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Creating a troubleshooter
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Défi
Creating a troubleshooter
4 Tâches
15 mins
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The Pega Knowledge Troubleshooter provides dynamic diagnostics capabilities to help diagnose common product or service issues. It contains related...
Creating help content
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Défi
Creating help content
4 Tâches
20 mins
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You are asked to create content in the Pega Knowledge application to assist a CSR with the Dispute Transaction process. The goal of the content is to...
Customizing the user interface for agents
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Défi
Customizing the user interface for agents
2 Tâches
15 mins
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You have been asked to make the following changes to the Pega Customer Service user interface, which is displayed when customer service representative...
Exercise setup - Development environment
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Défi
Exercise setup - Development environment
1 Tâche
15 mins
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In a typical implementation project, the system administrator is responsible for setting up the users and access groups, and completing security...
Exercise setup - Orchestrator configuration
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Défi
Exercise setup - Orchestrator configuration
2 Tâches
30 mins
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To ensure that the development environment can communicate with the Business Operations environment, you must update the environment URLs.
Caution: This step...
Exploring suggested next best actions in a contact center
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Défi
Exploring suggested next best actions in a contact center
2 Tâches
10 mins
Pega Customer Service 8.8 -
U+ Bank, a retail bank, created rich and rewarding experiences for its customers by presenting personalized next-best-action recommendations to...
Importing customer data from a CSV
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Défi
Importing customer data from a CSV
2 Tâches
10 mins
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U+ Bank wants to improve the experience of its customers with predictive and adaptive analytical models that drive personalized decisions. Following...
Integrating external customer service data
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Défi
Integrating external customer service data
5 Tâches
30 mins
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A REST service has been created to access contact data for a customer. Your task is to access that data to replace the sample data.
Use the following...
Leveraging reports in the contact center
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Défi
Leveraging reports in the contact center
4 Tâches
15 mins
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As a manager, you need to use reports to get visibility into the application. In this exercise, you will create and resolve service cases from both...
Modifying an existing service request type
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Défi
Modifying an existing service request type
1 Tâche
5 mins
Pega Customer Service 8.7 -
U+ Insurance wants to modify the user interface of its existing Change Beneficiary service request case type. During the intake stage, when selecting...