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Business Agility in 1:1 Customer Engagement
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Mission
Business Agility in 1:1 Customer Engagement
5 Module
3 Challenges
3 Std. 50 Min.
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This mission is designed for business users, line of business (LOB) heads, marketing operations personnel, or anyone looking to understand how to...
Deployment Manager for 1:1 Customer Engagement
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Mission
Deployment Manager for 1:1 Customer Engagement
5 Module
5 Challenges
4 Std. 35 Min.
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Learn how to leverage the out-of-the-box application pipelines that Deployment Manager provides to include branch merging, application packaging...
Modular Enterprise Reuse Foundation
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Mission
Modular Enterprise Reuse Foundation
4 Module
2 Std. 25 Min.
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This mission presents the foundational knowledge required to understand Pega's guidance on enterprise reuse and modular business architecture best...
Configuring common phrases for agents
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Modul
Configuring common phrases for agents
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...
Creating custom tabs
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Modul
Creating custom tabs
2 Themen
25 Min.
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Learn how to create your own customer composite tabs. Customer composite tabs are used to display a logical group of information to a user in Pega...
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...
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.
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...
Configuring a coaching tip
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Challenge
Configuring a coaching tip
2 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 a common phrase
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Challenge
Configuring a common phrase
2 Aufgaben
15 Min.
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Your company wants to set up a consistent greeting for customer service agents to use when sending emails to customers. The message thanks the...