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Script adherence
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Module
Script adherence
3 Topics
20 mins
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Suggested cases
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Module
Suggested cases
3 Topics
25 mins
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Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.
Suggested knowledge articles
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Module
Suggested knowledge articles
3 Topics
20 mins
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Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
Voice AI components
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Module
Voice AI components
2 Topics
15 mins
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Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...
Working with Voice AI models
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Module
Working with Voice AI models
2 Topics
15 mins
Pega Customer Service 8.8 -
You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
Attaching PDF files to a case
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Challenge
Attaching PDF files to a case
2 Tasks
10 mins
Pega Platform 8.8 -
InsCorp wants to ensure that customers receive an email with a receipt of services, including a breakdown of the services provided. Add two...
Running Pega Customer Decision Hub setup wizard
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Challenge
Running Pega Customer Decision Hub setup wizard
4 Tasks
45 mins
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U+ Bank has decided to improve the experience of its customers with personalized decisions that predictive and adaptive analytic models drive. To...
Cloud Engineering & Administration
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Instructor Led Training
Cloud Engineering & Administration
5 days
Pega Infinity Pega Flex learning combines Pega Academy’s self-paced content with scheduled instructor-led training (ILT) and faster time-to-value options. -
Prepare for day-to-day engineering operations by learning how to perform system activities in the environments of your Pega Platform™ applications.
L...
DevOps
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Instructor Led Training
DevOps
2 days
Pega Diagnostic Center -
Prepare for day-to-day engineering operations by learning how to perform system activities in the environments of your Pega Platform™ applications.
D...
Pega Diagnostic Center
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Instructor Led Training
Pega Diagnostic Center
2 days
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Prepare for day-to-day engineering operations by learning how to perform system activities in the environments of your Pega Platform™ applications.
P...