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Challenge

Conducting an interaction

4 Tasks

15 mins

Visible to all users
Beginner Pega Customer Service 8.7 English

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.

Use the following credentials to log in to the exercise system:

Role User name Password
Customer service representative CACSR password123!

Your assignment consists of the following tasks:

Task 1: Start an interaction

In Pega Customer Service, simulate and accept a phone call with Sara Connor.

Task 2: Complete a dispute transaction case

Add and complete a task to dispute one or more transactions.

Task 3: Complete an address change case

Add and complete a task update the customer's address.

Task 4: Wrap up the interaction

Wrap up and set a reason for the interaction.

 

Challenge Walkthrough

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

Detailed Tasks

1 Start an interaction

  1. Log in to Pega Customer Service with the operator ID CACSR and password password123!.
  2. Click New > Demo Screen Pops > Demo Pop - CONNOR to simulate a phone call with Sara Connor.
  3. Click Accept to accept the incoming call. The composite view for Sara Connor is displayed.

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. Review the existing and new address details, and then click Submit to accept the changes.
  7. Click Close to complete the Address change service case.

4 Wrap up the interaction

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


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