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Mission

Customer Service Low-Code Developer

2 Missions

10 Modules

10 Challenges

13 hrs 40 mins

Visible to: All users
Intermediate Pega Customer Service 8.8 English

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:

Customer Service Developer v5
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Pega Customer Service Foundation

  • Mission

    Pega Customer Service Foundation

    6 Modules

    4 Challenges

    3 hrs 35 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...

Case Management

  • Module

    Case Management

    11 Topics

    1 hr 35 mins

  • Learn about Pega’s Case Management capability that allows you to create applications using a business process like interface.

Service requests

  • Module

    Service requests

    7 Topics

    40 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

    6 Tasks

    10 mins

  • U+ Bank wants to offer its employees lunch services by creating a service request in which employees can select and then submit what they want to eat...

Business conditions

  • Module

    Business conditions

    2 Topics

    20 mins

  • 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...

Configuring business conditions

  • Challenge

    Configuring business conditions

    2 Tasks

    5 mins

  • U+ Bank identifies that many customer accounts are without associated email or Facebook contact information. To ensure their client database is up to...

Presenting suggestions for agents

  • Module

    Presenting suggestions for agents

    6 Topics

    55 mins

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

Suggesting an open complaint case

  • Challenge

    Suggesting an open complaint case

    3 Tasks

    5 mins

  • MyCo, a telecommunications company, wants to present the Dispute transaction case as a case match suggestion to the CSRs only if the dispute...

Suggesting offers with Customer Decision Hub

  • Challenge

    Suggesting offers with Customer Decision Hub

    4 Tasks

    10 mins

  • MyCo, a telecommunications company, wants its CSRs to present next-best-action recommendations to customers who call the contact center.

    A customer...

Configuring customer verification

  • Module

    Configuring customer verification

    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

    2 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 the agents can insert preapproved phrases into their responses to...

Configuring a common phrase

  • Challenge

    Configuring a common phrase

    2 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

    2 Topics

    25 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

    2 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

    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

    2 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...

Monitoring your contact center with Insights

  • Module

    Monitoring your contact center with Insights

    2 Topics

    15 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

    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...

mission badge: Customer Service Low-code Developer

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