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Conducting an interaction

3 Tasks

15 mins

Visible to: All users
Beginner Pega Customer Service '23 English


As a customer service representative (CSR) you are tasked to handle interactions through various channels. In this challenge, you will conduct an interaction via a simulated phone call. While on the call, Steve asks what how much is due for his next payment. As a CSR you can leverage the Customer inquiry to record that you informed Steve what his next payment value is.

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

Role User name Password
Customer Service Representative cscsr password123!

Your assignment consists of the following tasks:

Task 1: Start a phone interaction

Start a phone call with Steve Smith.

Task 2: Complete the address change service case

Steve wants to update his address, start an Address Change case and complete all the steps.

Task 3: Record the customer inquiry

Steve also has a question about what his next payment is. Record the customer inquiry and wrap up the interaction.


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

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

Challenge Walkthrough

Detailed Tasks

1 Start a phone interaction

  1. Log in to the exercise environment using the following credentials:
    Username: cscsr
    Password: password123!
  2. Click + > Demo Pop: Steve Smith, verified, to start a phone interaction with Steve Smith.
  3. Click Accept to answer the call.

2 Complete the address change service case

  1. Click Add case, to display the list of available tasks.
  2. Double click, Address change to start an address change service case.
  3. Update the address for Steve Smith and advance through the case until completion.

3 Record the customer inquiry

  1. Click Customer inquiry to record tell Steve Smith what his next payment amount is.
  2. Select minimum due amount and click Submit.
  3. Click Wrap up to conclude the interaction.
  4. Select a Reason for interaction and click Submit to complete the interaction.

This Challenge is to practice what you learned in the following Module:

Available in the following mission:

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