Configuring a coaching tip

3 Tareas

15 minutos

Pega Customer Service 8.7

Pega Customer Service 8.8 Pega Customer Service 8.6 Pega Customer Service 8.5 Pega Customer Service

Visible para: All users Applies to: Pega Customer Service 8.7

Principiante

Agent Desktop

Inglés

Escenario

You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for customers. To help fix this issue, you want to add a coaching tip that reminds the CSRs to verify the new address for each customer.

Role	User name	Password
Manager	camanager	password123!
CSR	cacsr	password123!

Your assignment consists of the following tasks:

Task 1: Start the interaction

Start an interaction and start an Address change service case.

Task 2: Add a new coaching tip

Use the configuration tools to create a coaching tip.

Task 3: Assign the coaching tip

Assign the coaching tip to User CS CSR.

Task 4: Confirm your work

Begin an interaction and confirm that the new coaching tip suggested to CSR.

 

Debe iniciar su propia instancia de Pega para completar este Reto.

La inicialización puede demorar hasta 5 minutos. Le pedimos que tenga paciencia.

• Iniciar sesión

Recorrido del Reto

Tareas detalladas

1 Start the interaction

1. Log in to the Customer Service Interaction portal with the User name camanager and Password password123!.
2. Click + New > Demo Screen Pops > Demo Pop - CONNOR to simulate a phone call.
3. Click Accept to answer the call.
4. Click + Add task.
5. Double-click the Address change service case.

2 Add a new coaching tip

1. Click the Other actions icon to access the Configuration tools.
2. Click Configuration tools to open the Configuration tools dialog box.
3. Click the Coaching tips tab.
4. Click Add new to add a new coaching tip.
5. In the Coaching tip name field, enter ConfirmAddress.
6. In the Coaching tip description field, enter the coaching tip text: Please make sure to confirm the new address is spelled correctly.

3 Assign the coaching tip

1. In the Assigned to list, select User.
2. In the Name list, select CS CSR.
3. Enter the From and To dates.
4. Click Save to save the coaching tip.
5. Close the Configuration tools dialog box.
6. On the Address change service case, click Submit on each screen to complete the case.
7. On the left, click Wrap up.
8. In the Wrap Up section, click Submit.
9. Log out from the portal.

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