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Configuring a coaching tip

3 Tasks

15 mins

Visible to: All users
Beginner Pega Customer Service 8.7 Agent Desktop English
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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 password123!
CSR cacsr password123!

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.


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 the interaction

  1. Log in to the Customer Service Interaction portal with the User name camanager and Password password123!.
  2. Click + New > Demo Screen Pops > Demo Pop - CONNOR to simulate a phone call.
  3. Click Accept to answer the call.
  4. Click + Add task.
  5. Double-click the Address change service case.

2 Add a new coaching tip

  1. Click the Other actions 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.

Confirm your work

  1. Log in as a CSR with the User name cacsr and Password password123!.
  2. Begin an interaction.
  3. Click + Add task.
  4. Double-click the Address change service case.
  5. Hover over the Coaching tip lightbulb icon to see the new coaching tip suggested to the CSR.
    Note: Your coaching tip is added to the existing tip.

Available in the following mission:

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