Configuring customer verification

3 Tasks

15 mins

Pega Customer Service '23

Pega Customer Service '24.1 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

Intermediate Pega Customer Service '23 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 application Administrator	CSAppAdmin	password123!

Your assignment consists of the following tasks:

Task 1: Observe the current set of verification questions

Launch an interaction with Sara Connor, 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 Sarah Connor case 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 Application Administrator:
   1. In the Username field, enter CSAppAdmin.
   2. In the Password field, enter password123!.
2. In the header of App Studio, click Preview.
   
3. In the navigation pane, click Create > Demo Pop: Sara Connor, 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. Click Exit preview.

2 Create a new set of verification questions

1. In the navigation pane of App Studio, click Control Panel.
2. Click Interaction Behavior > Customer Verification.
3. Under General settings, ensure that the Allow CSR with customer verification bypass privilege to skip verification process check box is selected.
4. In the Verification fails after this many incorrect response dropdown, ensure that a number greater than 0 is selected.
5. To the right of the Sample category category of questions, click Other Actions > Clone Category.
6. 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.
7. Click Submit.
8. Click the title of the newly created Question category.
9. Replace the What is your street address on the account? question as per the following table:

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

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

3 Add the question category to a service case

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

Confirm your work

1. In the header of App Studio, click Preview.
2. In the navigation pane of the Customer Service Application, click Create > Demo Pop: Sara Connor, Not verified.
3. Click Accept to start the interaction.
4. Confirm that the CSR is prompted to ask the new set of verification questions.

 

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Available in the following mission:

• Customer Service Low-Code Developer v6