Pega Customer Service Developer flashcards
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32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Interaction case type
- The container case type in the CSR portal that represents a customer conversation; service cases are created as child cases under it, and the interaction supplies customer and channel context.
- Party data model
- Pega Customer Service represents customers, organizations, and households as data parties (Data-Party hierarchy); customer data is read through data pages built on these classes rather than from work classes.
- Intent task
- A configuration that maps a customer's stated need (an intent) to the service case type and starting flow that should be launched; intents drive the CSR's guided path in the interaction.
- Service Level rule
- A rule that defines goal and deadline intervals plus escalation actions for a case or stage; it is distinct from Service REST and Service SOAP integration rules despite the shared word 'service'.
- Case-wide vs stage SLA
- A case-wide SLA applies to the entire case lifecycle, while a stage-level SLA applies only while the case is in that stage; both reference goal and deadline intervals and escalation actions.
- Local action
- An action configured on a case type that appears in the Actions menu of an open case; it runs a flow or activity against the current case and is available to the CSR in context.
- Bulk action
- An action configured on a case type that runs against a selected list of cases from a landing page, applying the same processing to each selected case in turn.
- Interaction portal
- The CSR-facing portal in Pega Customer Service; it hosts the interaction case type and provides the customer context, intent selection, and service case handling for live customer contact.
- Back-office portal
- The portal used for work that does not require a live customer channel; it handles follow-up processing of service cases created in the interaction portal.
- Directed inheritance
- The rule resolution mechanism by which a specialized CS case type inherits rules from a parent case type; overrides are placed at the child class so only differing behavior is redefined.
- Cacheable data page
- A data page marked as cacheable whose results are held in memory for reuse; appropriate for stable reference data, not for live customer lookups that must be current.
- Request/response data page
- A data page whose scope is a single request; it is refreshed on each call and is used for live lookups such as fetching a customer's current account balance.
- Child case
- A case created under a parent case; in CS the service case is a child of the interaction case, so resolving the interaction depends on the state of its children.
- Stage transition
- The movement of a case from one stage to the next; stage-level SLAs and stage-only processes are scoped to the stage and stop applying after the transition.
- Customer entity
- The representation of a customer in the party model; CS data pages resolve the customer entity by identifier and expose its attributes to the interaction and service cases.
- Service case type
- A case type that models a specific customer request (for example, a billing dispute); it is launched as a child of the interaction and carries the request-specific data and stages.
- Urgency in SLA
- The computed priority of a case derived from the SLA goal and deadline intervals; it drives the ordering of assignments in the CSR's worklist and the escalation path.
- Escalation action
- The action configured in a Service Level rule that runs when the goal or deadline is missed, such as notifying a supervisor, reassigning the assignment, or raising urgency.
- Guided path
- The sequence of steps the CSR follows in the interaction, driven by the selected intent and the service case's stages and processes; it constrains the available next actions.
- Data page scope
- The lifetime of a data page's cached contents (thread, requestor, or node); choosing the scope determines how long results are reused and when they are refreshed.
- Worklist vs workbasket
- A worklist holds assignments for a specific operator, while a workbasket holds assignments for a group; CS routing decides which one receives a new assignment.
- Skill-based routing
- Routing that matches an assignment to an operator or group based on required skills; in CS this directs service cases to CSRs qualified for the request type.
- Case type inheritance
- The pattern where a specialized CS case type extends a base case type; the base holds shared data, stages, and SLAs, and the child overrides only the differing rules.
- Service REST rule
- An integration rule that exposes or consumes a REST service; it is unrelated to a Service Level rule even though both use the word 'service' in their names.
- Interaction context
- The customer, channel, and intent data established when an interaction starts; child service cases inherit this context so the CSR does not re-enter customer details.
- Report definition data page
- A data page sourced from a report definition; common for CS reference lists such as products or service catalogs, and often marked cacheable.
- Connector data page
- A data page sourced from a connector (REST or SOAP); used for live lookups to back-end systems such as account or order services during an interaction.
- Actions tab
- The case type configuration area where local and bulk actions are defined; local actions surface in the open case's Actions menu, bulk actions on landing pages.
- Goal and deadline
- The two interval settings in a Service Level rule; goal marks the target completion time and deadline marks the latest acceptable time, after which escalation runs.
- Case dependency
- A relationship where a parent case cannot resolve until its child cases resolve; in CS the interaction waits on its service cases before it can be closed.
- Operator ID context
- The signed-in CSR's operator record; it determines the worklist, access group, and portal the CSR sees, and thus which cases and actions are available.
- Access group portal
- The portal assigned through the operator's access group; it decides whether the CSR works in the interaction portal or the back-office portal.