Creating a new service request

4 Tasks

10 mins

Pega Customer Service '24.2

Pega Customer Service '24.1 Pega Customer Service '23 Pega Customer Service 8.8 Pega Customer Service 8.7 Pega Customer Service 8.6 Pega Customer Service 8.5

Visible to: All users

Intermediate

Pega Customer Service '24.2

Case Management

English

Scenario

U+ Bank wants to offer its employees lunch services by creating a service request in which employees can select and then submit what they want to eat. In the request, employees can select the type of sandwich, sandwich toppings, and a beverage.

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

Role	User name	Password
CS Administrator	CSAppAdmin	password123!
Customer Service Representative	CSCSR	password123!

Your assignment consists of the following tasks:

Task 1: Create a 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 case views

Update the Case input and the Review of intake case views of the UX to add fields for the case.

Task 4: Add the case to the Interaction Task Categories

Ensure the case can be launched from the Interaction case type.

 

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

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

• Log In

Challenge Walkthrough

Detailed Tasks

1 Create a new case type

1. On the exercise system landing page, click Pega Infinity™ to log in to App Studio.
   1. In the Username field, enter CSAppAdmin.
   2. In the Password field, enter password123!.
2. In the navigation pane of App Studio, click Control Panel > Case Types , then next to Case types click Continue to open to the Case Type Explorer.
3. On the Case types landing page, in the upper-right corner, click New to create a new case type.
4. In the Case type name field, enter Order Lunch, and then choose the Use standard template option.
5. In the Template field, select Customer Service Generic Template from the list.
6. Click Next to create the new case.

 

 

2 Add properties to the data model

1. On the case type, click the Data model tab to view the properties of the case type.
2. In the upper right, click Add field to add a new property to the case type.
3. In the Add field to Order Lunch dialog box, in the Field name field, enter Sandwich.
4. In the Type list, select Text (single line), and then click Submit & add another.
5. Repeat steps 3 and 4 to add two more fields:
   1. Toppings
   2. Drink
6. Close the dialog box.
7. Click Save to save your case.

3 Update the Case views

1. In the case type, click the UX tab.
2. Click on Other Views > Capture case input.
3. In the Edit View panel, In the Fields section, click + Add.
4. Search for Sandwich, then click Add.
5. Do the same for the following fields:
   1. Toppings
   2. Drink
6. Click Save.
   
7. Click Back > Review of Intake case.
8. Click on the Work details view twice to populate the case details.
9. Repeat steps 3 through to 6.
10. Click Save.
    Note: When you add new fields to a view, the preview may fail to display. If this happens, you can click Back, then return to the Edit View page of same view to refresh the preview.
    

4 Add the newly created case to the Interaction Task categories

1. In the navigation pane of App Studio, click Control Panel > Case Types , then next to Case types click Continue.
2. In the list of case types, click Interaction.
3. Click Settings > Case categories.
4. In the General category, click gear icon.
5. Ensure that Order Lunch is present in the list of Associated cases.
   
   Note: As long as the General task category is marked as the default task category, the system automatically adds any new service case type to the task category.

6. Click Submit, and then Save.
7. In the lower-left corner, click the user Icon and then click Log off to Log out of App Studio.

Confirm your work

1. On the exercise system landing page, click Pega Infinity™ suite to log in to App Studio.
   1. In the Username field, enter CSCSR.
   2. In the Password field, enter password123!.
2. In the header of Customer Service, click Create > Demo Pop: Steve Smith, verified to start a new interaction.
3. Click Accept to start the interaction.
4. On the call interaction, click Add Case > Order Lunch.
5. In the Capture case details view, enter details for the lunch order, and then click Submit.
6. Click Wrap up, and then click Submit.

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Available in the following mission:

• Customer Service Low-Code Developer v8