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 SysAdminRuleSet.
      Result: The system displays the Instances of Ruleset page.
   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.
      Result: The system opens a new page Edit Ruleset: <ruleset name>
   5. Click Save to save the ruleset to the CS Self-Service application.

1. Log in to your Pega Customer Service application with administrator credentials.
2. Switch to the CS Self-Service application.
3. On the header of Dev Studio, click the down arrow beside Application: CS Self-Service and then click Definition.
   Result: The system displays the Edit Application: CS Self-Service page.
4. On the Edit Application: CS Self-Service page, click Save as.
5. On the Save As Application: CS Self-Service page, in the Application Record Configuration section, enter the following fields:
   1. In the Label field, enter a name of the self-service application that you want to create.
   2. In the Version field, the version number gets auto-populated based on the selected self-service application.
   Ensure that CS Self-Service radio button is selected in the Context section.

   

   

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, perform the following tasks:
   1. In the Name field, replace CustomerService with CSSelfService as you are building your self-service application on top of the default CS Self-Service application.
   2. In the Application rulesets section, click the Add ruleset link, and then enter the ruleset name that you create for the self-service application.
   3. On the header of the page just below Edit application: <application name >, click Edit beside the RS field, select the ruleset that you create for your self-service application, and then click Ok.
8. Click Save.

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. Switch to the CS Self-Service application.
3. To create an access group for the CS Self-Service application, complete the following steps:
   1. In the Search bar, search for and click the access group that you will copy, as specified in the table above.
      For example: CSSelfService
   2. On the Edit Access Group: Access Group for CS Self Service Application page, click Save as.
   3. In the Save Access Group As section, complete the following fields:
      • In the Access Group short description field, enter a description for your self-service application access group.
      • In the Access Group Name field, enter a name 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, select the name of the self-service application that you create.
      • In the Version field, specify a version for the self-service application.
   6. In the Available portals section, add the portals of your choice, such as Dev Studio or App Studio, by clicking Add portal.
      Note: To switch to App Studio from the Self-Service application, do the following you must configure App Studio by performing the following tasks:

      • In the CSSelfService or CSSelfServiceAdmin access groups, enable a non-workspace portal (Back Office Portal or B2C portal) and App Studio (pxExpress).
      • For the operator, in the Self-Service application, select CSSelfService or CSSelfServiceAdmin access groups as the default access group.
      • For the access group, select App Studio (pxExpress) as the default portal.
4. Click Save.

1. Log in to your Pega Customer Service application with administrator credentials.
2. Switch to the CS Self-Service application.
3. To assign an access group to an existing operator, complete the following steps:
   1. In the search bar, search for and click the operator for which you want to assign to the access group.
      For example: CASysAdmin
   2. On the Edit Operator ID: <Operator ID> page, on the Profile tab, in the Application Access section, add the access group that you create for your self-service application.
   Note: You can also create a new operator for your self-service application by clicking Save As, and then assign the access group to the new operator. For more information, Assigning access group to a new operator.
   1. Click Save.

1. Log in to your Pega Customer Service application with administrator credentials.
2. Switch to the CS Self-Service application.
3. To assign an access group to a new operator, complete the following steps:
   1. In the search bar, search for and click an existing operator.
      For example: CASysAdmin
   2. On the Edit Operator ID: <Operator ID> page, click Save As.
   3. On the Save Operator ID As page, complete the following fields:
      • In the Operator ID short description field, enter a meaningful short description for the Operator ID.
      • In the Operator ID field, enter a name for the Operator ID.
      • Click Create and open.
   4. On the Edit Operator ID: <Operator ID> page, in the Contact information section, complete the Full name and Email fields.
   5. In the Application Access section, add the access group that you create for your self-service application.
   6. On the Security tab, click Update password.
   7. In the Set operator password dialog box, enter the new password and confirm the new password, and then click Submit.
   8. Click Save.
   9. Log out of the exiting instance and re-login with the new operator credentials.

1. On the header of Dev Studio, switch to the self-service application that you create.
2. Click the down arrow beside Application: <application name >, and then click Definition.
3. On the Cases & data tab, you see the cases that are cloned from the CS Self-Service application.
   To escalate a case to a CSR, you must configure the ChatWithAgent case type, if it doesn't exist already, by clicking Add item in the Case types section. Similarly, you can configure other case types based on your business needs.
4. 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.