Configuring customer verification

3 Tasks

15 mins

Pega Customer Service '26

Pega Customer Service '25 Pega Customer Service '24.2 Pega Customer Service '24.1 Pega Customer Service '23 Pega Customer Service 8.8 Pega Customer Service 8.7 Pega Customer Service 8.6 Pega Customer Service 8.5 Pega Customer Service

Visible to: All users Applies to: Pega Customer Service '26

Intermediate

Agent Desktop

English

Scenario

The business wants to ensure that all customer service representative verify the identity of a customer at the start of an interaction. You have been asked to configure the security questions and add them to the service case request for verification.

Role	User name	Password
Customer Service Developer	CSDeveloper	password123!

Your assignment consists of the following tasks:

Task 1: Observe the current set of verification questions

Launch an interaction with Sally Timble, not verified.

Task 2: Create a new set of verification questions

Clone the currently existing category of verification question, then change one of the existing questions.

Task 3: Add the questions category to a service case

Change the set of verification question in the Interaction case type to the newly created one.

Task 4: Confirm your work

Confirm that starting an interaction with Sally Timble prompts the representative with the questions to confirm the customer's identity.

 

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 Confirm the current set of verification questions

1. On the exercise system landing page, click Pega Infinity™ to log in as a CS Developer:
   1. In the Username field, enter CSDeveloper.
   2. In the Password field, enter password123!.
2. In the header of Infinity Studio, click Preview App. This will open a new browser window.
   
3. In the navigation pane, click Create > Demo Pop: Sally Timble, Not verified.
4. Click Accept to start the interaction.
5. Observe that the CSR is prompted to ask a set of verification questions.
6. Click Wrap up > Submit to close the interaction.
7. Close the browser window and return to Infinity studio.

2 Create a new set of verification questions

1. In the navigation pane of Infinity Studio, click Application menu. Then, click Settings > Control Panel.
2. Click Interactions > Interaction Behavior then next to Customer Verification, click Continue.
3. Next to Question Categories, click Continue.
4. Under General settings, ensure that the Allow CSR with customer verification bypass privilege to skip verification process check box is selected.
5. In the Verification fails after this many incorrect response dropdown, ensure that a number greater than 0 is selected.
6. To the right of the Sample category category of questions, click Other Actions > Clone Category.
7. In the fields of the Edit questions category dialog box that appears, enter the following information:
   1. In the Name field, enter Service case request verification.
   2. In the Description field, enter Add verification questions for service case requests.
8. Click Submit.
9. Click the title of the newly created Question category.
10. Replace the What is your street address on the account? question as per the following table:

    Question	Source	Field
    What is your last name?	Person	.LastName

11. Click Submit to add the Question category.
    
12. Click Save to save the configurations.

3 Add the question category to a service case

1. Click Customer verification.
2. Next to Verify Case Types, click Continue.
3. From the list of Case types, click the Interaction service request type.
4. On the Settings tab, click Case processing options.
5. In the Customer verification section, ensure that the Same category for all customers verification option is selected.
6. In the Questions category list, select the Service case verification category of customer verification questions to ask.
   
7. Click Save.

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Available in the following mission:

• Customer Service Low-Code Developer v10