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Suggesting tasks to agents
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Module
Suggesting tasks to agents
2 Topics
30 mins
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Learn how to suggest tasks to customer service agents. You will learn how to configure dynamic suggestions using the Pega Customer Decision Hub.
Supporting agents with help content
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Module
Supporting agents with help content
5 Topics
30 mins
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Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...
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...
Adding dynamic functionality to a button
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Challenge
Adding dynamic functionality to a button
2 Tasks
10 mins
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After a request for roadside assistance is approved, a service provider is dispatched to the location provided by the customer. To perform this task...
Conducting an interaction
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Challenge
Conducting an interaction
3 Tasks
15 mins
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As a customer service representative (CSR) you are tasked to handle interactions through various channels. In this challenge, you will conduct an...
Configuring UI elements
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Challenge
Configuring UI elements
2 Tasks
10 mins
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After a request for roadside assistance is approved, a service provider is dispatched to the location provided by the customer. To perform this task...
Configuring a dashboard
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Challenge
Configuring a dashboard
2 Tasks
30 mins
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Stakeholders have seen growth in the use of the Assistance request application. They want to confirm that, even though Cases are increasing, they are...
Configuring a portal
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Challenge
Configuring a portal
1 Task
10 mins
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GoGoRoad provides roadside assistance services through contracted vendors. To ensure customer satisfaction and service consistency across vendors...
Configuring a Case suggestion
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Challenge
Configuring a Case suggestion
5 Tasks
15 mins
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Customers of U+ Bank initiate a chat session with a live CSR and request to make a payment. The expected outcome is that Messaging AI analyzes the...
Configuring a chatbot with web messaging
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Challenge
Configuring a chatbot with web messaging
5 Tasks
5 mins
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The business wants to let customers open an account by using a digital messaging channel. The chatbots can handle this type of request and allow...