Skip to main content

Challenge

Updating a dialog

2 Tasks

15 mins

Visible to all users
Beginner Pega Customer Service English
This content will be archived in 17 days. Click here to continue your progress in the latest version.

Scenario

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.

Role

Username

Password

Customer Service Manager

camanager

rules

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

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 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:

If you are having problems with your training, please review the Pega Academy Support FAQs.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice