New Campaign:

Open the Campaign Management section within your home base view and select Add New Campaign (Figure 3-57).
Figure 3-57. Campaign Management Gadget The system initiates the Campaign Wizard to automatically take you through the steps that are required to create the campaign: 1. 2. 3. Entering rule data Entering campaign data Entering Campaign criteria
Working with Pega Customer Process Manager Using Sales and Marketing Functions
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4. 5. 6.
Entering campaign scripts Saving the campaign Viewing the campaign summary
Each of these steps is described on the following pages.
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Step 1: Enter Rule Data

1. Enter the appropriate rule data on the input form (Figure 3-58).
Figure 3-58. Enter Rule Data
Ruleset contact your system administrator for the appropriate value to enter. Ruleset Version contact your system administrator for the appropriate value to enter. Class Name contact your system administrator for the appropriate value to enter. Campaign Name Enter a name for the campaign (do not include spaces). Product ID Select a product ID associated with the campaign. To access a pre-defined set of product IDs, place your cursor in the input box and press the down arrow key.
2.
Click Next. The wizard moves to Step 2
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Step 2: Enter Campaign Data

1. Enter the appropriate campaign details (Figure 3-59).
Figure 3-59. Enter Campaign Data

2.
Campaign Name is the name you entered in Step 1. Campaign Type use the selection box to specify the campaign type. Start Date select the date when the campaign should begin. End Date select the date when the campaign should end. Offer Repeat Frequency enter the number of days that should elapse before an offer is repeated to a customer Offer Priority enter the priority ranking that the system should use if the customer qualifies for multiple offers
Click Next. The wizard moves to Step 3.
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Step 3: Enter Campaign Criteria

1. Enter the Intent the rule that defines a selection criterion as shown in Figure 3-60.
Figure 3-60. Enter Campaign Criteria 2. 3. Optionally, click Add New Intent to add multiple intents. Click Next. The wizard moves to Step 4.
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Step 4: Enter Campaign Scripts

1. Enter the names of the campaign and objection scripts to be used for this campaign (Figure 3-61).
Figure 3-61. Enter Campaign Scripts
Campaign Script used to describe the offer. Objection Script used to respond to an objection presented by the contact.
Note: If necessary, you can add multiple objection scripts.

2. Click Add/Update Script to enter or modify the text for the script. The system displays an input form (Figure 3-62).
Figure 3-62. Update Script Form
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3.
Enter the text and click Save. The system returns to the Enter Campaign Scripts screen Figure 3-61 on page 3-59. Optionally, continue to add Objection scripts or click Next. The wizard moves to Step 5.
4.
Step 5: Save Campaign

1. Indicate whether the campaign should be immediately available (Figure 3-63).
Figure 3-63. Save Campaign 2. Click Finish. The system saves the campaign and moves to Step 6.
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Step 6: View Campaign Summary

1. Review the campaign details summary (Figure 3-64).
Figure 3-64. View Campaign Summary 2. Click Done to complete the process.
To View an Existing Campaign:

1. Open the Campaign Management section within your home base view and select View Campaign Details (Figure 3-65).
Figure 3-65. Campaign Management Gadget 2. Use the Status selection box to choose from the following:
All existing campaigns Active Planned Closed Open
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3.
Use the Type selection box to choose from the following:
All Cross-Sell Retention Restitution Reward
The system displays a list of open campaigns (Figure 3-66).
Figure 3-66. Campaign List 4. Click on a campaign to view the associated details (Figure 3-67).
Figure 3-67. Campaign Details
To Maintain an Existing Campaign:

1. 2. Select an existing campaign as described in the previous section. On the Campaign Details screen (Figure 3-67), click Maintain Campaign. The system displays the Enter Campaign Data screen from the Campaign Wizard. Modify the information as required, and complete the remaining steps as described in To Add a New Campaign on page 3-54.
3.
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Territory Management
Territory management enables authorized users to define the ownership of accounts, contacts, business units, and geographic areas to drive the assignment of opportunities. To access Territory Management, expand the Territory Management section and select Register/View Territories. You can register or view a territory assignment by using either of the following methods: Named Customer Registration to assign a representative to a specific customer Territory Characteristics Registration to assign a representative and broker to a territory such as a geographic area, a postal code, or an area code
To Search for a Named Customer Registration:

1. From the Territory Management Wizard, select Named Customer Registration along with the desired search category. Search categories include:
Account Contact Business Unit Representative
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2.
Enter the appropriate data on the input screen. The input fields vary based upon the search category. Figure 3-68 shows an input screen for the Search for Contact option.
Figure 3-68. Named Customer Registration Search 3. Click Search. The system displays a list of existing territory registrations that meet the search criteria (Figure 3-69). .
Figure 3-69. Named Customer Territory List
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To Add a New Named Customer Registration:

1. From the Territory List (Figure 3-69), click Add. The system displays the Details screen with defaulted information (Figure 3-70).
Figure 3-70. Contact Details Add Screen
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2.
Enter or modify the information as appropriate, and click Add to create the new registration. The system displays a confirmation that the new record has been added (Figure 3-71).
Figure 3-71.Territory Add Confirmation Screen 3. Click Refresh List to view the addition to the Territory List (Figure 3-72).
Figure 3-72. Updated Territory List
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To Search for a Territory Characteristic Registration:

1. From the Territory Management Wizard, select Territory Registration along with the desired search category. Search categories include:

2.
Territory Characteristics Representative
Enter the appropriate data on the input screen. The input fields will vary based upon the search category. Figure 3-68 shows an input screen for the Search for Territory Characteristics option.
Figure 3-73. Territory Characteristics Registration Search 3. Click Search. The system displays a list of existing territory registrations that meet the search criteria (Figure 3-74).
Figure 3-74.Territory Characteristics Territory List
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To Add a New Territory Characteristics Registration:

1. From the Territory List (Figure 3-74), click Add. The system displays the Details screen with defaulted information (Figure 3-75).
Figure 3-75. Territory Details Add Screen 2. Enter or modify the information as appropriate, and click Add to create the new registration. The system displays a confirmation that the new record has been added (Figure 3-76).
Figure 3-76. Territory Add Confirmation
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3.
Click Refresh List to view the addition to the Territory List (Figure 3-77).
Figure 3-77. Updated Territory List
To View and/or Update an Existing Territory Characteristic:

1. From the list of existing territory registrations, click an entry to view the associated details. Perform one of the following actions:
2.
To modify the item enter the correct information and click Save To remove the item click Delete To find another item click New Search To return to your Home Base without other action click Cancel
Opportunity Processing
You can create opportunities in the context of a live or non-live interaction, or as part of a research session. Once the opportunities have been created, sales representatives, sales managers, and other authorized users can continue to work these opportunities.
To Add a New Opportunity:

Instructions for adding a new opportunity are included in Entering a Sales Opportunity in Chapter 4, Understanding Customer Process Manager Business Processing.
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Opportunity Assignment
When an opportunity is created, the system routes the request to the worklist for the appropriate sales representative, according to Named Customer and/or Territory Characteristic registrations. The routing logic is discussed in Chapter 4, Understanding Customer Process Manager Business Processing. If the system does not find named customer or territory registrations, it assigns the opportunity to the Opportunities workbasket where it can be accessed by any authorized user.
My Opportunities
Authorized users can expand the My Opportunities gadget in their portal view to see a list of the opportunities assigned to them (Figure 3-78).
Figure 3-78. My Opportunities To work an opportunity, click on the individual item. You can perform activities including sending correspondence or material fulfillment, and schedule activities such as calls, tasks, and appointments. For more information see in Chapter 4, Understanding Customer Process Manager Business Processing.
Opportunity Reporting
Refer to Chapter 5, Reporting for a list of available opportunity reports.
Chapter 4 Understanding Customer Process Manager Business Processing

Processing in Customer Process Manager is controlled by flows. Many flows interact with each other and they determine which screens you see and what processing occurs in the background. Customer Process Manager includes two types of flows, Interaction flows and Service flows. Interaction flows are used when CSRs are interacting with customers or contacts. Service flows are used to process customer service requests during an interaction. This chapter provides information about Service flows. The flows in this chapter are listed in Figure 4-1. For information about Interaction flows see Chapter 3, Working with Pega Customer Process Manager and Appendix A, Sample Visio Workflows.
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Pega Customer Process Manager User Guide Understanding Customer Process Manager Business Processing
Process
Account Address Change
Description
Change the address of the account on your companys system of record. Add a new business unit

Account
Page Number
4-5
Add Business Unit
Accessible via search functions Accessible via search functions Account Suggested by Customer Process Manager, based on your business rules General
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Add Contact Close Account Communicate Message
Add a new contact Close an account and present retention offers to the caller. Access a specific communications script (such as a new customer welcome message) that applies to the contact. Record a complaint or compliment during an interaction and present system-determined restitution or reward offers to a customer. Diagnose a problem or situation based on your companys knowledge rules. Browse and search for your companys knowledge base topics. Create a general service item. Use this process to capture and route work when an automated workflow has not been created.
4-15 4-20 4-28
Complaint/Compliment
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Diagnose Issue
General
4-40
Frequently Asked Questions (FAQ) General Service Case
General
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General
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Understanding Customer Process Manager Business Processing Changing an Account Address
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Process
Materials Fulfillment
Description
Order materials (such as product collateral or company information) to be sent to a customer. View and maintain a list of accounts associated with a contact. View and maintain a list of a business units associated with a contact or account. View and modify the contacts associated with an account. Submit a new account application. Add, view, and modify sales opportunities. Set SLA profile overrides to designate priority handling of customer requests. Add a new contact (similar to Add Contact, but with fewer fields) Schedule a follow-up call, task, or appointment during an interaction. Generate an e-mail, fax, or mail document to a customer, based on available templates. Submit a statement photocopy request on behalf of a caller.

General
Page Number
4-49
Modify Account Links
Contact and Account Owner Contact and Account Owner
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Modify Business Unit Links
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Modify Contact Links Open New Account Opportunity
Account and Account Owner General and Account General
4-63 4-68 4-73
Override SLA
General
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Quick Add Contact Schedule Activity
Accessible via search functions General
4-84 4-87
Send Correspondence
General
4-90
Statement Copy
Account
4-95
4-4
Process
Suggested Item Review
Description
Review prior work item for a customer, as suggested by the system. Select and present cross-sell and other offers to a customer. Create a dispute-transaction case, at the request of the caller. View and maintain information associated with a business unit including name, tax ID, customer type, and so on. View and maintain address information associated with a business unit. View and maintain communication information associated with a business unit including phone numbers, Email addresses, and so on. Update contact address information. Update contact communication options. Change the contacts name, and edit the personal profile.

Suggested Processes
Page Number
4-99
Suggested Offers Transaction Dispute
Generally available Account
4-102 4-111
Update Business Unit Details
Business Unit
4-115
Update Business Unit Address Details Update Business Unit Communication Details
Business Unit
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Business Unit
4-120
Update Contact Address Update Contact Communications Options Update Contact Name and Profile
Contact Contact Contact
4-123 4-127 4-130
Figure 4-1. Flows Described in this Chapter
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Changing an Account Address

The Account Address Change flow lets you change the address and communication information on the current account in view, as well as for other related accounts that are owned by the customer. The actions that it displays are: Change Address Change Additional Addresses Confirmation of Account Address Change
These actions are described in the following sections. The Account Address Change flow is shown in Figure 4-5 on page 4-8.
Change Address
This action changes the address and communication information for an account. This step is part of the ChangeAddress shape of the flow diagram shown in Figure 4-5 on page 4-8.
To change the account address:

1. Confirm that the Change Address action is selected from the Take Action selection box. Customer Process Manager displays a form for the customers address and communication information, similar to Figure 4-2.
Figure 4-2. Change Address Section
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2. 3.
Fill in the fields for the information that the customer would like to change. Click Submit.
Business Processing
Customer Process Manager updates the external system of record with the modified address and communication information for the account. It creates two pieces of correspondence; one confirmation letter to be sent to the owner of the account at the old address and one confirmation letter to be sent to the owner of the account at the new address.
Change Additional Addresses

Customer Process Manager also checks whether or not the customer has any other accounts that might also need to be updated. If the customer is the owner or coowner on other accounts, Customer Process Manager displays a list of the other accounts. This step is part of the ChangeAdditionalAddresses shape of the flow diagram shown in Figure 4-5 on page 4-8.
To change another address:

1. Confirm that the Change Additional Addresses action is selected from the Take Action selection box. Customer Process Manager displays a list of all the other accounts for which this customer is the owner or co-owner, similar to Figure 4-3.
Figure 4-3. Change Additional Addresses Section
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2.
If the customer also wants to change the address on any other accounts, select the check box for each of the other accounts. To change the address on all the accounts listed, click the All button. Click Submit.
3.
Confirmation of Account Address Change

This step confirms the details of the request and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the ChangeAdditionalAddresses shape of the flow diagram shown in Figure 4-5 on page 4-8.
To confirm the request:

Customer Process Manager displays the details of the request, similar to Figure 4-4. Review the details and click Submit.
Figure 4-4. Confirmation Section
Business Processing
Customer Process Manager updates the external system with the modified address and communication information for every account selected. For every account selected, Customer Process Manager also creates two pieces of correspondence; one confirmation letter to be sent to the owner of the account at the old address, and one confirmation letter to be sent to the owner of the account at the new address.
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Account Address Change Flow Diagram

The Account Address Change flow diagram shows the steps to change the address and communication information on the current account in view, as well as for other related accounts that are owned by the customer.
Figure 4-5. Flow Diagram for Account Address Change Flow
Understanding Customer Process Manager Business Processing Adding a Business Unit
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Adding a Business Unit

The Add Business Unit flow lets you update external systems with a new business unit. The actions that it displays are: Add New Business Unit Add Primary Communication Add Additional Details
These actions are described in the following sections. The Add Business Unit flow is shown in Figure 4-12 on page 4-14.
Add New Business Unit

This action adds a new business unit. It is available when you search for business unit information. This step is part of the AddBusinessDetails shape of the flow diagram shown in Figure 4-12 on page 4-14.
To create a new business unit:

1. Select Find a Business Unit from the Take Action Selection box.
Figure 4-6. Search Section
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2.
Enter your search criteria.
Figure 4-7. Search Criteria Section 3. 4. Click Submit. From the search results screen, select the action Add New Business Unit from the Take Action selection box
5.
Click Submit. Customer Process Manager displays a form for the business unit information (Figure 4-8).
Figure 4-8. New Business Unit Section
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6.
Enter the information for the business unit. The business unit name, status, industry code, customer type, and primary address fields are required.
Figure 4-9. Business Unit Details Section 7. Click Submit.
Add Primary Communication

