Misión
Customer Service Low-Code Developer
Archived
2 Misiones
7 Módulos
7 Retos
9 horas 10 minutos
Learn how easy it is to configure Pega Customer Service applications. You will learn how to create new service cases for agents to interact with customers. You learn how to configure email bots to increase agent productivity. Learn how to configure the customer verification questions agents ask customers. You will also learn how to guide a customer service agent during an interaction with common phrases, using dialogs, and coaching tips. Learn how to create troubleshooters using Pega Knowledge to help customers or agents diagnose issues.
Disponible en la siguiente misión:
Pega Customer Service Foundation
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Misión
Pega Customer Service Foundation
4 Módulos
3 Retos
2 horas 15 minutos
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Gain experience with several products that are a part of Pega Customer Service™. You see how Pega Customer Service uses artificial intelligence (AI)...
Service requests
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Módulo
Service requests
Archived
6 Temas
35 minutos
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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...
Creating a new service request
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Reto
Creating a new service request
Archived
5 Tareas
5 minutos
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U+Bank wants to offer its employees lunch by creating a service request in which employees can select and then submit what they would like to eat...
Configuring customer verification
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Módulo
Configuring customer verification
Archived
1 Tema
15 minutos
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The Customer verification feature provides a pool of security questions that a customer service agent can use to verify customer identity. In this...
Configuring customer verification
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Reto
Configuring customer verification
Archived
3 Tareas
15 minutos
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The business wants to ensure that all customer service agents verify the identity of a customer at the start of an interaction. You have been asked to...
Email Bots for Pega Customer Service
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Misión
Email Bots for Pega Customer Service
4 Módulos
3 Retos
2 horas 40 minutos
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Learn how Pega Email Bot™ can act as a virtual assistant to your customer service representatives. Reduce time spent categorizing and routing inbound...
Configuring common phrases for agents
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Módulo
Configuring common phrases for agents
Archived
1 Tema
10 minutos
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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...
Configuring a common phrase
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Reto
Configuring a common phrase
Archived
3 Tareas
15 minutos
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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...
Guiding a customer service agent with dialogs
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Módulo
Guiding a customer service agent with dialogs
2 Temas
15 minutos
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Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.
Updating a dialog
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Reto
Updating a dialog
Archived
2 Tareas
15 minutos
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As a manager, you want customer service agents to have more of a personal touch when communicating with customers. You want agents to use the customer...
Guiding a customer service agent with coaching tips
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Módulo
Guiding a customer service agent with coaching tips
2 Temas
15 minutos
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Learn how to provide customer service agents with coaching tips that deliver reminders, real-time advice, and instructions.
Configuring a coaching tip
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Reto
Configuring a coaching tip
Archived
4 Tareas
15 minutos
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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 Pega Knowledge troubleshooters
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Módulo
Configuring Pega Knowledge troubleshooters
3 Temas
30 minutos
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Learn how to configure Pega Knowledge™ troubleshooters for a Pega Customer Service™ application and provide dynamic diagnostics capabilities to help...
Creating a troubleshooter
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Reto
Creating a troubleshooter
Archived
5 Tareas
15 minutos
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The Pega Knowledge Troubleshooter provides dynamic diagnostics capabilities to help diagnose common product or service issues. It contains related...
Monitoring your contact center with Insights
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Módulo
Monitoring your contact center with Insights
Archived
1 Tema
10 minutos
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Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
Leveraging reports in the contact center
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Reto
Leveraging reports in the contact center
Archived
4 Tareas
15 minutos
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As a manager, you need to use reports to get visibility into the application. In this exercise, you will create and resolve service cases from both...