Term
| What are the key differences between CPM and traditional CRM systems (name 3)? |
|
Definition
Wrap and renew
one touch
guided, next step
situation specific
end to end
multi channel |
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Term
| What are the key steps to managing customer interactions? |
|
Definition
Who is the customer
What are their (and our) intentions
Execute
Wrap up |
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Term
| What are the key CPM vocabulary terms? |
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Definition
Contact
account
account owner
interaction
parties
service items/cases |
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Term
| Identify the key work categories? |
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Definition
| Interactions, service items, quality reviews |
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Term
| Identify the primary user roles? |
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Definition
| CSR, CSR Manager, system administrator |
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Term
| What are the key elements of the CPM interaction view? |
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Definition
Interaction thumbnail (who is the customer)
Interaction tabs (toggle between multiple interactions)
Customer composite (what do we know about the customer) |
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Term
| Identify the CPM RuleSet structure |
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Definition
Your site
Vertical CPM
CPM
PRPC |
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Term
| What is the significance of MyCoXXX rulesets |
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Definition
Contains sample scripts, campaigns,a nd knowledge contents
Must be removed from site specific application rules during development |
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Term
| Identify CPM tables w/in the PRPC database |
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Definition
The Customer Process Manager Framework adds the following tables to the PegaRULES database to manage work and rules.
Work tables in the PegaRULES database
■ pca_work - interaction and service work objects
■ pca_index_interactions - index of interaction objects to support fast data retrieval
■ pca_qualityrvw - quality review work objects
Rule and data tables added to the PegaRULES database
■ pa_product - information about your company's products
■ pa_product_type - information about your company's product categories
■ pca_assigned_tip - coaching tip assignments to users and workgroups
■ pca_rule_campaign - campaign rules
■ pca_rule_task - task rules used by the CPM interaction driver
■ pca_slaoverride - service level overrides set for individual customers
PegaCALL tables added to the PegaRULES database
■ pa_CTI_CALL - call data from the telephony environment
■ pa_CTI_IVRDATA - additional call data that is not attached to the call |
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Term
| Describe key CPM work classes |
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Definition
The PegaCA-Work class inherits from:
■ PegaApp-Work which inherits from
■ Work- class.
Note: PegaCA-Work, Interaction, and Quality Review are class groups. |
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Term
| Describe key CPM data classes |
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Definition
The Classes in PegaCA-Interface and PegaCA-Party contain the CPM specific rules associated with data (Figure 2-4).
The PegaCA-Interface class inherits from:
■ PegaApp-Interface which inherits from
■ PegaApp- which inherits from
· @baseclass
The PegaCA-Party- class inherits from:
■ PegaApp-IParty which inherits from
■ Data-Party |
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Term
| What is the purpose and function of the CPM sample database |
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Definition
| provides a jump start to implementations by providing sample data to see come functionality |
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Term
| What are the CPM work prefixes? |
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Definition
I - Interaction
S - service case
K - knowledge content update requests
Q - quality review case
QM - quality review work selection
pxcpmA - CPM Process accelerator |
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Term
| What is the CPM clipboard structure |
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Definition
| Classic: each portal tab has a separate thread. The threads allow a requestor to hafe separate clipboard page name spaces that do not interact with each other. Threads manage data storage. |
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Term
| How do you access landing pages |
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Definition
| Access via the Pega button |
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Term
| What are the landing pages |
|
Definition
Interactions
Service cases
customer experience
customer data management
dialog management
knowledge management
quality mgt & coaching
user experience |
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Term
| What are the common landing page controls |
|
Definition
Interactions
Service cases
customer experience
customer data management
dialog management
knowledge management
quality mgt & coaching
user experience |
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Term
| What are the key steps within a CPM interaction process |
|
Definition
log
cancel
return to interaction driver |
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Term
| How do you configure the CPM interaction driver |
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Definition
| CPM Interaction Tasks landing page. Use Intent When rules to control suggested tasks. Intent Task rules control which tasks appear in which categories. Interaction Driver rule controls which categories appear. |
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Term
| How do you configure suggested processes |
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Definition
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Term
| Describe the interaction best practices |
|
Definition
make categories conditional
use priviliges to filter tasks
use task categories to segregate
use to make system "smart"
base interactions on what the best CSRs do |
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Term
| T/F Can you conditionally show intent tasks? |
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Definition
| Yes. Based on IntentWhen rules |
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Term
| T/F Can you conditionally show intent tasks based on customer data vs. CSR's priviliges? |
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Definition