This action adds communication option information to the business unit record. This step is part of the AddPrimaryCommunication shape of the flow diagram shown in Figure 4-12 on page 4-14. 1. Customer Process Manager displays a form for the business units communication options information (Figure 4-10).
Figure 4-10. Add Primary Communication Section
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2.
Enter communications options for the contact:

3.
Select a primary phone destination (home, business, mobile, emergency, pager, or Telex) and enter the number. Select a primary fax destination (home or business) and enter the number. Select a primary e-mail destination (home or business) and enter the address.
Click Submit.
Add Additional Details

This action adds additional address or communication information to the business unit record. This step is part of the AddAdditionalDetails shape of the flow diagram shown in Figure 4-12 on page 4-14. 1. Customer Process Manager displays a form for the business unit details (Figure 4-11).
Figure 4-11. New Business Details Section 2. Optionally, you can add another address for this business. Select Add Additional Business Address from the selection box. An Additional Addresses section appears. Enter address information and click Submit.
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3.
Optionally, you can add more contact information for this business. Select Add Additional Business Communication from the selection box. An Additional Communication Options section appears. Select a communication type, enter communication option information, and click Submit. When you finish adding additional information, click Submit.
4.
Business Processing
Customer Process Manager updates the external system with the business unit information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Add Business Unit Flow Diagram

The Add Business Unit flow diagram shows the steps to update external systems with a new business unit.
Figure 4-12. Flow Diagram for Add Business Unit Flow
Understanding Customer Process Manager Business Processing Adding a Contact
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Adding a Contact
The Add Contact flow lets you add a new contact to external systems. The actions that it displays are: New Contact Enter Contact Communication Options Enter Primary Contact Addresses Enter Additional Contact Addresses
These actions are described in the following sections. The Add Contact flow is shown in Figure 4-18 on page 4-19.
New Contact
This action adds a new contact. It is available as a selection in the Take Action box when you review search results for an account or contact. This step is part of the NewContact shape of the flow diagram shown in Figure 4-18 on page 4-19.
To create a new contact:

1. From a search results screen, select the action Create New Contact from the Take Action selection box.
Figure 4-13. Create New Contact Selection
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2.
Click Submit. Customer Process Manager displays a form for the customers contact information (Figure 4-14).
Figure 4-14. New Contact Section 3. Enter the information for the contact. The first name, last name, gender, communication preferences, and verification settings fields are required. Click Submit.
4.
Enter Contact Communication Options

This action adds communication option information to the contact record. This step is part of the AddContactCommunicationOptions shape of the flow diagram shown in Figure 4-18 on page 4-19. 1. Customer Process Manager displays a form for the contacts communication options information (Figure 4-15).
Figure 4-15. Update Contact Communication Options Section
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2.
Enter communications options for the contact. Information is optional except for the preferred communication option, which you specified on the previous screen. This is marked with a red asterisk (*) and must be specified:

3.
Select a primary phone destination (home, business, mobile, emergency, pager, or Telex) and enter the number. Select a primary fax destination (home or business) and enter the number. Select a primary e-mail destination (home or business) and enter the address.
When you finish, click Submit.
Enter Primary Contact Addresses

This action adds address information to the contact record. This step is part of the AddContactAddress shape of the flow diagram shown in Figure 4-18 on page 4-19. 1. Customer Process Manager displays a form for the customers contact information (Figure 4-16).
Figure 4-16. Primary Contact Addresses Section 2. Select the address type (billing, business, home, secondary, service, or shipping). Enter primary address information. Click Submit.
3. 4.
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Enter Additional Contact Addresses

This action adds address information to the contact record. This step is part of the ContactAdditionalAddresses shape of the flow diagram shown in Figure 4-18 on page 4-19. 1. Customer Process Manager displays a form for the customers contact information (Figure 4-17).
Figure 4-17. Additional Contact Addresses Section 2. Optionally, if there is additional contact address information available, select the address type (billing, business, home, secondary, service, or shipping). Optionally, enter additional address information. Click Submit.
3. 4.
Business Processing
Customer Process Manager updates the external system with the new contact information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Add Contact Flow Diagram

The Add Contact flow diagram shows the steps to add a new contact to external systems.
Figure 4-18. Flow Diagram for Add Contact Flow
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Closing an Account
The Close Account flow is used when a customer requests that an account be closed. Before processing the close request, the flow retrieves and presents offers intended to retain the customer. The actions that it might display are: Select Reason Process Offer Accept Offer Confirmation of Offer Presentation Reject Offer Confirmation of Close Account
These actions are described in the following sections. The Close Account flow is shown in Figure 4-25 on page 4-27.
Understanding Customer Process Manager Business Processing Closing an Account
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Select Reason
This action lets you specify the reason that the customer wants to close the account. This step is part of the CloseOrRetainAccount shape on the flow diagram shown in Figure 4-25 on page 4-27.
To specify the reason:

1. Confirm that the Select Reason action is selected from the Take Action selection box. Customer Process Manager displays reason information, similar to Figure 4-19.
Figure 4-19. Reason Section 2. 3. Fill in the requested information. Click Submit.
Business Processing
Customer Process Manager checks to see if the customer meets specified campaign criteria for your sites retention campaigns. If so, Customer Process Manager displays the appropriate offers.
Note: See also Presenting a Suggested Offer on page 4-115 for more
information about presenting offers.
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Process Offer
This action lets you present a retention offer to the customer. This step is part of the PresentOffers shape on the flow diagram shown in Figure 4-25 on page 4-27.
To process an offer:
1. Confirm that the Process Offer action is selected from the Take Action selection box. Customer Process Manager displays offer information, similar to Figure 4-20.
Figure 4-20. Present Offer Section 2. 3. Select the offer. Click Submit.
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Accept Offer
This action lets you accept a retention offer. This step is part of the GetPresentOffer shape of the flow diagram shown in Figure 4-100 on page 4-108. This flow is in the section for Presenting a Suggested Offer because both the Suggested Offers flow and the Close Account flow use the Suggested Offers flow for this process.
To accept an offer:
1. Confirm that the Accept Offer action is selected from the Take Action selection box. Customer Process Manager displays offer information, similar to Figure 4-21. If the customer rejects the offer, see Reject Offer on page 4-25.
Figure 4-21. Accept Offer Section 2. 3. Review the offer with the customer. When the customer agrees to the offer, click Submit.
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Confirmation of Offer Presentation

This step confirms the details of the request and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the ProcessOpportunity shape of the flow diagram shown in Figure 4-101 on page 4-109. This flow is in the section for Presenting a Suggested Offer because both the Suggested Offers flow and the Close Account flow use the Handle Opportunity flow for this confirmation section.
To confirm the offer:

Customer Process Manager displays the details of the case, similar to Figure 4-22. Review the details and click Submit.
Business Processing
Customer Process Manager routes the request to the Opportunities workbasket for further processing. Any user with access to the Opportunities workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites configuration, this flow may be further automated. Customer Process Manager also cancels the Close Account request.
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Reject Offer
This action lets you reject a retention offer. This step is part of the GetPresentOffer shape of the flow diagram shown in Figure 4-100 on page 4-108. This flow is in the section for Presenting a Suggested Offer because both the Suggested Offers flow and the Close Account flow use the Suggested Offers flow for this process.
To reject an offer:
1. Confirm that the Reject Offer action is selected from the Take Action selection box. Customer Process Manager displays offer information, similar to Figure 4-23. If the customer accepts the offer, see Accept Offer on page 4-23.
Figure 4-23. Reject Offer Section 2. 3. 4. Review the offer with the customer. When the customer rejects to the offer, enter a reason and comments Click Submit.
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Confirmation of Close Account

This step confirms the details of the request and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the CloseAccount shape of the flow diagram shown in Figure 4-25 on page 4-27.

Customer Process Manager displays the details of the account, similar to Figure 4-24. Review the details and click Submit.
Business Processing
Customer Process Manager routes the request to the AccountMaintenance workbasket for further processing. Any user with access to the AccountMaintenance workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites configuration, this flow may be further automated.
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Close Account Flow Diagram

The Close Account flow is used when a customer requests that an account be closed. Before processing the close request, the flow retrieves and presents offers intended to retain the customer.
Figure 4-25. Flow Diagram for Close Account Flow
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Communicating a Message
The Communicate Message flow lets you deliver a customer-specific message that has been selected according to your companys business rules. For example, this could be a welcome message for new customers. The steps required to perform this task are included in a single action Communicate Message. This action is described in the following sections. The Communicate Message flow is shown in Figure 4-27 on page 4-29.
Communicate Message
This action lets deliver a message to a customer. This step is part of the DisplayMessage shape on the flow diagram shown in Figure 4-27 on page 4-29.
To communicate the message:

Customer Process Manager displays the text of the message, similar to Figure 4-26. Deliver the message to the customer and click Submit.
Figure 4-26. Communicate Message Section
Business Processing
This flow makes an entry in the interaction log, but does not create a separate work object.
Understanding Customer Process Manager Business Processing Communicating a Message
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Communicate Message Flow Diagram

The Communicate Message flow diagram shows the steps to deliver a customerspecific message that has been selected according to your companys business rules. For example, this could be a welcome message for new customers.
Figure 4-27. Flow Diagram for Communicate Message Flow
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Entering Complaints or Compliments

The Complaint/Compliment flow is used when a complaint or a compliment is received from a customer. The flow processes the complaint and also retrieves any applicable restitution or reward offers. The actions that it might display are: Complaint or Compliment Process Offer Accept Offer Confirmation of Offer Presentation Confirmation of Complaint
These actions are described in the following sections. The Complaint/Compliment flow is shown in Figure 4-33 on page 4-36.
Understanding Customer Process Manager Business Processing Entering Complaints or Compliments
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Complaint or Compliment
This action lets you specify the specific issue that the customer is reporting. This step is part of the GetComplaint shape on the flow diagram shown in Figure 4-33 on page 4-36.
To specify the complaint or compliment:

1. Confirm that the Complaint or Compliment action is selected from the Take Action selection box. Customer Process Manager displays selection boxes for category and reason, similar to Figure 4-28.
Figure 4-28. Complaint Details Section 2. Use the selection boxes for Category and Reason to specify the type of issue that the customer is concerned about. Enter comments and a compensation amount, if appropriate. Click Submit.
3.
Business Processing
Customer Process Manager checks to see if the customer meets specified campaign criteria for your companys restitution and reward campaigns. If so, Customer Process Manager displays the appropriate offers. If there are appropriate offers, the Complaint/Compliment flow calls the Suggested Offers flow.
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For more information about this flow, see Presenting a Suggested Item on page 4-99. If there are no appropriate offers, the flow advances immediately to Confirmation of Complaint on page 4-35.
Process Offer
This action lets you present an offer to a customer if the customer meets the specified criteria for your companys restitution and reward campaigns. This step is part of the PresentOffers shape on the flow diagram shown in Figure 4-33 on page 4-36.
To process the offer:

1. Confirm that the Process Offer action is selected from the Take Action selection box. Customer Process Manager displays the details of the offer, similar to Figure 4-29.
Figure 4-29. Process Offer Section 2. Select the offer and click Submit.
Business Processing
If an offer is selected, Customer Process Manager calls the Suggested Offers flow. For more information about this flow, see Presenting a Suggested Item on 4-99.
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Accept Offer
This action lets you accept the offer presented. This step is part of the GetPresentOffer shape on the flow diagram shown in Figure 4-100 on page 4-108.
To accept the offer:

1. Confirm that the Accept Offer action is selected from the Take Action selection box. Customer Process Manager displays the details of the offer, similar to Figure 4-30. If the customer rejects the offer, or wants more information, select the appropriate action from the Take Action selection box.
Figure 4-30. Accept Offer Section 2. Review the details of the offer and click Submit.
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This step confirms the details of the offer and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the ProcessOpportunity shape of the flow diagram shown in Figure 4-101 on page 4-109.

Customer Process Manager displays the details of the offer, similar to Figure 4-31. Review the details of the offer and click Submit.
Figure 4-31. Confirmation of Offer Section
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Confirmation of Complaint or Compliment

This step confirms the details of the complaint or compliment and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the ComplaintOrCompliment shape of the flow diagram shown in Figure 4-33 on page 4-36.
To confirm the complaint or compliment:

Customer Process Manager displays the details of the complaint or compliment, similar to Figure 4-32. Review the details of the complaint or compliment and click Submit.
Figure 4-32. Confirmation of Complaint Section
Business Processing
Customer Process Manager routes the complaint or compliment to the Complaints workbasket for further processing. Any user with access to the Complaints workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites configuration, this flow may be further automated according to your companys business needs.
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Complaint/Compliment Flow Diagram

The Complaint/Compliment flow diagram shows the steps when a complaint or a compliment is received from a customer. The flow processes the complaint and also retrieves any applicable restitution or reward offers, based on your companys campaigns.
Figure 4-33. Flow Diagram for Complaint/Compliment Flow
Understanding Customer Process Manager Business Processing Diagnosing Issues
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Diagnosing Issues
The Diagnostic Issue flow (Figure 4-36) prompts you with questions needed in order to diagnose a problem or situation. These questions are based on your sites configuration. More than one diagnostic process may be available on your system. The actions that the Diagnostic process displays are: Diagnose Issue Confirm Knowledge Topic
These actions are described in the following sections.
Diagnose Issue
This action lets you diagnose problems or situations defined by your sites rules. This step is part of the Diagnose Issue shape of the sample diagnostic process flow diagram shown in Figure 4-36.
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To diagnose an issue:
Enter the requested information as prompted by the system and click Submit. Customer Process Manager will iteratively prompt with additional questions based on your sites rules. You can change a previous entry, and the system will redetermine what questions need to be re-entered. When the diagnostic procedure is complete, click Submit a final time (Figure 4-34).
Figure 4-34. Diagnose Issue Section
Confirm Knowledge Topic

This action lets you enter any additional research actions required to resolve this diagnostic process. You can also enter any suggested changes to the knowledge topic. This step is part of the Confirm Knowledge Topic shape of the Wrap Up Knowledge Process flow diagram shown in Figure 4-41 on page 4-45.
Understanding Customer Process Manager Business Processing Diagnosing Issues
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To confirm the knowledge topic:

