CS Self-Service Application built on multiple Implementation applications
Hi,
We are trying to define an application stack based on Pega Customer Service, and also including a CS self-service application as recommended in the Pega Academy's Module: Configuring a web chatbot.
Pega recommends a separate application to configure the web chatbot and other channels. This means a CS Self-Service application built on the new Customer Service application.
The problem we have is that we have like two-three implementation applications built on top of a framework application: (in the example are the dashed ones)
Do we need to add a CS Self-Service on top of every implementation application? or can we use a single one? what is the recommended approach?
Thanks for any advice or suggestions.
-Jose
Pegasystems Inc.
US
Hello, I think the answer really depends on what you would like the bot to be able to do. Technically, you can build a single Self-Service app with two different bots. One to deploy on LATAM site and one to deploy on US site. However, if you plan on running cases, especially ones that are common at the Framework layer, it might be better to have two separate apps. The Self-Service application is very light-weight, with only one or two rulesets that differentiate it. This would allow you to build separate responses and case flow across the two markets.