| F - IntentWhen + IntentTasks promote suggested processes. CSR priviliges restrict CRS from accessing the task. |
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Term
| T/F Can CPM support web self-service interactions? |
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Definition
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Term
| What causes a process to be a suggested process? |
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Definition
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Term
| What types of suggested processes can be configured in CPM? |
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Definition
| Case match, event, adaptive, general |
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Term
| Desc and ID CPM service processes |
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Definition
Start with an interaction
all create a separate work item |
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Term
| what's used to configure service processes? |
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Definition
| CPM's Service Process Accelerator (SPA) |
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Term
| What are the common elements of CPM service processes? |
|
Definition
log
cancel
return to interaction driver |
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Term
| T/F Not all processes require a service level in CPM. |
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Definition
| F - all processes require a service level in CPM |
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Term
| What are the service process best practices? |
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Definition
Design from the customer's experience
typcal productivity goals include reducing avg handle time an dtreaining time
if an inquiry function needs to be recorded or uses multiple elements of composite data, consider making it a process |
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Term
| Can a CPM service process be a cover? |
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Definition
|
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Term
| Can service processes created in other PRPC systems be used as CPM service processes? |
|
Definition
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Term
| Describe the two methods of dialog management |
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Definition
| flow action based, assignment based |
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Term
| How do you configure dialog scripts? |
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Definition
| CPM configuration tools wizard |
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Term
| What are the best practices for creating and administering dialog? |
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Definition
what to say, not what to do
reference customer info to personalize
keep it short |
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Term
| Describe the function of the CPM composite |
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Definition
| provides information about the customer |
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Term
| What are the best practices for configuring CPM Composite? |
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Definition
if needed <80%, collapse
make composite tabs conditional
if lots of time in composite, flows are inadequate
not for data update or processing
defer loading for performance |
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Term
| What composite data displays post-interaction? |
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Definition
Classic: copy CAComposite harness into your app and edit
Tabbed: Customer Data Management landing page. Each tab has a separate harness. |
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Term
| Should you move all the composite pages onto the pyWorkPage of the interaction object to simplify the clipboard page structure? |
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Definition
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Term
| How is CPM composite data populated and organized? |
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Definition
| Displayed during customer interactions. Organized into tabs that display conditionally |
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Term
| How do you configure the CPM composite? |
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Definition
Classic: copy CAComposite harness into your app and edit
Tabbed: Customer Data Management landing page. Each tab has a separate harness. |
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Term
| What kinds of data are presented in the CPM portal search? |
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Definition
external data
knowledge content
cases |
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Term
| What search function technology is leveraged for CPM port al search? |
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Definition
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Term
| How do you ensure that CPM portal search cases are returned? |
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Definition
| Datasource must be configured on Search tab--check Use In Portal Search box |
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Term
| What are the navigation methods available in CPM? |
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Definition
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Term
| What is the difference between tabbed and classic navigation? |
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Definition
* Process selection categories are on the left (suggestions, ToDo, Other)
* Concurrent service requests are allowed--each new process selected opens a new tab |
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Term
| Can CPM be configured to prevent end users from selecting their navigation method preferences? |
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Definition
| Yes. By default, users can choose tier own navigation method. |
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Term
| How do users choose navigation methods? |
|
Definition
|
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Term
| Can CPM be configured to automatically choose the navigation method? Provide examples… |
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Definition
| Yes. i.e. by user workgroup or by telephony queue |
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Term
| T/F In tabbed navigation each portal tab has a separate thread |
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Definition
| F Each portal tab AND each process have a separate thread |
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Term
