Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...

Organizations depend on timely communication to establish a shared understanding of transactions or Assignments. Generate and send automated emails...

This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...

Skip Processes and entire Stages that are unnecessary in certain situations so that Cases can process with increased efficiency and flexibility. 

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.

Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...

Discover is the first phase within the Pega Express™ delivery approach, based on design thinking. Design thinking plays a key role and helps your team...

The Prepare phase follows the Discover phase with key activities such as conducting a sales to delivery handoff meeting and a project kickoff event...

Guide users through the Case Life Cycle by identifying the current Case Status and adding instructions to enable users to complete assigned Tasks.