Indicate whether additional research is required to complete the customer inquiry and enter research notes, if desired, as shown in Figure 4-35. If you wish to suggest a change to the diagnostic knowledge content, indicate this and enter your suggestions.
Figure 4-35. Confirm Knowledge Topic Section
Business Processing
Inquires that require further research are routed by Customer Process Manager to the General Service workbasket. Users with access to this workbasket can later retrieve the item and update it, cancel it, or attach a file, screen shot, or note to it. Suggested changes to knowledge topics are routed to by Customer Process Manager to the Knowledge Update workbasket. Users with access to this workbasket can later retrieve the item to review suggested changes and enter whether they will be implemented.
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Diagnose Issue Flow Diagram

The Diagnose Issue flow diagram shows the steps to answer customer problems or situations.
Figure 4-36. Diagnose Issue Flow Diagram
Understanding Customer Process Manager Business Processing Using Frequently Asked Questions
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Using Frequently Asked Questions

The Frequently Asked Questions (FAQ) flow (Figure 4-40) lets you browse and search for your sites knowledge topics that can include documents, web sites, and other content. More than one FAQ process may be available based on your sites configuration. The actions that the FAQ process displays are: Browse or Search for Topics Confirm Knowledge Topics
Browse or Search Topics

This action lets you browse or search for frequently asked knowledge topics by category. This step is part of the Identify Topic shape in the Frequently Asked Questions flow diagram shown in Figure 4-40.
To browse topics:
Select the topic category and click Submit. A list of topics for the category you selected is displayed (Figure 4-37). The list is sorted by the number of hits which is the number of times that topic resolved FAQ inquiries for this category. By clicking the View Content link next to each topic, a pop-up window opens to display contents.
Figure 4-37. Browse Topics Section
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To search for topics:

From the Take Action selection box, select the Search Topics option.. Enter search text and click Search to see a list of topics that include the text you entered (Figure 4-38). Clicking the View Content link next to each topic opens a pop-up window to display its contents.
Figure 4-38. Search Topics Section
Confirm Knowledge Topic

This action lets you enter any additional research actions required to satisfy the customer inquiry. You can also enter any suggested changes to the knowledge topic. This step is part of the Confirm Knowledge Topic shape of the Wrap-Up Knowledge Process flow diagram shown in Figure 4-41.
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To confirm the knowledge topic:

Indicate whether additional research is required to complete the customer inquiry and enter research notes, if desired, as shown in Figure 4-39. If you wish to suggest a change to the knowledge topic content, indicate this and enter your suggestions.
Figure 4-39. Confirm Knowledge Topic Section
Business Processing
Inquires to Customer Process Manager that require further research are routed to the General Service workbasket. Users with access to this workbasket can retrieve the item and update it, cancel it, or attach a file, screen shot, or note to it. Suggested changes to knowledge topics for Customer Process Manager are routed to the Knowledge Update workbasket. Users with access to this workbasket can retrieve the item to review suggested changes and enter whether they are implemented.
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Frequently Asked Questions Flow Diagram

The Frequently Asked Questions flow diagram (Figure 4-40) shows the steps to browse and search for knowledge topics.
Figure 4-40. Frequently Asked Questions Flow Diagram
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Wrap-Up Knowledge Process Flow Diagram

The Wrap-Up Knowledge Process flow diagram (Figure 4-41) shows the steps to confirm and finalize knowledge processes. It is called by Frequently Asked Questions (FAQ) flow and Diagnostic Issue flow.
Figure 4-41. Wrap-Up Knowledge Process Flow Diagram
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Creating a General Service Item

The General Service Case flow is used to create a general service item to capture and route work when an automated workflow does not exist. The steps required to perform this task are included in a single action Enter Request Details. This action and the associated steps are described in the following sections. The General Service Case flow is shown in Figure 4-44 on page 4-48.
Enter Request Details

This action lets you specify details about the type of service item you wish to create. The steps described below are part of the Get Reason shape on the flow diagram shown in Figure 4-44 on page 4-48.
To enter request details:

1. Confirm that the Enter Request Details action is selected from the Take Action selection box. Customer Process Manager displays an input screen as shown in Figure 4-42.
Figure 4-42. Request Details Section
Understanding Customer Process Manager Business Processing Creating a General Service Item
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2.
Enter the appropriate information and click Submit. Customer Process Manager displays a confirmation screen, similar to that shown in Figure 4-43.
Figure 4-43. General Service Item Confirmation 3. Review the confirmation and click Submit.
Business Processing
Customer Process Manager routes the item to the GeneralService workbasket for further processing. Any user with access to the GeneralService workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites configuration, this flow may be further automated according to your companys business needs.
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General Service Case Flow Diagram

The General Service Case flow diagram shows the steps to create a general service item to capture and route work when an automated workflow does not exist.
Figure 4-44. Flow Diagram for General Service Case Flow
Understanding Customer Process Manager Business Processing Sending Material
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Sending Material
The Material Fulfillment flow is used to select material, such as marketing collateral to be sent to a customer. The flow also lets you specify the distribution method. The actions that it might display are: Select Material Select Distribution Method Confirmation of Materials Fulfillment
These actions are described in the following sections. The Material Fulfillment flow is shown in Figure 4-48 on page 4-52.
Select Material
This action lets you select the specific material that the customer would like to receive. This step is part of the CAMaterialFulfillment shape on the flow diagram shown in Figure 4-48 on page 4-52.
To select material:
1. Confirm that the Select Material List action is selected from the Take Action selection box. Customer Process Manager displays a list of your companys material, similar to Figure 4-45.
Figure 4-45. List of Material Section
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2. 3.
Enter the requested information. Click Submit.
Select Distribution Method

This action lets you specify the distribution method that the customer prefers. This step is part of the SelectDistributionMethod shape on the flow diagram shown in Figure 4-48 on page 4-52.
To specify the distribution method:

1. Confirm that the Select Distribution Method action is selected from the Take Action selection box. Customer Process Manager displays distribution information, similar to Figure 4-46.
Figure 4-46. Distribution Details Section 2. 3. Enter the requested information. Click Submit.
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Confirmation of Materials Fulfillment

This step confirms the details of the request and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the AssignToWorkBasket shape of the flow diagram shown in Figure 4-49 on page 4-53.

Customer Process Manager displays the details of the request, similar to Figure 4-47. Review the details and click Submit.
Business Processing
Customer Process Manager routes the request to the MaterialFulfillment workbasket for further processing. Any user with access to the MaterialFulfillment workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites configuration, this flow may be further automated according to your companys business needs.
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Request Material Fulfillment Flow Diagram

The Request Material Fulfillment flow is used to select material, such as marketing collateral to be sent to a customer. The flow also lets you specify the distribution method.
Figure 4-48. Flow Diagram for Request Material Fulfillment Flow
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Resolve Material Fulfillment Flow Diagram

The Resolve Material Fulfillment flow diagram shows the steps to resolve the materials fulfillment request.
Figure 4-49. Flow Diagram for Resolve Material Fulfillment Flow
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Modifying Account Links

The Modify Account Links flow is used to add or remove a link between a contact and an account. The actions that it might display are: Search for Accounts to Link Link a New Account to a Contact Verify Link a New Account Unlink an Account
These actions are described in the following sections. The Modify Account Links flow is shown in Figure 4-54 on page 4-58.
Search for Accounts to Link

This action lets you search for the account to link to. This step is part of the ModifyContactAcctAssociations shape on the flow diagram shown in Figure 4-54 on page 4-58.
To search for accounts:

1. Confirm that the Search for Accounts to Link action is selected from the Take Action selection box. Customer Process Manager displays a list of accounts to which the contact is currently linked, similar to Figure 4-50.
Figure 4-50. Search for Account Section
Understanding Customer Process Manager Business Processing Modifying Account Links
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2. 3.
Enter the account number. Click Submit.
Link a New Account to a Contact

This action lets you specify the relation that the contact should have to the account. This step is part of the SearchForAccountsToLink shape on the flow diagram shown in Figure 4-54 on page 4-58.
To link an account to a contact:

1. Confirm that the Link a New Account to a Contact action is selected from the Take Action selection box. Customer Process Manager displays a list of accounts that match your search criteria, similar to Figure 4-51.
Figure 4-51. Association Section 2. 3. Select the account and select the relation of the account and the contact. Click Submit.
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Verify Link a New Account

This action lets you verify the new link information. The step is part of the VerifyAddNewLink shape on the flow diagram shown in Figure 4-54 on page 4-58.
To verify the link:

Customer Process Manager displays the details of the link, similar to Figure 4-52. Review the details and click Submit.
Figure 4-52. Verify Link Section
Business Processing
Customer Process Manager updates the external system with new or updated link information. This flow makes an entry in the interaction log, but does not create a separate work object.
Understanding Customer Process Manager Business Processing Modifying Account Links
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Unlink an Account
This action lets you specify an account to unlink from a contact. This step is part of the ModifyAcctContactAssociations shape on the flow diagram shown in Figure 4-54 on page 4-58.
To unlink an account:
1. Select the UnLink an Account action from the Take Action selection box. Customer Process Manager displays a list of accounts currently linked to the contact, similar to Figure 4-53.
Figure 4-53. Unlink an Account Section 2. 3. 4. Click the name of the account that you would like to unlink from the contact. Check the Confirm Unlink box. Click Submit.
Business Processing
Customer Process Manager updates the external system with updated link information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Modify Account Links Flow Diagram

The Modify Account Links flow diagram shows the steps to add or remove a link between a contact and an account.
Figure 4-54. Flow Diagram for Modify Account Links Flow
Understanding Customer Process Manager Business Processing Modifying Business Unit Links
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Modifying Business Unit Links

The Modify Business Unit Links flow is used to add or remove a link between a contact and an account. The actions that it might display are: Search for Business Units to Link Link a New Business Unit to a Contact Verify Link a New Business Unit
These actions are described in the following sections. The Modify Business Unit Links flow is shown in Figure 4-58 on page 4-62.
Search for Business Units to Link

This action lets you search for the business unit to link to. This step is part of the ModifyContactBUAssociations shape on the flow diagram shown in Figure 4-58 on page 4-62.
To search for business units:

1. Confirm that the Search for Business Units to Link action is selected from the Take Action selection box. Customer Process Manager displays a list of business units currently linked to the contact, similar to Figure 4-55.
Figure 4-55. Search for Business Units Section
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2. 3.
Enter the business unit name or business unit ID number. Click Submit.
Link a New Business Unit to a Contact

This action lets you specify the relation that the contact should have to the business unit. This step is part of the SearchForBUsToLink shape on the flow diagram shown in Figure 4-58 on page 4-62.
To link a business unit to a contact:

1. Confirm that the Link a New Business Unit to a Contact action is selected from the Take Action selection box. Customer Process Manager displays a list of business units that match your search criteria, similar to Figure 4-56.
Figure 4-56. Association Section 2. 3. Select the account and the relation. Click Submit.
Understanding Customer Process Manager Business Processing Modifying Business Unit Links
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Verify Link a New Business Unit

To verify the link:

Business Processing
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Modify Business Unit Links Flow Diagram

The Modify Business Unit Links flow diagram shows the steps to add or remove a link between a contact and a business unit.
Figure 4-58. Flow Diagram for Modify Business Unit Links Flow
Understanding Customer Process Manager Business Processing Modifying Contact Links
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Modifying Contact Links

The Modify Contact Links flow is used to add or remove a link between an account and a contact. The actions that it might display are: Search for Contacts to Link Link a New Contact Verify Link a New Contact Unlink a Contact
These actions are described in the following sections. The Modify Account Links flow is shown in Figure 4-63 on page 4-67.
Search for Contacts to Link

This action lets you search for the contact to link to. This step is part of the ModifyAcctContactAssociations shape on the flow diagram shown in Figure 4-63 on page 4-67.
To search for accounts:

1. Confirm that the Search for Contacts to Link action is selected from the Take Action selection box. Customer Process Manager displays a list of contacts currently linked to the account, similar to Figure 4-59.
Figure 4-59. Search for Contacts Section
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2.
If the contact that you want linked to the account does not appear in the list of contacts that are currently linked to the account, enter the contacts name. Click Submit.
3.
Link a New Contact

This action lets you specify the relation that the contact should have to the account. This step is part of the SearchForContactsToLink shape on the flow diagram shown in Figure 4-63 on page 4-67.
To link a contact to an account:

1. Confirm that the Link a New Contact action is selected from the Take Action selection box. Customer Process Manager displays the list of contacts that match your critera, similar to Figure 4-60.
Figure 4-60. Association Section 2. 3. Select the contact and select the relation of the contact to the account. Click Submit.
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Verify Link a New Contact

To verify the link:

Business Processing
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Unlink a Contact
This action lets you specify a contact to unlink from an account. This step is part of the ModifyAcctContactAssociations shape on the flow diagram shown in Figure 4-63 on page 4-67.
To unlink a contact:
1. Select the UnLink a Contact action from the Take Action selection box. Customer Process Manager displays a list of contacts currently linked to the account, similar to Figure 4-62.
Figure 4-62. Unlink a Contact Section 2. 3. 4. Click the name of the contact that you would like to unlink from the account. Check the Confirm Unlink box. Click Submit.
Business Processing
Customer Process Manager updates the external system with updated link information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Modify Contact Links Flow Diagram

The Modify Contact Links flow diagram shows the steps to add or remove a link between an account and a contact.
Figure 4-63. Flow Diagram for Modify Contact Links Flow
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Opening a New Account

The Open New Account flow processes a new account application by letting you select the product type and then starting the appropriate NewAccountApplication workflow. The actions that it might display are: Choose a Product Enter Account Details Confirmation of New Account Application
These actions are described in the following sections. The Open New Account flow is shown in Figure 4-67 on page 4-71.
Choose a Product
This action lets you select the type of account that the customer would like to open. This step is part of the ChooseAccountType shape on the flow diagram shown in Figure 4-67 on page 4-71.
To choose a product:
1. Confirm that the Choose a Product action is selected from the Take Action selection box. Customer Process Manager displays selection boxes, similar to Figure 4-64.
Figure 4-64. Product Selection Section
Understanding Customer Process Manager Business Processing Opening a New Account
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2. 3.
Specify the type of account that the customer is interested in. Click Submit.
Enter Account Details

This action lets you enter additional details required to open the account. This step is part of the ChooseAccountType shape on the flow diagram shown in Figure 4-68 on page 4-72.
To enter additional details:

1. Confirm that the Enter Account Details action is selected from the Take Action selection box. Customer Process Manager displays fields for any additional information required to open the account, similar to Figure 4-65.
Figure 4-65. Account Details Section 2. 3. Enter the requested information. Click Submit.
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Confirmation of New Account Application

This step confirms the details of the application and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the DisplayNewAccountInfo shape of the flow diagram shown in Figure 4-68 on page 472.

