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Configuring common phrases for agents

Creating custom tabs

  • Module

    Creating custom tabs

    2 Rubriques

    25 mins

    Visible to: All users
  • Learn how to create your own customer composite tabs. Customer composite tabs are used to display a logical group of information to a user in Pega...

Customizing the customer service user interface

  • Module

    Customizing the customer service user interface

    2 Rubriques

    15 mins

    Visible to: All users
  • 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...

Guiding a customer service agent with dialogs

  • Module

    Guiding a customer service agent with dialogs

    2 Rubriques

    15 mins

    Visible to: All users
  • Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.

Presenting suggestions for agents

  • Module

    Presenting suggestions for agents

    4 Rubriques

    35 mins

    Visible to: All users
  • During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...

Configuring a coaching tip

Configuring a common phrase

Configuring customer verification

Creating a composite tab

Customizing the user interface for agents

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