Setting up assignments with Get Next Work

4 Tasks

10 mins

Pega Customer Service '26

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

Beginner

English

Scenario

U+ Bank wants to improve engagement with customers. U+ Bank receives customer emails in an email channel that uses intelligent routing. Emails that match the Close Account topic go to the Closing Work Queue, and emails that match the Address Change topic go to the Account Maintenance Work Queue.

The CSCSR operator is configured with the Use all work queue assignments option. With this setting, Get Next Work considers the Assignments from all Work Queues of the team and returns the email that was created first when the customer service representative (CSR) clicks Get next email button.

In this phase of the implementation, U+ Bank wants to change the order in which the CSR receives emails. Emails routed to the Account Maintenance Work Queue must be handled before emails routed to the Closing Work Queue, regardless of arrival order.

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

Role	User name	Password
Email Web Client user	customer1	customer1
Interaction Portal user	CSCSR	password123!
Customer Service Application Administrator	CSDeveloper	password123!

Your assignment consists of the following tasks:

Task 1: Send emails to test the current assignment logic

As a customer, send two emails to U+ Bank. In the first email, you request to close your account. In the second email, you request an address change.

Task 2: Verify the order in which the emails arrive in the system

As a Interaction Portal user, verify the order in which the emails arrive, and notice that Get next email returns the email that arrived first.

Task 3: Configure the Get Next Work settings of the operator

As a Customer Service Application Administrator, set the AccountMaintenance Work Queue with an Urgency Threshold of 40 and the Closing Work Queue with an Urgency Threshold of 50, and select Get from work queues first option.

Task 4: Test the new assignment logic

As a customer, send the close account email first and then the address change email. As a Interaction Portal user, verify that Get next email now returns the address change email first.

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

• Log In

Detailed Tasks

1 Send emails to test the current assignment logic

1. Open the exercise system landing page, and then click Web mail.
2. Log in as the Email client user by entering the following credentials:
   1. In the User name field, enter customer1.
   2. In the Password field, enter customer1.
3. In the left pane, click Mail to access the inbox.
   
4. In the header, click Write mail to compose a new email.
   
5. In the To: field, enter [email protected].
6. In the Subject: field, enter Request to close my account.
7. In the message, enter Dear U+, Please close my account at your earliest convenience. I no longer need access to the account and would like it to be permanently closed. If you need any additional information to verify my identity or complete the request, please let me know. Regards, Adam Parker
8. Click Send message.
   
9. In the header, click Write mail to compose a new email.
10. In the To: field, enter [email protected].
11. In the Subject: field, enter Moving to a new house.
12. In the message, enter Dear U+, I would like to inform you that I have a new address: 222 West Las Colinas Blvd., Irving, TX 75039, USA. Also, I have a new email address: [email protected]. Regards, Adam Parker
13. Click Send message.
14. In the left pane, click Log off, and then click Log off again to leave the email client.

2 Verify the order in which the emails arrive in the system

1. Log in as a Interaction Portal user by entering the following credentials:
   1. In the User name field, enter CSCSR.
   2. In the Password field, enter password123!.
2. In the left navigation, click My open emails.
   
3. Click Get next mail to open the first email from Adam Parker.
   
4. Note that the system opens the email with the Request to close my account subject, because it was created first and the CSCSR operator uses all Work Queue Assignments in the team.
   
5. Click Wrap-up, then click Submit.
   
6. Repeat steps 2 through 3 to open the second email from Adam Parker.
7. Note that the system opens the email with the Moving to a new house subject.
   
8. Click Wrap-up, then click Submit.
9. In the upper-right corner, click C > Logout.

3 Configure the Get Next Work settings of the operator

1. Log in to Infinity Studio as a Customer Service Application Administrator by entering the following credentials:
   1. In the User name field, enter CSDeveloper.
   2. In the password field, enter password123!.
2. In the header of Infinity Studio, click Configure > Org & Security > Organization > Operators.
   
3. On the Operators tab, select CSCSR operator to edit.
4. Click the Work tab.
   
5. In the Routing section, clear the Use all work queue assignments in user's team checkbox. Verify that Merge work queues is also cleared.
   
6. In the Work Queue section, click Add item.
7. In the Work Queue field, select AccountMaintenance, and in the Urgency Threshold field, enter 40.
8. Click Add item.
9. In the Work Queue field, select Closing, and in the Urgency Threshold field, enter 50.
10. Select the Get from work queues first checkbox.
    
11. Click Save to update the configuration.
    
12. In the upper-right corner, click C > Logout.

4 Test the new assignment logic

1. Open the exercise system landing page, and then click Web mail.
2. Log in as the Email client user by entering the following credentials:
   1. In the User name field, enter customer1.
   2. In the Password field, enter customer1.
3. In the left pane, click Mail to access the inbox.
   
4. In the header, click Write mail to compose a new email.
   
5. In the To: field, enter [email protected].
6. In the Subject: field, enter Request to close my account.
7. In the message, enter Dear U+, Please close my account at your earliest convenience. I no longer need access to the account and would like it to be permanently closed. If you need any additional information to verify my identity or complete the request, please let me know. Regards, Adam Parker
8. Click Send message.
   
9. In the header, click Write mail to compose a new email.
10. In the To: field, enter [email protected].
11. In the Subject: field, enter Moving to a new house.
12. In the message, enter Dear U+, I would like to inform you that I have a new address: 222 West Las Colinas Blvd., Irving, TX 75039, USA. Also, I have a new email address: [email protected]. Regards, Adam Parker
13. Click Send message.
14. In the left pane, click Log off, and then click Log off again to leave the email client.
15. Log in as a Interaction Portal user by entering the following credentials:
    1. In the User name field, enter CSCSR.
    2. In the Password field, enter password123!.
16. In the left navigation, click My open emails.
    
17. Click Get next mail to open the first email from Adam Parker.
    
18. Note that the system opens the email with the Moving to a new house subject.
    
19. Click Wrap-up, then click Submit.
    
20. Repeat steps 16 through 17 to open the second email from Adam Parker.
21. Note that the system opens the email with the Request to close my account subject.
    
22. Click Wrap-up, then click Submit.
23. In the upper-right corner, click C > Logout.

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