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Pega Fulfillment Control Center 7.14 Product Overview i

PEGA FULFILLEMENT CONTROL CENTER

Product Overview 2.16.16 Version 2

Pega Fulfillment Control Center 7.14 Product Overview ii

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Document: Pega Fulfillment Control Center Overview

Software Version: 7.14

Updated: January 06, 2016

Pega Fulfillment Control Center 7.14 Product Overview iii

Table of Contents

Product Overview ............................................................................................ 1 Who benefits from FCC? ............................................................................... 1

High-Level Functionality ................................................................................. 1

FCC Fulfillment Cases ........................................................................... 1

Order Actions & Order Item Actions .................................................. 2

Technical Catalog ................................................................................. 3

Customer Order Injector .............................................................................. 4

Data Model ....................................................................................................... 4

Systems/Environment ....................................................................................... 6

Case Management ................................................................................ 6

Visual Workflow .................................................................................... 6

Legacy System Integration .................................................................. 6

Situational Layer Cake......................................................................... 6

Multiple Language Packs* ................................................................... 7

Operators, Work Groups, Queues and Parties ............................................. 7

Operators ..................................................................................................... 7

Work Groups and Work Queues .................................................................. 8

User Interface, Portal views and Reports ........................................................ 8

Operator Portals .......................................................................................... 8

Admin Portals ............................................................................................. 11 Customer Order Reports ............................................................................. 11

Pega Fulfillment Control Center 7.14 Product Overview 1

Product Overview Built for communications organizations, Pega Fulfillment Control Center for Communications (FCC) provides a rich set of functionality to Operations organizations to manage order fulfillment. Managing the order to activate process for consumer and enterprise services requires human work, automated work, and 3rd party integration.

Key ordering capabilities include

• Order orchestration

• Order validation

• Order decomposition

• Order augmentation

• Order lifecycle management

Key business process capabilities include

• Workflow management

• Task management

• Status management

• SLA management

• Fallout management

• Analytics

The platform is open to support integrations to systems such as inventory, provisioning and billing. The application supports operational users that directly engage in the order fulfillment process.

Administrators can define fulfillment plans with an easy-to-use interface including order cases, point of no return, revision rules, order actions, and order dependencies. FCC also has dashboards and portals for front office users, customers, and managers to drive accurate and timely delivery and thereby ensure a great customer experience at a lower cost.

Who benefits from FCC? FCC is utilized by Communication Service Providers (CSPs) who face challenges in decomposing and fulfilling complex orders, and who need to do the following:

Quickly launch new products

Manage order fulfillment complexity

Provide visibility of the fulfillment stages and accountability


Manage fulfillment processes to deliver the services quicker and faster

Manage order changes and amendments

Fulfillment Control Center (FCC) offers an innovative, agile approach for managing order fulfillment complexity, and for providing improved operational efficiency and a superior customer experience. Benefits include:

Reduced order fallout

Decomposition and fulfillment of products based on product type and order actions

Reduced operational costs with straight-through processing

Rapid ROI due to prepackaged reporting and order visibility

Ability to configure orchestration of complex order fulfillment processes

Quick access to a snapshot of top orders, problem orders, and orders in stages, categorized by order status

Capability to define custom action at the order level and order item level

Ability to define custom fulfillment plans for order fulfillment

Ability to define dependencies between fulfillment cases within a fulfillment plan

Ability to define Point of No Return for the order fulfillment process which can be customized for customer type


High-Level Functionality Pega’s Fulfillment Control Center for Communications supports the order to activate processes required by Communications Service Providers (CSPs). Today’s Communications Industry requires fulfillment of highly complex products and bundles. FCC was designed with this complexity in mind. FCC comes pre-configured with a key set of functionality, OOTB flows, service level agreements (SLA’s), and user interfaces.

The high-level functionality included in the application includes: Fulfillment Cases, Order Actions, Order Item Actions, a Technical Catalog and an Order Injector.

FCC Fulfillment Cases OOTB FCC includes many pre-configured fulfillment cases. These cases support a Product-Service-Resource structure present in many CSPs. These are realized in FCC as Customer Orders, Product Orders and Resource Orders. OOTB cases are pre-configured for Business VoIP, Smart Phone, Ethernet Access, Ethernet, Layer 1 Network Access and Layer 2 & 3 Device.

All Fulfillment Cases have been designed in a way that they are easily extendable to meet implementation specific requirements. Additional cases are can be added using the Pega Case Management capabilities.


Order Actions & Order Item Actions CSPs requirement fulfillment systems that support a full range of order operations at the order level and order item level. These operations are frequently referred to as Move, Add, Change and Disconnect (also referred to as MACD). CSPs also require in-flight operations such as amending or canceling orders that are in-flight (or currently being processed). OOTB FCC supports both MACD and in-flight operations. All order and order item actions are easily configured and managed in the FCC Developer Portal covered in the User Interface, Portal Views and Reports section of this document.

