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Authenticating customers using Digital Messaging
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Module
Authenticating customers using Digital Messaging
2 Rubriques
20 mins
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Authentication helps prevent malicious or unauthorized users from hijacking data. In this module, you learn how Pega Customer Service™ authenticates...
Best practices for building accessibility into Pega applications
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Module
Best practices for building accessibility into Pega applications
5 Rubriques
1h 15 mins
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Pega provides a variety of out-of-the-box accessibility features with Pega Platform™ that you can use to create an application that is accessible and...
Business conditions
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Module
Business conditions
2 Rubriques
20 mins
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Learn how to create your own, custom business conditions in App Studio. Business conditions allow you to use a set of pre-defined criteria to...
Call transfers
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Module
Call transfers
2 Rubriques
15 mins
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Learn about the different types of transfers available in Pega Call and how you can transfer a call from one agent to another in the Interaction...
Configurations in Pega Government Platform
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Module
Configurations in Pega Government Platform
3 Rubriques
25 mins
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This module describes the configuration and customization features of Pega Government Platform™ components. These features help achieve different...
Configuring chat queues and routing
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Module
Configuring chat queues and routing
5 Rubriques
40 mins
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You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any...
Configuring common phrases for agents
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Module
Configuring common phrases for agents
1 Rubrique
10 mins
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Learn how to provide customer service agents with a set of common phrases so that the agents can insert preapproved phrases into their responses to...
Configuring customer verification
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Module
Configuring customer verification
2 Rubriques
20 mins
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The Customer verification feature provides a pool of security questions that a customer service representative (CSR) can use to verify customer...
Configuring Digital Messaging Manager
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Module
Configuring Digital Messaging Manager
8 Rubriques
1h 10 mins
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The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...
Configuring Pega Knowledge troubleshooters
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Module
Configuring Pega Knowledge troubleshooters
3 Rubriques
30 mins
Pega Customer Service 8.7 -
Learn how to configure Pega Knowledge™ troubleshooters for a Pega Customer Service™ application and provide dynamic diagnostics capabilities to help...