| Which CPM components are NOT reused between classic and tabbed navigation? |
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Definition
Interaction driver options
Customer composite configuration
Initial and secondary interaction greeting dialogs |
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Term
| T/F In tabbed navigation, each tab is in a separate harness |
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Definition
| T In tabbed navigation, each tab of the composite has a separate harness. The harnesses can reuse the same sections as the classic composite. |
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Term
| What advantage is there in using the CPM Customer case portal? |
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Definition
| The portal is designed for users that need access to data and to perform service requests, but do not handle interactions. Therefore, the tables for Home, General Work, and Interactions are omitted. |
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Term
| Can you limit the number of tabs displayed in the CPM portal? |
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Definition
| Yes. Via the CPM PortalGadge advanced parameters to control whether interaction tabs are fixed size and the max number of tabs. |
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Term
|
Definition
| No. Users can select from existing themes via Preferences |
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Term
| How are new UI themes created? |
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Definition
| via the Experience landing page |
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Term
| What is the benefit of interaction goal processing? |
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Definition
Eliminates need to train for special handling
Eliminates need to setup special routing groups
Automatically analyzes customer an situation to determine intended goal |
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Term
| How do you configure interaction goal processing? |
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Definition
| Modify the decision tables (determineinteractiongoal and circumstance rules to veary by the interaction goal |
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Term
| What is the customer experience blueprint? |
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Definition
| helps you visualize the rules that make up different customer experiences. The blueprint shows rules defined for each interaction goal. Drill-down features let users explore rules by category (Communicate, Process, Decide, and Monitor) or by type. |
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Term
| Describe a key smart interaction management feature |
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Definition
| System generated priority notes. They can alert the CSR about important customer info. Configured via decision rules |
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Term
| How can you use knowledge content within CPM? |
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Definition
Direct association
suggest via rules
search |
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Term
| What is the primary method of delivering knowledge management content? |
|
Definition
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Term
| Can external knowledge content be leveraged in CPM? |
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Definition
| Yes. Content can be both authored w/in the application and linked from external sources |
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Term
| Where can users go to access knowledge content? |
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Definition
| linked to individual process screens used as part of FAQ and materials fulfillment processes accessed via portal search |
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Term
| How do users know there's knowledge content from/for a particular screen? |
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Definition
| Question mark icon appears next to flow action |
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Term
| What types of content can be leveraged as knowledge management content in come |
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Definition
| Pointers to URL, file, integration activity |
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Term
| What controls the "name" of the knowledge content rule? |
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Definition
| The short description--short description must be unique since it's used as reference when … |
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Term
| Can additional KM categories be defined? |
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Definition
| Yes, by adding a field value instance |
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Term
| Can KM content be delivered only to internal resources? |
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Definition
| Yes. KM content can be created and flagged as "internal." Can have single KM content with both internal and external content |
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Term
| how is new KM content created? |
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Definition
| via the CPM Configuration Wizard |
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Term
| What must be true for a user to be able to create KM content |
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Definition
| User must have AssignKnowedgeContent privilege |
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Term
| How do you associate KM content to screens via suggestions? |
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Definition
| configure criteria tab of knowledge content rule to specify conditions under which content is suggested |
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Term
| Can end users update knowledge content? |
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Definition
| Yes, but only if they have AssignKnowedgeContent privilege--if not, they can still rate content and suggest changes to content and use chat with expert function |
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Term
| What are the knowledge management best practices? |
|
Definition
Should be specific to the process step, customer, and CSR
Keep content in a separate ruleset to allow users to create and associate content in a production system |
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Term
| What are the key documents for referencing more information on CPM? |
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Definition
CPM User Guide
CPM Implementation guide |
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|
Term
| What are campaigns and offers used for? |
