![](/themes/custom/pegaacademy_theme/images/backgrounds/background-satellite-dish.jpg)
Search
Conducting an interaction
-
Challenge
Conducting an interaction
3 Tasks
15 mins
-
As a customer service representative (CSR) you are tasked to handle interactions through various channels. In this challenge, you will conduct an...
Configuring a Case suggestion
-
Challenge
Configuring a Case suggestion
5 Tasks
15 mins
-
Customers of U+ Bank initiate a chat session with a live CSR and request to make a payment. The expected outcome is that Messaging AI analyzes the...
Configuring a chatbot with web messaging
-
Challenge
Configuring a chatbot with web messaging
5 Tasks
5 mins
-
The business wants to let customers open an account by using a digital messaging channel. The chatbots can handle this type of request and allow...
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...
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...
Configuring a data source
-
Challenge
Configuring a data source
1 Task
15 mins
-
As a system architect, there is a requirement for the contact identifier to be used in dialogs in the Contact category. You have been tasked with...
Configuring a knowledge article suggestion
-
Challenge
Configuring a knowledge article suggestion
5 Tasks
5 mins
-
Customers of U+ Bank initiate a chat session with a live CSR and state that they want to know about the credit card benefits. The expected outcome is...
Configuring business conditions
-
Challenge
Configuring business conditions
2 Tasks
5 mins
-
U+ Bank identifies that many customer are missing their payment due dates, resulting in late fees and negative impact on their credit score. To...
Configuring chat queues
-
Challenge
Configuring chat queues
7 Tasks
20 mins
-
U+ Bank is reviewing chat services for its customers. The current Digital Messaging configuration has queues for Billing, General, and Technical...
Configuring chat routing
-
Challenge
Configuring chat routing
3 Tasks
5 mins
-
U+ Bank is implementing Digital Messaging. The bank has created chat queues for General, Billing, and Technical questions. U+ Bank asks you to set up...