Customer Process Manager displays the details of the account application, similar to Figure 4-66. Review the details and click Submit.
Business Processing
Customer Process Manager routes the request to the AccountMaintenance workbasket for further processing. Any user with access to the AccountMaintenance workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites configuration, this flow may be further automated according to your companys business needs.
Understanding Customer Process Manager Business Processing Opening a New Account
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Open New Account Flow Diagram

The Open New Account flow processes a new account application by letting you select the product type and then starting the appropriate NewAccountApplication workflow.
Figure 4-67. Flow Diagram for Open New Account Flow
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Account Application Flow Diagram

The Account Application flow diagram shows the steps to complete an application for a new account.
Figure 4-68. Flow Diagram for Account Application Flow
Understanding Customer Process Manager Business Processing Entering a Sales Opportunity
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Entering a Sales Opportunity

The Opportunity flow is used to enter and process information about a sales opportunity. The actions that it might display are: Enter Opportunity Details Confirmation of Opportunity
These actions are described in the following sections. The Opportunity flow is shown in Figure 4-74 on page 4-80.
Enter Opportunity Details

This action lets you enter initial information about the opportunity. This step is part of the EnterDetails shape on the flow diagram shown in Figure 4-74 on page 4-80.
To enter opportunity details:

1. Confirm that the Enter Opportunity Details action is selected from the Take Action selection box. Customer Process Manager displays details about the products and the customer, similar to Figure 4-69.
Figure 4-69. Opportunity Details Section
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2.
Enter the requested information. Customer Process Manager uses the Association Option to make routing decisions. See Business Processing on page 4-75 for more information about these routing decisions. Click Submit.
3.
Confirmation of Opportunity
This step confirms the details of the opportunity and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the ProcessOpportunity shape of the flow diagram shown in Figure 4-101 on page 4-109. This flow is in the section for Presenting a Suggested Offer because both the Suggested Offers flow and the Opportunity flow use the Handle Opportunity flow for this confirmation section.
To confirm the opportunity:

Customer Process Manager displays the details of the opportunity, similar to Figure 4-70. Review the details and click Submit.
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Business Processing
Customer Process Manager routes the opportunity to the worklist of an individual sales representative using this logic: Customer Process Manager first attempts to find named customer registrations:
If you selected the Association Option Contact & Account, and the Account has an assigned representative, Customer Process Manager routes the opportunity to the worklist of the assigned representative. If you selected the Association Option Contact & Business Unit, and the Business Unit has an assigned representative, Customer Process Manager routes the opportunity to the worklist of the assigned representative. If you selected the Association Option Contact, and the Contact has an assigned representative, Customer Process Manager routes the opportunity to the worklist of the assigned representative.
If there are no named customer registrations, Customer Process Manager next evaluates the territory registrations in the following order:
If you selected the Association Option Contact & Account, Customer Process Manager compares the account characteristics with territory registrations. Customer Process Manager evaluates characteristics in the following order: postal code, area code, state, county, country. If Customer Process Manager finds a match, it assigns the opportunity to the representative with that territory registration. If it finds multiple territory matches, it assigns the opportunity to the one listed as primary. If you selected the Association Option Contact & Business Unit, Customer Process Manager compares the Business Unit characteristics with territory registrations. Customer Process Manager evaluates characteristics in the following order: postal code, area code, state, county, country. If Customer Process Manager finds a match, it assigns the opportunity to the representative with that territory registration. If it finds multiple territory matches, it assigns the opportunity to the one listed as primary. If you selected the Association Option Contact, Customer Process Manager compares the Contact characteristics with territory registrations. Customer Process Manager evaluates characteristics in the following order: postal code, area code, state, county, country. If Customer Process Manager
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finds a match, it assigns the opportunity to the representative with that territory registration. If it finds multiple territory matches, it assigns the opportunity to the one listed as primary. If Customer Process Manager does not find named customer or territory registrations, Customer Process Manager assigns the opportunity to the Opportunities workbasket. Authorized users can later retrieve the opportunity from their worklist of from the Opportunities workbasket. They can then edit it, cancel it, assign it to another user, resolve it as a won or lost sale, or attach a file, screen shot, or note. In addition, users can perform related activities such as Send Correspondence, Material Fulfillment, and Scheduled Activities (Call, Task, or Appointment). Depending on your sites configuration, this flow may be further automated according to your companys business needs.
Next Actions
These actions are used after retrieving the opportunity from a worklist or the Opportunities workbasket. They let you further process the opportunity. This step is part of the ProcessOpportunity shape of the flow diagram shown in Figure 4-101 on page 4-109. This flow is in the section for Presenting a Suggested Offer because both the Suggested Offers flow and the Opportunity flow use the Handle Opportunity flow for this process.
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To select the next action:

1. Select Next Actions from the Take Action selection box. Customer Process Manager displays a list of possible actions, similar to Figure 4-71.
Figure 4-71. Next Actions Section 2. 3. Select the type of action that you would like to take. Click Submit. Customer Process Manager calls the appropriate flow.
Attach a Note
This action is used after retrieving the opportunity from a worklist or the Opportunities workbasket. It lets you further process the opportunity. This step is part of the ProcessOpportunity shape of the flow diagram shown in Figure 4-101 on page 4-109. This flow is in the section for Presenting a Suggested Offer because
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both the Suggested Offers flow and the Opportunity flow use the Handle Opportunity flow for this process.
To attach a note:
1. Select the Attach A Note action from the Take Action selection box. Customer Process Manager displays fields for a subject line and note, similar to Figure 4-72.
Figure 4-72. Attach a Note Section 2. 3. Enter the requested information. Click Submit.
Resolve Opportunity
This action is used after retrieving the opportunity from a worklist or the Opportunities workbasket. It lets you resolve the opportunity that was previously
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created. This step is part of the ProcessOpportunity shape of the flow diagram shown in Figure 4-101 on page 4-109. This flow is in the section for Presenting a Suggested Offer because both the Suggested Offers flow and the Opportunity flow use the Handle Opportunity flow for this process.
To resolve an opportunity:
1. Select the Resolve Opportunity action from the Take Action selection box. Customer Process Manager displays fields for Resolve Opportunity, similar to Figure 4-73.
Figure 4-73. Resolve Opportunity Section 2. 3. Enter the requested information. Click Submit.
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Opportunity Flow Diagram

The Opportunity flow diagram shows the steps to enter and process information about a sales opportunity.
Figure 4-74. Flow Diagram for Opportunity Flow
Understanding Customer Process Manager Business Processing Overriding a Default SLA
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Overriding a Default SLA

The Override SLA flow is used to set an override SLA for a customer. The steps required to perform this task are included in a single action Override SLA. The Override SLA flow is shown in Figure 4-76 on page 4-83.
Override SLA
This action lets you select the specific SLA to change. This step is part of the OverrideSLA shape on the flow diagram shown in Figure 4-76 on page 4-83.
To override the SLA:

1. Confirm that the Override SLA action is selected from the Take Action selection box. Customer Process Manager displays any SLA overrides in effect for the account owner, the contact, or the account, similar to Figure 4-75.
Figure 4-75. Override SLA Section 2. To change or add an override, select the type, then use the SmartPrompt to select a list of available overriddes. Also enter a start date and an end date. Click Submit.
3.
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Business Processing
Customer Process Manager updates internal Customer Process Manager data with the new or updated override information. These overrides are used to determine the SLAs to use for subsequent items on behalf of the account, the account owner, or the contact. This flow makes an entry in the interaction log, but does not create a separate work object.
Understanding Customer Process Manager Business Processing Overriding a Default SLA
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Override SLA Flow Diagram

The Override SLA flow diagram shows the steps to set an override SLA for a customer.
Figure 4-76. Flow Diagram for Override SLA Flow
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Adding a Contact using Quick Add Contact

The Quick Add Contact flow lets you update external systems with a new contact and associate that contact with an existing account. This is similar to Adding a Contact on page 4-15, but requires only minimal data. The action that it displays is Quick Add Contact. This action is described in the following section. The Quick Add Contact flow is shown in Figure 4-79 on page 4-86.
Quick Add Contact

This action adds a new contact and lets you link the contact to an existing account. It is available when you search for account or contact information. This step is part of the QuickAddContact shape of the flow diagram shown in Figure 4-79 on page 4-86.
To create a new contact:

1. From search resluts screen, select the action Create Quick Contact from the Take Action selection box.
Figure 4-77. Create Quick Contact Section
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2.
Click Submit. Customer Process Manager displays a form for the customers contact information, similar to Figure 4-78.
Figure 4-78. Quick Add Contact Section 3. Enter the information for the contact. The first name, last name, gender, security question and answer, and communication preference fields and contact information are required. When you select a communication preference (mail, e-mail, phone, or fax), additional fields appear. Enter information in those fields. Optionally, if you started this flow from an account listing, a list of accounts appears at the bottom of the form. Select an account and make a selection in the Relation to Account selection box to specify the role of this contact for the account. Click Submit.
4.
5.
6.
Business Processing
Customer Process Manager updates the external system with the contact information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Quick Add Contact Flow Diagram

The Quick Add Contact flow diagram shows the steps for updating external systems with a new contact.
Figure 4-79. Flow Diagram for Quick Add Contact Flow
Understanding Customer Process Manager Business Processing Scheduling Activities
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Scheduling Activities
The Schedule Activity flow is used to schedule a follow-up call, task, or appointment with a customer. The actions that it might display are: Schedule Appointment Confirmation of Scheduled Activity
These actions are described in the following sections. The Schedule Activity flow is shown in Figure 4-82 on page 4-89.
Schedule Appointment
This action lets you specify the details of the appointment. This step is part of the ScheduleActivities shape on the flow diagram shown in Figure 4-82 on page 4-89.
Note: This section shows the Schedule Appointment activity. Use the selection
box to schedule a task or call. The steps are the same.
To specify appointment details:

1. Confirm that the Schedule Appointment action is selected from the Take Action selection box. Customer Process Manager displays schedule information, similar to Figure 4-80.
Figure 4-80. Schedule Details Section
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2. 3.
Enter the information requested. Click Submit.
Confirmation of Scheduled Activity

This step confirms the details of the activity and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the Appointment shape of the flow diagram shown in Figure 4-82 on page 4-89.

Customer Process Manager displays the details of the appointment, similar to Figure 4-81. Review the details and click Submit.
Business Processing
Customer Process Manager routes the request to the selected worklist or workbasket for further processing. Any user with access to the selected worklist or workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Customer Process Manager sets the overall SLA goal for this item to the date of the appointment, task, or call.
Understanding Customer Process Manager Business Processing Scheduling Activities
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Schedule Activity Flow Diagram

The Schedule Activity flow diagram shows the steps to schedule a follow-up call, task, or appointment with a customer.
Figure 4-82. Flow Diagram for Schedule Activity Flow
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Sending Correspondence
The Send Correspondence flow is used to create and send correspondence. The steps required to perform this task are included in a single action Create Correspondence. This action and the associated steps are described in the following sections. The Send Correspondence flow is shown in Figure 4-87 on page 4-94.
Create Correspondence
This action lets you specify details about who is to receive the correspondence, the format of the correspondence, and the type of correspondence to be sent. The steps described below are part of the SendCorrespondence shape on the flow diagram shown in Figure 4-87 on page 4-94.
Note: Customer Process Manager includes correspondence templates. These

templates contain predefined text, as well as fields for customer specific information. Check with your system administrator to find out which templates are available for your company.
To create correspondence:
1. Confirm that the Create Correspondence action is selected from the Take Action selection box. Customer Process Manager displays a Correspondence Details section, similar to Figure 4-83.
Figure 4-83. Select Role Correspondence Details
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2.
Use the selection box to select the appropriate role for the receiver. Options include:

3.
Contact the party initiating the interaction (such as the caller) Account Owner the party that owns the specified account Other Party a third party associated with the interaction or the account
Using the selection boxes, make the appropriate choices to define the type of correspondence to be sent (such as e-mail or fax), and the appropriate template to use. Figure 4-84 shows a representative input screen for selecting a correspondence template for e-mail to an account owner. The selection boxes that appear, and the choices within those selection boxes will vary depending on the template that you choose. For example, if you selected Other Party in the previous step, Customer Process Manager also displays fields for you to enter the name and address of the other party.
Figure 4-84. Correspondence Template Selection
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4.
Click Submit. Customer Process Manager updates the Correspondence Details screen to include an Option selection box and optionally, an input field for a Subject line (Figure 4-85).
Figure 4-85. Correspondence Send/Review Option 5. Use the Option selection box to choose one of the following actions (which actions appear is determined by the template):
Send to send the correspondence without reviewing it Review to review the correspondence prior to sending Edit to edit the correspondence prior to sending. If you select this option Customer Process Manager opens the correspondence in Microsoft Word.
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6.
Click Submit. If you selected Review, Customer Process Manager displays the correspondence details as shown in Figure 4-86.
Figure 4-86. Correspondence Review 7. Click Submit again to send the correspondence.
Business Processing
Customer Process Manager prints, e-mails, or faxes outbound correspondence items according to the type of correspondence you selected. If you selected a tempalte that requires the correspondence to be verified, Customer Process Manager routes it accordingly. After the correspondence item is verified, it is distributed based on the to type.
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Send Correspondence Flow Diagram

The Send Correspondence flow diagram shows the steps to create and send correspondence.
Figure 4-87. Flow Diagram for Send Correspondence Flow
Understanding Customer Process Manager Business Processing Sending Statement Copies
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Sending Statement Copies

The Statement Copy flow is used to select and send a copy of a past account statement. The actions that it might display are: Select Statement Statement Photocopy Details Confirmation of Statement Copy Request
These actions are described in the following sections. The Statement Copy flow is shown in Figure 4-91 on page 4-98.
Select Statement
This action lets you select the specific statement to send to the customer. This step is part of the DisplayStatements shape of the flow diagram shown in Figure 4-91 on page 4-98.
To select a statement:
1. Confirm that the Select Statement action is selected from the Take Action selection box. Customer Process Manager displays a list of recent statements for the account, similar to Figure 4-88.
Figure 4-88. Select Statement Section
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2.
Click the statement that the customer requests. You can also use the Search for Additional Statements in the Take Action selection box to find other statements. Click Submit.
3.
Statement Photocopy Details

This action lets you specify the distribution method for the copy of the statement. This step is part of the DisplayPhotoCopyDetails shape of the flow diagram shown in Figure 4-91 on page 4-98.
To specify distribution details:

1. Confirm that the Statement Photocopy Details action is selected from the Take Action selection box. Customer Process Manager displays account address and communication information appropriate to the distribution method, similar to Figure 4-89.
Figure 4-89. Statement Photocopy Details Section 2. Confirm the distribution method with the customer. Confirm the distribution details, such as postal address, e-mail address, or fax number. Enter new information, if required. Click Submit.
3.
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Confirmation of Statement Copy Request

This step confirms the details of the request and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the SendToPhotcopyRequest shape of the flow diagram shown in Figure 4-91 on page 4-98.

