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Routing email based on content
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Module
Routing email based on content
3 Topics
25 mins
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Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...
Screen pops
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Module
Screen pops
2 Topics
15 mins
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Learn how to use screen pops to provide a summary of information to agents when a call arrives.
Service requests
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Module
Service requests
9 Topics
50 mins
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This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...
Telephony controls
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Module
Telephony controls
2 Topics
20 mins
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A customer service representative (CSR) logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the...
Training the email bot
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Module
Training the email bot
2 Topics
20 mins
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Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
Adding a new property to an existing entity
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Challenge
Adding a new property to an existing entity
4 Tasks
20 mins
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U+ Bank wants to improve the experience of its customers with personalized decisions that are driven by customer-centric engagement policies and...
Adding clickstream data to a customer profile
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Challenge
Adding clickstream data to a customer profile
6 Tasks
30 mins
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U+ Bank uses Pega Customer Decision Hub™ to present personalized credit card offers to its customers on its website. The data scientists want to...
Assignment Overview
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Challenge
Assignment Overview
1 Task
10 mins
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U+ Comms, a leading telecommunications company, has decided to utilize Pega Customer Decision Hub to improve its customer experience and provide...
Configuring customer verification
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Challenge
Configuring customer verification
2 Tasks
15 mins
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The business wants to ensure that all customer service representative verify the identity of a customer at the start of an interaction. You have been...
Creating a case from an email
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Challenge
Creating a case from an email
4 Tasks
20 mins
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Your customer, U+ Bank, wants to speed up email interactions for address changes by pre-populating cases with the correct values. For address change...