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Definition
| Campaigns are created to sell/cross sell products and promotions to contacts during interactions as offers |
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Term
| Where are campaigns (or suggested offers) presented in CPM |
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Definition
| they will show for active campaigns that he customer is eligible for in the Todo list |
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Term
| How can users identify a suggested offer in their todo list? |
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Definition
| It's presented with a "target" icon |
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Term
| what's the relationship between campaigns and offers? |
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Definition
| manager sets up a campaign and saves it with an intent when rule to determine eligibility. When the CSR makes the presentation o of the campaign to the customer, they're making an "offer" the campaign is what's built--the offer is what's presented |
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Term
| What workflow is initiated when an offer is selected from eh todo? |
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Definition
| The Opportunity process flow |
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Term
| What are the key steps for configuring co\campaigns? |
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Definition
Enter rule data
enter campaign data
enter campaign criteria
enter scripts
save campaign
view summary |
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Term
| When establishing campaign criteria may multiple criteria be created? |
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Definition
| Yes. If multiple intents are specified they are evaluated with an OR condition |
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Term
| T/F Multiple campaign criteria is evaluated with an AND condition |
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Definition
| F - If multiple intents are specified they are evaluated with an OR condition |
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Term
| What kind of campaign scripts may be defined? |
|
Definition
| both offer scripts and objection scripts |
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Term
| T/F Once created campaigns are immediately active |
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Definition
| F - Not necessarily. Campaigns may be marked as either available or not available to make them active |
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Term
| T/F Campaigns must be created via the campaign wizard |
|
Definition
| F - they can be created via wizard OR via designer studio |
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Term
| What is the Opportunity flow leveraged by campaign rules? |
|
Definition
|
|
Term
| What are satisfaction surveys used for? |
|
Definition
| gauge customer satisfaction |
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|
Term
| How are surveys distributed? |
|
Definition
| Sent to clients via email |
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Term
| What happens upon receipt of survey responses? |
|
Definition
| Surveys are scored, rated and can be remediated via workflow |
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Term
| How are satisfaction surveys processed? |
|
Definition
During wrap up, intent when is evaluated
if yes, survey started
CPM determines which survey
DWA assignment created and email sent
On response, survey scored and rated
May be routed to a workbasket for review |
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|
Term
| How is survey feedback monitored? |
|
Definition
| via Manager portal, analytics, satisfaction survey and NPI reports |
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Term
| T/F can you control which interactions receive surveys |
|
Definition
| T - Yes. Use intent when instances for satisfaction survey intent tasks |
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Term
| Can you establish multiple satisfaction surveys for use in CPM? |
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Definition
| Yes. You can configure which survey form is used via the decision tree CADetermineSatisfactionSurvey to determine which rule form should be used |
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Term
| How are net promoter scores determined? |
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Definition
| Calculated based on responses to "would you recommend us to a friend?" |
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|
Term
| What's the significance of "moments of truth?" |
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Definition
| the customer experience map provides a visualization of customer "moments of truth" which compare satisfaction scores with company goals for interaction reasons |
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Term
| Describe the flow of work prefix types within the survey management flow |
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Definition
Start quality review process (QM-)
identify work for review (from S-)
select work for review (S- linked to Q-)
work routed to workbasket (Q-) |
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Term
| What are the channel technologies? |
|
Definition
| Refers to how we receive contact from clients. Done via PegaCall and PegaChat |
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|
Term
|
Definition
| A product to integrate with telephone platform |
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Term
| What are the PegaCALL benefits? |
|
Definition
CTI screen pops
streamlined customer identification and verification
desktop telephony controls
workflow based telephony events |
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Term
|
Definition
| customer telephony integration |
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|
Term
| What are some telephony solutions that can be integrated into PegaCALL architecture? |
|
Definition
| Cisco, Aspect, CT-Connect, Genesys, and Avaya |
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Term
| Is PegaCALL imbedded technology for CPM? |
|
Definition
| No. It may be used independently and CPM may be used without it. It's an add-on, costed feature. |
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Term
| what is the difference between an intent task and a service process? |
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Definition
| Intentn tasks are pointers to service processes/worktypes. Can be categorized an any way that makes sense otthe business. A single task can appear in more than one category even thought it will start the same service process/work types |
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