Customer Process Manager displays the details of the request, similar to Figure 4-90. Review the details of the request and click Submit.
Business Processing
Customer Process Manager routes the request to the PhotocopyRequest workbasket for further processing. Any user with access to the PhotocopyRequest workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites configuration, this flow may be further automated to distribute the statement without manual intervention.
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Statement Copy Flow Diagram

The Statement Copy flow diagram shows the steps to select and send a copy of a past account statement.
Figure 4-91. Flow Diagram for Statement Copy Flow
Understanding Customer Process Manager Business Processing Presenting a Suggested Item
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Presenting a Suggested Item

Customer Process Manager can suggest reviews of prior work items for a customer during a customer interaction. For example, Customer Process Manager may suggest you review an open complaint item with a customer the next time they call. Your sites configuration determines which cases are suggested for review. The Review Item flow is shown in Figure 4-94. Suggested Item Reviews are shown in the Suggested Process portion of the Interaction Driver (Figure 4-92). Select the item to add it to the Interaction Driver queue and click Submit to start the review process. This process has one step, Complete Review.
Figure 4-92. Suggested Item Review
Complete Review
This action lets you review details of the case, and select history or attachment buttons to view audit trail and other documentation. This step is part of the Review Item shape of the Review Item flow diagram shown in Figure 4-94 Enter comments about the review in the form as shown in and click Submit.
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Figure 4-93. Complete Suggested Item Review
Business Processing
Items reviewed via the Review Item process are included in the Interaction Log for the customer interaction (unlike items reviewed via the customer composite display). If a Review Item process is performed during an interaction, Customer Process Manager will set the Related to Prior Interaction flag to Yes. This setting can be confirmed during call wrap-up (End Interaction).
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Review Item Flow Diagram

The Review Item Flow diagram shows the steps to complete a suggested item review during a customer interaction.
Figure 4-94. Review Item Flow Diagram
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Presenting a Suggested Offer

The Suggested Offers flow is used when presenting an offer to a customer, it handles the three outcomes offer accepted, offer rejected, or more information requested. The actions that it might display are: Process Offer Accept Offer Reject Offer More Information Confirmation of Offer Presentation
These actions are described in the following sections. The Suggested Offers flow is shown in Figure 4-100 on page 4-108.
Process Offer
This action lets you choose the offer to present to the customer. This step is part of the GetOffers shape on the flow diagram shown in Figure 4-102 on page 4-110.
To process the offer:

1. Confirm that the Process Offer action is selected from the Take Action selection box. Customer Process Manager displays a list of offers, similar to Figure 4-95.
Figure 4-95. Process Offer Section
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2. 3.
Select the offer to present to the customer. Click Submit.
Accept Offer
This action lets you accept the offer presented. This step is part of the GetPresentOffer shape on the flow diagram shown in Figure 4-100 on page 4-108.
To accept the offer:

1. Confirm that the Accept Offer action is selected from the Take Action selection box. Customer Process Manager displays offer details, similar to Figure 4-96. If the customer rejects the offer, or wants more information, select the appropriate action from the Take Action selection box.
Figure 4-96. Opportunity and Accept Offer Section 2. Click Submit.
Business Processing
Customer Process Manager routes the request to the Opportunities workbasket for further processing. Any user with access to the Opportunities workbasket can later
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retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. In addition, the user can perform related activities that are associated with the workflow, including Send Correspondence, Material Fulfillment, and Schedule Activity (Call, Task, or Appointment). Depending on your sites configuration, this flow may be further automated according to your companys business needs.
Reject Offer
This action lets you reject the offer presented. This step is part of the GetPresentOffer shape on the flow diagram shown in Figure 4-100 on page 4-108.
To reject the offer:

1. Select the Reject Offer action from the Take Action selection box. Customer Process Manager displays offer details, similar to Figure 4-97. If the customer accepts the offer, or wants more information, select the appropriate action from the Take Action selection box.
Figure 4-97. Opportunity and Reject Offer Section
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2. 3.
Enter the requested information. Click Submit.
Business Processing
Customer Process Manager closes the item with Resolved-Rejected. Customer Process Manager takes no further action.
More Information
This action lets you request more information about the offer presented. This step is part of the GetPresentOffer shape on the flow diagram shown in Figure 4-100 on page 4-108.
To request more information:

1. Select the More Information action from the Take Action selection box. Customer Process Manager displays offer details, similar to Figure 4-98. If the customer accepts or rejects the offer, select the appropriate action from the Take Action selection box.
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Figure 4-98. Opportunity and More Information Section 2. 3. Enter the requested information. Click Submit.
Business Processing
Customer Process Manager routes the request to the MaterialsFulfillment workbasket for further processing. Depending on your sites configuration, this flow may be further automated according to your companys business needs.
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This step confirms the details of the offer and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the ProcessOpportunity shape of the flow diagram shown in Figure 4-101 on page 4-109.

Customer Process Manager displays the details of the offer, similar to Figure 4-99. Review the details and click Submit.
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Suggested Offers Flow Diagram

The Suggested Offers flow diagram is used when presenting an offer to a customer, it handles the three outcomes offer accepted, offer rejected, or more information requested.
Figure 4-100. Flow Diagram for Suggested Offers Flow
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Handle Opportunity Flow Diagram

The Handle Opportunity flow diagram shows the steps to manage a sales opportunity. You can enter an opportunity directly via the Opportunity flow, or it can arise from an accepted offer within the Suggested Offers flow.
Figure 4-101. Flow Diagram for Handle Opportunity Flow
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Get Offers Flow Diagram

The Get Offers flow is used during an interaction to retrieve current offers.
Figure 4-102. Flow Diagram for Get Offers
Understanding Customer Process Manager Business Processing Processing a Transaction Dispute
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Processing a Transaction Dispute

The Transaction Dispute flow is used when a customer wants to dispute a transaction. The flow retrieves recent transactions and accepts a dispute reason. The actions that it might display are: Start Dispute Select Dispute Reason Confirmation of Transaction Dispute
These actions are described in the following sections. The Transaction Dispute flow is shown in Figure 4-106 on page 4-114.
Start Dispute
This action lets you select the specific transaction that the customer is disputing. This step is part of the DisplaySearchScreen shape on of the flow diagram shown in Figure 4-106 on page 4-114.
To select a transaction:
1. Confirm that the Start Dispute action is selected from the Take Action selection box. Customer Process Manager displays a list of recent transactions for the account currently in view, similar to Figure 4-103.
Figure 4-103. Start Dispute Section
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2.
Click the transaction that the customer is disputing. You can use the Account Transaction Search section of the screen to narrow the list of transactions to only transactions that occurred during a specific time period or involved a specific amount of money. Click Submit.
3.
Select Dispute Reason

This action lets you specify the reason that the customer is disputing the transaction. This step is part of the GetReason shape on of the flow diagram shown in Figure 4-106 on page 4-114.
To select a reason:
1. Confirm that the Select Dispute Reason action is selected from the Take Action selection box. Customer Process Manager displays the disputed transaction along with fields for details about the dispute, similar to Figure 4-104.
Figure 4-104. Dispute Reason Section 2. 3. Enter the details of the dispute. Click Submit.
Understanding Customer Process Manager Business Processing Processing a Transaction Dispute
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Confirmation of Transaction Dispute

This step confirms the details of the request and displays the case number, fee charged, goal and deadline dates, and status. This step is part of the AccountException shape on the flow diagram shown in Figure 4-106 on page 4-114.

Customer Process Manager displays the details of the dispute, similar to Figure 4-105. Review the details of the dispute and click Submit.
Business Processing
Customer Process Manager routes the request to the AccountException workbasket for further processing. Any user with access to the AccountException workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites configuration, this flow may be further automated according to your companys business needs.
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Transaction Dispute Flow Diagram

The Transaction Dispute flow diagram shows the steps when a customer wants to dispute a transaction. The flow retrieves recent transactions and accepts a dispute reason.
Figure 4-106. Flow Diagram for Transaction Dispute Flow
Understanding Customer Process Manager Business Processing Updating Business Unit Details
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Updating Business Unit Details

The Update Business Unit flow is used to modify, add, or remove business unit information details that you originally entered as described in Adding a Business Unit on page 4-9. The action that it displays is Change Business Details, which is described in the following section. The Update Business Details flow is shown in Figure 4-108 on 4-116.
Change Business Details

This action lets you update external systems with modified business unit information such as name, tax ID, status, industry code, and customer type.
To update business unit details:

1. Confirm that the Update Business Unit Details is selected from the Take Action selection box. Customer Process Manager displays a form for the business units address information, similar to Figure 4-107.
Figure 4-107. Update Business Unit Details 2. Enter the information in the Business Unit Name, Tax ID, or Website. Use the drop-down list to select a new Status, Industry Code, or Customer Type. Click Submit.
3.
Business Processing
Customer Process Manager updates the external system with the modified business unit information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Update Business Details Flow Diagram

The Update Business Details flow diagram shows the steps for updating external systems with modified information for a business unit.
Figure 4-108. Flow Diagram for Update Business Details
Understanding Customer Process Manager Business Processing Updating Business Unit Address
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Updating Business Unit Address

The Update Business Address flow is used to modify, add, or remove business unit information details that you originally entered as described in Adding a Business Unit on page 4-9. The action that it displays is Change Address, which is described in the following section. The Update Business Address flow is shown in Figure 4-110 on 4-119.
Change Address
This action lets you update external systems with modified business unit address information.
To update business unit address details:

1. Confirm that the Update Business Unit Address Details is selected from the Take Action selection box. Customer Process Manager displays a form for the business units address information, similar to Figure 4-109.
Figure 4-109. Update Business Unit Address Details 2. 3. Select the address to be changed or added. Fill in the fields for the information that the customer would like to change or add.
To make the address primary, check Make Primary. To remove an address, check Remove Address. To remove the primary address, you must first designate another as primary.
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4.
Click Update. The information is updated. If necessary, you can now change additional address information. Click Submit.
5.
Business Processing
Customer Process Manager updates the external system with the modified address information. This flow makes an entry in the interaction log, but does not create a separate work object.
Understanding Customer Process Manager Business Processing Updating Business Unit Address
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Update Business Address Flow Diagram

The Update Business Address flow diagram shows the steps for updating external systems with modified address information for a business unit.
Figure 4-110. Flow Diagram for Update Business Address
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Updating Business Unit Communication Details

The Update Business Communication flow is used to modify, add, or remove business unit information details that you originally entered as described in Adding a Business Unit on page 4-9. The action that it displays is the Change Business Communication Details action, which is described in the following section. The Update Business Communication Details flow is shown in Figure 4-112 on 4-122.
Change Business Communication Details

This action lets you update external systems with business unit communication information such as business phone, fax, and email.
To update business unit communication details:

1. Confirm that the Update Business Unit Comm Details is selected from the Take Action selection box. Customer Process Manager displays a form for the business units communication information, similar to Figure 4-111.
Figure 4-111. Update Business Unit Address Details 2. Select the phone number, fax number, or Email address you wish to change or add. Fill in the fields for the information that the customer would like to change or add.
3.
To make the number or email address the primary, check Make Primary. To remove a number or email address, check Remove Option. To remove the primary number or address, you must first designate another as primary.
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4.
Click Update. The information is updated. If necessary, you can now change additional business communication options. Click Submit.
5.
Business Processing
Customer Process Manager updates the external system with the modified business communication information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Update Business Communication Flow Diagram

The Update Business Communication flow diagram shows the steps for updating external systems with modified communication information for a business unit.
Figure 4-112. Flow Diagram for Update Business Communication
Understanding Customer Process Manager Business Processing Updating a Contact Address
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Updating a Contact Address

The Update Contact Address flow lets you update external systems with modified address information on a contact. You can also update address information for related accounts. The actions that it displays are: Change Address Change Additional Addresses
These actions are described in the following sections. The Update Contact Address flow is shown in Figure 4-115 on page 4-126.
Change Address
This action changes the address information for a contact. This step is part of the ChangeAddress shape of the flow diagram shown in Figure 4-115 on page 4-126.
To update a contact address:

1. Confirm that the Update Contact Address action is selected from the Take Action selection box. Customer Process Manager displays a form for the customers address information, similar to Figure 4-113.
Figure 4-113. Update Contact Address Section
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2. 3.
Select the address to be changed. Fill in the fields for the information that the customer would like to change. To make the address the primary role, check Make Primary. To remove an address, check Remove Address. (To remove the primary address, you must first designate another address as the primary address.) Click Update. The address information is updated. If necessary, you can now change additional contact addresses. Click Submit.
4.
5.
Business Processing
Customer Process Manager updates the external system with the modified contact information for every account selected. This flow makes an entry in the interaction log, but does not create a separate work object.
Change Related Account Addresses

If you changed the address marked as primary, Customer Process Manager also checks whether or not the customer has any other accounts that might also need to be updated. If the customer is the owner or co-owner of any accounts, Customer Process Manager displays a list of the accounts. This step is part of the ChangeAdditionalAddresses shape of the flow diagram shown in Figure 4-115 on page 4-126.
Understanding Customer Process Manager Business Processing Updating a Contact Address
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To change a related account address:

1. Confirm that the Change Additional Addresses action is selected from the Take Action selection box. Customer Process Manager displays a list of accounts that are owned or coowned by this customer, similar to Figure 4-114.
Figure 4-114. Change Addresses Section 2. If the customer also wants to change the address on any other accounts, select the check box for each of the other accounts. To change the address on all the accounts listed, click the All button at the top of the list. Click Submit.
3.
Business Processing
Customer Process Manager updates the external systems with the modified address information. If an account address is changed, Customer Process Manager also creates two pieces of correspondence: one confirmation letter to be sent to the owner of the account at the old address, and one confirmation letter to be sent to the owner of the account at the new address. If only the contact address is changed, this flow makes an entry in the interaction log, but does not create a separate work object.
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Update Contact Address Flow Diagram

The Update Contact Address flow diagram shows the steps for updating external systems with modified address information on a contact. The flow also updates address information for related accounts.
Figure 4-115. Flow Diagram for Update Contact Address Flow
Understanding Customer Process Manager Business Processing Updating Contact Communication Options
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Updating Contact Communication Options

