Customer Service - Start My Day
Hi There,
I am looking for instruction to set up Start My Day in Customer Service.
The best I could find is the Implementation Guide: https://community.pega.com/knowledgebase/documents/pega-customer-service-82-implementation-guide
"To enable the Robot settings icon in the interaction portal, which enables customer servicerepresentatives to launch and log into other production applications, select Enable robotics assisted"Start My Day" in the Robotics section. For more information, see the Robotics product page."
But it doesn't really help.
Where can I find more details on how to implement it? From configuring Robotics in Customer Service to start a sample application.
Cheers, Giovanni
***Moderator Edit-Vidyaranjan: Updated Platform Capability***
Pegasystems Inc.
IN
Hi Giovanni,
You would need to install Robotic Automation Studio in your machine to use the functionality in 'Start My Day'
A robotic process should be created in the studio with names mentioned in 'StartMyDay' local action(SMD_GET_APPS and SMD_START_APPS) to log in to various applications.
Pegasystems Inc.
NZ
Thanks mojjs,
I have Robotics Automation Studio on my machine, I can't find any solution in Studio named 'StartMyDay'.
But even if a solution with a StartMyDay robotic process would be there, how the 'Start my day' button in Customer Service Interaction Portal would know how to invoke my local process?
Cheers, Giovanni
Pegasystems Inc.
IN
Hi Giovanni,
You need to create new processes in Robotic Automation with names SMD_GET_APPS and SMD_START_APPS to login.
In StartMyDay flow action, in Customer Service , We are calling these automation.
To configure the processes, you need to look into this course Pega Robotics System Architect Essentials
Pegasystems Inc.
NZ
Thanks for your advice, I have been busy on other activities, as soon as I have time I'll look at the robotics course and let you know how it goes.
HEXAWARE TECHNOLOGIES LTD.
IN
Hi Vigog, I am having doubt that how the 'Start my day' button in Customer Service Interaction Portal would know how to invoke my local process? Could you please help me with that. Thanks in advance.
Pegasystems Inc.
GB
@vigog , SMD is OOTB to get it to work with the basic functionality you don't need to create any automations in Pega Robot Studio. You need Pega Robot Runtime configured as RDA enabling the local REST service.
To enable Pega Robot Runtime's local REST you need to update RuntimeConfig.xml to update the LocalApiService element like this:
<LocalApiService enabled="true" SSL="true" port="9443" allowedOrigins="*" JWTSecurity="false" PegaServerURL="https://MyPegaServer.com/RobotMgr/prweb" />
In this case I'm using SSL so you need to enable RDA when installing the runtime so the process installs a local certificate to support this. If you don't require SSL just set it to false.
If you're not planning to use a robotic solution you need to configure the runtime to allow that. Update RuntimeConfig.xml element as this <add key="AllowRunWithNoPackage" value="true" />
@vigog , SMD is OOTB to get it to work with the basic functionality you don't need to create any automations in Pega Robot Studio. You need Pega Robot Runtime configured as RDA enabling the local REST service.
To enable Pega Robot Runtime's local REST you need to update RuntimeConfig.xml to update the LocalApiService element like this:
<LocalApiService enabled="true" SSL="true" port="9443" allowedOrigins="*" JWTSecurity="false" PegaServerURL="https://MyPegaServer.com/RobotMgr/prweb" />
In this case I'm using SSL so you need to enable RDA when installing the runtime so the process installs a local certificate to support this. If you don't require SSL just set it to false.
If you're not planning to use a robotic solution you need to configure the runtime to allow that. Update RuntimeConfig.xml element as this <add key="AllowRunWithNoPackage" value="true" />
After this you can verify that the runtime is ready by opening a browser and using the URL http://localhost:9443/api/v1/runtime/IsAvailable adapting the URL to the values you have defined for the Runtime to use i.e. https://localruntime.pega.com:9443/api/v1/runtime/IsAvailable. This should present a message "Is Available" if everything is working fine. If you are not a local administrator on your machine you may need to add privileges to be able to start a process to listen on a port. If you are a local administrator the easiest would be to start the runtime as an administrator.
In Pega Platform you need to set the DSS pegarobotics/runtime/DesktopRoboticsURL to the URL in your local runtime i.e.: http://localhost:9443 or leave as default which will use the localruntime domain in the certificate installed.
With these steps you should be able to invoke and create new configurations on the space. If you see any errors check the browser for CORS errors. If you have these you'll need to create a Content Security Policy (CSP rule) for your application and add the Runtime REST URL as a Connect-Source.
To use predefined applications you need to create a Package using Pega Robot Studio. Add the adapter(s) for the application(s) you want to add to SMD and enable SMD in the adapter's properties. And add the SMD control from the toolbox to the global container of the project solution you are creating. When the Runtime executes this package and is invoked by CS on SMD it will present the adapter(s) as predefined applications for SMD in the space.
Coforge
IN
@AngelHermira the Package we create using Pega Robot Studio should start with "All project started " event right ???
Pegasystems Inc.
GB
@chaitraA8609 , not when integrating with Pega CS. That is for implementations without Pega CS integration.
Coforge
IN
@AngelHermira so what activity i should add in order to start the bot if i have to integrate with Pega CS
Pegasystems Inc.
GB
@chaitraA8609 , you don't need to configure any flow action or robotic activity. Pega CS and Pega Robot Runtime have all it is required to integrate OOTB. You just need to configure the integration as explained above.
Coforge
IN
@AngelHermira if no automation is required what will it execute on runtime???
Pegasystems Inc.
GB
@chaitraA8609 , Runtime has some automations configured OOTB for SMD. You don't need to re-implement these. To get the basic functionality you just need to configure the integration. To have predefined applications you need to create a package with the adapters and set these to SMD plus adding the SMD tool to the global container of the solution.
Updated: 19 Mar 2021 7:10 EDT
Coforge
IN
@AngelHermira ok i have to create one solution and add the adaptor to which i will set the StartMyDay property and make the common config changes as you suggested .
if i am setting start my day in adaptor itself then why i need to add SMD tool in global container?? Coz i am not developing any automation at all.
i have to deploy that solution and run the robot runtime.
is that correct???
Pegasystems Inc.
GB
@chaitraA8609 , yes, you have to add the SMD controller to from Toolbox to the Solution's global container and enable the integration with Pega Platform.