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Creating help content
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Défi
Creating help content
4 Tâches
20 mins
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You are asked to create content in the Pega Knowledge application to assist a CSR with the Dispute Transaction process. The goal of the content is to...
Customizing the user interface for agents
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Défi
Customizing the user interface for agents
2 Tâches
15 mins
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You have been asked to make the following changes to the Pega Customer Service user interface, which is displayed when customer service representative...
Exploring suggested next best actions in a contact center
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Défi
Exploring suggested next best actions in a contact center
2 Tâches
10 mins
Pega Customer Service 8.8 -
U+ Bank, a retail bank, created rich and rewarding experiences for its customers by presenting personalized next-best-action recommendations to...
Integrating external customer service data
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Défi
Integrating external customer service data
5 Tâches
30 mins
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A REST service has been created to access contact data for a customer. Your task is to access that data to replace the sample data.
Use the following...
Leveraging reports in the contact center
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Défi
Leveraging reports in the contact center
4 Tâches
15 mins
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As a manager, you need to use reports to get visibility into the application. In this exercise, you will create and resolve service cases from both...
Modifying an existing service request type
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Défi
Modifying an existing service request type
1 Tâche
5 mins
Pega Customer Service 8.7 -
U+ Insurance wants to modify the user interface of its existing Change Beneficiary service request case type. During the intake stage, when selecting...
Refactoring an existing service request type with a parallel flow
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Défi
Refactoring an existing service request type with a parallel flow
4 Tâches
15 mins
Pega Customer Service 8.7 -
U+ Insurance wants to update their File a Complaint service request to be DX compliant. The update allows a regional team of CSRs to submit DX...
Routing email based on content
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Défi
Routing email based on content
4 Tâches
15 mins
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U+ is a major company in the financial industry that wants to improve engagement with customers. U+ has recently opened an email channel where...
Suggesting a reply based on email content
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Défi
Suggesting a reply based on email content
4 Tâches
15 mins
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Your team asks you to update the Pega Customer Service™ email channel. The team wants to add a suggested reply for when a customer sends an email and...
Suggesting a service case using Customer Decision Hub
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Défi
Suggesting a service case using Customer Decision Hub
2 Tâches
15 mins
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You are configuring a Pega Customer Service™ application for U+ Bank. The bank wants to sign up high-value customers, those with a Customer Lifetime...