Pega CS Constellation Search automation when you know the search criteria
Pega CS Constellation has OOTB search where you can configure Search using SearchForCustomer UI view, and the search data page d_entity_search. However, this is configured to show the search criteria, and the data page gets called when the user clicks search button. How do you implement a pre-selected search, such as search by a prepopulated phone number or Last name in the IVR flow, and populate the list of customers to the CSR when an interaction is launched? In OOTB, Pega is using a ContactId or AccountId to identify just 1 customer record, but in reality, when you search by name, multiple records would be returned.
I'm going to call d_entity_search in some search preprocessing rules and see, but I'm not positive it would work!
Updated: 17 Sep 2024 8:09 EDT
Pegasystems Inc.
GB
Below a GenAI answer:
Below a GenAI answer:
To implement a pre selected search such as by a prepopulated phone number or last name in the IVR flow and populate the list of customers to the CSR when an interaction is launched you can follow these steps in Pega CS Constellation: 1. Configure the Data Page: Use the D Entity Search data page to pass the input into the fields and display the search results in the Interaction Portal. This data page is from the Common application and the Pega Customer Service application overrides the profile rules. 2. Create a New View: Create a main view to add sub views and fields in App Studio so you can display the search options in the Interaction Portal. The CSR can input the values in the search fields based on which the system displays the results. 3. Add a Sub view: Add a sub view to the main view and then add the data reference fields to view them in an interaction when you search by an option such as Customer. 4. Prepopulate Search Fields: In the IVR flow prepopulate the search fields (e.g. phone number or last name) before launching the interaction. This can be done by setting the appropriate properties in the pre processing rules. 5. Invoke the Data Page: Call the D Entity Search data page in the pre processing rules to fetch the search results based on the prepopulated fields. Ensure that the data page is configured to handle multiple records when searching by name. 6. Display Search Results: Configure the Interaction Portal to display the search results to the CSR when the interaction is launched. This can be done by setting up the search results view to show the list of customers returned by the data page. By following these steps you can implement a pre selected search and display the list of customers to the CSR when an interaction is launched. This approach ensures that multiple records are handled correctly when searching by name or other criteria.
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Customization to configuration
@JeanK is this Constellation-specific - can you help find an answer to this question?