Building an application with Blueprint

1 Tarea

20 minutos

Pega Blueprint

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Visible para: All users Applies to: Pega Blueprint

Principiante

Case Management

Inglés

Escenario

You are a Solution Designer working with business and technical stakeholders at U+ Hotels, a hospitality and travel services provider. As part of the application discovery process, requirements and expectations were captured through discussions with stakeholders and documented using Pega Blueprint™.

In real-world projects, you collaborate directly with stakeholders during meetings and workshops to design applications and document those conversations in Blueprint as they evolve. For the purposes of this challenge, instead of participating in live discovery sessions, you are provided with a consolidated functional description that represents the outcome of those discussions.

Use the following Consolidated functional description to create the Pega Blueprint application for UPlus Hotels.

Consolidated Functional Description

The following consolidated functional description represents the outcome of the stakeholder discussions. Use it as the source content for the Blueprint:

Objective

To orchestrate a seamless, end-to-end guest lifecycle and partner ecosystem for U+ Hotels through a unified, omnichannel Pega application. This platform aims to empower travel and hospitality providers to deliver highly personalized, responsive, and proactive service, from initial pre-booking inquiries through post-stay engagement, while streamlining the integration of new property partners into the network. This version of the application will tackle only two initial workflows.

Functionality

The application serves as the central nervous system for guest interactions and partner operations, featuring a robust data foundation and intuitive case management.

Core Case Types

• Complaint Resolution: End-to-end tracking of guest issues, complete with SLA monitoring, root-cause analysis, and cross-departmental collaboration.
• Partner Onboarding: Streamlined workflows for integrating new properties, including compliance verification, contract management, and initial inventory syncing.

Comprehensive Data Objects

• Guest Profiles: Rich, 360-degree views including preferences, loyalty status (e.g., tier levels), travel history, real-time sentiment, and calculated customer lifetime value. 
• Reservation Records: Deep links to booking details, ancillary services purchased, special requests, and payment/billing ledgers. 
• Service Request Logs: Detailed audit trails containing timestamps, interaction channels, request categories, and fulfillment status. 
• Property Asset Management: Real-time visibility into room inventory, available amenities, and maintenance status to prevent booking conflicts. 
• Partner Profiles: Data models managing property credentials, performance metrics, and service level agreements (SLAs).

Omnichannel Experience

A unified desktop for service agents, combined with self-service portals and conversational AI (chatbots) for guests across web, mobile, and social channels. The Marketing department at U+ Hotels has approved the use of the out-of-the-box "Dark fancy" theme for this Blueprint design. 

Automation and Management

The system leverages intelligent orchestration to reduce manual effort and ensure high-touch service at scale.

• Intelligent Routing & Escalation: Inbound inquiries and service requests are automatically analyzed to determine urgency, sentiment, and complexity. They are then dynamically routed to the best-equipped agent or automated workflow based on skill, availability, and guest VIP status.
• Automated Guest Recognition & Next-Best-Action: Upon interaction, the system instantly identifies the guest and leverages decisioning rules to surface context-aware recommendations to the agent (e.g., proactive room upgrades for loyalty members, personalized activity suggestions).
• Adaptive Service Recovery Protocols: In the event of a complaint, the application uses an automated decision matrix to recommend or automatically issue configurable compensation alternatives (e.g., loyalty points, statement credits, meal vouchers) based on issue severity, guest tier, and operational constraints.
• Integration Framework: Seamless, API-driven connectivity to external Property Management Systems (PMS), Global Distribution Systems (GDS), centralized reservation databases, and legacy CRM platforms to ensure data consistency without swivel-chair data entry.

