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Creating a case from an email


4 Tasks

20 mins

Visible to: All users
Intermediate Pega Customer Service 8.4 English
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Your customer, U+ Bank, wants to speed up email interactions for address changes by pre-populating cases with the correct values. For address change emails, the bank wants the email channel to start the Address Change Request case and populate the case with relevant data from the email.

To support this scenario, you need to update the MySupport email channel.

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




Email Client user Customer1 password

Customer service representative



Customer Service Application Administrator



Your assignment consists of the following tasks:

Task 1: Map email content
In App Studio, configure the MySupport channel to map email content to case properties.

Task 2: Configure a routing rule
In App Studio, in the MySupport channel, configure a routing rule to create a case when an address change request is detected.

Task 3: Run a test in the console
In App Studio, use the test console in the MySupport channel to send an email requesting an address change.

Task 4: Run a test using the email client
In the email client, send an email requesting an address change. In the Interaction Portal, check that case properties are populated from the email content.

Use the following email content to send the test emails.

From (email): [email protected].

To (email): [email protected].

From (name): Sara Connor.

Subject: Moving to a new house.

Message: enter the following email content:


My customer number is: 12457890.

I would like to inform you that I have a new address:

222 West Las Colinas Blvd

Irving, TX 75039, USA

Also, I have a new email address: [email protected]

Cheers, Sara

Challenge Walkthrough

Detailed Tasks

1 Task 1: Map email content

You must configure entity mapping for each topic (case) added to the channel. The mapping determines how the Email Bot identifies key information in the email content and extracts the information to add to case properties.

  1. Log in to App Studio as CSAppAdmin using password password123!.
  2. In the left pane, click Channels.
    Channels icon
  3. Click the MySupport channel, then click the Behavior tab.
  4. Under Suggested cases, next to the Account Address Change case, click the Gear icon.
  5. Click the Entities extraction tab.

    This tab shows the mapping of entities (from email content) to case properties.

  6. Use the Add mapping option to configure the following mappings:


    Case property
    addressline1 Address line one
    addressline2 Address Line 2
    City City
    State State
    ZipCode Zip code
  7. Click Submit.
  8. Click Save.

2 Task 2: Configure a routing rule

In the MySupport email channel, in the Intelligent routing section, note the routing configuration for all emails. They are currently routed to a single queue: Inbound Correspondence.

route to work queue rule
  1. Click Add condition.
  2. From the Action drop-down, select Create case.
  3. From the Value drop-down, select Account Address Change.
Tip: In a value field like Action or Value, you can also place the cursor in the field and press the Down arrow key to select a valid value from the list.
  1. If you see an existing routing rule that uses the Account Address Change case, remove it by clicking the Trash icon to the right of the rule.
  2. Set the When condition to NLP >Topic is equal to Account Address Change.
    create case routing
  3. Click Save.

3 Task 3: Run a test in the console

Test the new configuration to confirm that it will create a case. Use the email content in the Scenario section to create a test email.

  1. In the upper-right corner, click Test to test the new email channel configuration.
  2. Enter the email content in the Scenario section above.
  3. Click Test. The test email evaluation is displayed. Observe that the email creates an Account Address Change case and that the results show the entities that can be used to populate case properties.
    create case test result


4 Task 4: Run a test using the email client

When creating the Account Address Change case, the Email Bot identifies information (entities) in the email content that can be used to populate case properties. As before, you can test a case in the console, but to see how this works in the Interaction Portal, you send a test email from the email client.

  1. Send a test email that requests an address change. Use the email content in the Scenario section to create a test email.
    1. Open the exercise system main page and click the Email client link.
    2. Login and use the credentials Customer1 and password.
    3. In the left pane, click Mail.
    4. Click Write email.
    5. Compose the email (use the same email used in the earlier test).
    6. Click Send message.
  2. As a Customer Service Representative, open the test email.
    1. Log in to Pega Customer Service as operator cacsr with password rules.
    2. Click the My workbaskets tab, and then select the Inbound correspondence queue.
      Note: It can take up to 2 minutes for the case to get created after you send the email.
    3. Click the ID number to open the first case.

      The portal displays a list of Sara’s accounts.

      Note: The Email Bot uses the customer’s email address and the customer account number to identify the customer and display the list of customer accounts.
    4. Select the Personal Checking account and click Submit.

      The email received from Sara Connor is displayed in the right pane. The email shows the color-coded entities that the Email Bot has identified.

      The Address Change case is displayed in the left pane. The entities identified in the email content are used to fill the associated properties in the Address Change case.

      case in Interaction portal
  3. Review the text analysis to show the information that the Email Bot extracted from this email.
    1. Click the More actions > View Analysis.
      View analysis menu option
    2. Review the mappings.
      text analysis for case
      Note: If an email has attached documents, the Email Bot can scan those documents (using Optical Character Recognition (OCR)) to identify other entities that map to case properties.
  4. Complete the Address Change case.

    The email, state, and ZIP code are identified correctly and added to the case properties. You need to add the street address and the city.

    1. In the email, use the pointer to highlight the street address, right-click the highlighted text, then select Address Line 1.
    2. Highlight the city, then right-click and select City
    3. If any other address properties are incorrect, you can highlight the text and select the appropriate property. At this point, the email bot is still learning to identify address properties.
    4. Click Submit.

      The case shows additional accounts to update. You do not need to select other accounts.

    5. Click Submit.

      The Account Address Change case is created and assigned a case number.

    6. Scroll down, and then click Confirm.
    7. Click Wrap up, and then click Submit to complete the case.

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