Mission
Pega Customer Service Foundation
Archived
6 Module
4 Challenges
3 Std. 35 Min.
Gain experience with several products that are a part of Pega Customer Service™. In this overview mission, you see how Pega Customer Service uses artificial intelligence (AI) to determine the Next Best Action for a customer and guide an agent through an interaction. You also learn how to use Pega Knowledge™ to support agents with help content in context as they are working through a service case.
In der folgenden Mission verfügbar:
Pega Customer Service overview
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Modul
Pega Customer Service overview
Archived
2 Themen
20 Min.
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This module provides an overview of the features and capabilities of Pega Customer Service™. Learn how to conduct an interaction as a customer service...
Conducting an interaction
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Challenge
Conducting an interaction
Archived
4 Aufgaben
15 Min.
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Sarah Connor needs help with her account and clarification in her transaction. She starts an interaction with a customer service representative (CSR)...
Next best action and customer interactions
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Modul
Next best action and customer interactions
Archived
2 Themen
20 Min.
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The omnichannel Pega AI delivers the right action at every customer touch by crunching millions of data points in real time.
Learn how you can use...
Exploring suggested next best actions in a contact center
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Challenge
Exploring suggested next best actions in a contact center
Archived
2 Aufgaben
10 Min.
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U+ Bank, a retail bank, created rich and rewarding experiences for its customers by presenting personalized next-best-action recommendations to...
Supporting agents with help content
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Modul
Supporting agents with help content
Archived
5 Themen
30 Min.
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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...
Creating help content
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Challenge
Creating help content
Archived
4 Aufgaben
20 Min.
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You are asked to create content in the Pega Knowledge application to assist a CSR with the Dispute Transaction process. The goal of the content is to...
Customizing the customer service user interface
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Modul
Customizing the customer service user interface
2 Themen
15 Min.
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Learn how to configure various aspects of the Pega Customer Service™ UI. Customize the layout for a service case, add a field to display, and modify...
Customizing the user interface for agents
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Challenge
Customizing the user interface for agents
Archived
2 Aufgaben
15 Min.
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You have been asked to make the following changes to the Pega Customer Service user interface, which is displayed when customer service representative...
Digital messaging
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Modul
Digital messaging
3 Themen
25 Min.
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Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...
Pega Voice AI introduction
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Modul
Pega Voice AI introduction
Archived
2 Themen
25 Min.
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
