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Updating a dialog


2 Tasks

15 mins

Visible to: All users
Beginner Pega Customer Service English
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As a manager, you want customer service agents to have more of a personal touch when communicating with customers. You want agents to use the customer’s first name when making an address change.




Customer Service Manager



Your assignment consists of the following tasks:

Task 1: Start an interaction and run the Address Change service case,

Task 2: Use the Configuration Tools to update the dialog to add the first name to the dialog.

Challenge Walkthrough

Detailed Tasks

1 Start the interaction and the Address Change service case

  1. Log into the Customer Service Interaction portal with the operator ID camanager and password rules.
  2. Click +New > Demo Screen Pops to simulate a phone call.
  3. Click +Add Task.
  4. Double-click the Address Change service case.

2 Update the dialog

  1. Click the three vertical dots to access the Configuration tools.
    Configuration tools
  1. Click the Pencil icon to modify the dialog.
  2. Modify the dialog to add the customer's first name at the beginning of the dialog.
    1. From the Refer to drop-down list, select Contact to choose the category of properties.
    2. From the Attribute drop-down list, select First name to personalize the dialog.
    3. Click Insert to add the attribute.
  3. Click Save to save your change.
  4. In the upper right corner, click the X to close the Configuration Tools.
  5. Observe that the first name is now displayed in the existing dialog.

Available in the following mission:

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