Pega Customer Service for Financial Services

Pega Customer Service for Financial Services

IMPLEMENTATION GUIDE

7.1.4

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Document: Pega Customer Service for Financial Services Implementation Guide

Software Version: 7.1.4

Updated: August 2015

http://www.pega.com/

CONTENTS

About this Document .................................................................................................................... i Intended Audience ................................................................................................................... i Guide Organization .................................................................................................................. i

What is Already Set Up ........................................................................................................... 1-1 System Administrator Account ............................................................................................ 1-1 Application Structure and Ruleset Hierarchy....................................................................... 1-1 Organization Structure ........................................................................................................ 1-3 Operators and Access Groups ............................................................................................ 1-3 Work Classes ...................................................................................................................... 1-4 Work Object Prefixes and Naming Conventions ................................................................. 1-5 Data Classes ....................................................................................................................... 1-6 Dynamic Class Referencing ................................................................................................ 1-6 Data Model.......................................................................................................................... 1-7 Pega Live Data or Data Pages ............................................................................................ 1-9 HTML-5 Readiness ........................................................................................................... 1-13

Extending the Application Structure ........................................................................................ 2-1 About Application Express .................................................................................................. 2-1 Application Express Resources .......................................................................................... 2-1 Creating your New Application ............................................................................................ 2-1

Extending Application Features and Components................................................................... 3-1 What is extending? ............................................................................................................. 3-1 Performing extension tasks ................................................................................................. 3-1 Extension Resources .......................................................................................................... 3-1

This document describes design, structure and processing elements in Pega Customer Service for Financial Services that are ready for you to use to configure, extend, and deploy the application for its initial production use.

Intended Audience This guide is intended to be used by: Business Managers — responsible for evaluating the application and possess a general,

non-technical understanding of its features and capabilities.

Project Managers / Business Analysts — responsible for implementing an application that can be applied to specific business requirements, and ensures compliance and continuous improvement across organizations.

System Architects / Application Developers — responsible for building, maintaining, modifying, and extending the application

System and Database Administrators — responsible for the installation, security, and ongoing operational functions of the framework such as access, tuning, and troubleshooting. These users are presumed to be experienced with system operations.

Guide Organization This guide contains the following sections:

About this Document

Chapter 1: What is Already Set Up Describes the application structure and key components and rules that are already built and available for you to use when it is installed to prepare the application for initial production use.

Chapter 2: Extending the Application Structure

Describes the basic requirements for extending the application structure before configuring your new application.

Chapter 3: Extending Application Features and Components

Describes the recommended approach to extending the application functionality to meet your business needs and provides a list and location of helpful resources including Pega Marketing for Financial Services implementation-specific articles.

Pega Customer Service for Financial Services Implementation Guide i

This chapter describes the defaults and samples that are set up and ready for your use in the Pega Customer Service for Financial Services application when the application is installed. Topics are:

System Administrator Account

Application Structure and Ruleset Hierarchy

Organization Structure

Operators and Access Groups

Work Classes

Work Object Prefixes and Naming Conventions

Data Classes

Dynamic Class Referencing

Data Model

HTML5 Readiness

System Administrator Account The application uses the following Operator ID as the system administrator account. This ID gives you access to all the application functions.

Operator ID: CPMFSSysadmin

Password: install

Application Structure and Ruleset Hierarchy Pega Customer Service for Financial Services is built on the horizontal Customer Service, Financial Services Industry Foundation (FSIF) and PegaRules applications that include decisioning. The application inherits and uses the multi-channel interaction, dialogs, knowledge management and various other features from Customer Service along with the Financial Services data model and Sample data integration layer.

Pega Service Case Manager for Financial Services is an integral part of the architecture. It contains all the service case processes built to support multiple financial services products. The rulesets belonging are added to the Customer Service for Financial Services application ruleset stack so that at run time all the intent tasks are mapped to the service case processes.

The application is named PegaCSFS.

1 What is Already Set Up

Pega Customer Service for Financial Services Implementation Guide 1-1

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Top level rulesets PegaCSFS – primary ruleset for the application; contains the multi-channel interactions

such as phone call, chat, email as well as the 360 degree view of the customer, accounts and relationships.

PegaCPMFSInt – contains rules for integrating the Customer Service for Financial Services with the data model defined in various underlying applications.

PegaFSSCM – contains rules for back office processing including service case processes. The service cases are built in this ruleset.

