Search
Customizing the customer service user interface
-
Module
Customizing the customer service user interface
2 Rubriques
15 mins
-
Learn how to configure various aspects of the Pega Customer Service™ UI. Customize the layout for a service case, add a field to display, and modify...
Defining a reporting strategy
-
Module
Defining a reporting strategy
4 Rubriques
1h 55 mins
-
Defining a reporting strategy goes beyond creating reports in Pega Platform™. Many organizations use a data warehousing solution and have distinct...
Designing reports with multiple sources
-
Module
Designing reports with multiple sources
4 Rubriques
55 mins
-
Learn three techniques to create a report that references data from multiple classes: combining data in a report by creating subreports, configuring...
Evaluating application data with Insights for Business Architects
-
Module
Evaluating application data with Insights for Business Architects
1 Rubrique
20 mins
-
As a Pega Business Architect, you understand that all organizations need to analyze their operations to understand the performance of their teams and...
Exploring application data with Insights
-
Module
Exploring application data with Insights
1 Rubrique
15 mins
-
Pega Platform™ allows you to easily explore and analyze data in your application using the Explore Data landing page. You can use Insights to...
Gaining insight into business efficiency
-
Module
Gaining insight into business efficiency
2 Rubriques
25 mins
-
Design reports to analyze Case data and provide insight into processes and workflows.
Guiding a customer service agent with dialogs
-
Module
Guiding a customer service agent with dialogs
2 Rubriques
15 mins
-
Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.
Monitoring your contact center with Insights
-
Module
Monitoring your contact center with Insights
2 Rubriques
15 mins
-
Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
Presenting suggestions for agents
-
Module
Presenting suggestions for agents
4 Rubriques
35 mins
-
During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Configuring a coaching tip
-
Défi
Configuring a coaching tip
2 Tâches
15 mins
-
You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...