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Configuring a common phrase

2 Tareas

15 minutos

Visible to: All users
Principiante Pega Customer Service 8.8 Agent Desktop Inglés

Escenario

Your company wants to set up a consistent greeting for customer service agents to use when sending emails to customers. The message thanks the customer for their inquiry.

Role User name Password
Customer Service Administrator CSAppAdmin password123!
Customer Service Representative cacsr password123!

Your assignment consists of the following tasks:

Task 1: Create the common phrase in App Studio and associate it with email

Create the common phrase in App Studio and associate the message with email by using the following information:

Property

Value

Phrase name

Email

Phrase category

Greeting

Channel

Email

Phrase text

Hello, thank you for your inquiry over email.

Task 2: Send an email to support@enablement.com

(*Hint: Go to the exercise system starting page (http://<exercise system IP address>), and then click the Email link.)

Task 3: Confirm your work

Observe that the common phrase is displayed as an option when you reply to the email.

 

Debe iniciar su propia instancia de Pega para completar este Título del desafío.

La inicialización puede demorar hasta 5 minutos. Le pedimos que tenga paciencia.

Recorrido del Reto

Tareas detalladas

1 Create the common phrase in App Studio and associate it with email

  1. Log into the App Studio with the User name CSAppAdmin and Password password123!.
  2. Click Settings > Chat and messaging to create a new common phrase.
    Chat and messaging
  3. Select Common phrases to configure common phrase settings.
  4. Click Actions > Add phrase to create a new phrase.
    Add phrase
  5. Use the following table to complete the new phrase.

    Property

    Value

    Phrase name

    Email

    Phrase category

    Greeting

    Channel

    Email

    Phrase text

    Hello, thank you for your inquiry over email.

  1. Click Submit to add your phrase.
  2. Click Save.

2 Send an email to support@enablement.com

  1. Go to the exercise system landing page (http://<exercise system IP address>), and then click the Email link to open the email client.
  2. (Optional) If not logged in already, log in with the User name customer1 and Password password.
  3. Click Mail to access the Inbox.
  4. Click Write mail to compose a new email.
  5. Send the email to support@enablement.com.
  6. Enter any subject and some content for the email.
  7. Click Send message.
  8. In the left pane, click Log off, and then click Log off again to leave the email client.

Confirme su trabajo

  1. Log into the Customer Service Interaction portal with the User name cacsr and Password password123!.
  2. In the Interaction portal, click My workbaskets.
  3. Select Inbound correspondence to view cases generated from incoming emails.
    Nota: It may take a few minutes for your email to get processed.
  1. Select the case that your email generated.
  2. Click Reply.
  3. Click Phrases and verify that the common phrase you created exists.


Disponible en la siguiente misión:

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