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 Harjas Bakshi (harjasbakshi)
Infosys
Pega Business Architect
Infosys
BE
harjasbakshi Member since 2017 4 posts
Infosys
Posted: October 8, 2017
Last activity: October 10, 2017
Posted: 8 Oct 2017 3:27 EDT
Last activity: 10 Oct 2017 9:51 EDT
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Is there a functionality in Pega online channel for the customer impersonation?

Apart from the Pega co-browse which should ideally address this need. Is there another functionality in Pega Online Channel which gives CSR/Agents what visibility the customer will have? Please let me know if we can achieve customer impersonation somehow in Pega. Thanks in advance

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Posted: 3 years ago
Posted: 10 Oct 2017 9:51 EDT
James Hall (HALLJ)
PEGA
Lead Product Architect
Pegasystems Inc.
US

Hi Harjas Bakshi,


Many users of Pega would create a set of personas by creating Operator records pointed to fake customer accounts.  Then use these accounts for testing and training purposes.  It is possible to make use of multiple browsers or Chrome's incognito mode to be in the system as two separate users.  Also, you can often launch customer portals as a CSR and step through them.  To most directly help a user through a set of actions, cobrowse offers the most direct form of aid, where you are literally walking through the customer portal as the customer in their portal on their screen.  Depending on your exact requirements, one or more of these solutions could be ideal.


- James