Presenting suggestions for agents

During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent suggested actions, Customer Decision Hub offers, and/or articles that are relevant to the current context. In this module, you learn about notification cards and the logic behind their presentation in the Interaction Portal.

Also, learn how to configure the Customer Service and the Customer Decision Hub applications to present suggestions for agents.

Principiante

App Studio

Decision Management

Agent Desktop

Inglés

Después de completar este módulo, podrá hacer lo siguiente:

Describe the functionality of notification cards in the Interaction Portal.

Suggest service cases to CSRs by defining a business condition.

Suggest a knowledge article for a service case.

Suggest an open case as a case match suggestion.

Modify the configuration set for Customer Decision Hub suggestions.

Configure Customer Service and Customer Decision Hub to suggest offers in the Interaction Portal.

Disponible en la siguiente misión:

Customer Service Low-Code Developer v5

Temas

Notification cards for suggestions

10 minutos

Suggesting a service case through deterministic logic

10 minutos

Suggesting knowledge articles for a service case

5 minutos

Suggesting an open complaint case

5 minutos

Editing the configuration set for Pega Customer Decision Hub suggestions

10 minutos

Suggesting offers with Customer Decision Hub

10 minutos

Cuestionario del módulo

5 minutos