Built on applications The application is built on Pega Customer Service (CS) and the Financial Service Industry Foundation (FSIF) applications. The application inherits and uses the multi-channel interaction, dialogs, knowledge management and various other features from CPM along with the FSIF data model and sample data integration layer. Additional information about these applications can be found in their own Implementation Guides on PDN.

PegaCSFS – Built on applications: Customer Service, Service Case Manager horizontal, Financial Service Industry Foundation and PegaRules.

PegaFSIF - Built on applications: PegaRequirements, PegaRules. PegaFSIF is the Financial Services Foundation application. It contains sample data, integration methods, Requirements functionality, Document management, integration services for the sample database tables.



Build on application: PegaRules. PegaRequirements is an application built as part of the PegaFSIF application. This application contains Requirements generation and processing functionality and Document management process.

Organization Structure The application is installed with a predefined organization structure. The application uses the default pega.com organization.

You can display the structure from the Designer Studio by selecting the Org & Security > Organization > Organizational Chart menu item.

Operators and Access Groups The application is installed with the following operators and access groups. Operator passwords are set to install.

Operator Access Group Description CPMFSSysadmin CPMFSSysAdmin System Administrator CPMFSManager CPMFSManager Manager CPMFSUser CPMFSUser CSR [email protected] CPMFSManager Retail Banking Manager [email protected] ExperiencedCSR Retail Banking CSR [email protected] CPMFSManager Wealth Contact Center Manager [email protected] CPMFSWBAdvisorManager Wealth Advisor [email protected] CPMFSWBCSR Wealth CSR [email protected] CPMFSCommercialAdvisor Commercial Banker [email protected] CPMFSUser_Commercial Commercial CSR [email protected] CPMFSCollectionsManager Collections Manager


mailto:[email protected]


When service cases are created in the front office and then handed off to the back office for fulfillment the following operators would provide direct access to the back office application, Service Case Manager for Financial Services.

Operator Access Group Description FSSCMSysAdmin FSSCMSysAdmin System Administrator FSSCMManager FSSCMManager Back Office Manager FSSCMUser FSSCMUser Back Office User FSSCMBusUser FSSCMBusUser Default Management Business Architect [email protected] FSSCMManager Manager [email protected] FSSCMUser Back Office User [email protected] FSSCMUser Back Office User

Work Classes The classes in PegaCPMFS-Work contain the application specific work related rules and organize the different types of work required by users. You can view the work class structure from the App explorer by selecting the Inheritance option.



Work Object Prefixes and Naming Conventions Work objects (cases) capture and process information about an individual unit of work. When the user initiates a work object, a predefined model rule populates key property values that directly affect the work object. As work objects progress towards resolution, core property values - such as priority and status - are updated to reflect the current state of processing.

Each work object has a unique property named .pyID that is computed by combining a system assigned number and a prefix, .pyWorkIDPrefix, defined by the work object model. This table lists the prefixes used by the application.

