Using Pega GenAI Blueprint to create a Customer Service application

2 Tasks

5 mins

Pega Customer Service '25

Pega Customer Service '24.1

Visible to: All users Applies to: Pega Customer Service '25

Beginner

English

Scenario

As an application administrator, you have been tasked with creating a new application for CSRs at your organization to use in their day-to-day operations. Use Pega GenAI Blueprint™ to quickly create a new application and test it by running an interaction.

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

Role	User name	Password
CS Application Administrator	CSAppAdmin	password123!

Your assignment consists of the following tasks:

Task 1: Create a Blueprint

Use Blueprint to create a new Blueprint for a Customer Service application with the help of Pega GenAI.

Task 2: Create the new application

Use App Studio to build a new application from the Blueprint file.

 

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

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

• Log In

Challenge Walkthrough

Detailed Tasks

1 Create a Blueprint

1. In the instance for the challenge, click Pega Infinity™ to log in as a Customer Service application administrator:
   1. In the User name field, enter CSAppAdmin
   2. In the Password field, enter password123!
2. In the header of App Studio, click CSApp > New application.
3. Click Create a Blueprint.

Note: When you click Create a Blueprint, a new browser window opens that takes you to your Blueprint dashboard.

4. Click Build a Blueprint.
5. On the My Blueprint Dashboard, click Create an Application Blueprint, and then click Accept terms and conditions.
6. In the Which industry is your application for? section, click Banking, and then click Next.
7. In the Select a sub-industry section, click Retail Banking.
8. In the Department/function list, select Customer Service, and then click Next.
9. In the Application purpose list, select Customer Service for Financial Services.
10. In the Organization name field, enter U+ Bank, and then click Next.
11. After your Blueprint is generated, review the Workflows step, and then click Next.
12. Repeat step 11 for the Workflow Details, Data & Integrations, Personas, and Features steps.
13. Optional: Add additional Workflows, data objects, or Personas.
    Note: Because Blueprints are created with the assistance of Pega GenAI, the Workflows, Workflow Details, Data & Integrations, Personas, and Features that it generates for you might not be an exact match to those present in the walkthrough video. Always review content created by Pega GenAI for accuracy.

14. On the Summary step, download the Blueprint to your desktop.

2 Create a new application

 

1. Return to the browser window that contains App Studio.
2. Click Build from a Blueprint.
3. Select Upload a Blueprint, and then click Select a Blueprint to upload.

 

4. Select the Blueprint file you created for Task 1 of this challenge, and then click Open.
5. In the Built on application list, select Customer Service, and then click Next.

 

6. Review the Case Types step, and then click Next.
7. Repeat step 6 for the Data Objects, Personas, Features and Configurations steps, and then click Submit.

Note: After you click Submit, App Studio creates your application based on the Blueprint. The process usually requires several minutes to finish but it can sometimes take a significant amount of time.

 

8. Click Go to app.

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This Challenge is to practice what you learned in the following Module:

• Using Pega GenAI Blueprint in Pega Customer Service v1

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Available in the following mission:

• Pega Customer Service Foundation v9