19.7 End-to-end Demo

19.7.1 Load website and brand

Open a new, clean incognito browser window and go to https://public.aepdemo.net.

You’ll then see this.

Launch Setup

Enter your Configuration ID and click Load Configuration. Your configuration is then loaded.

Launch Setup

Scroll down and click Save Configuration.

Launch Setup

You’ll then be redirected to the Admin homepage. Go to Select LDAP.

Launch Setup

Select your LDAP and click Save.

Launch Setup

You’ll then be redirected to the Admin homepage. Go to Select Brand.

Launch Setup

Select the brand Citi Signal and click Save.

Launch Setup

You’ll then be redirected to the Admin homepage. Click the Citi Signal logo.

Launch Setup

19.7.2 Customer browses the website

You’ll then see the Citi Signal homepage. Open the Xray panel.

Launch Setup

Have a look at your Real-time Customer Profile, which is currently empty.

Launch Setup

Have a look at your Experience Events, which are currently empty.

Launch Setup

Scroll down on the website and click any product.

Launch Setup

You’ll then see the product page of the product you selected. Next, click Home.

Launch Setup

On the homepage, open your Xray panel and have a look at your Experience Events. You can see that the product view was collected in real-time and is part of your Customer Profile in real-time.

Launch Setup

On the homepage, go to LOGIN/REGISTER.

Launch Setup

Fill out the form below. Make sure to use a unique email address and mobile phone number. Click CREATE ACCOUNT.

Launch Setup

Back on the homepage, have a look at your Real-time Customer Profile, which is now populated with the data you just ingested.

Launch Setup

Have a look at your Experience Events, which currently displays your product page view.

Launch Setup

Next, go to the Cancel Service page.

Launch Setup

Open your Xray panel again, and have a look at Sensei Services. You’ll see an increased Churn Score.

Launch Setup

19.7.3 Customer calls the call center

This customer now calls the call center, which is managed by ServiceNow. The Service Agent creates a new case at the start of the conversation with the customer.

Log in to your ServiceNow instance.

In ServiceNow, in the Filter Navigator, enter the search term Agent Workspace. Click Agent Workspace Home.

Launch Setup

You’ll then see this. Click the Lists - icon.

Launch Setup

You’ll then see this. Click New to create a new case for the customer that is calling you.

Launch Setup

You’ll then see a new, empty case form.

Launch Setup

First of all, you need to select the customer that’s calling you. Enter the email address you used on the website in the previous step in the Consumer field. You’ll see that this customer is available in ServiceNow already. Select this customer.

Launch Setup

Fill out the case details as follows:

  • Channel: Phone
  • Call Feeling: make a choice (Positive - Neutral - Negative)
  • Short Description: provide a short description of the reason of the call
  • Priority: make a choice (1-2-3-4)

Finally, click Save.

Launch Setup

You’ll then see this. Please note the component Customer Insights from AEP which showcases the available customer churn score that was calculated in Adobe Experience Platform inside the ServiceNow user interface.

Launch Setup

19.7.4 Verify data ingestion

Go back to your website. Open your Xray panel and have a look at your Experience Events. You should now see an Experience Event in Other Events that show the case details of the case you entered in ServiceNow.

Launch Setup

Next Step: Summary and benefits

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