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

2 Tasks

10 mins

Visible to: All users Applies to: Pega Customer Service '26

Beginner

English

Scenario

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	CSDeveloper	password123!
Customer service representative	CSCSR	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.

Challenge Walkthrough

Detailed Tasks

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

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

Click Done.
Click Save.

2 Verify email tracking in the Interaction Portal

Log in to the Interaction Portal as Customer Service Representative:
1. In the user name field, enter cscsr.
2. In the password field, enter password123!.
In the navigation of Pega Customer Service, click Create, and then click Demo Pop: Emily Foster, verified.
Click Accept.
In a phone call interaction in the Interaction Portal, begin a Service Case by clicking Add case.
In the Add case list, select File a complaint Case Type.
In the Capture complaint details form, complete the required fields.
Click Submit.
Select the Customer agrees to the terms above checkbox, and then click Submit.
Click Submit.
Click Go, and then click Submit.
Refresh the browser window
In the Emails tab, confirm that the system sent the email.
Click Wrap up, and then click Submit.