Create an Intent When record

Archived

3 Tasks

20 mins

Pega Customer Service 8.4

Pega Customer Service 8.6 Pega Customer Service 8.5

Visible to: All users

Advanced Pega Customer Service 8.4 English

Scenario

As a system architect, you have a requirement that an Open new account service case should be suggested when someone has a balance of greater to or equal than $10,000.

Use the following credentials to log in to the exercise system:

Role	Username	Password
System Architect	CASysadmin	rules

Your assignment consists of the following tasks:

Task 1: Create an Intent When rule
Description of task 1: In Dev Studio, create an Intent When rule to determine if someone has a balance over $10.000.

Task 2: Use the new Intent When rule with the New Account service case
Description of task 2: In Dev Studio. In the Open a new account service case, add the High Balance rule.

Task 3: Verify your work

Description of task 3: In the Interaction Portal, start an interaction with John Brown and verify that the Open new account case appears under Next Best Action.

Challenge Walkthrough

Detailed Tasks

1 Task 1: Create an Intent When rule to determine if someone has a balance over $10,000

1. Log in as operator casysadmin with password rules.
2. In the Dev Studio, click Records.
3. Navigate to Decision > Intent When. Right click and click Create.
4. In the Create Intent When window:
   1. In the Label field, enter: High Balance.
   2. In the Development branch drop down, select No branch.
   3. In the Apply to field, enter the PegaCA-Work-Interaction
   4. In the Add to ruleset drop down, select PegaCS-Sample.
   5. Version: 08-04-02
5. Click Create and open.
6. Complete for the Intent When record.
   1. Set the label to:     a
   2. Set the Data source to: account
   3. Click the arrow at the Label field.
   4. Set the FIELD to: .AvailableBalance
   5. Set the VALUE to: 10000
   6. Set the OPERATION to: Greater/equal
   7. Set the Criteria Logic to:  a
7. Click Save.

2 Task 2: Use the new Intent When rule with the New Account service case

1. In Dev Studio, click Case types.
2. Scroll down and click the Open a new account service case.
3. In the Settings tab, click the Service request options section from the left panel.
4. In Service request options window, complete the following steps
   1. In the Suggest service request when field, click Add new and select the Intent When rule High Balance.
   2. In the Action field, select Suggested.
5. Click Save.

3 Task 3: Verify your work

1. Click Launch web interface > Interaction Portal.
2. Click New > Demo Screen Pops > Demo Pop – BROWN to start an interaction.
3. Observe that the Open New Account service case appears under Next Best Action.

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Available in the following mission:

• Customer Service Developer v1