Conducting an interaction
Archived
4 Tasks
15 mins
Scenario
Sarah Connor needs help with her account and clarification in her transaction. She starts an interaction with a customer service representative (CSR) to resolve the issues.
To complete this challenge you must:
Task 1: Start an interaction
Task 2: Complete a Dispute Transaction service case
Task 3: Complete an Address Change service case
Task 4: Wrap up the interaction
Use the following credentials to log in to the exercise system:
| Role | User name | Password |
|---|---|---|
| Customer service representative | CACSR | rules |
Challenge Walkthrough
Detailed Tasks
1 Start an interaction
- Log in to Pega Customer Service with the operator ID CACSR and password rules.
- Click New > Demo Screen Pops to simulate a phone call with Sara Connor.
2 Complete a dispute transaction case
- In the Interaction Portal, click Add Task.
- Double-click Dispute Transaction.
- Select one or more transactions.
- Click Submit to dispute the transaction.
- In the drop-down list, select a reason for processing each transaction.
- Click Submit. The claim is successfully created.
- After the claim is created, review the transaction and click Confirm to complete the dispute transaction.
3 Complete an address change case
- In the Interaction Portal, click Add Task.
- Double click Address Change.
- Update the address information. You can update the preferences such as address, phone, email, and fax based on the requirement.
- Click Submit to update the address information.
- Optionally select additional addresses to update and click Submit.
- Click Confirm to complete the Address Change service case.
4 Wrap up the interaction
- Click Wrap Up.
- Set the reason for interaction, and then click Submit.