Search
Routing Assignments to users
-
Module
Routing Assignments to users
1 Topic
25 mins
-
Assign responsibility for completing a Task to one or more users. Routing increases business efficiency by ensuring that the most appropriate users...
Script adherence
-
Module
Script adherence
3 Topics
20 mins
-
Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Sending emails during Case processing
-
Module
Sending emails during Case processing
1 Topic
15 mins
-
Organizations depend on timely communication to establish a shared understanding of transactions or Assignments. Generate and send automated emails...
Service requests
-
Module
Service requests
9 Topics
50 mins
-
This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...
Skipping a Process or a Stage
-
Module
Skipping a Process or a Stage
1 Topic
10 mins
-
Skip Processes and entire Stages that are unnecessary in certain situations so that Cases can process with increased efficiency and flexibility.
Suggested cases
-
Module
Suggested cases
3 Topics
25 mins
-
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
-
Module
Suggested knowledge articles
3 Topics
20 mins
-
Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
User guidance
-
Module
User guidance
2 Topics
15 mins
-
Guide users through the Case Life Cycle by identifying the current Case Status and adding instructions to enable users to complete assigned Tasks.
Voice AI components
-
Module
Voice AI components
2 Topics
15 mins
-
Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...
Working in the Patient 360 profile
-
Module
Working in the Patient 360 profile
8 Topics
1 hr 35 mins
Pega Care Management 8.7 -
Learn about the key concepts and best practices for configuring Patient 360, including setting the categories for tracking social determinants of...