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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...
Voice AI components
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Module
Voice AI components
2 Topics
15 mins
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Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...
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...
Creating a composite tab
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Challenge
Creating a composite tab
2 Tasks
5 mins
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As a customer service app administrator, you must create a new tab to display the transaction history and statement for a contact in a separate tab.
...
Creating a new service request
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Challenge
Creating a new service request
4 Tasks
10 mins
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U+ Bank wants to offer its employees lunch services by creating a service request in which employees can select and then submit what they want to eat...
Creating a new, DX-compliant service request type
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Challenge
Creating a new, DX-compliant service request type
3 Tasks
20 mins
Pega Customer Service 8.7 -
U+ Insurance wants one of its regional teams to start submitting E-bill registration service requests in their homegrown React-based CRM application...
Modifying an existing service request type
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Challenge
Modifying an existing service request type
1 Task
5 mins
Pega Customer Service 8.7 -
U+ Insurance wants to modify the user interface of its existing Change Beneficiary service request case type. During the intake stage, when selecting...
Refactoring an existing service request type with a parallel flow
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Challenge
Refactoring an existing service request type with a parallel flow
4 Tasks
15 mins
Pega Customer Service 8.7 -
U+ Insurance wants to update their File a Complaint service request to be DX compliant. The update allows a regional team of CSRs to submit DX...