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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.
Next best action and customer interactions
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Modul
Next best action and customer interactions
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...
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...
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...
Configuring customer verification
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Challenge
Configuring customer verification
2 Aufgaben
15 Min.
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The business wants to ensure that all customer service representative verify the identity of a customer at the start of an interaction. You have been...