Discussion

Ask the Expert - Case Management & Pega Social for collaboration with Arun Sarada

Join Arun in this month's Ask the Expert session on Case Management & Pega Social for collaboration!

Meet Arun Sarada: Arun Sarada is a Product Manager at Pegasystems and he takes care of Case Management & Pega Social for collaboration. Arun has close to 13 years of experience, out of which 5 years are in product management. It is his passion and love to build great products.

Message from Arun: Hi all! I'm glad and excited to share my learnings and knowledge on Pega Social Collaboration & Case Management.

Ask the Expert Rules

  • This is not a Live Chat - Arun will reply to your questions over the course of this two-week event
  • Questions should be clearly and succinctly expressed
  • Questions should be of interest to many others in the audience
  • Have fun!

Group Tags

Comments

Keep up to date on this post and subscribe to comments

December 6, 2017 - 1:07am

Hi Arun,

I had a few questions on this topic.

If the customer wants to have a chat with the virtual assistant through social media messenger(Lets say FB Messenger) and he wants to open a support ticket or pay his bill or wants to buy any product through the social media messenger itself what would be the best approach on that?

Additionally, if we want to know the sentiments of customers through their social media comments(Lets say he has negative feedback for product A and likes product B) and target their choices(e.g. product B) while offering them products of their choice what would be the best approach be using Pega Marketing, social media and Intelligent Virtual assistant together?

Can we configure the virtual assistant with FB messenger in such a way that the control can be transferred to the CSR if required by the customer or if the customer is continuously having negative interactions with the IVA?

The responses to the above will be very helpful

Thanks and Regards,

Subhajit

Pega
December 6, 2017 - 11:09pm
Response to SubhajitChattopadhya

Hi Subhajit 

If the customer wants to have a chat with the virtual assistant through social media messenger(Lets say FB Messenger) and he wants to open a support ticket or pay his bill or wants to buy any product through the social media messenger itself what would be the best approach on that?

Indeed, we have support for facebook messenger as a channel  provided OOTB from the Pega Platform for such a requirement. Please check https://pdn.pega.com/configuring-facebook-chatbot/configuring-facebook-chatbot for more details. Additionally, the customer sentiments are also captured and option for initiating corresponding actions is made possible.

 

Additionally, if we want to know the sentiments of customers through their social media comments(Lets say he has negative feedback for product A and likes product B) and target their choices(e.g. product B) while offering them products of their choice what would be the best approach be using Pega Marketing, social media and Intelligent Virtual assistant together?

Can we configure the virtual assistant with FB messenger in such a way that the control can be transferred to the CSR if required by the customer or if the customer is continuously having negative interactions with the IVA?

Most of the requirements above are already built and available as part of PEGA CRM ( customer serivce, Sales Automation and Pega Marketing). I would recommend to have a look at it where you get complete customer journey , Intelligent assistance for CSR's to serve the customer better across various channels

 

December 6, 2017 - 11:17pm
Response to ArunSarada

Thank you Arun

December 7, 2017 - 8:19am
Response to ArunSarada

Hi Arun

Is there any approach which is available to use Pega Marketing framework feature based on social media monitoring of the users post .For example based on the users post on his Facebook wall (not on the wall of a particular business Page in facebook).Can Pega Marketing framework be used to provide some offer to the customer? 

Thanks

Pega
December 7, 2017 - 11:51pm
Response to KVenkatesh

Hi Venkatesh,

Indeed !! That's very much possible and all these capabilities are baked in Pega Customer Service. To know more you can walk through  Pega Customer Service Product Overview --> Social Channels

December 8, 2017 - 2:42am
Response to ArunSarada

Hi Arun,

Thanks for the response for my post.But i have a QQ on this topic further. In Pega Customer Service we can monitor when someone posts a complaint etc on a particular Facebook business Page or tag your company name using some hash tag , then the CSR’s can monitor those posts and take necessary actions like creating the case in Pega and resolving them. But in our scenario we need something like to monitor the posts which a user is posting on the wall of his FB account.For Example “Excited on my new job in XYZ company. Looking forward to move to XYZ City ?? “. This post can tell us that the particular user may move to a new city soon. Based on this we need to push some offers in the new city using Pega Marketing. Can you please suggest if there is any way from Pega to monitor the public posts in FB? What frameworks we can use on top of Pega to get this features?

Venkatesh

Mod
December 8, 2017 - 5:52am
Response to KVenkatesh

Hi Venkatesh,

After discussing this internally, we believe that this question is best answered from one of our Pega Marketing SMEs and I see that you do have a post for this. I will work on getting an SME respond to your post: Pega Marketing Framework With Social Media monitoring

However, feel free to continue asking question on Pega Social and Case Management topic :)

Thanks!

Lochana | Community Moderator | Pegasystems Inc.

Pega
December 7, 2017 - 12:23am

Did you know one of the cornerstones of Pega Social is "Pulse"?

Find more details here: Pulse for social collaboration

Let me know if you have any queries around it.

December 7, 2017 - 8:48pm

December 12, 2017 - 10:44am

Hi Arun,

We have an Investigation applicaiton with case type Assessment that is built on Pega7.2. We have another three Onboarding applications which are built on same Pega platform. 
We now have a use case, to embed Assessment case as sub case for cases in Onboarding applications. To achieve this user story, I have changed the Onboarding application to be built on Investigation and I could instantiate the Assessment case successfully. The problem occurs, when we try to close the sub case from Investigation application. I am getting error flowName on pyWorkCover is not found while opening the parent object. 

What should be the best way to achieve this requirement?

Pega
December 14, 2017 - 3:36am

Hi SekarAnbu,

Can you help me understand how did you instantiate Assessment case?

Mod
December 15, 2017 - 8:55am

Thank you to everyone for your questions and thanks to Arun for being a wonderful expert on this Ask the Experts session!

Please continue to create new posts for your questions on Case Management and Pega Social for collaboration.

Lochana | Community Moderator | Pegasystems Inc.