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Challenge

Suggesting a reply based on email content

6 Tasks

15 mins

Visible to all users
Intermediate Pega Customer Service 8.4 English
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Scenario

Your team asks you to update the Pega Customer Service™ email channel. You need a suggested reply for when a customer sends an email and there is some required information missing. We have also noticed that people are using the term “misplaced” in their email when they report their lost card. We need to ensure that the right case type is suggested to the Customer Service Representative (CSR).

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

Role

Username

Password

Email Client user Customer1 password

Customer Service Representative

CACSR

rules

Customer Service Application Administrator

CSAppAdmin

password123!

Your assignment consists of the following tasks:

Task 1: Add a suggested reply
In App Studio, in the MySupport email channel, add a suggested reply for the Account Address Change case type.

Task 2: Test the model used for topic identification
In the MySupport email channel, test the AI logic used for topic identification.

Task 3: Add a keyword
In the MySupport email channel, add “misplaced” to the list of keywords for the Report lost or stolen category.

Task 4: Test the configuration using the test console
In the MySupport email channel, test the configuration to validate that the new keyword identifies the topic (case).

Task 5: Test the end-to-end configuration using the email client
In the email client, create emails to test your email channel configuration.

Task 6: Test the model used for topic identification
In the Interaction Portal, process the emails and validate your changes.

Challenge Walkthrough

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

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

Detailed Tasks

1 Task 1: Add a suggested reply

Add a new suggested reply for the Account Address Change case type.

  1. Log in to App Studio as CSAppAdmin using password password123!.
  2. From the left pane, select Channels.
  3. Click the MySupport channel to update the configuration.
  4. Click the Behavior tab.
  5. From the Suggested replies section, click + Add suggested reply to add a new suggested reply.
  6. From the Email template drop-down, select Missing Info.
  7. From the Associate topics drop-down, select the Account Address Change case type.
  8. Click Submit to add your suggested reply.
  9. Click Save to update your configuration.

2 Task 2: Test the model used for topic identification

In the MySupport email channel, test the AI logic used for topic identification.

  1. From the upper-right corner, click Test to test the new email channel configuration.
  2. In the From (email) field, enter Customer1@enablement.com.
  3. In the To (email) field, enter support@enablement.com.
  4. In the From (name) field, enter Sara Connor.
  5. In the Subject field, enter Moving.
  6. In the Message field, enter the email content, for example: Hello! I'm moving and want to update my address.
  7. Click Test. The test email evaluation is displayed. Observe that Account Address Change was identified as the Topic. This means that your suggested reply would be available when an agent responds to this incoming email.

3 Task 3: Add a keyword

In the MySupport email channel, add “misplaced” to the list of keywords for the Report lost or stolen category.

  1. From the Suggested cases section, click the gear icon next to Report lost or stolen card case type.
  2. Click the Text Analysis tab.
  3. In the Approximate match field, enter the keyword misplaced.
Note: Alternatively, you can navigate to the Text Analyzer section and click Edit topics to add the keyword.
  1. Click Submit to update your suggested case.
  2. Click Save to update your configuration

4 Task 4: Test the configuration using the test console

In the MySupport email channel, test the configuration to validate that the new keyword identifies the topic (case).

  1. From the upper-right corner, click Test to test the new email channel configuration.
  2. In the From (email) field, enter Customer1@enablement.com.
  3. In the To (email) field, enter support@enablement.com
  4. In the From (name) field, enter Sara Connor.
  5. In the Subject field, enter Card misplaced.
  6. In the Message field, enter the email content for example: Hello! I’ve misplaced my card, can you send me another one?
  7. Click Test. The test email evaluation is displayed. Observe that the topic is Report lost or stolen card. This is due to you adding misplaced as a keyword.

5 Task 5: Test the end-to end configuration using the email client

In the email client, create emails to test your email channel configuration.

  1. Open the exercise system main page and click the Email client link.
  2. Log in and use the credentials customer1 and password.
  3. Click Mail to access the Inbox.
  4. Click Write mail to compose a new email.
  5. Send the email to support@enablement.com
  6. Use the subject Moving and in the content state that you are moving and want to update your address. You can use the same text you used in the previous test: Hello! I'm moving and want to update my address
  7. Create a second email and once again send it to support@enablement.com.
  8. Use the subject Misplaced my card and in the message state that you are lost your card and want a new one. You can use the same text you used in the previous test: Hello! I’ve misplaced my card, can you send me another one?
  9. Click Log off to leave the email client.

6 Task 6: test the model used for topic identification

In the Interaction Portal, process the emails and validate your changes.

  1. Log in as a Customer Service Representative using operator CACSR and password rules.
  2. From the lower left of the home page, select the My Workbaskets tab.
  3. From the View Queue for drop-down, select Inbound Correspondence. The inbound correspondence work queue is displayed.
  4. From the Inbound Correspondence queue, click on the Misplaced my card case.
  5. Observe that the category has been set to Report a lost or stolen card.
  6. On the tab, click X to close this interaction.
  7. Click on the Moving work object to start a case.
  8. Observe that the Suggested replies section includes the Missing info reply.


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