Configuring business conditions

2 Tasks

5 mins

Visible to: All users

Beginner

Pega Customer Service 8.8

App Studio

English

Scenario

U+ Bank identifies that many customer accounts are without associated email or Facebook contact information. To ensure their client database is up to date, Customer Service Administrators decide to update customer contact information by using the Intelligent Guidance feature of Pega Customer Service™. U+ Bank wants its CSRs to suggest contact information updates when they interact with customers whose contact email or Facebook ID is missing. The bank wants the relevant service request type to display in the system as the next best action for the CSR to take.

As a Customer Service Administrator, create a new business condition to verify whether the customer is missing a contact email or Facebook ID.

Use the following credentials to log in to the exercise system:

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

Your assignment consists of the following tasks:

Task 1: Create a new business condition

Create a new business condition in App Studio with the following information:

Name	Description
Contact email or Facebook ID missing	Contact information needs updating as email or Facebook account is missing.

Condition number	Context	Property	Operator	Value
1	.Contact	Email	is equal to	""
2	.Contact	Facebook ID	is equal to	""

Task 2: Configure the Intelligent Guidance feature for autopay enrollment

Set up the Intelligent Guidance feature to display Update contact information as the next best action for the CSR to take whenever the newly created business condition is true.

Task 3: Confirm your work

Initiate a demo call from John Brown, a customer whose contact email account is missing. Verify if Update contact information is displayed as a suggested action.

Challenge Walkthrough

Confirm your work

Log in to the Interaction Portal with User name cacsr and Password password123!
In the header of the Customer Service application , click New > Demo Screen Pops > Demo Pop - BROWN to launch the customer interaction.
In the Incoming Web messaging conversation window, click Accept to initiate the customer interaction.

The Update contact information case suggestion is now displayed in the Next best action section of the screen. In the Contact Information section, you can see that John Brown's email information is missing from his account.