Performance has been a consistent issue for us, and it's very important in the Customer Service world to have an application that renders pages quickly.
The out of the box report browser and other reporting capabilities have been difficult for our end-users to learn. Creating ad-hoc reports is nice, but it takes quite a bit of practice and training for most Customer Service users to build their own reports. Also, we had to go through a separate effort to move the data out of the blob so running reports wouldn't tax the system's response time.
For Knowledge Management, we wish we could link articles to specific screens rather than an intent task. We have a step in a process called Identify Caller and we want to link a knowledge article to that specific screen, but there doesn't appear to be a way to do that.
For Pulse, we wish we could link a post to child and parent cases. Currently we're only able to link using one context id, and therefore can't show the post on the intent task it was logged and the parent interaction or show it linked to both in reports.
We have found it really difficult to build a solution in Pega that meets our call documentation and auditing needs. We tried using pencil clicks and Customer Inquiry as ways to make documentation clear, concise, and quick for end users, but neither solution seems to be very reportable or user friendly. Pencil clicks can only be recorded in the history log, and once checked, you can't uncheck them. It would be nice if there were an out of the box solution that would better capture more granularity of what the interaction was about, so we didn't have to listen to the call.
We wish there was a better way to communicate changes to the application to end users than the out of the box Alerts and Messages tool. We were hoping there was an out of the box feature that allows business users to create meaningful guides that users would go through upon first log in, much like you would get when an app on your phone has been updated. We envision it to look similar to how Pega does some of the self-guided demos of their products, but we have been told this would be completely customized and fragile to build.
Lastly, we find implementing most new products to be expensive and difficult to resource for given the Pega-specific expertise needed. We want to continue to upgrade our product, but it always takes a significant amount of time and resources for a small non-profit like UCare. Review collected by and hosted on G2.com.