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Pega Customer Service Case Management Edition introduction
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Modul
Pega Customer Service Case Management Edition introduction
3 Themen
20 Min.
Pega Customer Service 8.7 -
Pega Customer Service™ Case Management Edition allows you to utilize the Pega Platform™ case management capabilities in your existing desktop and...
Pega Customer Service overview
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Modul
Pega Customer Service overview
3 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...
Pega Customer Service performance considerations
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Modul
Pega Customer Service performance considerations
3 Themen
30 Min.
Pega Customer Service 8.8 -
Reviews the performance guidelines to use when implementing Pega Customer Service™ applications. Learn about performance, best practices for data...
Pega Voice AI introduction
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Modul
Pega Voice AI introduction
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...
Presenting suggestions for agents
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Modul
Presenting suggestions for agents
4 Themen
35 Min.
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During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Routing email based on content
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Modul
Routing email based on content
3 Themen
25 Min.
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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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Modul
Screen pops
2 Themen
15 Min.
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Learn how to use screen pops to provide a summary of information to agents when a call arrives.
Script adherence
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Modul
Script adherence
3 Themen
20 Min.
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Service requests
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Modul
Service requests
9 Themen
50 Min.
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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...
Setting chat and messaging behavior
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Modul
Setting chat and messaging behavior
4 Themen
35 Min.
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...