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Challenge

Configuring a common phrase

3 Tasks

15 mins

Visible to all users
Beginner Pega Customer Service 8.6 English

Scenario

Your company wants to set up a consistent greeting for customer service agents to use when sending emails to customers. The message thanks the customer for their inquiry.

Role

User name

Password

Customer Service Administrator

CSAppAdmin

password123!

 

Customer Service Representative

cacsr

rules

Your assignment consists of the following tasks:

Task 1: Create the common phrase in App Studio and associate it with email

Create the common phrase in App Studio and associate the message with email by using the following information:

Property

Value

Phrase name

Email

Phrase category

Greeting

Channel

Email

Phrase text

Hello, thank you for your inquiry over email.

Task 2: Send an email to support@enablement.com

(*Hint: Go to the exercise system starting page (http://<exercise system IP address>), and then click the Email Client link.)

Task 3: Confirm your work

Observe that the common phrase is displayed as an option when you reply to the email.

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 Create the common phrase in App Studio and associate it with email

  1. Log in to App Studio with the User name CSAppAdmin and Password password123!.
  2. Click Settings > Chat and messaging to create a new common phrase.
    Chat and messaging
  3. Select Common phrases to configure common phrase settings.
  4. Click Actions > Add phrase to create a new phrase.
    Add phrase
  5. Use the following table to complete the new phrase.

    Property

    Value

    Phrase name

    Email

    Phrase category

    Greeting

    Channel

    Email

    Phrase text

    Hello, thank you for your inquiry over email.

  1. Click Submit to add your phrase.
  2. Click Save.

2 Send an email to support@enablement.com

  1. Go to the exercise system landing page (http://<exercise system IP address>), and then click the Email Client link to open the email client.
  2. Log in with the User name customer1 and Password password.
  3. Click Mail to access the Inbox.
  4. Click Write mail to compose a new email.
  5. Send the email to support@enablement.com
  6. Enter any subject and some content for the email.
  7. Click Send message.
  8. Click Log off to leave the email client.

3 Confirm your work

  1. Log into the Customer Service Interaction portal with the User name cacsr and Password rules.
  2. In the Interaction portal, click My workbaskets.
  3. Select Inbound correspondence to view cases generated from incoming emails.
    Note: It may take a few minutes for your email to get processed.
  1. Select the case that your email generated.
  2. Click Reply.
  3. Click Phrases and verify that the common phrase you created exists.


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