Mission
Customer Service Low-Code Developer
5 Missions
7 Module
6 Challenges
1 day 15 Std. 42 Min.
Learn how easy it is to configure Pega Customer Service™ applications. You learn how to create new service cases for agents to interact with customers. You learn how to configure email bots to increase agent productivity. Learn how to configure the customer verification questions agents ask customers. You also learn how to create tabs in the customer composite to organize what a customer service agent sees during an interaction. You also learn how to guide a customer service agent during an interaction with common phrases, using dialogs, and coaching tips. Learn how to create troubleshooters using Pega Knowledge™ to help customers or agents diagnose issues.
In der folgenden Mission verfügbar:
Pega Customer Service Foundation
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Mission
Pega Customer Service Foundation
4 Module
3 Challenges
2 Std. 15 Min.
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Gain experience with several products that are a part of Pega Customer Service™. In this overview mission, you see how Pega Customer Service uses...
Constellation Adoption
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Mission
Constellation Adoption
5 Module
11 Challenges
12 Std. 10 Min.
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Explore Pega's Constellation architecture and learn about building Views, debugging applications, and working directly with the DX API.
Note: This...
Pega Constellation View-Based UI for Designers
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Mission
Pega Constellation View-Based UI for Designers
1 Mission
7 Module
11 Std. 32 Min.
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The Pega Constellation View-Based UI for Designers Mission prepares you to conceptualize, plan, and prototype designs for a Pega application using the...
Modifying customer composites
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Modul
Modifying customer composites
3 Themen
25 Min.
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The Interaction Portal in the Pega Customer Service application is based on the Constellation design pattern, offering fast development, a...
Updating the customer composite
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Challenge
Updating the customer composite
2 Aufgaben
5 Min.
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You are being asked to create a new composite tab to display a summary of contact information. This will give agents one click access to get contact...
Case Management
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Modul
Case Management
11 Themen
1 Std. 35 Min.
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Learn about Pega’s Case Management capability that allows you to create applications using a business process like interface.
Service requests
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Modul
Service requests
9 Themen
50 Min.
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This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...
Creating a new service request
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Challenge
Creating a new service request
4 Aufgaben
10 Min.
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U+ Bank wants to offer its employees lunch services by creating a service request in which employees can select and then submit what they want to eat...
Business conditions
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Modul
Business conditions
2 Themen
20 Min.
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Learn how to create your own, custom business conditions in App Studio. Business conditions allow you to use a set of pre-defined criteria to...
Configuring business conditions
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Challenge
Configuring business conditions
2 Aufgaben
5 Min.
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U+ Bank identifies that many customer are missing their payment due dates, resulting in late fees and negative impact on their credit score. To...
Presenting suggestions for agents
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Modul
Presenting suggestions for agents
4 Themen
35 Min.
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During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Suggesting an open complaint case
Configuring customer verification
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Modul
Configuring customer verification
2 Themen
20 Min.
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The Customer verification feature provides a pool of security questions that a customer service representative (CSR) can use to verify customer...
Configuring customer verification
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Challenge
Configuring customer verification
3 Aufgaben
15 Min.
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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...
Guiding a customer service agent with dialogs
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Modul
Guiding a customer service agent with dialogs
2 Themen
15 Min.
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Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.
Updating a dialog
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Challenge
Updating a dialog
1 Aufgabe
15 Min.
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U+ Bank wants their CSRs to be more formal when interacting with customers. You have been asked to update the dialog in the Address Change service...
Email Bots for Pega Customer Service
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Mission
Email Bots for Pega Customer Service
4 Module
3 Challenges
2 Std. 35 Min.
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Learn how Pega Email Bot™ can act as a virtual assistant to your customer service representatives. Reduce time spent categorizing and routing inbound...
Pega Knowledge
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Mission
Pega Knowledge
6 Module
5 Challenges
5 Std. 30 Min.
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In this mission, you will become familiar with the benefits of content authoring and management with Pega Knowledge. Learn how to import content, work...