Connecting the UPlus Policies Buddy to the Self-Service Agent

2 Tasks

10 mins

Pega Customer Service '26

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

Beginner

English

Scenario

With the Self-Service Agent now created and configured, U+ Bank's implementation team wants the agent to use a curated knowledge base when responding to customer questions about fee waiver policies.

Your task is to create new Fee Waiver Policy content in Pega Knowledge Buddy and ingest it into the Policies data source. After the content is ingested, connect the UPlus Policies Buddy to the Self-Service Agent. Then, run a live query to verify that the Agent retrieves its response, and review the returned answer.

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

Role	User name	Password
Knowledge Buddy Manager	BuddyManager	password123!
CS Developer	CSDeveloper	password123!
Customer	Emily	rules

Your assignment consists of the following tasks:

Task 1: Create and ingest the Fee Waiver Policy content for UPlus Policies Buddy

Use the Pega Knowledge Buddy Portal to create new Fee Waiver Policy content and add it to the Policies data source in the knowledge collection.

Task 2: Connect the UPlus Policies Buddy to the Self-Service agent

Access the configured Self-Service Agent and connect the UPlus Policies Buddy so that the Agent can retrieve information from it.

Task 3: Confirm your work

Switch to the U+ Bank application, and then run a live query to verify that the Agent can source information from the Fee Waiver Buddy and return an appropriate response.

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 Create and ingest the Fee Waiver Policy content for UPlus Policies Buddy

1. Open the Launch Pega Infinity™ bookmark URL in the New Incognito window, and then log in to the Pega Knowledge Buddy as a Buddy Manager:
   1. In the User name field, enter BuddyManager.
   2. In the Password field, enter password123!.
2. In the navigation pane of Knowledge Buddy, click Create > Content.
   1. In the Collection list, select knowledge.
   2. In the Content type (Data source) list, select Policies.
   3. In the Access configurations section, click Add Access config.
   4. In the Access role name list, select Knowledge buddy public.
   5. Repeat steps 2c-2d for the following roles:
      • Knowledge buddy manager
      • Data source manager
        
   6.  Click Submit
3. In the draft, in the Content format section, ensure that Text is the default selection.
4. In the Title field, enter The Fee Waiver Policy.
5. In the Abstract field, enter This article provides an overview of the U+ Bank Fee Waiver Policy, including eligible fees, eligibility checks, and how to submit a request.
6. In the Define content field, copy and paste the text from the Fee Waiver Policy document.
7. Click Submit to save the article.
8. In the upper-right corner, click the user profile icon, and then click Log off.

2 Connect the UPlus Policies Buddy to the Self-Service agent

1. Click the Launch Pega Infinity™ bookmark.
2. Log in as a Customer Service Developer:
   1. In the User name field, enter CSDeveloper.
   2. In the Password field, enter password123!.
3. In the navigation pane of Infinity Studio, click App, and then click Records tab.
4. Expand Generative AI > Agent to view all the existing agents.
5. Select the Self-Service Agent that you configured to handle fee‑related inquiries.
6. Click Check out to configure the Agent.
7. Click the Knowledge tab.
8. Click Add, and then in the Tool section, select UPlusPoliciesBuddy to enable the agent to source information from it.
9. Click the Configure icon, and then in the tool, click the Action tab to ensure that the UPlus Policies Buddy is configured.
   
10. Close the UPlusPoliciesBuddy tab. 
11. Click Save.
12. Click Check in to finalize all configurations.
13. 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