Configuring a coaching tip

2 Tasks

15 mins

Pega Customer Service 8.8

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Visible to: All users

Beginner Pega Customer Service 8.8 Agent Desktop 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	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 and assign a coaching tip.

Task 3: 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.

• Log In

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.
7. In the Assigned to field, select User.
8. In the Name field, select CS CSR.
9. In the Date fields, enter the current date and pick a future date.
10. Click Save.

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.

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Available in the following mission:

• Customer Service Low-Code Developer v5