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Challenge

Configuring a coaching tip

4 Tasks

15 mins

Visible to all users
Beginner Pega Customer Service 8.6 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 issue, you want to add a coaching tip that reminds the CSRs to verify the new address for each customer.

Role

User name

Password

Manager

camanager

rules

CSR

cacsr

rules

Your assignment consists of the following tasks:

Task 1: Start the interaction

Start an interaction and start an Address Change service case.

Task 2: Add a new coaching tip

Use the configuration tools to create a coaching tip

Task 3: Assign the coaching tip

Assign the coaching tip to User CS CSR.

Task 4: Confirm your work

Begin an interaction and confirm that the new coaching tip suggested to CSR.

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 User name 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 More icon to access the Configuration tools.
  2. Click Configuration tools to open the Configuration tools dialog box.
  3. Click the Coaching tips tab.
  4. Click Add new to add a new coaching tip.
  5. In the Coaching tip 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. In the Assigned to list, select User.
  2. In the Name list, select CS CSR.
  3. Enter the From and To dates.
  4. Click Save to save the coaching tip.
  5. Close the Configuration tools dialog box.
  6. On the Address Change service case, click Submit on each screen to complete the case.
  7. On the left, click Wrap up.
  8. In the Wrap Up section, click Submit.
  9. Log out from the portal.

4 Confirm your work

  1. Log in as a CSR with user name cacsr and password rules.
  2. Begin 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 is added to the existing tip.


Available in the following mission:

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