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Creating a case from an email

4 Tasks

20 mins

Visible to: All users
Intermediate Pega Customer Service 8.7 Email 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:

Role User name Password
Email client user Customer1 password
Customer service representative CACSR password123!
Customer Service Application Administrator CSAppAdmin password123!

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
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.
Regards, Sara


You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

Challenge Walkthrough

Detailed Tasks

1 Map email content

  1. Log in to App Studio as the Customer Service Application Administrator with user name CSAppAdmin using password password123!.
  2. In the navigation pane of App Studio, click Channels.
  3. On the Channels landing page, click the MySupport channel.
  4. In the MySupport channel, click the Behavior tab.
  5. In the Suggested cases section, to the right of the Account address change case, click the Gear icon to open the Add suggested case dialog box.
  6. In the Add suggested case dialog box, click the Entity extraction tab.
    This tab shows the mapping of entities (from email content) to case properties.
  7. Click Add mapping to configure the following mappings:


    Case property


    Address line one




    State code

    Postal code

    Zip code

    Tip: From the drop down in the Entity column, select NLP > Entities to access the list of entities.
  1. Click Submit.
  2. Click Save.

2 Configure a routing rule

  1. In the MySupport channel, got to the Intelligent routing section.
  2. If there is an existing rule for Account Address Change, click the trash icon to remove it, then click Save.
    Intelligent routing action
  3. To add the new rule, click Add condition.
  4. In the Action list, select Create case.
  5. In the Value list, 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. Set the When condition to NLP >Topic is equal to Account Address Change.
    Intelligent routing condition
  2. Click Save.

3 Run a test in the console

  1. In the upper-right corner, click Test to test the new email channel configuration.
  2. Enter the email content:
    From (email): [email protected]
    To (email): [email protected]
    From (name): Sara Connor
    Subject: Moving to a new house
    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.
    Regards, Sara
  1. Click Test. The test email evaluation is displayed.
  2. 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.
    Email test
  3. Click Close to dismiss the test email evaluation.

4 Run a test using 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 landing page, and then click Email.
    2. Log in as the Email client user with user name Customer1 and password password.
    3. In the left pane, click Mail to access the Inbox.
    4. In the header, click Write mail to compose a new email.
    5. Enter the email content from the previous task.
    6. Click Send message.
  2. As a Customer Service Representative, open the test email.
    1. Log in to Pega Customer Service as a Customer Service Representative with user name cacsr and password password123!.
    2. Click the My workbaskets tab.
    3. In the View Queue for list, select Inbound correspondence.
      Note: It can take up to two minutes for the case to get created after you send the email.
    4. Click the ID number to open the first case.
      The Interaction 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.
    5. In the Select an account window, click the Personal Checking account, and then 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.
      Email entities
  1. Review the text analysis to show the information that the Email Bot extracted from this email.
    1. In the Email pane, click the More actions icon, and then select View analysis.
      More actions for email
    2. Review the mappings.
      Email mappings
      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.
  1. Complete the Address Change case.
    The state and ZIP code are identified correctly and added to the case properties. You need to fix the street address to remove the colon and add the city.
    1. In the Email pane, click the More actions icon, and then select Hide entities.
      Hide entities for email
    2. In the email, use the pointer to highlight the street address, right-click the highlighted text, and then select Address Line 1.
    3. Highlight the city, right-click, and then and select City.
    4. Optional: If any other address items are incorrect, you can highlight the text and select the appropriate property. At this point, the email bot is still learning to identify address items.
    5. Click Submit.
      The Account Address Change case is created and assigned a case number.
    6. Click Submit.
      The case shows additional accounts to update. You do not need to select other accounts.
    7. Click Submit to confirm, and then click Submit again.
      The case is submitted successfully.
    8. Click Close to complete the case.

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