Configuring the Self-Service Agent by adding a Fee Inquiry Case Type

2 Tasks

Pega Customer Service '26

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

Beginner

English

Scenario

With the Self-Service Agent now created, U+ Bank's implementation team must verify that the Agent responds correctly to a range of realistic customer inputs before going live. As a CS Developer, you launch the Agentic Messaging channel and interact with the configured Self-Service Agent by using the following test case to observe and evaluate its responses.

Test case: Late fee inquiry (in-scope)

Customer input: "I have just noticed a late fee on my account and wondering if it could be waived?"

The Agent should identify this input as a valid fee inquiry, access the customer's account context through the D_pxDMSContextData Data Page, and then initiate the Fee Inquiry Case Type to guide the customer through the resolution process step by step.

Test case 2: Credit limit increase inquiry (out-of-scope)

Customer input: "I would like to increase my credit limit."

The Agent should recognize that this request falls outside its designated scope of fee inquiries and fee waivers. The Agent politely explains its limitations and redirects the customer to the appropriate self-service channel or offers to connect the customer with a customer service representative.

The following table provides the credentials you need to complete the challenge:

Role	User name	Password
CS Developer	CSDeveloper	password123!
Customer	Emily	rules

Your assignment consists of the following tasks:

Task 1: Configure the Self-Service Agent

Configure the Self-Service Agent by defining the Agent instructions, guardrails, and response style and tone.

Task 2: Add the Fee Inquiry Case Type

Associate the appropriate Case Type with the Agent.

Task 3: Confirm your work

Switch to the U+ Bank application, and then test the new Cases by using a late fee scenario and a credit limit increase inquiry to evaluate how the Self‑Service Agent responds.

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

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

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Challenge Walkthrough

Detailed Tasks

1 Configure the Self-Service agent

1. Click the Launch Pega Infinity™ bookmark, and then log in as Customer Service Developer:
   1. In the User name field, enter CSDeveloper.
   2. In the Password field, enter password123!.
2. In the navigation pane of Infinity Studio, click App, and then click the Records tab.
   
3. Expand Generative AI > Agent to view all the existing agents.
4. Click the Self-Service Agent that you configured to handle fee‑related inquiries.
5. Click Check out to configure the Agent.
6. On the Definition landing page, complete the following fields:
   1. In the Agent instructions field, enter a definition that summarizes the role you want the Self-Service Agent to assume.
      For example, You are a smart, conversational AI assistant for the U+ Bank Customer Service self-service portal. Your purpose is to help customers understand charges on their account, investigate potential fee discrepancies, and submit fee waiver requests on their behalf.
   2. In the Guardrails fields, define validation Rules to ensure that user inputs are in the correct format.
      For example: When a user asks for information outside of your domain, politely remind them of your domain of expertise.
   3. In the Response Style & Tone field, enter the response style and tone guidelines from the Prompt document.
      For example, Use a soft, empathetic, and reassuring tone always. Communicate in simple, natural language -- avoid technical jargon, backend field names, and system terminology. Responses must be concise and non-repetitive. Confirm details in a single sentence before moving to the next step.
7. In the Additional context section, click Add Data page to provide context that the Agent always access when generating responses:
   1. In the Name field, enter Customer context data.
   2. In the Data Page field, enter D_pxDMSContextData.
   3. Click Submit.

2 Add the Fee Inquiry Case Type

1. Click the Case Types tab.
2. In the Tool section, click Add.
3. In the list, select the first FeeInquiry to enable the Agent to initiate and process this Case Type at run time.
4. Click +Add, and then select Interaction from the list to initiate an interaction with the Agent.
   
5. Click Save.
6. Click Check in to finalize all configurations.
7. Add a meaningful comment, and then click Check in.

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Available in the following mission:

• PW26: Building Enterprise Grade Agentic Self Service Solutions v1