Configuring a common phrase

2 Tasks

15 mins

Pega Customer Service 8.7

Pega Customer Service 8.8 Pega Customer Service 8.6 Pega Customer Service 8.5 Pega Customer Service

Visible to: All users

Beginner

Pega Customer Service 8.7

Agent Desktop

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	password123!

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 [email protected]

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

Task 3: Confirm your work

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

 

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

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

6. Click Submit to add your phrase.
7. Click Save.

2 Send an email to [email protected]

1. Go to the exercise system landing page (http://<exercise system IP address>), and then click the Email link to open the email client.
2. (Optional) If not logged in already, 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 [email protected].
6. Enter any subject and some content for the email.
7. Click Send message.
8. In the left pane, click Log off, and then click Log off again to leave the email client.

Confirm your work

1. Log into the Customer Service Interaction portal with the User name cacsr and Password password123!.
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.

4. Select the case that your email generated.
5. Click Reply.
6. Click Phrases and verify that the common phrase you created exists.

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Available in the following mission:

• Customer Service Low-Code Developer v4