• Order Action determines the action at the Customer Order level. There are two types of Order Actions – New and In-Flight. New Order Actions imply that the order is newly created for adding new products and services or managing existing products and services of a customer. In-Flight Order Actions imply that an order which is in progress needs changes. The following Order Actions have been defined out of the box. Additional Order Actions can be created as needed.

Order Action Description Supported Order Item Actions

ADD Add new product or service ADD

DISCONNECT Disconnect existing product or service DISCONNECT

MOVE Move existing products or services to new locations

ADD, DISCONNECT, KEEP

CHANGE Change existing products or services ADD, DISCONNECT, ADD-UPGRADE, DISCONNECT-UPGRADE, KEEP

AMEND Amend In-flight Order ADD, CANCEL, CHANGE, KEEP

CANCEL Cancel In-flight Order CANCEL

• Order Item Action determines the action to be taken on the line item of a Customer Order. The

following Order Items Actions have been defined out of the box. Additional Order Item Actions can be created as needed.

Order Item Action Description

ADD Add new product or service

CANCEL Cancel existing line item in an inflight order

DISCONNECT Disconnect existing product or service


Order Item Action Description

ADD-UPGRADE ADD-UPGRADE is same as ADD but it goes along with

DISCONNECT-UPGRADE of an existing service in an order

DISCONNECT-UPGRADE Disconnects the existing service for upgrade. It goes along with

ADD-UPGRADE

CHANGE Change existing line item or activated product or service

KEEP No change to existing line item or product or service

Technical Catalog

In today’s fast paced business environment CSPs need to reduce their time to market for new product introductions. FCC decreases the CSPs time to market by providing a business friendly environment to manage its technical catalog. The artifacts that make up the technical catalog are organize and manage using a feature called fulfillment plans. Fulfillment plans define the entire order lifecycle. These fulfillment plans include four key capabilities: fulfillment criteria, fulfillment case mapping, case dependency definition, and point of no return.

• The fulfillment criteria defines the product type, order action and order item action. This provides mapping from the Product Specification in the commercial catalog (SID aligned catalog) to the fulfillment plan in FCC. This accelerates time to market as many product introductions are commercial in nature and have no effect on the technical fulfillment.

• Fulfillment cases are defined in the fulfillment plans to maximize reuse. For example, a move order is simply an add order (at the new location) and a disconnect order (at the old location). Since these cases already exist they simply need to be added to the fulfillment plan for the move order. This accelerates time to value in many FCC implementations.

• Case dependencies are easily configured using the fulfillment plan. Case dependencies define the dependencies between service orders and the sequence of execution. For example, you may want the ship equipment case to be complete before the site install case starts.


Customer Order Injector Typically when fulfillment solutions are implemented they are integrated with upstream sales and order capture applications. Typically, FCC is implemented with Pega Configure, Price, Quote for Communications and it includes OOTB integrations. However, in some cases FCC is integrated with 3rd party applications and has been designed for these types of implementations. The customer order injector provides a standard interface that simulates an external system using an XML file. XML files have been created for every customer order type delivered in the application. These interfaces include samples for both simple and bundled products.

Data Model

The Telemanagement Forum (TMF) is a global, non-profit industry association focused on simplifying the complexity of running a service provider’s business. TM Forum’s Frameworx suite is the industry’s most comprehensive integrated business architecture covering both BSS and OSS. Frameworx includes four frameworks: Business Process, Information, Application and Integration. The standard for the common data model is the Information Framework but it is commonly referred to as SID. Pega has implemented the common data model as outlined in Frameworx version 15.1.

The Communications Industry Foundation (CIF) is the base application (layer) and contains the SID standard data model that supports the SID data dictionary by providing an object-based class structure for common objects.

Additionally, in FCC the following data objects are either extended or newly created: Fulfillment Plan, Fulfillment Criteria, Product Order, Service Orders, Point of No Return, Dependencies.

Object Type Description

Customer Order Customer Order manages end to end lifecycle of a customer request for products. Customer Order can handle suspend, resume, amend, add, change and cease of existing ordered products and services.


Customer Order Item

Customer Order is comprised of Customer Order Items which are the products ordered. These are the individual products and services that are part of the order and are shown as line items in the order.

Fulfillment Plan A fulfillment plan is defined uniquely for each product and all possible scenarios for that product. It contains the complete fulfillment process for every order action and order item action.

Business Interactions Locations

Each customer order item would have associated locations such as installation address, billing address, shipping address, etc.

Product Order Product Order is defined from a Customer Order line item based on a Fulfilment Plan. It contains all the data to manage the end to end lifecycle of fulfilling a Product in a Customer Order.

Service Order Product Order is further decomposed into Service Orders based on the Product’s services and are defined in a Fulfilment Plan. Service Order contains all the data to manage the end to end lifecycle of fulfilling a service.

