Misión
Pega Customer Service Foundation
5 Módulos
4 Retos
2 horas 50 minutos
Gain experience with several products that are a part of Pega Customer Service™. In this overview mission, you see how Pega Customer Service uses artificial intelligence (AI) to determine the Next Best Action for a customer and guide an agent through an interaction. You also learn how to use Pega Knowledge™ to support agents with help content in context as they are working through a service case.
Disponible en las siguientes misiones:
Pega Customer Service overview
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Módulo
Pega Customer Service overview
3 Temas
20 minutos
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This module provides an overview of the features and capabilities of Pega Customer Service™. Learn how to conduct an interaction as a customer service...
Conducting an interaction
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Reto
Conducting an interaction
3 Tareas
15 minutos
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As a customer service representative (CSR) you are tasked to handle interactions through various channels. In this challenge, you will conduct an...
Accelerating application building with Pega Blueprint
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Módulo
Accelerating application building with Pega Blueprint
4 Temas
30 minutos
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Learn how Pega GenAI Blueprint™ aims to change business leaders and how project teams envision digital transformation initiatives. Blueprint...
Using Pega GenAI Blueprint to create a Customer Service application
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Reto
Using Pega GenAI Blueprint to create a Customer Service application
2 Tareas
5 minutos
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As an application administrator, you have been tasked with creating a new application for CSRs at your organization to use in their day-to-day...
Pega Voice AI introduction
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Módulo
Pega Voice AI introduction
2 Temas
25 minutos
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
Monitoring your contact center with Insights
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Módulo
Monitoring your contact center with Insights
2 Temas
15 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 Insights
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Reto
Leveraging Insights
2 Tareas
5 minutos
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As a manager overseeing the Alpha Team of customer service representatives, you want to efficiently monitor the number of interactions conducted by...
Pega Knowledge overview
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Módulo
Pega Knowledge overview
4 Temas
35 minutos
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Explore the features of Pega Knowledge™. Learn how to navigate the Knowledge portal and the content management Life Cycle.
Linking Knowledge articles to service cases
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Reto
Linking Knowledge articles to service cases
4 Tareas
5 minutos
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You have been asked to create content that provides customers with guidance through the process of remortgaging with U+ Bank. The goal of the content...
