Posted: 6 Sep 2016 21:23 EDT Last activity: 30 Nov 2016 9:47 EST
Customer Service Implementation
we have a custom pega application for our backoffice ( ie no pega frameworks ) . we now want to implement Cust Service for Insurance as our front end call center application . there are a subset of users that will play both front office csr role aswell as backoffice processing associate. we are wondering if we should implement cust service as a seperate application on the same db as backoffice application and take advantage of common tables vs installing a seperate instance with seperate db and communication b/w the systems thru rest services etc. ours is not a big implementation , so wondering if there are any suggestions and points to consider .
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Posted: 5 years ago
Posted: 7 Sep 2016 15:30 EDT
Amit Patel (Amit_Patel)
Director, Customer Service Engineering
Hi there, you should certainly be able to implement the Pega CSI application on the same server and database. Please make sure that the version of Pega CSI application that you install is supported by the version of PRPC that you already have. That would be the only thing I can think of in terms of gotchas. Other than that, Pega CSI will have separate tables for its work items and the custom rule types. Any other rules will be added to the existing rules tables, but given their own ruleset and version, will resolve correctly at runtime.
Posted: 5 years ago
Posted: 7 Sep 2016 16:12 EDT
Ravi Prakash Reddy (REDDR3)
Sr. Architect, CRM, Customer Service
1. You need to analyze how much is there in existing application to re-use interms of your Data layer etc.
2. Customer Service Applications would create cases and some of these cases would required to processing from back office (which you already have this system in place). See if you can reusability from thr. BackOffice work will always be there in any orgaization. You need to plan in such a way that backoffice and front office application works together.
3. Just FYI...if you haven't explored this new feature in Pega Customer Service- "If you have a business processes/casees created in some pega application(other than CPM/PegaCS), Starting with Pega CPM 714, it will give you the capability to use existing cases (by adding rulesets and doing few more steps) work with Pega Customer Service Application. You need to analyze are there are existing cases that you can expose directly in front office.
4. Which version of Pega You are using? And, which version of Pega7 and CPM (PegaCS) you are planning to use? This will help you much more.