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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
Pega Customer Service 8.8 -
Learn how to provide customer service agents with coaching tips that deliver reminders, real-time advice, and instructions.
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.
Implementing and deploying Pega Care Management
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Módulo
Implementing and deploying Pega Care Management
6 Temas
55 minutos
Pega Care Management 8.7 -
In this module, learn about the key concepts, and best practices when implementing and deploying the Pega Care Management™ application.
Implementing service requests
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Módulo
Implementing service requests
3 Temas
20 minutos
Pega Customer Service 8.7 -
In this module, learn how to refactor your existing Pega Customer Service™ service requests by using the two recommended design methodologies. The...
Integrating external data
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Módulo
Integrating external data
2 Temas
20 minutos
Pega Customer Service 8.8 -
In this module, you learn how to integrate external data into a Pega Customer Service application. You will connect to a REST service that contains...
Intelligent email
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Módulo
Intelligent email
3 Temas
20 minutos
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Learn how Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to interpret, route, audit, and...
Interacting with customers using a chatbot
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Módulo
Interacting with customers using a chatbot
3 Temas
30 minutos
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In this module, you learn about the Web Messaging bot and its configuration options. You also learn how to configure a chatbot with Digital Messaging...
Modifying the customer composite
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Módulo
Modifying the customer composite
4 Temas
25 minutos
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The customer composite provides a summary view of customer and account information to the CSR while processing a customer interaction. You can modify...
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...
Next best action and customer interactions
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Módulo
Next best action and customer interactions
2 Temas
20 minutos
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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...