Search
Setting chat and messaging behavior
-
Module
Setting chat and messaging behavior
4 Rubriques
35 mins
-
Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Suggested cases
-
Module
Suggested cases
3 Rubriques
25 mins
-
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
-
Module
Suggested knowledge articles
3 Rubriques
20 mins
-
Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
Tracking and auditing changes to data
-
Module
Tracking and auditing changes to data
1 Rubrique
15 mins
-
Pega Platform™ automatically tracks actions performed, such as which operators worked on a case and when. You can enhance this capability by using...
Voice AI components
-
Module
Voice AI components
2 Rubriques
15 mins
-
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
-
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...
Auditing changes to the value of fields
-
Défi
Auditing changes to the value of fields
1 Tâche
5 mins
-
HRApps provides payroll setup for employees. For the Payroll Setup Case Type, an employee provides their bank information for direct deposit. When the...
Configuring security policies
-
Défi
Configuring security policies
2 Tâches
5 mins
-
GogoRoad is experiencing a large number of failed login attempts. Management suspects that the attempts are malicious attacks by an internet bot...
Creating users and roles
-
Défi
Creating users and roles
4 Tâches
10 mins
-
GoGoRoad provides roadside assistance services through contracted vendors. To ensure customer satisfaction and service consistency across vendors...
Managing application access
-
Défi
Managing application access
1 Tâche
5 mins
-
GoGoRoad product managers want to restrict access to development on the New Vendor Case Type so that only approved roles perform updates. Configure...