Fulfillment Criteria This defines the scenario for which a Fulfillment Plan is being defined. The criteria comprises of product type, Order Action and order item action on basis of which a scenario is defined uniquely.

Point of no Return A customer order cannot be modified or amended when point of no return is reached.

Dependencies This data object contains the sequence in which Service Orders are executed.

Order Actions Order Action determines the action at the Customer Order level. There are two types of Order Actions – New and In-Flight.

Order Item Actions

Order Item Action determines the action to be taken on the line item of a Customer Order.


Systems/Environment Below is a summary of some key features related to the extensibility and integration of Pega Fulfillment Control Center for Communicatons.

Case Management Pega’s case management helps you simplify and automate work. Case management helps you keep your promise to your customers, connecting all the people and systems required to resolve each customer order efficiently and seamlessly. It tracks related information, automates and assigns outstanding tasks, and connects front- and back-office activity, for end-to-end resolution.

Visual Workflow Pega’s Directly Capture Objectives (DCO) visual tools capture every aspect of how work gets done – from process to user interfaces, rules, and integration. You can easily configure workflows using Pega’s process modeler with simple drag and drop from a library of smart shapes. You can quickly add new flows, automatically creating the infrastructure that Pega FCC requires. That way you can translate business requirements into finished applications without manual programming, reducing implementation time and bridging the gap between technical and business resources.

Legacy System Integration Pega Live Data simplifies the use of data in business processes by delivering the right data, in the right place, at the right time. It manages data requests behind the scenes so that data flows to the right process steps. It is easy to change and adapt for new data sources and new applications, across thousands of users.

In addition, Pega has a comprehensive suite of technology-level adapters that allow Pega applications to fit seamlessly into an enterprise ecosystem. Pega supports transport or protocol-level adaptors with form-based integration options, so that no custom code is required to connect to an external system.

Situational Layer Cake With Pega’s Situational Layer Cake, you can automatically tailor applications to the business context in which they operate. Variation of scale is all handled in one version of the application, using a coherent layered


architecture. Pega efficiently delivers repeatable, differentiated solutions by re-using common policies and procedures in multiple business units, channels, geographies, and customer segments.

Multiple Language Packs* Language packs support localization of applications through use of translated field values for buttons, prompts, and labels. Language packs are available for FCC in Italian and German.

Operators, Work Groups, Queues and Parties

Operators

The application comes with predefined operators, access groups, and portals.

Operators are divided into five access groups:

Administrators who are developers who create and modify Pega 7 and application rules

Architects who define the business processes

Fulfillment Engineers who are responsible for work fulfillment

Managers who manage the processes and work

Product Managers who define the fulfillment plans for each product and service

This table lists the operators installed with the application, as well as their access groups and portals.

Operator ID Access Group Portal Name

FCCDeveloper, FCCCustomer

FCC:Administrators Developer(Default) CaseManager(Alternate)

FCCFulfillmentEngineer FCC: Fulfillment Engineers Case Manager

FCCManager FCC:Managers CaseManager

FCCBusinessArchitect FCC:Architects BusinessAnalyst(Default) Developer(Alternate)

FCCProductManager FCC:ProductManagers CaseManager(Default) Developer(Alternate)


Work Groups and Work Queues

Users in FCC are given access to particular work queues for processing work. The work group of the user determines which work queues they can access. The table below lists the work group and work queues installed with the application.

Work Group or Work Queue Description

Work Group

FCCWorkGroup The default work group for all PegaComm users

FCCFulfillmentGroup Work group for FCC Fulfillment Engineers

Work Queue

UnclassifiedProducts Used as a holding area for orders for products not in the system or unavailable for purchase

PendingValidationWB Used as a holding area for in-process orders that are not assigned to a specific user

FCCFulfillmentWB Used as a holding area for in-process orders that are not assigned to a specific user

CustomerFollowupWB Customer Followup WB which are flagged by customer

PendingInstallation Used as a holding area for order pending installation

User Interface, Portal views and Reports

Operator Portals

The following views are available on the operator portals installed with the application. Availability of a view is dependent on the role of the user.

Dashboard - Displays the users Worklist, Workbaskets and any relevant reports


My Work — Lists the cases assigned to the user


Customers – Displays the customer list

Orders – Based on the role this shows a list of orders created by the team

Calendar — Displays a calendar of events


Admin Portals

Admin Portal — Used to manage order fulfillment cases, order actions, order item actions and the

technical catalog.

Reports — Displays the available reports and allows the user to create new reports

Customer Order Reports

FCC provides several report definitions and data pages for reports. The OOTB reports include:

Child Cases Report for Average Processing Time

Customer Orders by Validation Status

Customer Orders by Work Status

Drill Down Report for Average Processing Time


Drill Down Report for Validation Status

Get Average Processing Time by Case Type

Green Orders According To SLA

Recently Rejected Orders (1 Week)

Top 10 Products in Fulfillment

Top 10 Products Resolved Complete

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