cpm interactions e-learning course transcript
TRANSCRIPT
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7/29/2019 CPM Interactions E-Learning Course Transcript
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CustomerProcessManagerInteractions
eLearningCourseTranscript
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Copyright 2008
Pegasystems Inc., Cambridge, MA
Allrightsreserved.
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of
Pegasystems
Inc.
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commitmenttoofferordelivertheproductsorservicesdescribed.
ThisdocumentmayincludereferencestoPegasystemsproductfeaturesthathavenotbeen
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Updated:March14,2008
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Contents
Introduction to Customer Process Manager ........................................................................................ 1
CPM CSR Portal Overv iew ...................................................................................................................... 1
CPM Live In terac tions ............................................................................................................................. 3
CPM Non-Live Interactions ..................................................................................................................... 5
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IntroductiontoCustomerProcessManager
CustomerProcessManager(CPM)isaprebuiltprocessorientedcontactcenter
applicationfor
managing
and
automating
customer
service
across
multiple
customertouchpoints. Therearecurrentlyfourdifferentversionsorflavors
availablefromPegasystems.
Threeverticalversionsforindustryspecificimplementationinclude:
1. CPMforCreditCard
2. CPMforHealthcare
3. CPMforInsurance
PegasystemsalsodeliversahorizontalcrossindustryversionofCPM. Wewill
beusing
the
cross
industry
horizontal
version
in
this
course.
IwilldemonstratehowtonavigatewithinCPMandhowtousetwokey
capabilitiesofCPM: liveandnonliveinteractions.
CPMCSRPortalOverview
Introduction
Logginginto
CPM
is
just
like
logging
into
any
other
PRPC
application.
Based
on
theusersrole,CPMdisplaystheappropriateportal.
StandardCPMrolessupportorganizationalfunctions. LikeallPRPCroles,these
arecustomizabletomorecloselymatchthecompanysrolesand
responsibilities.
Role Description
Customer Service Representative (CSR) Acts as the point person of contact
Supervisor/Manager Ensures service availability and quality
Sales Representative Sells products to selected customers
Sales Manager Sets up and maintains territories and the sales campaigns available in
each territory
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2 Customer Process Manager - Interactions
PortalOverviewDemonstration
LoginandCACSRPortal
CurrentUser
Toolbar/Workspace/NavigationPanel/TaskBars
DashboardTask
Bar
ReportingGadgets
AnalyticsTaskbar
Interaction
Throughput
Quality
InteractionManagerTaskBar
MyWorkinProgressdisplaystheoperatorsWorklist
Find
Work
allows
the
operator
to
search
for
work
specific
work
MyGroupallowstheoperatoraccesstootheroperatorsworklistsand
workbasketcontents
EnterNewWorkenablesyoutocreatenewworkbasedoninbound
correspondence.Thisisalsocalledanonliveinteraction.
FindaContactorAccountthisgadgetpresentsvariouswaysof
searchingforaccountandcustomerinteraction. Thisgadgetalsoallows
theoperatortoinitiatealiveinteractionaswellasperformcustomer
research.
ManagerPortal
Dashboardalsoknownasthehomebase
Morestandardreportsareavailabletothemanager,suchasaging,
customersatisfactionsurvey,andknowledgemanagementreports
ManagerToolsTaskbar
QualityReview
CampaignManagement
TerritoryManagement
Thetoolbarenablesmanagerstoutilizethesamefeaturesavailableto
theCSR
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Customer Process Manager - Interactions 3
CPMLiveInteractions
Introduction
The
CPM
term
Interaction
represents
the
communication
between
a
customer
orcontactandthecontactcenter.
TwotypesofinteractionsexistinCPM:
1. Liveinteractions suchasphonecalls,webchats,customerwalkinsor
anyrealtimeservicerequest,andCTI,orComputerTelephony
Integration. Thesecapabilitiesareoftenusedtoallowthecallcenterto
receiveandinitiateliveinteractions.
2. NonliveinteractionsThoseactionsperformedafterthefact. Aletter,
emailorfaxreceivedallmightresultinacasebeingcreatedareexamples
ofnon
live
interactions.
WhentheCSRisinteractinginrealtimewiththecontact,aliveinteractionis
initiated. CPMthencreatesaninteractioncasewithacasenumberorWorkID
torecordalltheactivitiesandservicecasesthatresultfromthelivecustomer
interaction. ExperiencedSystemArchitectsshouldnotethatrequestsforwork
(cases)createdasaresultofthisinteractionaresimplynotedorreferencedin
theoriginatinginteractionobject. Theinteractioncaseandallservicecases
resultingfromtheinteractionareworkobjectsofthesametier,inheritingfrom
thesamepatternparentclass(ClassGroup).
CreatingaLive
Interaction
Demonstration
Tocreatealiveinteraction:
1. ClickontheInteractionManagertaskbar
2. ExpandtheFindaContactorAccountgadget
3. ClickontheInteractwithaCustomerlink
4. TheCSRreadsthedialogpromptscriptrequestingcustomerdetails. In
thiscaseitreads
5. TheTakeActionselectionboxisthenusedtodeterminethetypeofsearch
tobe
performed
6. TheCSRenterstheappropriatesearchcriteriaandclicksSubmit. Inthis
case,weresearchingforanaccountnumber.
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4 Customer Process Manager - Interactions
IdentifyingandVerifyingtheCustomerDemonstration
Atthispoint,youmayneedtoselectaparticularcontactassociatedwiththis
account,oryoumayneedtoverifythecustomeranddeterminetheirroleand
authorization.
1. Usingthedialogpromptasaguide,confirmwhoyouarespeakingto,such
as
2. SelecttheappropriatecontactandclickSubmit.
3. Again,usingthedialogpromptasaguide,verifythecustomer. Inorder
to
4. SelectthequestionansweredcorrectlyandclickSubmit.
TypesofProcessingServiceRequests
CPMInteractionViewdisplayspertinentinformationaboutthecustomer
CompositeInformation
Area
displays
tabular
view
of
customer
informationderivedfromCPMdatabase,aswellasdataretrievedfrom
externalsystems. Youhavetheabilitytocollapse,maximize,orrefreshthe
screenasnecessary.
CPMInteractionDriverpresentsaselectionofbusinessprocessesin
responsetothecallersservicerequest
Additionalprocessesmaybeaddedduringtheinteraction. Byselectingthe
category,thelistofavailableprocessesforthatcategoryappears:
By
clicking
one
or
more
of
the
Suggested
Processes
or
Other
Processes
on
theleft,theyareaddedtotheQueuedProcesseslistontheright.
DoubleclickingorselectingaqueuedprocessandselectingtheStart
Processbuttoninitiatesthequeuedprocessflow.
Onceaprocessiscomplete,CPMreturnsyoutotheinteractiondriver.
WrapUpisalwaysthefinalqueuedprocess.
ItisqueuedautomaticallybyCPM
TheWrapUpprocessisusefulforcapturingthecustomerdispositionat
theendofaliveinteraction. Youalsohavetheopportunitytoaddany
comments
regarding
the
interaction.
Finally,
click
Submit
to
end
the
interaction.
Onceyouaredonewiththeinteraction,youarereturnedtotheMy
WorkinProgressontheinteractionmanager,orifconnectedthrough
CTIwouldbringupthenextcall.
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Customer Process Manager - Interactions 5
CPMNonLiveInteractions
Introduction
Non
live
interactions
are
those
actions
performed
after
the
fact.
A
letter,
emailorfaxreceivedmightresultinacasebeingcreatedandareexamplesof
nonliveinteractions.
Therearetwomethodsofcreatingacaseviaanonliveinteraction:
1. AutomaticCaseCreationCPMmayautomaticallycreatenonlive
interactioncasesfor:
Inboundemails
Incomingfaxes
Incomingmail(processedthroughanimagingsystem)
2. ManualCaseCreationYoumaychoosetomanuallycreateinteractions.
Oneormorecases(serviceitems)arecreatedasaresultofaninteraction.
Someexamplesare:
Addresschange
Billinginquiry
Claim
Technicalsupportrequest
ManuallyCreatingaCaseDemonstration
Tocreateacasemanually,performthefollowingsteps:
1. SelecttheInteractionManagertab.
2. ExpandtheEnterNewWorkgadget.
3. ClicktheCreateInboundCorrespondenceCaselink.
4. SelecttheDateReceivedandtheChannelType,suchasMailforletter.
5. Associatethedocumentwithanaccountorcontact.
6.Enter
the
Document
Description.
7. PositionthedocumentinthescannerandclickScanDocument. Typically,
atthispointthescannerapplicationwouldbeavailable.
8. Oncetheletterisscanned,clickCreateCase.
9. ReviewtheinformationthatwasscannedandclickConfirm.