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Email Manager portal
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Modul
Email Manager portal
6 Themen
55 Min.
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The Email Manager portal facilitates the manual processing of emails that do not meet any of the intelligent routing criteria and necessitate triage...
Initiating a call from a messaging interaction
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Modul
Initiating a call from a messaging interaction
1 Thema
10 Min.
Pega Customer Service 8.8 -
Customer service representatives (CSRs) resolve customer queries by initiating calls during chat interactions. When a customer becomes unavailable to...
Intelligent routing
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Modul
Intelligent routing
4 Themen
1 Std.
Pega Platform 8.8 -
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...
Pega Email Bot configuration
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Modul
Pega Email Bot configuration
3 Themen
45 Min.
Pega Platform 8.8 -
Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to interpret, route, audit, and automate...
Reviewing log files
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Modul
Reviewing log files
3 Themen
30 Min.
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Pega Platform™ provides logs that record system events such as application errors and performance and security issues. Use log files to identify and...
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...
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...
Training the email bot
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Modul
Training the email bot
2 Themen
20 Min.
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Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
Refining an Agile Workbench backlog
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Challenge
Refining an Agile Workbench backlog
5 Aufgaben
30 Min.
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Stakeholders at GoGoRoad want to develop a new roadside assistance application to streamline operations for customer roadside assistance requests...
Configuring intelligent routing
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Challenge
Configuring intelligent routing
2 Aufgaben
10 Min.
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The U+ Bank email bot is set up. You are now expected to configure the email bot to react to customer requests, route work, and automatically respond...