Sending an email from a Service Case during a phone call interaction with the Send Email smart shape

2 Aufgaben

10 Min.

Pega Customer Service '25

Sichtbar für: All users Applies to: Pega Customer Service '25

Anfänger

Englisch

Szenario

Your organization, U+ Bank, reports that emails sent from the File a complaint Case Type are not displayed in the email interaction thread in the Interaction Portal on Constellation. This issue creates gaps in communication tracking and makes it difficult for customer service representatives (CSRs) to maintain a complete view of customer interactions. Configure the Send Email smart shape for the File a complaint Service Case emails to ensure that the system properly threads all communications.

The following table provides the credentials you need to complete the challenge:

Role	User name	Password
Customer Service Application Administrator	CSAppAdmin	password123!

Your assignment consists of the following tasks:

Task 1: Configure the Send email process shape for the File a complaint Case Type

Configure the Send email process shape for the File a complaint Case Type to ensure proper email tracking.

Task 2: Verify email tracking in the Interaction Portal

In the Interaction Portal, send an email from the File a complaint Service Case during a phone call and confirm that the system tracks the email in the interaction thread.

Sie müssen zum Abschließen dieser Challenge Ihre eigene Pega-Instanz starten.

Die Initialisierung kann bis zu 5 Minuten dauern, bitte haben Sie Geduld.

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Challenge-Schritte

Genaue Übungsschritte

1 Configure the Send email process shape for the File a complaint Case Type

1. Log in to App Studio as the Customer Service Application Administrator:
   1. In the User name field, enter CSAppAdmin.
   2. In the Password field, enter password123!
2. Click App Studio > Dev Studio.
3. In the navigation pane of Dev Studio, click Case Types, and then select File a complaint.
   
4. Configure the Send email shape:
   1. In the Send to list, select Field.
   2. In the second field, enter .pyWorkParty(Contact).pyEmail1
   3. Select the Send a common email to all recipients checkbox.
   4. In the Subject field, enter "Your U+ Bank dispute "+ .pyID +" needs your attention"
   5. In the Message list, select Custom, and then click Compose.
      
   6. In the Compose message window, enter the following message in the text box: 

      Dear Customer,

      Thank you for contacting us and submitting your case. We want to let you know that we have received your report and our team is currently reviewing the details.

      We are committed to resolving your issue as quickly as possible and will get back to you within 3 business days with an update or solution.

      If you have any additional information to share in the meantime, please feel free to reply to this email.

      Thank you for your patience.

      Best regards

      Your CSR

   7. Click Done.
      
5. Click Save.
   

2 Verify email tracking in the Interaction Portal

1. In the header of Dev Studio, click Launch Portal, and then select Interaction Portal.
2. In the navigation of Pega Customer Service, click Create, and then click Demo Pop: Steve Smith,verified.
   
3. Click Accept.
   
4. In a phone call interaction in the Interaction Portal, begin a Service Case by clicking Add case.
5. In the Add case list, select File a complaint Case Type.
   
6. Click Go, and then click Submit.
7. In the Email conversations tab, confirm that the system sent the email.
   

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In der folgenden Mission verfügbar:

• Email Bots for Pega Customer Service v9