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Conducting an interaction


4 Tasks

15 mins

Visible to: All users
Beginner Pega Customer Service 8.5 English
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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

  1. Log in to Pega Customer Service with the operator ID CACSR and password rules.
  2. Click New > Demo Screen Pops > Demo Pop - CONNOR to simulate a phone call with Sara Connor.

2 Complete a dispute transaction case

  1. In the Interaction Portal, click Add Task.
  2. Double-click Dispute Transaction.
  3. Select one or more transactions.
  4. Click Submit to dispute the transaction.
  5. In the drop-down list, select a reason for processing each transaction.
  6. Click Submit. The claim is successfully created.
  7. After the claim is created, review the transaction and click Confirm to complete the dispute transaction.

3 Complete an address change case

  1. In the Interaction Portal, click Add Task.
  2. Double click Address Change.
  3. Update the address information. You can update the preferences such as address, phone, email, and fax based on the requirement.
  4. Click Submit to update the address information.
  5. Optionally select additional addresses to update and click Submit.
  6. Click Confirm to complete the Address Change service case.

4 Wrap up the interaction

  1. Click Wrap Up.
  2. Set the reason for interaction, and then click Submit.

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