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Guiding a customer service agent with coaching tips
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Module
Guiding a customer service agent with coaching tips
2 Rubriques
15 mins
Pega Customer Service 8.8 -
Learn how to provide customer service agents with coaching tips that deliver reminders, real-time advice, and instructions.
Guiding a customer service agent with dialogs
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Module
Guiding a customer service agent with dialogs
2 Rubriques
15 mins
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Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.
Implementing and deploying Pega Care Management
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Module
Implementing and deploying Pega Care Management
6 Rubriques
55 mins
Pega Care Management 8.7 -
In this module, learn about the key concepts, and best practices when implementing and deploying the Pega Care Management™ application.
Implementing service requests
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Module
Implementing service requests
3 Rubriques
20 mins
Pega Customer Service 8.7 -
In this module, learn how to refactor your existing Pega Customer Service™ service requests by using the two recommended design methodologies. The...
Integrating external data
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Module
Integrating external data
2 Rubriques
20 mins
Pega Customer Service 8.8 -
In this module, you learn how to integrate external data into a Pega Customer Service application. You will connect to a REST service that contains...
Intelligent email
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Module
Intelligent email
3 Rubriques
20 mins
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Learn how Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to interpret, route, audit, and...
Interacting with customers using a chatbot
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Module
Interacting with customers using a chatbot
3 Rubriques
30 mins
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In this module, you learn about the Web Messaging bot and its configuration options. You also learn how to configure a chatbot with Digital Messaging...
UI from the designer perspective
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Module
UI from the designer perspective
11 Rubriques
1h 16 mins
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This module introduces the fundamental principles of designing for UI and reviews common UI elements, errors, and solutions.
Modifying the customer composite
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Module
Modifying the customer composite
4 Rubriques
25 mins
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The customer composite provides a summary view of customer and account information to the CSR while processing a customer interaction. You can modify...
Monitoring your contact center with Insights
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Module
Monitoring your contact center with Insights
2 Rubriques
15 mins
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Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...