Configuring a common phrase
Archived
3 Tasks
15 mins
Scenario
Your company wants to set up a consistent greeting for customer service agents to use when sending email to customers. The message should thank the customer for their inquiry.
Role |
Username |
Password |
Customer Service Manager |
camanager |
rules |
Your assignment consists of the following tasks:
Task 1: Create the common phrase using the following information:
Property |
Value |
Phrase name |
|
Phrase category |
Greeting |
Channel |
|
Phrase text |
Hello, thank you for your inquiry over email. |
Task 2: Send an email to support@enablement.com
Task 3: Observe that the common phrase is displayed as an option when you reply to the email.
Challenge Walkthrough
Detailed Tasks
1 Create the common phrase
- Log in to Pega Infinity™ as camanager using password rules.
- Click Application Tools > Common phrases to configure common phrases.
- Click Add phrase to create a new phrase.
- Use the following table to complete the new phrase.
Property |
Value |
Phrase name |
|
Phrase category |
Greeting |
Channel |
|
Phrase text |
Hello, thank you for your inquiry over email. |
- Click Submit to add your phrase.
2 Send an email to support@enablement.com
- Go to the exercise system starting page (http://<exercise system IP address>), and click the Email Client link to open the email client.
- Log in and use the credentials customer1/password.
- Click Mail to access the Inbox.
- Click Write mail to compose a new email.
- Send the email to: support@enablement.com
- Enter any subject and some content for the email. Then click Send message.
- Click Log off to leave the email client.
3 Observe the common phrase appears as an option when you reply to the email
- In the CS Manager, view click My workbaskets.
- Select Inbound correspondence to view cases generated from incoming emails.
Tip: It may take a few minutes for your email to get processed.
- Select the case that was generated from your email.
- Click reply.
- Click Phrases and verify that the common phrase you created exists.