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Configuring a common phrase

2 Tasks

15 mins

Visible to all users
Beginner Pega Customer Service 8.7 Agent Desktop English


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:



Phrase name


Phrase category




Phrase text

Hello, thank you for your inquiry over email.

Task 2: Send an email to

(*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.


Challenge Walkthrough

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

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.
  1. Select the case that your email generated.
  2. Click Reply.
  3. Click Phrases and verify that the common phrase you created exists.

Available in the following mission:

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