The Update Contact Communication Options flow lets you update external systems with modified communication information, such as additional telephone numbers or e-mail addresses. The action that it displays is the Change Communication Option action. This action is described in the following sections. The Update Contact Communication Options flow is shown in Figure 4-117 on page 4-129.
Update Contact Communication Options

This action changes the communication options for a contact. This step is part of the ChangeCommOption shape of the flow diagram shown in Figure 4-117 on page 4-129.
To update a contact communication option:

1. Confirm that the Update Contact Communication Options action is selected from the Take Action selection box. Customer Process Manager displays a form for the customers communication options information, similar to Figure 4-116.
Figure 4-116. Update Contact Communication Option Section 2. Select the contact information to be changed.
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3.
Fill in the Number/Address field for the information that the customer would like to change. To make this entry the primary point of contact, check Make Primary. To remove a contact, check Remove Option. (To remove a primary point of contact, you must first designate another point of contact as primary.) Click Update. The contact option is updated. If necessary, you can now change additional contact communication options. Click Submit.
4.
5.
Business Processing
Customer Process Manager updates the external system with the modified contact communication information. This flow makes an entry in the interaction log, but does not create a separate work object.
Understanding Customer Process Manager Business Processing Updating Contact Communication Options
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Update Contact Communication Options Flow Diagram

The Update Contact Communication Options flow diagram shows the steps for updating external systems with modified communication option information for a contact.
Figure 4-117. Flow Diagram for Update Contact Communication Options Flow
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Updating a Contact Name and Profile

The Update Contact Name and Profile flow lets you update external systems with modified name and profile information on a contact. The action that it displays is the Update Contact Name action. This action is described in the following section. The Update Contact Name and Profile flow is shown in Figure 4-119 on page 4-131.
Update Contact Name

This action changes the name and profile information for a contact. This step is part of the ChangeName shape of the flow diagram shown in Figure 4-119 on page 4-131.
To update a contact name and profile:

1. Confirm that the Update Contact Name action is selected from the Take Action selection box. Customer Process Manager displays a form for the customers name and profile, similar to Figure 4-118.
Figure 4-118. Update Contact Name Section
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2. 3.
Fill in the information that the customer would like to change. Click Submit.
Business Processing
Customer Process Manager updates the external system with the modified profile information. This flow makes an entry in the interaction log, but does not create a separate work object.
Update Contact Name and Profile Flow Diagram

The Update Contact Name and Profile flow diagram shows the steps for updating external systems with modified name and profile information on a contact.
Figure 4-119. Flow Diagram for Update Contact Name and Profile Flow
Chapter 5 Reporting
Pega Customer Process Manager includes a wide variety of standard reports and graphs providing real-time information regarding processes, work, assignments, and historical data for analyzing contact center performance over time. This chapter describes the reporting capabilities available with Pega Customer Process Manager and covers the following topics: Reporting gadgets Drill-down report capabilities Frequently used reports Ad hoc reporting capabilities
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Pega Customer Process Manager User Guide Reporting
Reporting Gadgets
The following Reporting gadgets can appear in your portal view depending on your user role: Reporting Dashboard displays key metrics about contact center activity Reports provides a full list of interaction, productivity, quality, aging, campaign, and opportunity reports available with Pega Customer Process Manager
Reporting Dashboard Gadget

The Reporting Dashboard (Figure 5-1) presents information about contact center activity and performance in graphical form.
Figure 5-1. Reporting Dashboard Clicking any graph changes the view to display a summary report listing data included in the graph. See Drill-Down Reporting Capabilities on page 5-5 for more information on this topic.
Reporting Reporting Gadgets
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Reports
The Reports gadget, as shown in Figure 5-2, provides access to the comprehensive list of reports included with Pega Customer Process Manager. Reporting includes the following categories to help you: Interaction reports analyze interactions by channel, determine your firstcall and one-touch resolution rates, and evaluate the primary reasons your customers contact you. Throughput reports understand how much work is received, resolved, and remaining within your operation. Quality reports understand how timely work is completed, and analyze achievement of service level goals and deadlines. Aging reports understand how long it takes to process work within your operation. Campaign Reports only visible to managers, these reports provide insight into campaign effectiveness and productivity. Opportunity Reports analyze current opportunities, pipeline activity and lost sales. Quality Review Management Reports only visible to managers, these reports enable you to analyze and manager employee quality reviews. Customer Satisfaction Survey Reports only visible to managers, these reports enable you to understand and analyze the factors that impact customer satisfaction. Knowledge Management Reports only visible to managers, these reports provide insight into knowledge topic usage and suggested changes.
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Figure 5-2. Reports Available to Customer Service Managers
Reporting Drill-Down Reporting Capabilities
5-5
Drill-Down Reporting Capabilities

Pega Customer Process Manager reporting includes powerful drill-down analysis of report data than enables you to travel from a summary view of your entire operation down to the details of a single service request case. 1. Start by selecting a graph from the dashboard or a report from the reporting gadget. In Figure 5-3, the Satisfaction Summary Report was selected from the Interaction Reports section of the Reports gadget.
Figure 5-3. Satisfaction Summary Report 2. To drill down, select an entry in the summary report to view the cases included in the category. In Figure 5-4, the Concerned Open Requests to be Resolved category has been selected. A list of cases included in this category is displayed on the screen.
Note: You can also export report data to Excel by clicking Export to Excel at
the top of the report windows.
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Figure 5-4. Satisfaction Detail Report for the Selected Category 3. To view summary details for any case included in this report, highlight the case. Basic information displays near the bottom of the screen. To view the actual case that is highlighted, click Review. Case details display on the screen, as shown in Figure 5-5. Use the buttons at the top right of the form to export this view to a spreadsheet, and to return to the summary list.
4.
Figure 5-5: Case Details as Selected via Drill-Down Reporting
Reporting Frequently Used Reports
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Frequently Used Reports

Figure 5-6 lists many of the frequently used reports included with Pega Customer Process Manager. A check mark indicates which reports include graphs, and whether a report appears in the view of each user role.
Report Name Interaction Reports Interaction Summary by Channel & Primary Reason for Interaction Interaction Summary by Channel Interaction Summary by Primary Reason for Interaction Interaction Summary by Operator, by Channel One-Contact Interaction Analysis Summary One-Touch Interaction Analysis Summary Interaction Resolution Analysis Detail Report Satisfaction Summary Report Satisfaction Report by Operator Throughput Reports Throughput Summary by Work Type Throughput Summary by Resolve Operator, by Work Type Throughput in Past Week by Work Type Weekly Process Creation by Work Type Open Cases by Work Type
Graph
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Report Name Open Cases by Assign Operator Throughput Trend by Resolve Operator, by Day Throughput Trend by Resolve Operator, by Month Throughput Trend by Resolve Operator, by Year Throughput Trend by Resolve Operator, by Quarter Throughput Trend by Resolve Operator, by Week Estimated Application Savings Report Quality Reports Quality Summary Report by Work Type Quality Summary Report by Resolve Operator Timeliness by Work Type Timeliness by Workbasket Timeliness by Operator Timeliness by Operator and Work Type Aging Reports Aging Summary by Work Type Aging Summary by Assign Operator Campaign Reports Campaign Summary Report Campaign Effectiveness by Operator Operator Effectiveness by Campaign Offers Rejected by Reason
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Reporting Frequently Used Reports
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Report Name Opportunity Reports Active Pipeline Summary by Product and Stage Forecast Summary by Rep and Stage Annual Closed Opportunity Summary by Month by Rep Annual Lost Sale Report by Rep and Reason Pipeline Aging Report by Product Annual Customer Opportunity Summary Active Pipeline Summary by Broker and Rep Forecast Summary by Expected Close Month and Stage Annual Closed Opportunity Summary by Rep by Month Lost Sale Report by Product and Reason Pipeline Aging Report by Rep Quality Review Management Reports Quality Review Summary by Employee and Overall Score Quality Review Summary by Work Type and Overall Score Quality Review Summary by Overall Rating Coaching Sessions by Employee Coaching Sessions by Work Type
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Report Name Quality Reviews In Progress by Work Type System Enhancement Request Summary Customer Satisfaction Survey Reports Customer Surveys by Interaction Type Customer Surveys by Overall Rating Customer Surveys by Interaction Reason Customer Surveys One-Contact Analysis Customer Survey Response Rate Customer Surveys In Progress Knowledge Management Reports Knowledge Process Summary by Topic Knowledge Processes Requiring Research Knowledge Update Request Summary Pipeline Aging Report by Rep
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Figure 5-6. Frequently Used Customer Process Manager Reports
Reporting Ad Hoc Reporting Capabilities
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Ad Hoc Reporting Capabilities

The report wizard extends the systems predefined report capabilities by providing an intuitive tool for creating customized reports. Reports generated through the wizard can be saved for easy access during future sessions. To access the report wizard, click on Monitor Activity in the navigation panel and expand a reports gadget as shown in Figure 5-7.
Figure 5-7. Example Reporst Gadget Click the icon associated with the function you wish to perform. The following functions are available: Icon Name Custom Report Links Browse Category Create Custom Report Figure 5-8. Custom Report Functions Function Displays a list of previously-created custom reports. Displays a full list of previously-created custom reports Launches the report wizard.
Creating a Custom Report

Click the Create Custom Report icon ( ).The wizard automatically takes you through the steps that are required to create the desired report: 1. 2. 3. Selecting the view (summary or list) Selecting the data source Defining the report criteria
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4. 5. 6. 7. 8.
Defining display groups Defining the field functions Defining drilldown capabilities Chart the data Previewing the report
Each of these steps is described in detail on the following pages.
Step 1: Selecting the View

The wizard lets you decide how you want the information displayed. 1. Click the radio button associated with the appropriate report view (Figure 5-9):
Summary View to include summary information such as totals and averages List View to include a list of items including detail for each item
Figure 5-9. New Report Wizard Step 1 Select View
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The wizard mode defaults to Simple, which is the mode discussed in this chapter. Contact your system administrator if you wish to create reports using the Advanced mode. 2. Click Next. The wizard moves to Step 2.
Step 2: Selecting the Data Source

The wizard displays a list of available data sources (Figure 5-10). 1. Click the appropriate description.
Figure 5-10. New Report Wizard Step 2 Select Data Source 2. Click Next. The wizard moves to Step 3.
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Step 3: Defining the Report Criteria

The wizard lets you define the criteria you want included in the report. 1. Choose a value from the Field selection box (Figure 5-11).
Figure 5-11. Field Definition Selection 2. Select the appropriate condition and enter the required value (Figure 5-12).
Figure 5-12. New Report Wizard Step 3 Define Criteria 3. Repeat steps 1 and 2 as necessary to include additional conditions. The condition in the first row always takes precedence when more than one condition is being used.
To add a row above a specific row, click the Insert Row icon ( To add a row below the last row, click the Add Row icon ( To delete a row, click the Trash Can icon ( ) ).
).
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4.
Click here to preview count. The wizard determines the number of items that meet the criteria you have defined and displays the results in a separate window. This information can help you determine if the report you are creating is capturing the right data. Click Close to close the separate window. Click Next. The wizard moves to Step 4.
5.
Step 4: Defining Display Groups

The wizard lets you define how you want the criteria grouped. 1. Select the desired grouping criteria from a list of available fields (Figure 5-13).
Use the Add and Remove buttons to create and modify your list. Use the Move Up and Move Down buttons to define the appropriate hierarchy.
Figure 5-13. New Report Wizard Step 4 Define Display Group 2. Optionally to define a field caption, highlight an entry in the Group By These Fields list, and enter the caption text in the Field Caption input field at the bottom of the screen. Click Apply to set the field caption. Click Next. The wizard moves to Step 5.
3.
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Step 5: Defining the Field Functions

The wizard includes arithmetic functions (count, sum, average, minimum and maximum) that you can apply to the columns of your report. 1. Use the Function and Field selection boxes to define the function to be applied to each field you selected for your report. Click the Insert Row ( ) and Add Row ( ) icons to insert additional functions and fields in the desired order (Figure 5-14).
2.
Figure 5-14. New Report Wizard Step 5 Define Fields 3. 4. Enter the caption text in the Caption field (or accept the default). Repeat steps 1 and 2 as necessary.

5.
To add a row above a specific row, click the Insert Row icon ( To add a row below the last row, click the Add Row icon ( To delete a row, click the Trash Can icon ( ) ).
).
Click Next. The wizard moves to Step 6.
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Step 6: Defining Drilldown Capabilities

The wizard displays a list of fields that are available for drilldown. You define which fields are to be displayed. 1. Select the desired display fields from a list of available fields (Figure 5-15).
Use the Add and Remove buttons to create and modify your list. Use the Move Up and Move Down buttons to define the appropriate hierarchy.
Figure 5-15. New Report Wizard Step 6 Define Drilldown Capabilities 2. Optionally, to define a field caption, highlight an entry in the Drill Down on These Fields list, and enter the caption text in the Field Caption input field. Define the display order for the drilldown by highlighting an entry and making the appropriate entry in the Sort selection box. Click Apply to set the sort order. Click Next. The wizard moves to Step 7.
3.
4.
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Step 7: Charting the Data

If you wish to create a chart to view the data, click the Use a chart for this view? checkbox as shown in
Figure 5-16: NewReport Wizard Step 7: Chart the data Configure the chart as follows: Select the type of chart (pie or bar-type) and size. Enter a title. Select whether you want to display the chart only, or the chart and data. Select the duration you wish to cache the chart image. Select the report criteria you wish to chart from the Include drop-down menu.
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Step 8: Previewing the Report

The wizard displays a description of your report definition actions in the Usage field (Figure 5-17). Click on the options you wish to use with your report.
Figure 5-17. New Report Wizard Step 8 Finish and Preview 1. 2. Click Finish to preview the report you have created. Click Save View to save the report. The wizard prompts you to enter a purpose and title, and select a RuleSet and version.
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3.
Click Save. The system saves the report and displays a confirmation screen, as shown in Figure 5-18. To create a link to the report, enter a label for the report and click OK. The wizard displays the following message: OK: View delegated successfully. The report is added to your Custom Reports workspace.
Figure 5-18. Delegate View Input Screen 4. Click Home.
Appendix A Sample Visio Workflows

