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Configuring customer verification

2 Tasks

15 mins

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


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
CS Administrator CSAppAdmin password123!
Customer Service Representative cacsr password123!

Your assignment consists of the following tasks:

Task 1: Define verification questions for a question category

Define security questions to verify the customer's last name, phone number, and account number for a question category.

Task 2: Add the question category to a service case

The business wants to apply customer verification to the Report a lost or stolen card service case, adding the question category to this service case request.

Task 3: Confirm your work

Confirm that the Report a lost or stolen card service case prompts the representative with the questions to confirm the customer's identity.


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 in to the Customer Service Interaction portal as a Customer service representative with User name cacsr using Password password123!.
  2. Click New > Demo Screen Pops > Demo Pop - CONNOR to start a customer interaction.
  3. Click Accept.
  4. Click Add task, and then double click Lost or stolen card to run the service case.
  5. Confirm that the verification questions are displayed to the customer service representative in sets. If a customer answers the questions correctly, then the representative can continue with the service case. Otherwise, verification fails immediately.
  6. Finally, check what CSR sees when a customer answers two of the questions incorrectly. Does the verification pass or fail?
    Verification fails
    Verification fails again
    Verification passes

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