Hi @TanyaS58,

To design a use case in Pega for onboarding a new user and prompting both the Customer Service Representative (CSR) and the user to submit feedback, you can follow these steps:

Step 1: Define the Case Type

1. Create a New Case Type:
   • Name the case type something like UserOnboarding.
   • Define the stages and steps for the onboarding process.

Step 2: Design the Onboarding Process

1. Stage 1: User Onboarding

   • Step 1.1: Enter User Details: CSR enters new user details.
   • Step 1.2: Verify Information: Verification step for CSR to confirm user details.
   • Step 1.3: Complete Onboarding: Finalize the onboarding process.

2. Stage 2: Collect Feedback

   • Step 2.1: CSR Feedback: Prompt CSR to submit feedback.
   • Step 2.2: User Feedback: Allow user to submit feedback (this can be done via email with a feedback link or a portal).

Step 3: Implement the Process Steps

User Onboarding Stage

1. Step 1.1: Enter User Details

   • Section/Form: Create a section for entering user details (e.g., name, email, ID number, etc.).
   • Flow Action: Create a flow action for this section.

2. Step 1.2: Verify Information

   • Section/Form: Create a section for verifying user information.
   • Flow Action: Create a flow action for this section.

3. Step 1.3: Complete Onboarding

   • Assignment: Create an assignment to mark the onboarding process as complete.

Collect Feedback Stage

1. Step 2.1: CSR Feedback

   • Section/Form: Create a section for CSR to submit feedback.
   • Flow Action: Create a flow action for this section.
   • Assignment: Add an assignment for CSR to provide feedback immediately after completing the onboarding.

2. Step 2.2: User Feedback

   • Notification: Send an email to the user with a link to a feedback form.
   • External User Access: Create a simple feedback form accessible to the user. This can be a Pega screen or an external survey link.

Step 4: Configure the Flow

1. Create a Flow Rule:

   • Define the sequence of steps as per the stages mentioned above.

2. Connect the Steps:

   • Use connectors to link the steps in the flow. Ensure the transition from Complete Onboarding to CSR Feedback is automatic.

3. Add Sub-process or Screen Flow for User Feedback:

   • After CSR submits feedback, configure a sub-process to send an email to the user with a feedback link.
   • Capture the user's feedback using a form that writes back to the case or a separate data object.

Step 5: Implement Feedback Mechanism

1. CSR Feedback:

   • Create a new section for CSR feedback.
   • Add necessary fields (e.g., rating, comments).
   • Create a flow action for CSR to submit feedback.
   • Include validation rules as necessary.

2. User Feedback:

   • Design a user-friendly feedback form.
   • Create a correspondence rule to send an email to the user with a feedback form link.
   • Ensure the feedback form captures and stores the feedback in Pega.

Step 6: Configure Notifications and Correspondence

1. Email Notification:

   • Create a correspondence rule for sending the feedback request email.
   • Use placeholders to personalize the email with user details.

2. Integration with Feedback Form:

   • Ensure the feedback form is accessible via the link provided in the email.
   • Capture the feedback and associate it with the original case.

Example Flow Diagram

Start > Enter User Details -> Verify Information -> Complete Onboarding -> [Auto-transition] -> CSR Feedback -> Send User Feedback Email -> End | v Capture CSR Feedback | v Send Feedback Email to User | v [User submits feedback via form] | v Capture User Feedback

Summary

By following these steps, you can design and implement a use case in Pega that:

• Onboards a new user.
• Prompts the CSR to submit feedback immediately after completing the onboarding.
• Sends an email to the user requesting feedback, allowing them to submit their experience feedback via an accessible form.

This ensures a streamlined process for both CSR and user feedback collection, enhancing the overall user experience.

Hope above design will work for you

Regards

Raja