This appendix shows Visio flows for the following categories: Interaction Workflows these flows are used when CSRs are interacting with customers or contacts. Service Workflows these flows are used to process customer service requests during an interaction. Customer Management Workflows these flows are used to maintain links between customers, contacts, accounts, and business units.
The tables below show the flow name, class, and page number in this appendix with a diagram of the flow. You can also view these flows through Pega Customer Process Manager using the class and flow names listed.
Interaction Flows
Flow Name CAInteraction AppContactSearch AppContactSearchCTI Class PegaCA-Work-Interaction-Call PegaCA-Work-Interaction PegaCA-Work Page A-7 A-8 A-9
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Pega Customer Process Manager Deployment Guide Sample Visio Workflows
Interaction Flows
Flow Name AppGetAccount AppGetAccountDetails AppGetContact AppGetBusinessUnit AppGetWorkItem AppVerifyContact AppVerifyAccount CACommMessage CAGetOffers CAInteractionDriver CAReviewServiceItems CASetOverrideSLA CAWrapUp Figure A-1. Interaction Workflow Listing Class PegaCA-Work-Interaction PegaCA-Work-Interaction PegaCA-Work-Interaction PegaCA-Work-Interaction PegaCA-Work-Interaction PegaCA-Work-Interaction PegaCA-Work-Interaction PegaCA-Work-Interaction PegaCA-Work-Interaction PegaCA-Work-Interaction PegaCA-Work-Interaction PegaCA-Work-Interaction PegaCA-Work-Interaction Page A-10 A-11 A-12 A-13 A-14 A-15 A-16 A-17 A-18 A-19 A-20 A-21 A-22
Note: Some interaction flows have variations for the three types of interactions.
These variations can be found in the -Call, -InCorr, and -Research classes.
Service Workflows
Flow Name CAAddressChange CACloseOrRetainAccount CAComplaintOrCompliment CASendCorrespondence CADisputeTransaction CAGeneralService CARequestMaterialsFulfillment CAResolveMaterialsFulfillment CAStartNewAccount Class PegaCA-Work-AddressChange PegaCA-Work-CloseAccount PegaCA-Work-Complaint PegaCA-Work-Correspondence PegaCA-Work-DisputeTransaction PegaCA-Work-General PegaCA-Work-MaterialFulfillment PegaCA-Work-MaterialFulfillment PegaCA-Work-NewAccount Page A-23 A-24 A-25 A-26 A-27 A-28 A-29 A-30 A-31
Sample Visio Workflows Flow Design Shapes
A-3
Service Workflows
Flow Name CANewAccountApplicaiton CAGetPresentOffer CAFulfillOffer CAHandleOpportunity CAOpportunity CAStatementCopy CAUpdateLink CAGenerateSurveyEmail CASatisfactionSurvey CASampleDiagnostic CASampleFAQ CAWrapUpKnowledgeProcess Figure A-2. Service Workflow Listing Class PegaCA-Work-NewAccount PegaCA-Work-Opportunity PegaCA-Work-Opportunity PegaCA-Work-Opportunity PegaCA-Work-Opportunity PegaCA-Work-StatementCopy PegaCA-Work-TerritoryLink PegaCA-Work-SatSurvey PegaCA-Work-SatSurvey PegaCA-Work-KMSampleDiagnostic PegaCA-Work-KM-SampleFAQ PegaCA-Work-CMA-42 A-43 Page A-32 A-33 A-34 A-35 A-36 A-37 A-38 A-39 A-40 A-41
Customer Management Flows

Flow Name CAAcctContactLinks CABUContactLinks CAContactAcctLinks CAContactBULinks CAOwnerAcctLinks CAOwnerBULinks CAAddBusinessUnit CAUpdateBusinessAddress CAUpdateBusinessCommunication CAUpdateBusinessDetails AppAddContact CAContactQuickAdd CAUpdateContactAddress Class PegaCA-Work PegaCA-Work PegaCA-Work PegaCA-Work PegaCA-Work PegaCA-Work PegaCA-Work-NewBusinessUnit PegaCA-Work PegaCA-Work PegaCA-Work PegaCA-Work-NewContact PegaCA-Work-NewContact-Quick PegaCA-Work Page A-44 A-45 A-46 A-47 A-48 A-49 A-50 A-51 A-52 A-53 A-54 A-55 A-56
A-4
CAUpdateContactCommOption CAUpdateContactName
PegaCA-Work PegaCA-Work
A-57 A-58
Figure A-3. Customer Management Workflow Listing See Flow Design Shapes on page A-5 for brief descriptions of the flow shapes.
Sample Visio Workflows Flow Design Shapes
A-5
Flow Design Shapes

The Visio Flow Shell stencil provides the following shapes to represent fundamental flow elements. For more detailed information, see PegaRULES Process Commander Designing Your Application. Shape Assignment
11 12 1 2 10 9 3 8 4 7 6 5
Description Pause, or potential pause, in a flow. Signifies that a person or an external system must act on a work object before the flow can progress. Descriptive information about a step or connector.
Comment
Connector
Unidirectional link between two shapes.
Decision
Maps one value, or a pair of values, to a small set of returned string results. For a single value, the returned result is based on a series of if tests. For example, if a purchase request is less than $1000, return no approval necessary; otherwise return approval required. Two values are treated as a matrix. The returned result is the cell at the intersection of the two values. For either case, one returned value is typically default.
Flow
Start of a flow. The top section contains the class name. The bottom section contains the flow name and any comments about the prerequisite state of work objects entering the flow.
Flow End
End
End of a flow.
A-6
Shape Fork
Description Splits a connector into multiple decision paths, with each decision path based on a when condition.
Invoke Flow Called Flow
Invokes another flow from the current flow. The Called Flow shape pauses until the other flow completes, while the Spinoff Flow shape continues the current flow. Top section contains the flow name. Bottom section contains the object for the secondary flow to work on.
Spinoff Flow
Integrator
Invokes integration services to connect to an external system.
Split-ForEach
Spawns multiple, parallel flows of the same type. Each flow operates on a different interest page, or a page in a property list.
Split-Join
Splits processing into two or more independent secondary flows that operate in parallel and later rejoin.
Ticket
Event-driven override to normal sequential processing of a flow, for exception handling.
Utility
Automated activity. The flow continues when all automated activities in the Processing shape have completed.
Sample Visio Workflows CAInteraction
A-7
CAInteraction
The CAInteraction flow drives the task workflow during a customer interaction.
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AppContactSearch
The AppContactSearch flow is used during an interaction to search for contacts by business unit, contact, account, or work item.
Sample Visio Workflows AppContactSearchCTI
A-9
AppContactSearchCTI
The AppContactSearchCTI flow is initiated by a call arriving through Computer Telephony Integration (CTI) and is used to search for a contact.
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AppGetAccount
The AppGetAccount flow is used to select a contact from a list of accounts and contacts that display resulting from an account search.
Sample Visio Workflows AppGetAccountDetails
A-11
AppGetAccountDetails
The AppGetAccountDetails flow is used during an interaction to retrieve account details. The contact search flow calls this flow after an account is selected.
A-12
AppGetContact
AppGetContact is used to select a contact. The contact search flow calls this flow after performing a search by contact.
Sample Visio Workflows AppGetBusinessUnit
A-13
AppGetBusinessUnit
The AppGetBusinessUnit flow is used to select a business unit. The contact search flow calls this flow after searching for a contact by business unit.
A-14
AppGetWorkItem
The AppGetWorkItem flow is used to select a contact and an account resulting from a work item search.
Sample Visio Workflows AppVerifyContact
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AppVerifyContact
The AppVerifyContact flow is used when presenting contact data for customer verification.
A-16
AppVerifyAccount
The AppVerifyAccount flow is used when presenting account data for customer verification.
Sample Visio Workflows CACommMessage
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CACommMessage
The CACommMessage flow diagram shows the steps to deliver a customer-specific message that has been selected according to your companys business rules. For example, this could be a welcome message for new customers.
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CAGetOffers
The CAGetOffers flow is used during an interaction to retrieve current offers.
Sample Visio Workflows CAInteractionDriver
A-19
CAInteractionDriver
The CAInteractionDriver flow drives the task workflow during a customer interaction.
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CAReviewServiceItems
The purpose of this flow is to determine the list of recent service items to suggest for review.
Sample Visio Workflows CASetOverrideSLA
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CASetOverrideSLA
The CASetOverrideSLA flow diagram shows the steps to set an override SLA for a customer.
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CAWrapUp
The CAWrapUp flow is used to perform housekeeping tasks at the end of an interaction, such as logging the interaction and resolving the work item.
Sample Visio Workflows CAAddressChange
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CAAddressChange
The CAAddressChange flow diagram shows the steps to change the address and communication information on the current account view, as well as for other related accounts that are owned by the customer.
A-24
CACloseOrRetainAccount
The CACloseOrRetainAccount flow is used when a customer requests that an account be closed. Before processing the close request, the flow retrieves and presents offers intended to retain the customer.
Sample Visio Workflows CAComplaintOrCompliment
A-25
CAComplaintOrCompliment
The CAComplaintOrCompliment flow diagram shows the steps when a complaint or a compliment is received from a customer. The flow processes the complaint and retrieves any applicable restitution or reward offers, based on your companys campaigns.
A-26
CASendCorrespondence
The CASendCorrespondence flow is used to create and send correspondence.
Sample Visio Workflows CADisputeTransaction
A-27
CADisputeTransaction
The CADisputeTransaction flow diagram shows the steps when a customer wants to dispute a transaction. The flow retrieves recent transactions and accepts a dispute reason.
A-28
CAGeneralService
The CAGeneralService flow is used to create a general service item to capture and route work when an appropriate automated workflow does not exist.
Sample Visio Workflows CARequestMaterialsFulfillment
A-29
CARequestMaterialsFulfillment
The CARequestMaterialsFulfillment flow is used to select material, such as marketing collateral, to be sent to a customer. The flow also lets you specify the distribution method.
A-30
CAResolveMaterialsFulfillment
The CAResolveMaterialsFulfillment flow diagram shows the steps to resolve the materials fulfillment request.
Sample Visio Workflows CAStartNewAccount
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CAStartNewAccount
The CAStartNewAccount flow processes a new account application by letting you select the product type and then starting the appropriate NewAccountApplication workflow.
A-32
CANewAccountApplication
The CANewAccountApplication flow diagram shows the steps to complete an application for a new account.
Sample Visio Workflows CAGetPresentOffer
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CAGetPresentOffer
The CAGetPresentOffer flow is used when presenting an offer to a customer, it handles the three outcomes Offer Accepted, Offer Rejected, or More Information Requested.
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CAFulfillOffer
The CAFulfillOffer flow completes the fulfillment process by requesting materials be sent to the customer.
Sample Visio Workflows CAHandleOpportunity
A-35
CAHandleOpportunity
The CAHandleOpportunity flow diagram shows the steps to manage a sales opportunity. You can enter an opportunity directly through the Opportunity flow, or it can arise from an accepted offer within the Suggested Offers flow.
A-36
CAOpportunity
The CAOpportunity flow is used to enter and process information about a sales opportunity.
Sample Visio Workflows CAStatementCopy
A-37
CAStatementCopy
The CAStatementCopy flow is used to select and send a copy of a past account statement.
A-38
CAUpdateLink
The CAUpdateLink flow is used to update a territory link within the system.
Sample Visio Workflows CAGenerateSurveyEmail
A-39
CAGenerateSurveyEmail
The CAGenerateSurveyEmail flow diagram shows the steps for generating customer satisfaction survey emails.
A-40
CASatisfactionSurvey
The CASatisfactionSurvey flow diagram is used to process customer satisfaction surveys following an interaction.
Sample Visio Workflows CASampleDiagnostic
A-41
CASampleDiagnostic
The CASampleDiagnostic flow diagram is a sample process used to diagnose a problem or situation.
A-42
CASampleFAQ
The CASampleFAQ flow diagram is a sample process used to respond to frequently asked questions.
Sample Visio Workflows CAWrapUpKnowledgeProcess
A-43
CAWrapUpKnowledgeProcess
The CAWrapUpKnowledgeProcess flow diagram is used to resolve FAQ and diagnostic processes.
A-44
CAAcctContactLinks
The CAAcctContactLinks flow is used to add or remove a link between an account and a contact.
Sample Visio Workflows CABUContactLinks
A-45
CABUContactLinks
The CABUContactLinks flow is used to add or remove a link between a business unit and a contact.
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CAContactAcctLinks
The CAAcctContactLinks flow is used to add or remove a link between a contact and an account.
Sample Visio Workflows CAContactBULinks
A-47
CAContactBULinks
The CAContactBULinks flow is used to add or remove a link between a contact and a business unit.
A-48
CAOwnerAcctLinks
The CAOwnerAcctLinks flow is used to add or remove a link between an owner and and an account. An owner can be a contact or a business unit.
Sample Visio Workflows CAOwnerBULinks
A-49
CAOwnerBULinks
The CAOwnerBULinks flow is used to add or remove a link between an owner and and a business unit. An owner can be a contact or a business unit.
A-50
CAAddBusinessUnit
The CAAddBusinessUnit flow diagram shows the steps to update external systems with a new business unit.
Sample Visio Workflows CAUpdateBusinessAddress
A-51
CAUpdateBusinessAddress
The CAUpdateBusinessAddress is used to update a business address in the system.
A-52
CAUpdateBusinessCommunication
The CAUpdateBusinessCommunication flow updates the business communication information in the system for a customer or contact and refreshes the composite screen.
Sample Visio Workflows CAUpdateBusinessDetails
A-53
CAUpdateBusinessDetails
The CAUpdateBusinessDetails flow updates information about a business in the system and refreshes the composite screen.
A-54
AppAddContact
The AppAddContact flow diagram shows the steps to add a new contact to external systems.
Sample Visio Workflows CAContactQuickAdd
A-55
CAContactQuickAdd
The CAContactQuickAdd flow diagram shows the steps for updating external systems with a new contact.
A-56
CAUpdateContactAddress
The CAUpdateContactAddress flow diagram shows the steps for updating external systems with modified address information on a contact. The flow also updates address information for related accounts.
Sample Visio Workflows CAUpdateContactCommOption
A-57
CAUpdateContactCommOption
The CAUpdateContactCommOption flow is used to set a contacts communication preference (e.g., mail, fax, phone).
A-58
CAUpdateContactName
The CAUpdateContactName flow diagram shows the steps for updating external systems with modified name and profile information on a contact.
Appendix B Portal Layouts

