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Service flow / business process
Any existing business process can be translated into a CPM service workflow.
Fig. 3: Interaction driver screen.
The service workflows can be new / independent or it can be integrated with the legacy
and back-end system.
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Suggested Processes list the processes that CPM has determined you may want to be
use during this interaction. The basis of the list is information on the caller, account
profiles, and recent history
Other Processes selection of a business processes from categorized lists. (Category
was explained earlier in previous topics)
Queued Processes list of processes queued for this interaction. In some cases, the
system may automatically queue business processes required during the interaction
360 or Composite View
Displays information about the customer in a tabbed format. Depending on the
implementation this may include tabs like Provider, Contact, Claims, and Authorizations
etc.
Information in the customer composite areas may come from the legacy processing
systems, from the CPM database, or from other third-party applications and databases
within the organization.
CPM provides the ability to refresh the composite data area during an interaction to
provide up-to-date information.
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Handling Non-Live Customer Interaction
Automatic Case Creation - CPM automatically creates non-live interaction cases for
inbound e-mail, fax, or correspondence inquiries depending on the system
implementation. CPM will:
Listen for inbound e-mails and faxes that arrive at designated folders and
automatically create inbound interaction cases. CPM routes these cases to the
Inbound Correspondence workbasket.
Automatically create cases for inbound mail correspondence through
integration with your companys imaging system. CPM routes these cases to the
Inbound Correspondence workbasket
Manual Case creationwe can also create manual cases by feeding data provided bythe customer into various screens.
Non-live interactions are processed by identifying the type of service requested by the
customer and initiating the appropriate process from the Interaction driver screen.
Guided UI Experience
Dialog Scripts - The Dialog gadget displays suggested wording to use during the
customer interaction. Dialog text changes to match the specific business process related
to the interaction.
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Authorized business analysts and supervisors can change the dialog script during review
or processing of the interaction.
Creating and Assigning Coaching Tips - Coaching tips help improve employee
performance and reinforce best practices. Users with the appropriate privilege can
create coaching tips for any screen that is available in a live customer interaction.
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Help and Reference utilities
The Reference Utilities give access to the companys reference information, accessed
from icons at the top of the display.
Location FinderThe Location Finder assists in providing address and phone
information to a customer.
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CPM components
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Appendix
1. Creation of Ready Reckoner
2. Knowledge Gathering exercise from the Existing Projects.
3. Enhancements on the knowledge gathered (explore other unused features of frameworks)
4. Documentation of Challenges faced in the existing project to implement HCFW & Solution
Anupam Majumdar/Sylvia Das/Danish Yasser/other members of Framework exploration team