Configuring customer verification

2 Tasks

15 mins

Pega Customer Service 8.7

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Visible to: All users

Intermediate Pega Customer Service 8.7 Agent Desktop English

Scenario

The business wants to ensure that all customer service representative verify the identity of a customer at the start of an interaction. You have been asked to configure the security questions and add them to the service case request for verification.

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

Your assignment consists of the following tasks:

Task 1: Define verification questions for a question category

Define security questions to verify the customer's last name, phone number, and account number for a question category.

Task 2: Add the question category to a service case

The business wants to apply customer verification to the Report a lost or stolen card service case, adding the question category to this service case request.

Task 3: Confirm your work

Confirm that the Report a lost or stolen card service case prompts the representative with the questions to confirm the customer's identity.

 

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

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

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Challenge Walkthrough

Detailed Tasks

1 Define verification questions for a question category

1. Log in to the exercise system as a Customer Service Application Administrator with User name CSAppAdmin using Password password123!.
2. In the navigation pane of App Studio, click Settings > General, and then open the Customer verification tab.
   
3. In the General settings section of Customer verification, select the Allow CSR with ByPassCustomerVerification privilege to skip verification process check box.
4. In the Verification fails after this many incorrect response field, select a number (such as 2).
   
5. Click Add category.
6. In the fields, add the following data:
   1. Name: Service case request verification
   2. Description: Add verification questions for service case requests
7. In the Question sets, add the following question groups:

   Question sets	Question	Source	Field
   Question group 1 (OR)	What is your last name?	Contact	Last name
   	What is your phone number?	Contact	Phone number
   Question group 2 (AND)	Provide the last four digits of your account number.	Account	Account number

   

8. Click Submit to add the Question category.
   
9. Click Save to save the configurations.

2 Add the question category to a service case

1. In the navigation pane of App Studio, click Case types.
2. From the Case types, click the Report a lost or stolen card service request type.
3. On the Settings tab, click Case processing options.
4. In the Customer verification section, select the Same category for all customers verification option.
5. In the Questions category list, select the Service case request verification category of customer verification questions to ask.
   
6. Click Save.
7. Click Settings > General, and then Customer verification to return to verification settings.
8. Ensure that Report lost or stolen card is displayed under Case types for the Service case request verification questions category.
   

Confirm your work

1. Log in to the Customer Service Interaction portal as a Customer service representative with User name cacsr using Password password123!.
2. Click New > Demo Screen Pops > Demo Pop - CONNOR to start a customer interaction.
3. Click Accept.
4. Click Add task, and then double click Lost or stolen card to run the service case.
5. Confirm that the verification questions are displayed to the customer service representative in sets. If a customer answers the questions correctly, then the representative can continue with the service case. Otherwise, verification fails immediately.
6. Finally, check what CSR sees when a customer answers two of the questions incorrectly. Does the verification pass or fail?
   
    
   
    
   

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Available in the following mission:

• Customer Service Low-Code Developer v4