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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...
Setting chat and messaging behavior
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Module
Setting chat and messaging behavior
4 Rubriques
35 mins
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Adding an external data source to a data type
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Défi
Adding an external data source to a data type
6 Tâches
30 mins
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Requests for roadside assistance must identify the vehicle so that a service provider can prepare for the service call. For example, certain vehicles...
Adding data records to a data object
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Défi
Adding data records to a data object
3 Tâches
10 mins
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When submitting a service request through the MyTown311 application, residents enter information about the issue. The mayor and the services...
Adding fields to Views
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Défi
Adding fields to Views
4 Tâches
20 mins
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Now that the Stages, Steps, and data objects for the MyTown 311 Service Request Case Life Cycle are configured, the Mayor and the Services coordinator...
Manipulating application data
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Défi
Manipulating application data
2 Tâches
20 mins
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Stakeholders have requested two features involving Data Transforms. Before a Service Case is resolved, the system must copy the Service total from the...
Creating work status values
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Défi
Creating work status values
2 Tâches
10 mins
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GoGoRoad stakeholders want a way to quickly differentiate Assistance Request Cases during the Service and Resolution Stages. To clarify reporting on A...
Constructing Views in Constellation for BAs
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Défi
Constructing Views in Constellation for BAs
6 Tâches
40 mins
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For users to interact with the GoGoRoad application, a user interface (UI) must be created. Highlighting the advantages of Constellation during both...
Manipulating application data for BAs
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Défi
Manipulating application data for BAs
2 Tâches
20 mins
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In the last DCO session, the GoGoRoad stakeholders identified two new business requirements:
- Before a Service Case is resolved, the system must copy...
Validating data against business logic for BAs
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Défi
Validating data against business logic for BAs
1 Tâche
10 mins
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With GoGoRoad, customers with standard coverage use a credit card to pay for services performed by a service provider. To ensure that credit card...