Suggesting an open complaint case

1. On the exercise system landing page, click Pega Infinity™ to log in to the Interaction Portal of Pega Customer Service:
   1. In the User name 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 simulate a phone call with Steve R Smith.
3. Click Accept to accept the incoming call.
4. Click Add case > File a complaint.
5. Execute the following steps to process and submit the complaint case:
   1. In the Complaint type dropdown field, select Product.
   2. In the Event date field, select or manually input either the current date or a date up to seven days in the past.
   3. In the Complaint details field, enter Product defective.
   4. Answer NO to the Have you reported this issue before? and Was there a fee associated with this issue? Questions.
   5. Click Submit.
   6. Mark the Customer agrees to the terms above checkbox, then click Submit.
   7. Click Submit > Done.
      Note: Make note of the complaint case number, S4001 in this example, for later reference.

6. Click Wrap up.
7. Click Submit to close the interaction.
8. In the upper-right corner of the Interaction Portal, click the user profile image, and then click Logout to log out of Customer Service.

1. Log in to App Studio as a Customer Service Application Administrator:
   1. In the User name field, enter CSAppAdmin.
   2. In the Password field, enter password123!.
2. In the navigation pane of App Studio, click Control Panel > Suggestions.
3. Click on Suggested Actions.
4. Select the Enable open case review checkbox to present open cases for review as the next best action to the CSRs.

The following figure shows the configuration of the Suggested actions section:

5. Click Save.
6. Click Back.