Expected Outcomes

Implementing this application architecture will drive measurable improvements across both guest and partner experiences:

• Elevated Guest Satisfaction (NPS/CSAT): Delivering faster, personalized resolutions and proactive service touchpoints will directly increase guest loyalty and repeat bookings.
• Increased Operational Efficiency: Intelligent routing and automated service recovery will significantly reduce Average Handle Time (AHT) and lower the cost-to-serve for routine inquiries.
• Accelerated Partner Time-to-Market: Frictionless partner onboarding workflows will allow U+ Hotels to bring new properties online and generate revenue faster, with fewer manual compliance bottlenecks.
• Empowered Service Agents: Providing a unified, 360-degree view of the guest alongside guided Next-Best-Action prompts will reduce agent training time and improve first-contact resolution (FCR) rates.

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

Role	User name	Password
Solution Designer	[email protected]	pega123!

After completing this challenge, you should be able to:

• Accelerate application development using Pega GenAI™ tools such as Pega Blueprint™.
• Design a high-fidelity Blueprint.
• Export a Blueprint as both a PDF and a Blueprint file.

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

Tareas detalladas

1 Building an Application with Blueprint

Use the  technical documentation linked in the Journey map above to complete the assigned tasks. The technical documentation might have more information than you need to complete the tasks.

Acceptance criteria

Task 1: Create a new application Blueprint for U+ Hotels Travel Management Customer Support (TMCS)

• The application purpose is selected as Travel Management Customer Support, the provided functional description is entered, and the organization name is entered as UPlus Hotels.
• Blueprint workflows are generated from the provided details.

Task 2: Refine the workflows, data, and integrations, and personas generated by Blueprint

• Blueprint-generated Case Types for TMCS display with valid lifecycles (Stages and Steps).
• Case Types have complete details and relevant settings, such as attachment categories.
• Case Types have clear Service-Level Agreement (SLA) expectations and assignment routing in Steps.
• Workflow details include business insight requirements and preview the expected report outcomes in live preview contexts.
• The Data Model displays fields and relationships relevant to TMCS, including calculated values.
• Data Objects and integrations are available with defined sources, and you can review or edit them.
• Personas display with configurable settings, and are assigned to Case Types, Data Objects, and channels.
• The application preview reflects the configured TMCS solution and the approved theme.

Task 3: Review the summary of the application overview and export the Blueprint file

• The summary page displays the correct application context along with the workflows, Data Objects, and Personas.
• The Blueprint history shows revisions.
• The Blueprint is exported as both a PDF and a Blueprint file after the validation checks pass.

Directions

1. In the Pega Platform instance for the challenge, enter the following credentials:
   1. In the User name field, enter [email protected].
   2. In the Password field, enter pega123!.
2. From the header, click Application name > Create new Application from Blueprint.
   
3. In Pega Blueprint, create a new application Blueprint for UPlus Hotels Travel Management Customer Support (TMCS).
4. Set the industry to Other, and Select Travel Management Customer Support as the application purpose.
5. Enter the provided functional description, and enter UPlus Hotels as the organization name.
6. Generate the Blueprint workflows from the provided details.
7. Refine the Case Types so that each one displays a valid lifecycle, with complete details and relevant settings such as attachment categories, as detailed in the Acceptance criteria.
8. Configure clear Service-Level Agreement (SLA) expectations and assignment routing in the Steps.
9. Refine the workflow details to include business insight requirements, and preview the expected report outcomes in the live preview.
10. Refine the Data Model so that it displays the fields, relationships, and calculated values relevant to TMCS.
11. Review the Data Objects and integrations to confirm that each one has a defined source, and edit them as needed.
12. Assign the Personas to the relevant Case Types, Data Objects, and channels, and configure their settings.
13. Open the application preview to confirm that it reflects the configured TMCS solution and the approved theme.
14. Review the summary of the application overview, and confirm that the application context, workflows, Data Objects, and Personas are correct.
15. Review the Blueprint history to confirm that the revisions are recorded.
16. Run the validation checks, and then export the Blueprint as both a PDF and a Blueprint file.

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Disponible en la siguiente misión:

• System Architect v8