Skip to main content

Challenge

Suggesting a reply based on email content

6 Tasks

15 mins

Visible to all users
Intermediate Pega Customer Service 8.5 English

Scenario

Your team asks you to update the Pega Customer Service™ email channel. You need a suggested reply for when a customer sends an email and there is some required information missing. We have also noticed that people are using the term “misplaced” in their email when they report their lost card. We need to ensure that the right case type is suggested to the Customer Service Representative (CSR).

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

Role

User name

Password

Email Client user

Customer1

password

Customer Service Representative

CACSR

rules

Customer Service Application Administrator

CSAppAdmin

password123!

Your assignment consists of the following tasks:

Task 1: Add a suggested reply

In App Studio, in the MySupport email channel, add a suggested reply for the Account Address Change case type.

Task 2: Test the model used for topic identification

In the MySupport email channel, test the AI logic used for topic identification.

Task 3: Add a keyword

In the MySupport email channel, Add misplaced to the list of keywords for the Report lost or stolen category.

Task 4: Test the configuration using the test console

In the MySupport email channel, test the configuration to validate that the new keyword identifies the topic (case).

Task 5: Test the end-to-end configuration using the email client

In the email client, create emails to test your email channel configuration.

Task 6: Test the model used for topic identification

In the Interaction Portal, process the emails and validate your changes.

Challenge Walkthrough

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

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

Detailed Tasks

1 Add a suggested reply

  1. Log in to App Studio as the Customer Service Application Administrator with user name CSAppAdmin using password password123!
  2. In the navigation pane of App Studio, click Channels.
    Channels
  3. On the Channels landing page, click the MySupport channel to update the configuration.
    Mysuppport channel
  4. In the MySupport channel, click the Behavior tab.
    Channel behavior tab
  5. In the Suggested replies section, click Add suggested reply to add a new suggested reply.
    Add a suggested reply
  6. In the Add suggested reply dialog box, in the Email template list, select Missing Info.
  7. In the Associate topics list, select the Account Address Change case type.
    Add suggested reply
  8. Click Submit to add your suggested reply.
  9. Click Save to update your configuration.

2 Test the model used for topic identification using the test console

  1. In the upper-right corner, click Test to test the new email channel configuration.
  2. In the From (email) field, enter Customer1@enablement.com.
  3. In the To (email) field, enter support@enablement.com.
  4. In the From (name) field, enter Sara Connor.
  5. In the Subject field, enter Moving.
  6. In the Message field, enter the email content, for example: Hello! I'm moving and want to update my address.
    Test email routing - address change
  7. Click Test. The test email evaluation is displayed.
  8. Observe that Account Address Change was identified as the Topic. This means that your suggested reply is available when an agent responds to this incoming email.
    Address change routing results
  9. Click Close to dismiss the test email evaluation.

3 Add a keyword

  1. In the Suggested cases section, to the right of the Report lost or stolen card case type, click the Gear icon to open the Add suggested case dialog box.
    Edit a suggested case type
  2. In the Add suggested case dialog box, click the Text Analysis tab.
  3. In the Approximate match field, enter the keyword misplaced.
    Add words to a suggested case
    Note: Alternatively, you can navigate to the Text analysis tab on the Create new channel interface screen to add the keyword.
  1. Click Submit to update your suggested case.
  2. Click Save to update your configuration.

4 Test the configuration using the test console

  1. In the upper-right corner, click Test to test the new email channel configuration.
  2. In the From (email) field, enter Customer1@enablement.com.
  3. In the To (email) field, enter support@enablement.com
  4. In the From (name) field, enter Sara Connor.
  5. In the Subject field, enter Card misplaced.
  6. In the Message field, enter the email content for example: Hello! I’ve misplaced my card, can you send me another one?
    Test email routing - Report a lost or stolen card
  7. Click Test. The test email evaluation is displayed.
  8. Observe that the topic is Report lost or stolen card. This is due to you adding misplaced as a keyword.
    Report lost or stolen test result
  9. Click Close to dismiss the test email evaluation.

5 Test the end-to-end configuration using the email client

  1. Open the exercise system landing page, and then click Email.
  2. Log in as the Email Client user with user name customer1 and password password.
  3. In the left pane, click Mail to access the Inbox.
    Access mail
  4. In the header, click Write mail to compose a new email.
    Write email
  5. In the To: field, enter support@enablement.com
  6. In the Subject: field, enter Moving.
  7. In the message, state that you are moving and want to update your address. You can use the same text you used in the previous test: Hello! I'm moving and want to update my address.
  8. Create a second email, and once again send it to support@enablement.com.
  9. Use the subject Misplaced my card.
  10. In the message, state that you lost your card and want a new one. You can use the same text you used in the previous test: Hello! I’ve misplaced my card, can you send me another one?
  11. In the left pane, click Log off to leave the email client.

6 Test the model used for topic identification

  1. Log in to Pega Customer Service as a Customer Service Representative with user name CACSR and password rules.
  2. Click the My Workbaskets tab.
    CS workbasket tab
  3. In the View Queue for list, select Inbound Correspondence. The inbound correspondence work queue is displayed.
    Inbound correspondence
  4. In the Inbound Correspondence queue, click the Misplaced my card case.
    Misplaced my card case
  5. In the case, click the See more icon next to Customer1.
    See more drop down
  6. Observe that the category has been set to Report a lost or stolen card.
    Email routing category
  7. Click the Close icon to close this interaction.
  8. Click the Moving work object to start a case.
  9. Observe that the Suggested replies section includes the Missing info reply.
    Missing info email category


Available in the following mission:

If you are having problems with your training, please review the Pega Academy Support FAQs.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice