Optimizing Case processing with Pega GenAI Agents

1. In the Pega Platform instance for the challenge, enter the following credentials:
   1. In the User name field, enter admin@deliveryservice.
   2. In the Password field, enter rules.
2. In the header of App Studio, switch to the Truck Service application.
3. Switch to Dev Studio, and create a new version in the TruckService Ruleset.
4. Switch back to App Studio, and then, in the navigation pane, click AI Designer > Agent.
5. On the landing page, click Create new Agent.
6. Complete the Create Agent dialog box:
   1. In the Agent name field, enter Vendor evaluation.
   2. In the Description text box, enter This agent assists the Executive Manager during the vendor enrolment approval step. It provides conversational, on‑demand support by summarizing vendor details, highlighting potential compliance or completeness issues, and explaining key information in clear business language. The agent does not make approval decisions but supports the Executive Manager with relevant insights while reviewing the vendor registration.
   3. In the Scope section, select Case Type.
   4. In the Applies To list, select Vendor Enrollment.
   5. Click Submit.
      
7. On the Definition tab of the Vendor evaluation Agent Rule, in the Agent instructions text box, enter the following text:
   This agent assists Executive Managers during the vendor enrolment approval step by providing conversational, on demand support based on the information captured in the case. The agent can:
       Summarize key vendor details in clear, business friendly language.
       Answer specific questions about the vendor using case data.
       Provide advisory insights only; it does not approve or reject vendors.
8. In the Guardrails text box, enter the following text:
   Do not provide or infer sensitive vendor information beyond what is explicitly captured in the case, including personally identifiable information (PII) or confidential identifiers.
   
   Do not make approval, rejection, or commitment decisions on behalf of the Executive Manager. All final decisions must remain with authorized users.
   
   Do not initiate or process vendor actions such as approvals, registrations, or document submissions. Direct users to the appropriate case steps or authorized roles.
9. In the Response Style & Tone text box, enter the following text:
   Maintain a professional yet approachable tone that balances technical accuracy with clear, accessible language appropriate for both utility professionals and customers.
   
   Use concise language while ensuring completeness of information, avoiding unnecessary technical jargon when simpler terms will suffice.
   
   Conclude responses with a clear next step or invitation for follow-up questions to maintain conversation flow and ensure user satisfaction.
10. In the Guided Questions section, in the Question text box, enter How can I help you review this vendor enrollment?
11. In the Additional Instructions text box, enter Keep the initial response very brief without any Case-specific details.
12. In Quick-Select Question section, click Add, and then in the Question text box, enter  Give me a quick overview of this vendor’s enrolment information.
13. In the Additional Instructions text box, enter Refrain from discussing internal vendor rankings, commercial terms, or strategic considerations that are not intended for disclosure during the review process.
14. Repeat steps 12-13 to add the following question and instructions:

    Question	Additional Instructions
    In which cities does the vendor provide freight services?	Identify and list the cities in which the vendor has indicated they provide freight services, based on the registration details captured in the Case.

15. Save the Agent.
16. Click the Knowledge tab, and then click Open Agent in Dev Studio.
    補足： Refresh the Agent Rule if you cannot see the configurations you created in the previous steps.
17. Click the Knowledge tab. In the Tool field, enter or select pyGetCaseData
18. Click Add, and then enter or select pyGetCaseHistory.
    
19. Save the Agent Rule.

For more information about Agent Rule configuration, see Automating Case processing by creating Agents.

1. In the header of App Studio, switch to the Compliance application.
2. Switch to Dev Studio, and then add a new Ruleset version in ComplianceMgmt Ruleset.
3. Switch back to App Studio.
4. Click AI Designer > Agent, and then click Compliance Agent.
5. Click the Settings tab, and then select the Enable External Access checkbox.
6. Copy the generated Agent card URL into a notepad.
   You use this URL to configure the Agent2Agent (A2A) interface.
7. Save the Agent.
   
8. Click App Studio > Dev Studio.
9. In the navigation pane of Dev Studio, click Records
10. Click Security > OAuth 2.20 Client Registration.
11. In the list of instances, open the PegaApp_ComplianceMgmt record.
12. In the Client Credentials section, click Regenerate client secret, and then in the dialog box, click Regenerate.
13. Click View & Download to save the file, and then close the dialog box.
14. In the PegaApp_ComplianceMgmt Rule, click Save.
15. Switch to the Truck Service application, and then switch to Dev Studio.
16. In the Records Explorer, click Security > Authentication Profile, and then click Create.
17. In the Type list, select OAuth 2.0. 
18. In the Name field, enter VendorComplianceAuthProfile, enter Short description, and click Create and open.
19. On the Client configuration landing page, in the Grant type list, select Client credentials.
20. Enter the client identifier, client secret, access token endpoint, and revoke token endpoint by using the information you downloaded in step 13. 
21. In the Advanced configuration section, in the Lowest allowable SSL/TLS version field, enter or select TLS version 1.2.
22. Save the Authentication Profile Rule.
23. 
24. In the Records Explorer, click Generative AI > Agent.
25. Open the VendorEvaluation Agent Rule, and then click the Advanced Tools tab
26. In the External Agents and Tools section, in the Agents table, click Add, and then enter VendorCompliance.
27. Click the Open icon.
28. In the Apply to field, enter or select MDC-TS-Work-VendorEnrollment, and then click Create and open to set the Agent protocols: 
    1. On the Service tab, in the Protocol list, select Agent2Agent(A2A).
    2. In the Provide URL field, enter the Agent Card URL you copied in step 4.
    3. In the Authentication section, in the Agent card and Execution fields, enter VendorComplianceAuthProfile.
    4. Click History tab, and enter Description.
    5. Click Save, and then close the Connect Agent Rule.
       
29. Go back to the VendorEvaluation Agent rule, enter the VendorCompliance Connect Agent Rule in the Agents field in the External Agents and Tools section.
30. Save the Agent Rule.