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Suggested cases
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Module
Suggested cases
3 Rubriques
25 mins
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Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.
Suggested knowledge articles
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Module
Suggested knowledge articles
3 Rubriques
20 mins
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Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
Voice AI components
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Module
Voice AI components
2 Rubriques
15 mins
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Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...
Working with Voice AI models
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Module
Working with Voice AI models
2 Rubriques
15 mins
Pega Customer Service 8.8 -
You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
Refining an Agile Workbench backlog
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Défi
Refining an Agile Workbench backlog
5 Tâches
30 mins
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Stakeholders at GoGoRoad want to develop a new roadside assistance application to streamline operations for customer roadside assistance requests...
Debugging application errors
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Défi
Debugging application errors
4 Tâches
20 mins
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As part of processing an assistance request Case, the Roadside Assistance application copies the services performed from the child Services Case to...
Automating actions when a property value changes
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Défi
Automating actions when a property value changes
2 Tâches
15 mins
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The Payroll Department at TGB reports that some employees enter an incorrect bank name when enrolling in direct deposit. The payroll department...
Creating Insights for BAs
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Défi
Creating Insights for BAs
2 Tâches
25 mins
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GoGoRoad stakeholders would like to know the number of Assistance Request Cases that have been requested over the past 30 days. The stakeholders...
Creating a custom business report
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Défi
Creating a custom business report
4 Tâches
15 mins
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Stakeholders would like to know the number of Cases that have been requested over the past month. You have been asked to define a report to track the...
Creating and managing teams of users
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Défi
Creating and managing teams of users
5 Tâches
15 mins
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In Roadside Assistance Cases, a customer service representative (CSR) must assign a service provider to the Case, review the summary of the services...