ID Prefix Work Object Class Description

I- PegaCPMFS-Work-Interaction Used for interaction work objects

IS- PegaCPMFS-Work-Interaction-Social Used for Social interaction work objects

RI- PegaCPMFS-Work-Interaction-Research-Account

Used for Research mode interaction for Account

S- PegaFS-SCM-Work Used for all non-interaction customer service work objects

C- PegaCPMFS-Work-Collection Used during the collections process

P- PegaFS-SCM-Work- TakeaPayment Used for creation of TakeaPayment Req - PegaReq-Work-ProcessRequirement Used to validate documents NPSF- CPM-PegaNPS-Survey-Followup Used to follow up NPS survey results NPS- PegaFW-NPS-Survey Used to follow up NPS survey MIT- PegaFS-SCM-Work-Mitigation Used to create loan mitigation object BC- PegaFS-SCM-Work-Mitigation-BankCustom Used for creation of Bank Custom Program DIL- PegaFS-SCM-Work-Mitigation-DeedNLieu Used for creation of DeedNLieu Program FHA2LP- PegaFS-SCM-Work-Mitigation-FHA2LP Used for creation of FHA2LP Program FHAHAMP- PegaFS-SCM-Work-Mitigation-FHAHAMP Used for creation of FHAHAMP Program FHASR- PegaFS-SCM-Work-Mitigation-FHASR Used for creation of FHASR Program HAFADIL- PegaFS-SCM-Work-Mitigation-HAFADeedNLieu Used for creation of HAFADeedNLieu Program HAFASS- PegaFS-SCM-Work-Mitigation-HAFAShortSale Used for creation of HAFAShortSale Program HAM- PegaFS-SCM-Work-Mitigation-HAM Used for creation of HAM Program SLS- PegaFS-SCM-Work-Mitigation-HAM-SLS Used for creation of SLS Program VAHAM- PegaFS-SCM-Work-Mitigation-HAM-VAHAM Used for creation of VAHAM Program HAR- PegaFS-SCM-Work-Mitigation-HAR Used for creation of HAR Program PRA- PegaFS-SCM-Work-Mitigation-PRA Used for creation of PRA Program FRC- PegaFS-SCM-Work-Mitigation-preForeclosure Used for creation of preForeclosure Program RP- PegaFS-SCM-Work-Mitigation-RepaymentPlan Used for creation of RepaymentPlan Program SS- PegaFS-SCM-Work-Mitigation-ShortSale Used for creation of ShortSale Program TwoMP- PegaFS-SCM-Work-Mitigation-TwoMP Used for creation of TwoMP Program UP- PegaFS-SCM-Work-Mitigation-UP Used for creation of UP Program



Data Classes The PegaCPMFS-Data data class contains the rules associated with data in the application.

Dynamic Class Referencing Dynamic Class Referencing has been used in Customer Service for Financial Services to avoid hard coding of class names and allow the customer to have the flexibility to add their own classes that need to be referenced in any rule.

The Customer Service implementation of Dynamic Class Referencing has been documented here: https://pdn.pega.com/documents/pega-customer-service-714-dynamic-class-referencing-implementation-guide.

In Customer Service for Financial Services, has been done by creating the Data page “Declare_CAApplicationSettings” and Data transform “pyDefault” in the newly created class “PegaCPMFS-Admin-ApplicationSetting”. This class extends from Customer Service class PegaCA-Admin-ApplicationSetting.

The data page has the source as the Data transform pyDefault.



For all classes that have been hard coded in the rules, new properties have been created and mapped in the pyDefault data transform.

The call the superclass data transform is checked to allow the pyDefault of Declare_CAApplicationSettings to be called.

Data Model Tables in the PegaRULES Database When the application is installed, the following tables are added to the internal PegaRULES database to manage work data and rules. The schemas for these databases can be viewed and modified via the Database Schema wizard that is launched from the > System > Database > Modify Schema landing page.

Work tables

CPMFS_WORK — Interaction and service work objects

SCM_WORK – Service case work objects

Sample Database Tables for Integration

The application leverages sample data from the Financial Services Industry Foundation application. When it is installed, a number of tables are added to the internal PegaRULES database to manage work data and rules. Below is a sample of the most important tables supporting the various customer and account composite screens as well as service intents.



For those important tables here’s a brief explanation of their purpose

Accounts – There are four account tables for Retail and Commercial Deposits, Credit Cards, Loans, and Wealth and Brokerage.

Customer – Customer data including Commercial Organization data is linked to other tables by the use of cross reference (Xref) tables.

Commercial Accounts – The FSF_SAMPLE_CUSTCUSTXREF table contains the relationships between the Commercial Accounts organization chart.

Household – A household table is currently pre-built for Wealth and Brokerage and allows a set of customer’s assets to be aggregated into a household view.

Transactions – Each account has a specific set of transaction data which is stored in account specific transaction tables.

Beneficiaries – Beneficiaries are associated directly with the Account table

Note: Consult your database administrator to customize and tune the database tables for optimal performance

The architecture of Pega Customer Service for Financial Services is designed to reuse features from underlying applications as well as seamlessly integrate with other Financial Service applications in a Single Stack Approach or through Federated Case Management if on different environments. This approach allows for applications to be spread across environments but act as a single system of truth providing a complete view of the customer with a consistent user experience while leveraging the most up to date features that Pega Platform has to offer.



Pega Live Data or Data Pages A Data Page rule defines the contents of a clipboard page. Data Pages are stand-alone data definitions that contain the metadata which defines sourcing behavior, refresh behavior, and lifetime, with parameters that can be passed in to tailor their use.

Key Features of Data Pages:

Data Pages can have parameters defined on them and can be declaratively instantiated at run-time based solely on the parameters that are being passed to the data page in its reference.

