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Call transfers
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Module
Call transfers
2 Topics
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...
Call treatment settings
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Module
Call treatment settings
2 Topics
20 mins
Pega Customer Service '23 -
Settings for basic call behavior are saved in a call treatment, which determines how an incoming call is handled on the CSR’s desktop The call...
Capturing and presenting data
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Module
Capturing and presenting data
3 Topics
45 mins
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Define fields to capture user input and present data to users. Add fields to Views to define and tailor the user interface (UI) for each Step of the...
Case Management
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Module
Case Management
11 Topics
1 hr 35 mins
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Learn about Pega’s Case Management capability that allows you to create applications using a business process like interface.
Case structure design
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Module
Case structure design
5 Topics
1 hr 10 mins
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Case structure is one of the most important considerations when designing an application. The topics in this module cover identification of individual...
Pausing and resuming Case processing
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Module
Pausing and resuming Case processing
1 Topic
15 mins
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Enforce dependencies using the Wait Step. The Wait Step allows you to pause and resume Case processing when the Case meets Conditions that you define...
Cases and Events
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Module
Cases and Events
3 Topics
20 mins
Pega Process Mining -
On the Cases and Events page, view key details such as the Case distribution over time. Analyze specific Cases at a detailed level in a table or...
CDH architecture and design
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Module
CDH architecture and design
4 Topics
30 mins
Pega Customer Decision Hub 8.5 -
In this module, you learn what Reference Architectures are and their place in the sales and delivery cycle. Using the Reference Architectures in Pega...
CDH Microjourney Workshop
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Module
CDH Microjourney Workshop
2 Topics
20 mins
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In this module, you learn about the concept of the CDH Microjourney Workshop, its position in the sales cycle, and how to perform the workshop.
CDH Solution Alignment Workshop
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Module
CDH Solution Alignment Workshop
1 Topic
10 mins
Pega Customer Decision Hub 8.5 -
In this module, you learn about the concept of the Solution Alignment Workshop, its position in the sales cycle, and how to perform the workshop.