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Refactoring an existing service request type with a parallel flow

4 Tasks

15 mins

Pega Customer Service 8.7
Visible to all users
Advanced Pega Customer Service 8.7 English


U+ Insurance wants to update their File a Complaint service request to be DX compliant. The update allows a regional team of CSRs to submit DX-compliant complaints service requests in a non-Pega CRM application. U+ Insurance also wants to remove one section in the view that captures complaint details, Complaint questionnaire, from the process of submitting a service request in the non-Pega CRM application. However, they want to leave the questionnaire in the original Pega Customer Service application process. Since the business scenario only requires a minor modification to the existing flow, the Customer Service System Administrator is going to duplicate and modify it, instead of building it from scratch.

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

Role User name Password
Customer Service System Administrator Csinsurancesysadmin install12345!
Customer Service Representative BillCarter install12345!

Your assignment consists of the following tasks:

Task 1: Duplicate existing rules for collecting complaint details and save them as new, non-Pega CRM application rules.

As a Customer Service System Administrator, duplicate the existing Collect complaint details process flow of the Intake stage in the File a Complaint case type. This task includes duplicating the records of the Collect complaint details flow rule, Capture complaint details flow action, and the corresponding Capture complaint details view.

Task 2: Make the changes to the view for capturing complaints in the non-Pega CRM application.

Remove the complaint questionnaire section from the newly created Capture complaint details view.

Task 3: Combine the non-Pega CRM application process elements that you created in task 1.

Associate the Capture complaint details for external desktop view with the Capture complaint details for external desktop flow action and the Capture complaint details for external desktop flow action with the Collect complaint details for external desktop flow rule.

Task 4: Add the parallel process for collecting complaint details in the non-Pega CRM application to the File a Complaint case type.

In the Intake stage of the File a Complaint case life cycle, add the parallel flow that you created in the previous tasks (Collect complaint details for external desktop) and set it to begin whenever the case instance initiates from a non-Pega CRM application.

Task 3: Confirm your work.

Run the File a Complaint case type in the non-Pega CRM application.


Challenge Walkthrough

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

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

Confirm your work

  1. On the exercise system landing page, click MyCRM to log in to the React application.
  2. Log in as a Customer Service Representative with User name BillCarter and Password install12345!
  3. On the MyCRM landing page, on the Service Cases tab, click File a Complaint to initiate the service request.
  4. Ensure that you see the view where the CSRs can collect complaint details without the questionnaire section.
    Fila a complaint intake screen

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