Data Pages can contain multiple Data sources which empower application developers to use the same data page definition in different contexts, controlling source selection as necessary.

A Post load activity on data pages can execute after the data source loads.

Ability to restrict the number of data page instances in memory to 1.

Access to one or more embedded pages within a data page to enhance performance significantly when dealing with larger lists.

Asynchronous loading of Data Pages and support for Polymorphism.

To know more about Data Pages, kindly refer https://pdn.pega.com/data-management/understanding-data-pages

In 71, a number of Data Pages are reused from underlying Financial Services Industry Foundation application and few are created in this application to serve a specific purpose.

Below is the list of Data Pages created in the application:

D_ClientBUFavoritePage

D_CardStatements

D_ClientHHFavoritePage

D_ClientFavoritePage

D_CollectionAccounts

D_ConsolidateWorkList

D_HouseholdMembersAccounts

D_InteractionNotes

D_InteractionSummary

D_InvestmentPositions

D_OpenCollectionAccounts

D_AccountRelationships

D_WorkDetails



D_RetrieveCollectionCases

D_OpenServiceItems

D_ResolvedServiceItems

D_OpenCollectionsSubCases

D_CollectionCases

D_CSWorkDetails

To give a better insight on Data Page Configuration and Customization, the following data pages are explained:

The D_InteractionNotes Data Page of Class PegaCPMFS-Data-Notes is responsible to retrieve Notes from CPMFS_NOTES Database table based on the supplied parameters.

The InteractionNotes Report Definition is configured in the Data Sources Tab to query the CPMFS_Notes Database table and return results that match the criteria passed as parameters to the Data Page.



The Sections CANotesExpanded, NotesSection and NotesSectionByAccount are configured to use D_InteractionNotes Data Page as a Source for Repeating Grid Layout with the necessary parameters.



The D_AccountRelationships Data Page is responsible to retrieve relationships associated with specific account. Account Number and Account Type are specified as parameters.

The GetAccountRelationships Data Transform is configured in the Data sources Tab to retrieve details of each customer associated with the account and to invoke SetIncomeandExpenseDetails Data Transform for each Relationship.

The DisplayPartiesInfo Section of class PegaCPMFS-Data-Customer is configured to use D_AccountRelationships Data Page by passing Account Number and Account Type as parameters.



HTML-5 Readiness This release of the application is fully HTML5 application ready regardless of whether this is a new install or an upgrade from a previous version. The application uses the HTML5 Document Type by default.


This chapter describes how to use the Pega 7 Application Express to extend the Pega Customer Service for Financial Services application structure before you start to configure and extend your implementation.

About Application Express With Application Express you can methodically build a new application structure on top of the Pega Customer Service for Financial Services application with a minimum of technical expertise. You only need to specify a few basic configuration requirements described in this article for your new application and Application Express does the rest.

When complete, the system generates your new application and its structure so you can begin to configure and extend it to meet your business needs.

Application Express Resources Online help and a comprehensive PDN article are available to provide full details about how to use the Application Express.

On the PDN, see the article Create new applications quickly and easily with Application Express

On the Application Express screens, click to display help for the fields and values on each display screen.

Creating your New Application 1. From the Application Menu, select New Application to display the Application Express

starting window.

2 Extending the Application Structure



2. Click Create new application to start the process and display Step 1: Application Settings.



a. In the Application name field, enter the full name of the application as you want it to appear in portals, menus, and forms. The name can contain spaces, and must start with a letter and use only letters, digits, ampersands, underscores, and dash characters. The name defaults into the Short Description on the application form. In this example, the name is MyCoCPM. The name appears in the Description field. Application Express removes the spaces from the full name to create a short name, which serves as a unique application identifier that the system uses for processing, and for naming the application's classes. If the short name exceeds eight characters, Application Express truncates the name to no greater than 10 characters. The abbreviation appears under the Application field.



b. In the Description field, enter a high-level description for the application. The description should describe the application's purpose and its basic design requirements.

c. The Built-on application field displays the application you want to extend. The value defaults to the application you are currently working in — Pega Customer Service For Financial Services 7.14. Keep this value.

d. In the Application Structure field you can choose any options based on the specific implementation however in most new installations you would select Framework and Implementation.

e. The Organization field displays the organization that is associated with the application. By default, it is the one defined in your operator ID. Use this field to define the organization structure if one has not already been setup. In the Configure advanced settings you can customize the Division and Unit names as well.

3. Click the Configure advanced settings link to open the Advanced Configuration dialog. Note that some of the settings you defined in Step 1 appear in this dialog. For example, the short name appears in the Application record name and the Application layer fields.



Check the Generate reusable division records box.

4. Click Save. Click Next> to move to Step 2 — Business Objectives.

Business Objectives default from your built-on application, Customer Process Service for Financial Services 7.13. You can add or remove objectives to align them with your new application.

a. Click Add business objective to add a row and enter a new objective. b. Click X to delete an objective.

After you create your application, you also can update the objectives on the Designer Studio Application Overview landing page.

5. Click Next> to move to Step 3: Case Types.



This step imports the case types in the built-on application or inherited from other built-on applications (excluding PegaRULES). There are two sections to this display.

The built on application which is Customer Process Service for Financial Services 7.1.3

The Other built on Applications

a. In the built on application section, the case types default to checked. Review the list and clear the checks next to the types you do not want to extend to your implementation.

b. In the Additional Built-On Applications section, select the types you want to bring into your implementation layer.



6. Click Next> to move to Step 4 — Data Types.

This step allows you to view and select the data types in the built-on application or those inherited from other built-on applications that you want to reuse. Application Express does not generate new data classes; it creates links between the new applications and the selected data classes.

You can view the data types by expanding each Application in the list but do not clear any of the checkboxes.



7. Click Preview on the display to view the class structure that will be created. The preview displays the names of the organization, division, application, and implementation class layers. The Other section includes access group and access role name data items that will be created for the new application.



8. When you are satisfied with the class structure and are ready to create the application, click Create at the bottom of Step 4 to launch the process. When complete, the Home page opens and displays the Application Overview landing page.



9. Log out of the current session and log back in with the operator created for your new application.

The image below illustrates the App Explorer view of a newly created application.


Once you are familiar with the functions and features installed with the application and you have extended the application structure as described in Chapter 2 of this implementation guide, you are ready to extend other features and components of the application to meet your business needs.

What is extending? Extending is a term used to describe the reuse and/or modification of existing application components, rules, UI, reports, etc. in the application to meet your business needs and apply them to your application and ruleset.

Typically, this means working with your Certified Lead System Architect to decide which assets need to be extended and the extension approach that best suits your needs.

Taking an existing copy that resembles the process and modifying it to meet your needs using the SaveAs action to save it to your application and ruleset.

Creating a new instance.

Performing extension tasks Sign in to the application using the following operator ID or an operator you have created with the same security and access levels.

Operator ID: cpmfssysadmin

Password: install

Extension Resources There are a variety of resources available to you that are designed to guide you through the extension and implementation of your application. These include:

Extension articles for the specific components of the Pega Customer Service for Financial Services application that are typically extended for implementation. These are posted to the application’s product page of the PDN as part of the release documents. The articles are continually updated to reflect the most current information.

PDN — the Pega Discovery Network at www.pdn.pega.com is Pega’s community website that helps Pega project team members successfully implement Pega solutions by allowing them to discover, learn, and share knowledge and best practices.

Pega 7 online help — available on the PDN as well as from landing pages, rules, and other configuration components of the application by selecting the ? Help icon or the Get help action from the Actions menu.

3 Extending Application Features and Components


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Pega Customer Service (CS) 7.1.4 Implementation Guide — located on the PDN, this document describes in detail the major components of the CPM application that are leveraged and inherited by Pega Customer Service for Financial Services.

Service Case Manager for Financial Services 7.1.4 Implementation Guide — located on the PDN, this document describes the back office dashboards and service processes that are also seamlessly integrated to the front office through the Take Action menu within the Interaction.

PegaCALL Configuration and Operations Guides for 7.1.3 for supported CTI platforms — located on the PDN, each guide details how to configure and integrate this feature.

PegaCHAT 7.1.4 Implementation Guide — located on the PDN, this guide describes how to enable and configure this feature.

CPM FS Enablement Site — a public collaboration area of the PegaMesh application open to customers, partners, and pega resources where you can retrieve updated documentation, post questions and suggestions, and stay informed about the changes happening with the application. If you are unable to sign on to the site, follow the directions to create your account. https://mesh.pega.com/community/financialservicesapplicationsenablement/customerservicesuiteenablement


Pega Customer Service for Financial Services

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