This appendix includes the portal layouts and gadget listings for user roles delivered with Pega Customer Process Manager, including: Customer Service Representative (CSR) Customer Service Manager Sales Representative Sales Manager
B-2
Pega Customer Process Manager User Guide Portal Layouts
Customer Service Representative (CSR)
Figure B-1. Customer Service Representative (CSR) Portal
Portal Gadgets
Task Bar Home Base Gadget News Reporting Dashboard Interaction Reports Throughput Reports Quality Reports My Work Find Work My Group Find a Contact or Account Enter New Work Task Bar Utilities Gadget Reference Materials Location Finder CTI Toolkit
Interaction Manager
Portal Layouts Customer Service Manager
B-3
Customer Service Manager
Figure B-2. Manager Portal
Portal Gadgets
Task Bar Home Base Gadget Task Bar Gadget My Work in Process Find Work My Group Reassign Work Enter New Work Find a Contact or Account Reference Materials Location Finder CTI Toolkit Reporting Dashboard Interaction Manager Quality Review Management Campaign Management Territory Management Interaction Reports Throughput Reports Quality Reports Utilities Ageing Reports Customer Satisfaction Survey Reports Knowledge Management Reports
Reports
B-4
Sales Representative
Figure B-3. Sales Representative Portal
Portal Gadgets
Task Bar Home Base Gadget News Reporting Dashboard Opportunity Reports Throughput Reports Quality Reports Ageing Reports My Opportunities My Activities Find Work My Group Enter New Work Find a Contact or Account Task Bar Utilities Gadget Reference Materials Location Finder CTI Toolkit
Interaction Manager
Portal Layouts Sales Manager
B-5
Sales Manager
Figure B-4. Sales Manager Portal
Portal Gadgets
Task Bar Home Base Gadget News Reporting Dashboard Territory Management Campaign Management Opportunity Reports Campaign Reports Throughput Reports Quality Reports Ageing Reports Customer Satisfaction Survey Reports Task Bar Interaction Manager Gadget My Opportunities My Activities Find Work My Group Reassign Work Find a Contact or Account Reference Materials Location Finder CTI Toolkit
Reports
Utilities
B-6
Portal Gadgets (continued)

Task Bar Tools Gadget Tracer Lookup Rules Inspector Clipboard Performance Performance Graph Image Catalog Set Locale
Appendix C Contacting Pegasystems

This appendix describes how to contact Pegasystems for the following: Customer support Education services Documentation feedback Office locations
For more information about our company and products, visit our Web site at www.pega.com.
C-2
Pega Customer Process Manager User Guide Contacting Pegasystems
Customer Support
Pegasystems Global Services has a dedicated team of support engineers and product specialists ready to respond with support and consulting services. Pegasystems offers a choice of customer support programs to meet your business requirements. Global Services is committed to working in partnership with our customers to deliver worldclass support and service. To contact Pegasystems, go to www.pega.com.
Education Services
Pegasystems Education department offers a wide range of courses for our customers. For course descriptions and contact information, go to www.pega.com. Courses can be presented at customer sites. Courses are given at these locations: Headquarters in Cambridge, Massachusetts Chicago, Illinois San Francisco, California Reading, United Kingdom Sydney, Australia
Pegasystems Certified Professional Program

The Pegasystems Certified Professional Program is an important part of Education Services. The program provides certification examinations for System Architects on the aspects of PegaRULES Process Commander essential to implementing successful applications. For more information, go to www.pega.com.
Contacting Pegasystems Documentation Feedback
C-3
Pega Developer Network (PDN)

The Pega Developer Network (PDN), located at http://pdn.pega.com, is the primary technical resource area for the Process Commander developer community. The PDN contains a broad range of technical articles including troubleshooting and How-To information and a comprehensive and searchable knowledgebase to help developers speed their application development. The PDN also links directly to the customer support section of pega.com where customers can submit trouble reports and product enhancement requests.
Documentation Feedback
Pegasystems strives to produce high-quality documentation. If you have comments or suggestions, please send us a fax or e-mail with the following information: Document name, version number, and order number (located on the copyright page) Page number Brief description of the problem for example, what instructions are inaccurate, or what information requires clarification
Send faxes to: 617-374-9620, attention Technical Communications. Send e-mail to: docteam@pega.com.
Note: This e-mail address is only for documentation feedback. For a product or
technical question, contact Pegasystems Global Services department.
C-4
Pega Customer Process Manager User Guide Contacting Pegasystems
Office Locations
Pegasystems maintains offices in these locations: Cambridge, Massachusetts (Headquarters) Alpharetta, Georgia Chicago, Illinois Concord, New Hampshire New York, New York Irving, Texas Toronto, Ontario, Canada Melbourne, Australia Sydney, Australia Paris, France Reading, United Kingdom
For more information, contact your Pegasystems Sales Representative or go to http://www.pega.com.
Pega Customer Process Manager User guide Index
I-1
Index
A account address change, 4-5 account composite gadget, 3-14 account owner composite gadget, 3-19 actions Qualify dispute, 4-5 Update contact, 4-10, 4-11, 4-12, 4-16, 4-17, 4-18, 4-85, 4-115, 4-117, 4120, 4-123, 4-130 Update contact communication options, 4-127 ActiveX downloads, 2-4 ad hoc reports, 5-11 add business unit, 4-9 add contact, 4-15 amount formats, 2-18 AppAddContact Visio workflow, A-54 AppContactSearch Visio workflow PegaCA-Work-Interaction class, A-8 AppGetAccount Visio workflow, A-10 AppGetAccountDetails Visio workflow PegaCA-Work-Interaction class, A-11 AppGetBusinessUnit Visio workflow, A-13 AppGetContact Visio workflow, A-12 AppVerifyContact Visio workflow, A-15 attachments, 3-32 adding, 3-41 viewing, 3-32, 3-40 audience, 1-2 B business unit composite gadget, 3-21 C CAAcctContantLinks Visio workflow, A-44 CAAddBusinessUnit Visio workflow, A-50 CAAddressChange Visio workflow, A-23 CACloseOrRetainAccount Visio workflow, A-24 CAComplaintOrCompliment Visio workflow, A-25 CAContactAcctLinks Visio workflow, A-46 CADisputeTransaction Visio workflow, A27 CAGeneralService Visio workflow, A-28 CAGetPresentOffer Visio workflow, A-33 CAInteractionDriver Visio workflow PegaCA-Work-Interaction class, A-19 calendar icon, 2-18 caller verification, 3-5 campaign integration, 1-4 campaign wizard, 3-54 campaigns adding, 3-54 maintaining, 3-62 viewing, 3-61 case adding attachments, 3-41 automatic creation, 3-28 definition, 2-2 manual creation, 3-29 reviewing history, 3-39 reviewing service requests, 3-38 selection, 3-31 service request, 3-35 CASendCorrespondence Visio workflow, A-26 CAUpdateContactCommOption Visio workflow, A-57 close account, 4-20 communicate message, 4-28 complaint/compliment, 4-30 computer telephony integration definition, 2-2 contact
I2
updating, 4-10, 4-11, 4-12, 4-16, 4-17, 4-18, 4-85, 4-115, 4-117, 4-120, 4123, 4-130 contact communication options updating, 4-127 contact composite gadget, 3-17 CTI call handling, 3-27 logging in, 3-24 making a call, 3-27 screen pop, 3-26 customer composite area, 3-13 Customer Process Manager benefits of, 1-3 customer search, 3-3 customer verificatoin, 3-2 D dates calendar icon, 2-18 format, 2-17 locale, 2-17 Diagnostic Issue flow overview, 4-37 disputes qualifying, 4-5 documentation documentation set, 1-7 related documents, 1-7 user guide structure, 1-6 drill-down reports, 5-5 E ending an interaction, 3-23 error message, 2-19 Excel report export, 5-5 F FAQ overview, 4-41 FAQ flow confirm knowledge topic, 4-42
customer process manager inquiries, 4-43 search topics, 4-42 FAQ flow browse topics, 4-41 FAQ flow diagram, 4-44 find work gadget, 3-36 flows. See workflows account address change, 4-5 add business unit, 4-9 add contact, 4-15 close account, 4-20 communicate message, 4-28 complaint/compliment, 4-30 definition, 4-1 general service case, 4-46 handle opportunity, 4-109 interaction, 4-1 material fulfillment, 4-49 modify account links, 4-54 modify business unit link, 4-59, 4-115, 4-117, 4-120 modify contact links, 4-63 open new account, 4-68 opportunity, 4-73 override SLA, 4-81 quick add contact, 4-84 schedule activity, 4-87 send correspondence, 4-90 service, 4-1 statement copy, 4-95 suggested offer, 4-102 transaction dispute, 4-111 update communication option, 4-127 update contact address, 4-115, 4-117, 4-123 update contact name and profile, 4130, 4-131 G gadgets account composite, 3-14
I-3
account owner composite, 3-19 business unit composite, 3-21 contact composite, 3-17 finding work, 3-36 my group, 3-37 my Opportunity, 3-70 my work in progress, 3-35 reporting, 5-2 reporting dashboard, 5-2 reports, 5-3 general service case, 4-46 guided processing, 1-3 H handle opportunity, 4-109 I icons calendar, 2-18 icons and controls, 2-15 interaction management, 1-3 Internet Explorer settings, 2-5 L live interaction caller verification, 3-5 customer search, 3-3 customer verification, 3-2 definition, 2-2 ending, 3-23 location finder, 3-44 logging off, 2-6 logging on, 2-3 M material fulfillment, 4-49 modify account links, 4-54 modify business unit link, 4-59, 4-115, 4117, 4-120 modify contact links, 4-63 multi-channel support, 1-4 my group gadget, 3-37
N named customer registration searching for, 3-63 named customer registrations adding, 3-65 non-live interaction, 3-28 automatic case creation, 3-28 case selection, 3-31 completing, 3-34 customer identification, 3-32 definition, 2-2 manual case creation, 3-29 processing requests, 3-32 O open new account, 4-68 opportunity, 4-73 opportunity processing, 3-69 adding, 3-69 assigning an opportunity, 3-70 my opportunity gadget, 3-70 other processes, 3-7 P passwords changing, 2-5 initial, 2-5 PegaRULES Process Commander, 1-7 Pegasystems, contacting, C-1 portal view home base, 2-7 interaction manager (in process), 2-12 interaction manager (initiate work), 210 process automation, 1-4 processes executing, 3-9 launching, 3-8 other, 3-7 queued, 3-8 standard business process list, 3-10 suggested, 3-7
I4
Q quality reviews overview, 3-47 ratings, 3-49 selecting, 3-47 viewing, 3-51 queued processes, 3-8 quick contact add, 4-84 R red X, 2-19 reference materials, 3-43 reference utilities, 3-43 reporting, 1-5 reports ad hoc, 5-11 create custom, 5-11 dashboard gadget, 5-2 drill-down capabilities, 5-5 Excel export, 5-5 frequently used, 5-7 gadget, 5-3 gadgets, 5-2 wizard, 5-11 researching customer information, 3-42 S sales and management functions campaign management, 3-54 territory management, 3-63 schedule activity, 4-87 screen layout composite area, 3-13 portal views, 2-7 screen pop, 3-26 send correspondence, 4-90 service case, 3-35 processing, 3-6 reviewing case summaries, 3-38 searching for, 3-35 service level definition, 2-2 value-based management, 1-5
SLA override, 4-81 statement copy, 4-95 stencils. See workflows suggested offer, 4-102 suggested processes, 3-7 supervisory functions modifying dialog scripts, 3-45 reassigning work, 3-46 T terminology, 2-2 territory named customer registration, 3-63 territory characteristics registration, 363 territory characteristic registrations adding, 3-68 searching, 3-67 updating, 3-69 viewing, 3-69 transaction dispute, 4-111 U update communication option, 4-127 update contact address, 4-115, 4-117, 4123 update contact name and profile, 4-130, 4-131 user interface, 1-3 utilities location finder, 3-44 reference materials, 3-43 V Visio flows. See workflows visio workflow samples, A-1 W windows floating, 2-15 separate, 2-15 wizards campaign, 3-54
I-5
report, 5-11 workbasket definition, 2-2 reviewing contents, 3-31, 3-37 workflows design shapes, A-5
worklist definition, 2-2 my work in progress, 3-35 reviewing other lists, 3-37 Wrap-Up Process flow diagram, 4-45

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Pega Customer Process Manager User Guide

Copyright 2006 Pegasystems Inc., Cambridge, MA

Chapter 1 Before You Begin

Pega Customer Process Manager User Guide Before You Begin

Who Should Read This Document

Before You Begin Benefits of Pega Customer Process Manager

Benefits of Pega Customer Process Manager

Optimized Interaction Management

Smart Scripting and Guided Next-Step Processing

Context-Sensitive User Interface

Pega Customer Process Manager User Guide Before You Begin

One-and-Done Service Process Automation

Intelligent Sales and Marketing Campaigns

Before You Begin Benefits of Pega Customer Process Manager

Value-Based Service Level Management

Real-Time Analytics and Reporting

Pega Customer Process Manager User Guide Before You Begin

Structure of This Document

Before You Begin Pega Customer Process Manager Documentation Set

Pega Customer Process Manager Documentation Set

Other Informational Resources

Pega Customer Process Manager User Guide Before You Begin

Chapter 2 Getting Started

Pega Customer Process Manager User Guide Getting Started

Understanding These Terms

Getting Started Accessing Pega Customer Process Manager

Accessing Pega Customer Process Manager

Figure 2-1. Logon Window

Pega Customer Process Manager User Guide Getting Started

Automatic ActiveX Downloads

Getting Started Accessing Pega Customer Process Manager

Changing Your Password

To change your password:

Figure 2-3. Operator Profile Full Display

Pega Customer Process Manager User Guide Getting Started

Getting Started Portal Views

Figure 2-5. Home Base View of Portal

Pega Customer Process Manager User Guide Getting Started

Click to access the home base view containing:

Getting Started Portal Views

My Opportunities (not shown in figure)

Click to manage opportunities that are assigned to you.

Figure 2-6. Home Base Gadgets

Pega Customer Process Manager User Guide Getting Started

Interaction Manager (Initiate Work)

Figure 2-7. Interaction Manager View (Initiate Work)

Getting Started Portal Views

My Work in Progress Find Work

My Group Find a Contact or Account Enter New Work

My Opportunities (not shown in figure) My Activities (not shown in figure)

Figure 2-8. Interaction Manager Initiate Work Gadgets

Pega Customer Process Manager User Guide Getting Started

Interaction Manager (In Process)

Figure 2-9. Interaction Manager View (in Process)

Getting Started Portal Views

Gadget Interaction Manager Navigation Panel

Pega Customer Process Manager User Guide Getting Started

Gadget Account Owner

Business Unit (not shown)

Figure 2-10. Interaction Manager Gadgets

Getting Started Understanding Icons and Controls in the User Interface

Understanding Icons and Controls in the User Interface