Search
Guiding a customer service agent with dialogs
-
Module
Guiding a customer service agent with dialogs
2 Topics
15 mins
-
Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.
Initiating a call from a messaging interaction
-
Module
Initiating a call from a messaging interaction
1 Topic
10 mins
Pega Customer Service 8.8 -
Customer service representatives (CSRs) resolve customer queries by initiating calls during chat interactions. When a customer becomes unavailable to...
Integrating external data
-
Module
Integrating external data
2 Topics
20 mins
Pega Customer Service 8.8 -
In this module, you learn how to integrate external data into a Pega Customer Service application. You will connect to a REST service that contains...
Integration errors
-
Module
Integration errors
3 Topics
30 mins
-
Connectors are used to integrate with external systems. Errors related to application infrastructure or configuration may occur when a connector...
Integration setting management
-
Module
Integration setting management
1 Topic
20 mins
-
When you use Application Settings for references to external systems, rather than fixed text values in Rule forms, you have much greater flexibility...
Keyed Data Pages
-
Module
Keyed Data Pages
1 Topic
15 mins
-
Learn how to source data with a keyed Data Page to optimize performance and minimize data store operations in Pega Platform™.
Managing data values for Business Architects
-
Module
Managing data values for Business Architects
5 Topics
1 hr 15 mins
-
As a Pega Business Architect, understanding Pega's features for managing data integrity and accuracy throughout the Case Life Cycle is essential for...
Presenting suggestions for agents
-
Module
Presenting suggestions for agents
4 Topics
35 mins
-
During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Saving data to a system of record
-
Module
Saving data to a system of record
2 Topics
30 mins
-
Promote Case processing efficiency and improve application flexibility by leveraging savable Data Pages and systems of records to store and update...
Setting chat and messaging behavior
-
Module
Setting chat and messaging behavior
4 Topics
35 mins
-
Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...