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Creating Personas and Channels for BAs

4 Tasks

20 mins

 Visible to: All users
Beginner Pega Platform '23 Case Management Constellation English

Scenario

GoGoRoad provides roadside assistance services through contracted vendors. To ensure customer satisfaction and service consistency across service vendors, auditors review common service requests (including unlocking vehicles, tire repairs, and battery charges). As the Director of Vendor Management, create a new Auditor Persona and provide application access for the new auditor. The new auditor Persona should access a unique interface.

As a Business Architect, you work with SMEs to determine the different Personas, or broad user groups, that will interact with your application. You will also work with SMEs to identify the unique user interfaces, or Channels, that those Personas utilize to access the application. 

User story

As the GoGoRoad Auditor, I want a dedicated Channel interface to access information related to the assistance request Process and the contracted service providers.

Technical notes documented by the System Architect

  • The GoGoRoad Application has an Auditor channel and an Auditor Persona.
  • The Auditor Persona has access to the Auditor Channel.
  • The GoGoRoad Application has a user with access to run reports and view the audit history only for Assistance Request and Service Case Types.
  • The Auditor Channel is based on the Standard Work portal and includes an Assistance Request landing page that includes the Case ID, Label, Create date/time, Create operator name, Work Status and Service type columns.

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

Role User name Password
Business Architect author@gogoroad pega123!
Auditor auditor@gogoroad pega123!
Note: Your practice environment may support the completion of multiple challenges. As a result, the configuration shown in the challenge walkthrough may not match your environment exactly.

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

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

Challenge Walkthrough

Detailed Tasks

1 Create the Auditor Persona

  1. In the Pega instance for the challenge, enter the following credentials:
    1. In the User name field, enter author@gogoroad.
    2. In the Password field, enter pega123!.
  2. In the navigation pane of App Studio, click Users > User management to display the existing Personas.
  3. On the Personas tab, in the upper-right corner, click Add to create a new Persona.
  4. In the Name field, enter Auditor, and then click Submit.
    New persona

2 Assign access for the Auditor Persona

  1. On the User management page, click Auditor.

    The Auditor Persona in the list of Personas
  2. On the Case Types tab, in the Assistance Request row, click the Configure access icon.
    Auditor configuration
  3. Click Open and Modify to remove access to both actions, and then click Submit.
  4. Repeat steps 2 and 3 on the Service Case Type to remove access to both actions.
  5. In the upper-right corner, click Save.

3 Create a user account for the Auditor

  1. Click the Back to previous page icon to display the User management page.
  2. Click the People tab to display the list of existing users and associated roles.
  3. Click Invite people to your application.
    Highlighting the Invite users to your application button
  4. In the Add users to application window, in the text box field, enter auditor@gogoroad.
  5. In the drop-down list on the right, select Auditor, and then click Add.
    add-operator
    Note: You can send a Welcome email to the user by clicking Send invitation.
  6. Copy the custom-generated password to a text file for later use. 
  7. Close the Add users to application window.
  8. Click Save to save your work.

4 Create a Channel interface for the auditor

  1. In the navigation pane of App Studio, click Channels to display the current Channel interfaces.
  2. In the Create new Channel interface section, click Portal to display the New portal dialog box.
    Create Channel interface
  3. In the Name field, enter Auditor.
  4. In the Description field, enter Custom Portal for the GoGoRoad auditor.
  5. In the What type of Portal experience do you want to build? section, click Standard work Portal.
  6. In the New Portal dialog box, click Submit.
    New Portal
  7. On the Content tab, click Landing pages.
  8. In Landing pages page, click Add to display the Add a page dialog box.
    Add landing page
  9. In the Name field, enter Assistance Request.
  10. In the Template list, select List page.
  11. Click Submit.
    Add a page
  12. In the Edit landing page: Assistance Request section, in the Data page field dropdown, select Assistance Request list.
  13. In the Columns section, click Add.
  14. Select the Case ID, Label, Create date/time, Create operator name, Work Status and Service type fields, and then click Add.
    Editing the Assistance Request landing page
  15. Click Save to save the new landing page.
  16. Click the left arrow next to Landing pages to go back to the Main navigation page. 
  17. On the Main navigation page, click Add item and select Assistance Request.
    Main navigation
  18. To the right of the My Work item, click the Remove icon to remove the item from the Landing pages menu.
  19. Repeat step 18 to remove the Dashboards item from the Landing pages menu.
  20. In the Landing pages menu section, click and drag the items into the following order: Home, Assistance Request, and Explore Data.
    Main navigation final
  21. Click the Configuration tab.
  22. In the Channel header list, select Application name + Channel name.
  23. In the Personas section, click Add.
  24. Click Auditor to allow the auditor to access the Auditor Portal.
  25. In the upper-right corner, click Save.

Confirm your work

  1. In the lower-left corner, click the user icon, and then click Log off to sign out of the GoGoRoad application.
  2. Log in to the application with the auditor@gogoroad user name and custom generated password that you copied earlier in the challenge.
  3. When prompted by the application, change the password to pega123!
  4. Confirm that you are in the Auditor portal, as shown in the following figure:
    Auditor portal
    Note: The number of cases in the My worklist widget might vary.

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

Available in the following mission:

Return to mission
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