Creating and managing teams of users

4 Tasks

15 mins

Visible to: All users

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:
1. In the User name field, enter author@gogoroad.
2. In the Password field, enter pega123!.
Switch to Dev Studio.
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 Create and Open.
In the Edit Work Group: Customer Service Representatives Team page, in the Manager field, enter or select manager@gogoroad.
In the Default Work Queue field, enter or select CSR@GoGo.
Click Save.
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 Save.

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 App Studio, click Case Types > Assistance Request.
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 Assistance Request 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 Dashboards table, click Create Dashboard to open the New Dashboard page.
In the Dashboard pane, under Template, click Edit to display the Edit template window.
In the Edit template window, select Narrow-wide, and then click Submit.
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 Save Dashboard window, in the Name field, enter CSRTeam Dashboard.
In Description field, enter CSRTeam Dashboard.
Click Submit.

Confirm your work

In the Web Portal, create a new Assistance Request Case and advance the Case to 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.
Open the CSRTeam Dashboard and confirm that the Case you created is displayed in the Tasks and status by Work Queue for the CSR@GoGo Work Queue.
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 Select service provider View, click Submit to complete the Select service provider Step. The Create Service window displays.
In the Create Service window, click Submit. The Select services View displays.
Return to the CSRTeam Dashboard and confirm that the Case you created is displayed in the Tasks and status by Work Queue for the [email protected] Work Queue.
Return to the Case, resolve the Service Case and advance to the Review service summary Step.