Skip to main content

Creating a new service request

5 Tasks

5 mins

Visible to: All users
Beginner Pega Customer Service 8.6 English
Verify the version tags to ensure you are consuming the intended content or, complete the latest version.


U+ Bank wants to offer its employees lunch by creating a service request in which employees can select and then submit what they would like to eat. Employees should be able to say what type of sandwich, what toppings they want, and what they want to drink.

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


User name


CS Administrator



Your assignment consists of the following tasks:

Task 1: Create new case type

In App Studio, create a new case type named Order Lunch that uses the Customer Service Generic Template.

Task 2: Add properties to the data model

Add fields for Sandwich, Toppings, and Drink to the data model.

Task 3: Update the user interface

Run the case and update the user interface to use your properties.

Task 4: Observe duplicate case search

Run an interaction and start the Order Lunch service case. Run the Order Lunch service case a second time, and notice that you are prompted to verify that this is not a duplicate case before case processing begins.

Task 5: Turn off duplicate case search and observe results

Update the case processing settings for the Order Lunch case type to disable the duplicate search check. Run an interaction and the Order Lunch case and observe that you no longer see a duplicate case prompt.

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 Create a new case type

  1. Log in as a customer service administrator, with user name CSAppAdmin and password password123!.
  2. Click Case types to go to the Case type explorer.
  3. In the upper-right corner, click New to create a new case type.
  4. Enter Order Lunch as the name.
  5. Expand Case Template to view the Template list.
  6. In the Template list, select Customer Service Generic Template.
  7. Click Next to create the new case.
    Select the Customer Service Generic Template from the list

2 Add properties to the data model

  1. Click the Data model tab to view the properties of the case type.
  2. Click Add field to add a new property to the case type.
  3. Add the following fields:
    Sandwich – Text (single line)
    Toppings – Text (single line)
    Drink – Text (single line)
Tip: Use the Submit & add another button to complete this quicker.
  1. Click Save to save your case.

3 Update the user interface

  1. Click Save and run.
  2. Click Configure this view to update the intake section.
    Click Configure this view
  3. Click Change to update the layout.
  4. Select the 3 column layout.
  5. In Column A, add the Sandwich field
    Click plus icon
  6. To the right of the Intake instruction field, click the More icon and select Cut.
    Click cut
  7. In Column B, add the Toppings field.
  8. In Column C, add the Drink field.
  9. Click X to finish editing the section.
  10. In the Case input, enter details for the case.
    Case input
  11. Click Submit to advance the case.
  12. Click Configure this view to update the review section.
  13. In Column A:
    1. Add the Sandwich, Toppings, and Drink fields.
    2. Cut the Remove instruction message field.
  14. Click X to finish editing this section.
    Review before submission
  15. Click Submit to advance this step and all remaining steps in the case.
  16. Click Close to complete the case.

4 Observe duplicate case search

  1. Click New > Demo Screen Pops > Demo Pop – CONNOR to start a new interaction.
  2. Click Accept to start the interaction.
  3. Click Add task to add an Order Lunch case.
  4. Double-click the Order Lunch case to start it.
  5. Enter details for the lunch order, then step through and complete the service case.
  6. Click Add task to add an Order Lunch case.
  7. Double-click the Order Lunch case to start it.
  8. Observe that the Display duplicate cases section appears.
  9. Select the case, and then click Resolve as duplicate.
    Potential duplicate case
  10. Click Close and then Wrap up.

5 Turn off duplicate case search and observe results

  1. Click Case types to access the Case type explorer.
  2. Open the Order Lunch case type.
  3. Click the Settings tab.
  4. Click Case processing options to update the settings.
  5. Clear the Allow duplicate search check box.
  6. Click Save.
  7. Click Preview application.
  8. Click New > Demo Screen Pops > Demo Pop – CONNOR to start a new interaction.
  9. Click Accept to start the interaction.
  10. Click Add task to add an Order Lunch case.
  11. Double-click Order Lunch to start the case.
  12. Observe that this time that the Display duplicate cases section is not displayed.

Available in the following mission:

If you are having problems with your training, please review the Pega Academy Support FAQs.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice