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Training the email bot
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Module
Training the email bot
2 Rubriques
20 mins
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Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
Configuring a coaching tip
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Défi
Configuring a coaching tip
2 Tâches
15 mins
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You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...
Configuring a common phrase
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Défi
Configuring a common phrase
2 Tâches
15 mins
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Your company wants to set up a consistent greeting for customer service agents to use when sending emails to customers. The message thanks the...
Configuring a data source
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Défi
Configuring a data source
1 Tâche
15 mins
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As a system architect, there is a requirement for the contact identifier to be used in dialogs in the Contact category. You have been tasked with...
Configuring customer verification
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Défi
Configuring customer verification
2 Tâches
15 mins
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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...
Creating a case from an email
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Défi
Creating a case from an email
4 Tâches
20 mins
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Your customer, U+ Bank, wants to speed up email interactions for address changes by pre-populating cases with the correct values. For address change...
Creating a composite tab
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Défi
Creating a composite tab
2 Tâches
5 mins
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As a customer service app administrator, you must create a new tab to display the transaction history and statement for a contact in a separate tab.
...
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...
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...
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...