1. Log in to your Pega Customer Service application with administrator credentials.
2. To create a new ruleset for the self-service application, complete the following steps:
   1. In the navigation pane of Dev Studio, click Records > SysAdmin > RuleSet.
   2. Click Create.
   3. In the Create Ruleset Version page, enter an appropriate ruleset name in the Ruleset Name field.
      The Version and Description fields are auto-populated with default values, which you can edit if necessary.
   4. Click Create and open.
   5. Click Save.

The Self-Service application focuses on helping your customer by providing the

1. In the header of Dev Studio, click the Application menu, and then click Switch ApplicationCS Self-Service.
2. In the navigation pane of Dev Studio, click Records > Application Definition > Application.
3. Search for and select the CSSelfService 8 application.
4. On the Edit Application: CS Self-Service page, click Save as.
5. On the Create Application form, enter values in the following fields:
   • In the Label field, enter a name for the self-service application that you want to create.
   • In the Version field, enter a version number for your self-service application.
6. Click Create and open.
   Result: The Edit Application page opens for you to customize the Self-Service application.
7. On the Edit Application page, on the Definition tab, in the Built-on applications section, replace the name in the CustomerService row with the name of your Customer Service implementation application.
   1. On the Definition tab, in the Application rulesets section, click the Add ruleset link, and then enter the ruleset name that you create for the self-service application.
      Result: Your self-service application is successfully created.

When you create a new access group for a self-service user operator, ensure that you copy the access roles from appropriate CSSelfServiceUser access group:

Specifically, you need to include the PegaCS:SelfServiceUser role to support escalations from the chatbot to a live agent. In addition, do not reduce the access to the ChannelServices- and System-Message-QueueProcessor classes more than what is included in the PegaCS:SelfServiceUser access role.

1. Log in to your Pega Customer Service application with administrator credentials.
2. To create an access group for the Self-Service application, complete the following steps:
   1. In the new self-service application, search for and click the access group that you will copy, as specified in the table above.
   2. On the Edit Access Group: Access Group for CS Self Service Application page, click Save as.
   3. On the Save Access Group As form, complete the following fields:
      • In the Access Group Name field, enter a name for your self-service application access group.
      • In the Short description field, enter a description for your self-service application access group.
   4. Click Create and open.
   5. On the Definition tab, in the Application section, do the following:
      • In the Name field, enter the name of the self-service application that you create.
      • In the Version field, specify a version for the self-service application.
3. Click Save.

1. Add the ChatWithAgent case type from your Customer Service implementation application by performing the following steps:
   1. Click the Cases & data tab.
   2. In the Case types section, update the Name, Work ID, and Implementation class columns with the ChatWithAgent case type values that you copied from your Customer Service application
   3. Click Save.
2. Add the same work pools that are in your Customer Service implementation application, for example, Work, -Work-Interaction, and -Work-QualityReview by performing the following steps:
   1. Open the access group of your self-service application, and then click the Advanced tab.
   2. Replace the existing work pools with the work pool values of your Customer Service application access group.
   3. Click Save.