Mission
Customer Service Low-Code Developer
Archived
2 Missions
7 Module
7 Challenges
9 Std.
Learn how easy it is to configure Pega Customer Service applications. You will learn how to create new service cases for agents to interact with customers. You learn how to configure email bots to increase agent productivity. Learn how to configure the customer verification questions agents ask customers. You will also learn how to guide a customer service agent during an interaction with common phrases, using dialogs, and coaching tips. Learn how to create troubleshooters using Pega Knowledge to help customers or agents diagnose issues.
In der folgenden Mission verfügbar:
Pega Customer Service Foundation
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Mission
Pega Customer Service Foundation
4 Module
3 Challenges
2 Std. 15 Min.
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Gain experience with several products that are a part of Pega Customer Service™. You see how Pega Customer Service uses artificial intelligence (AI)...
Configuring service cases for agents
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Modul
Configuring service cases for agents
Archived
2 Themen
15 Min.
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Pega Customer Service™ applications include a set of predefined case types also known as a service case or a service request. Each case contains one...
Configuring a service case
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Challenge
Configuring a service case
Archived
3 Aufgaben
15 Min.
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You were asked to create a new case type named Update Payment to allow users to update payment information for their account. This service case should...
Configuring customer verification
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Modul
Configuring customer verification
Archived
1 Thema
15 Min.
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The Customer verification feature provides a pool of security questions that a customer service agent can use to verify customer identity. In this...
Configuring customer verification
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Challenge
Configuring customer verification
Archived
3 Aufgaben
15 Min.
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The business wants to make sure that all customer service agents verify the identity of a customer at the start of an interaction. You have been asked...
Email Bots for Pega Customer Service
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Mission
Email Bots for Pega Customer Service
4 Module
3 Challenges
2 Std. 40 Min.
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Learn how Pega Email Bot™ can act as a virtual assistant to your customer service representatives. Reduce time spent categorizing and routing inbound...
Configuring common phrases for agents
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Modul
Configuring common phrases for agents
Archived
1 Thema
10 Min.
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Learn how to provide customer service agents with a set of common phrases so that, in any text-based channel, the agents can insert preapproved...
Configuring a common phrase
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Challenge
Configuring a common phrase
Archived
3 Aufgaben
15 Min.
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Your company wants to set up a consistent greeting for customer service agents to use when sending email to customers. The message should thank the...
Guiding a customer service agent with dialogs
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Modul
Guiding a customer service agent with dialogs
2 Themen
15 Min.
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Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.
Updating a dialog
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Challenge
Updating a dialog
Archived
2 Aufgaben
15 Min.
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As a manager, you want customer service agents to have more of a personal touch when communicating with customers. You want agents to use the customer...
Guiding a customer service agent with coaching tips
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Modul
Guiding a customer service agent with coaching tips
2 Themen
15 Min.
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Learn how to provide customer service agents with coaching tips that deliver reminders, real-time advice, and instructions.
Configuring a coaching tip
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Challenge
Configuring a coaching tip
Archived
4 Aufgaben
15 Min.
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You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...
Configuring Pega Knowledge troubleshooters
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Modul
Configuring Pega Knowledge troubleshooters
3 Themen
30 Min.
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Learn how to configure Pega Knowledge™ troubleshooters for a Pega Customer Service™ application and provide dynamic diagnostics capabilities to help...
Creating a troubleshooter
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Challenge
Creating a troubleshooter
Archived
5 Aufgaben
15 Min.
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The Pega Knowledge Troubleshooter provides dynamic diagnostics capabilities to help diagnose common product or service issues. It contains related...
Monitoring your contact center with Insights
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Modul
Monitoring your contact center with Insights
Archived
1 Thema
10 Min.
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Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
Leveraging reports in the contact center
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Challenge
Leveraging reports in the contact center
Archived
4 Aufgaben
15 Min.
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As a manager, you need to use reports to get visibility into the application. In this exercise, you will create and resolve service cases from both...