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Challenge

Configuring a coaching tip

4 Tasks

15 mins

Visible to all users
Beginner Pega Customer Service English

Scenario

You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for customers. To help fix this, you want to add a coaching tip that reminds the CSRs to verify the new address for each customer.

Role

Username

Password

Manager

CAManager

rules

CSR

Cacsr

rules

Your assignment consists of the following tasks:

Task 1: Start an interaction and start an Address Change service case.

Task 2: Use the configuration tools to create a coaching tip

Task 3: Assign the coaching tip.

Task 4: Verify your work

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 the Customer Service Interaction portal with the operator ID CAManager and password rules.
  2. Click + New > Demo Screen Pops > Demo Pop - CONNOR to simulate a phone call.
  3. Click + Add Task.
  4. Double-click the Address Change service case.

2 Add a new coaching tip

  1. Click the three vertical dots to access the Configuration tools.
  2. Click Configuration tools.
  3. Click the Coaching tips tab.
  4. Scroll down and click Add New to add a new coaching tip.
  5. In the Name field, enter ConfirmAddress.
  6. In the Coaching tip description field, enter the coaching tip text: Please make sure to confirm the new address is spelled correctly.

3 Assign the coaching tip

  1. From the Assigned to drop-down, choose User and CS CSR.
  2. Enter the From and To dates.
  3. Click Save to save the coaching tip.
  4. Log out from the portal.

4 Verify your work

  1. Log in as a CSR with the operator ID CACSR and password rules.
  2. Start an interaction.
  3. Click +Add Task.
  4. Double-click the Address Change service case.
  5. Click the Bulb icon to see the new coaching tip suggested to CSR.
Note: Your coaching tip will appear below the existing coaching tip.


Available in the following mission:

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