Creating and managing teams of users
4 Tasks
15 mins
Beginner
Pega Platform '24.2
Enterprise Application Development
Dev/Designer Studio
English
Scenario
In Roadside Assistance Cases, a Customer Service Representative (CSR) is responsible to allocate a service provider to the Case, review the summary of the services rendered, and then proceed to submit the request. Create a team named CSRTeam for Custom Service Representatives and route the Select service provider and Review service summary Steps to the Work Queue for the team. Add a Dashboard to display the Work Queue for the CSRTeam.
The following table provides the credentials you need to complete the challenge.
Role | User name | Password |
---|---|---|
Application Developer | author@gogoroad | pega123! |
Note: The challenge walkthrough video is coming soon.
Detailed Tasks
1 Create the CSR Work Group
- In the Pega instance for the challenge, enter the following credentials:
- In the field, enter author@gogoroad.
- In the field, enter pega123!.
- Switch to .
- Click Create > Organization > Work Group.
- In the Work Group short description field, enter Customer Service Representatives Team.
- In the Work Group Name field, enter CSRTeam@GoGo.
- Click .
- In the Manager field, enter or select manager@gogoroad. page, in the
- In the Default Work Queue field, enter or select CSR@GoGo.
-
Click
. -
From the navigation pane, click Records, expand Organization, and then click Work Queue. The list of Work Queues is displayed.
-
From the list of Work Queues, click the CSR@GoGo Work Queue.
-
In the Work Group field, enter or select CSRTeam@GoGo.
15. Click
.2 Update the Work Group on the Operator Record
- From the navigation pane, click Records, expand Organization, and then click Operator ID. The list of Operator IDs is displayed.
- From the list, click author@gogoroad to open the Operator Record.
- In the Operator Record, click the Work tab.
- In the Team field, enter or select CSRTeam@GoGo.
- Under Work Queue, click Add item to add a Work Queue.
- Enter or select CSR@GoGo.
- Click Save.
- In the lower-left corner, click author > Log off to apply the changes to the author@gogoroad Operator Record.
Note: For the CSR Work Queue to be available in App Studio, you must associate the operator with the same Work Group as the Work Queue.
3 Route Steps to the Work Queue
- Log in using the author@gogoroad operator ID.
- In the navigation pane of Case Types > Assistance Request. , click
- Click the Select service provider Step.
- In the properties pane on the right, in the Route to drop-down, select Work Queue. A drop-down list is displayed below.
- In the second drop-down list, select CSR@GoGo.
- Click the Review service summary Step.
- Repeat steps 4-5 to route the Step to the CSR@GoGo Work Queue.
- Click Save to save your changes to the Case Type.
4 Create a Dashboard to display the CSR Work Queue
- In the header of App Studio, click Preview to open the Web Portal.
- In the navigation pane, click Dashboards.
- In the to open the page. table, click
- In the pane, under Template, click Edit to display the Edit template window.
- In the window, select Narrow-wide, and then click .
- In the Dashboard pane, in the Region A section, click Add to display a dialog with Insights.
- Select the Tasks and status by work queue checkbox, and then click Add.
- In the Dashboard pane, in the Region B section, click Add to display a dialog with Insights.
- Select List of work items entered by the current operator and List of work items resolved by the current operator, and then click Add.
- Click Save Dashboard to finish personalizing the Dashboard.
- In the Name field, enter CSRTeam Dashboard. window, in the
- In Description field, enter CSRTeam Dashboard.
- Click .
Confirm your work
- In the Select service provider Step. Note the Case ID.
Note: Select a customer with Standard coverage. If you select a customer with Gold coverage, the Invoice customer Process is skipped.
, create a new Case and advance the Case to the
- Open the
- The Case you created is displayed in Region B, List of work items entered by current operator.
- Click the Work Id in the list to return to the Case.
- In the Submit to complete the Step. The Create Service window displays. View, click
- In the Submit. The View displays. window, click
- Return to the [email protected] Work Queue.
- Return to the Case, resolve the Service Case and advance to the Review service summary Step.
This Challenge is to practice what you learned in the following Module:
Available in the following mission:
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