Mission
Customer Service Low-Code Developer
Archived
2 Missions
8 Modules
8 Challenges
10 hrs 15 mins
Learn how easy it is to configure Pega Customer Service™ applications. You learn how to create new service cases for agents to interact with customers. You learn how to configure email bots to increase agent productivity. Learn how to configure the customer verification questions agents ask customers. You also learn how to create tabs in the customer composite to organize what a customer service agent sees during an interaction. You also learn how to guide a customer service agent during an interaction with common phrases, using dialogs, and coaching tips. Learn how to create troubleshooters using Pega Knowledge™ to help customers or agents diagnose issues.
Available in the following mission:
Pega Customer Service Foundation
-
Mission
Pega Customer Service Foundation
5 Modules
3 Challenges
2 hrs 40 mins
-
Gain experience with several products that are a part of Pega Customer Service™. In this overview mission, you see how Pega Customer Service uses...
Service requests
-
Module
Service requests
Archived
6 Topics
35 mins
-
This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...
Creating a new service request
-
Challenge
Creating a new service request
Archived
5 Tasks
5 mins
-
U+ Bank wants to offer its employees lunch by creating a service request in which employees can select and then submit what they would like to eat...
Configuring customer verification
-
Module
Configuring customer verification
Archived
2 Topics
20 mins
-
The Customer verification feature provides a pool of security questions that a customer service representative (CSR) can use to verify customer...
Configuring customer verification
-
Challenge
Configuring customer verification
Archived
3 Tasks
15 mins
-
The business wants to ensure that all customer service representative verify the identity of a customer at the start of an interaction. You have been...
Email Bots for Pega Customer Service
-
Mission
Email Bots for Pega Customer Service
4 Modules
3 Challenges
2 hrs 35 mins
-
Learn how Pega Email Bot™ can act as a virtual assistant to your customer service representatives. Reduce time spent categorizing and routing inbound...
Configuring common phrases for agents
-
Module
Configuring common phrases for agents
1 Topic
10 mins
-
Learn how to provide customer service agents with a set of common phrases so that, in any text-based channel, the agents can insert preapproved...
Configuring a common phrase
-
Challenge
Configuring a common phrase
Archived
3 Tasks
15 mins
-
Your company wants to set up a consistent greeting for customer service agents to use when sending emails to customers. The message thanks the...
Creating custom tabs
-
Module
Creating custom tabs
Archived
3 Topics
35 mins
-
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...
Creating a composite tab
-
Challenge
Creating a composite tab
Archived
3 Tasks
5 mins
-
As a customer service app administrator, you must create a new tab to display the transaction history and statement for a contact in a separate tab.
...
Guiding a customer service agent with dialogs
-
Module
Guiding a customer service agent with dialogs
2 Topics
15 mins
-
Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.
Updating a dialog
-
Challenge
Updating a dialog
Archived
2 Tasks
15 mins
-
As a manager, you want customer service agents to have more of a personal touch when communicating with customers. You want agents to use the customer...
Guiding a customer service agent with coaching tips
-
Module
Guiding a customer service agent with coaching tips
2 Topics
15 mins
-
Learn how to provide customer service agents with coaching tips that deliver reminders, real-time advice, and instructions.
Configuring a coaching tip
-
Challenge
Configuring a coaching tip
Archived
4 Tasks
15 mins
-
You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...
Configuring Pega Knowledge troubleshooters
-
Module
Configuring Pega Knowledge troubleshooters
3 Topics
30 mins
-
Learn how to configure Pega Knowledge™ troubleshooters for a Pega Customer Service™ application and provide dynamic diagnostics capabilities to help...
Creating a troubleshooter
-
Challenge
Creating a troubleshooter
Archived
5 Tasks
15 mins
-
The Pega Knowledge Troubleshooter provides dynamic diagnostics capabilities to help diagnose common product or service issues. It contains related...
Monitoring your contact center with Insights
-
Module
Monitoring your contact center with Insights
Archived
1 Topic
10 mins
-
Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
Leveraging reports in the contact center
-
Challenge
Leveraging reports in the contact center
Archived
4 Tasks
15 mins
-
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...
