Kept Informed Routine (KIR) - Equivalent in CPM
Hi,
Does PEGA CPM has an equivalent of KIR (Kept Informed Routine) which is used in other CRM Tools like SFDC where an user (CRM) gets notifications to call a customer based on the appointments scheduled on his calendar
Thanks,
Anumohan
Pegasystems Inc.
US
There is an Appointment service intent that allows contact center reps to create a appointment case that will trigger a assignment in their worklist to perform the appropriate call back at a specified SLA. It appears on the Calendar gadget that we've included in the Customer Service for Financial Services application. There are other ways to accomplish this as well.
Pegasystems Inc.
US
Robert is correct, use the Schedule Activity service case to schedule a call/appoinment for a CSR. That should provide the base functionality you're looking for.
Synechron Inc
US
Thank you Robert and Ken for the quick response. Which CPM version has this feature? Is this new or an existing feature?
Pegasystems Inc.
US
This is a capability in any CPM version however it's out of the box in 7.1
Synechron Inc
US
Cool. thanks again Robert!