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Suggested cases
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Módulo
Suggested cases
3 Temas
25 minutos
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Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.
Suggested knowledge articles
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Módulo
Suggested knowledge articles
3 Temas
20 minutos
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Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
The Data Model
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Módulo
The Data Model
4 Temas
50 minutos
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Capture and present data in your application to provide the information that is necessary to complete work. Configure relationships among data types...
User guidance
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Módulo
User guidance
2 Temas
15 minutos
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Guide users through the Case Life Cycle by identifying the current Case Status and adding instructions to enable users to complete assigned Tasks.
Validating data against business logic
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Módulo
Validating data against business logic
1 Tema
15 minutos
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Validate user data against business logic to avoid invalid data within applications.
Working with Voice AI models
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Módulo
Working with Voice AI models
2 Temas
15 minutos
Pega Customer Service 8.8 -
You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
Adding a duplicate Case search for BAs
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Reto
Adding a duplicate Case search for BAs
4 Tareas
15 minutos
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In a DCO session, GoGoRoad stakeholders said that they want to ensure that only one Assistance Request Case is processed for each customer incident...
Adding a duplicate Case Type search
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Reto
Adding a duplicate Case Type search
3 Tareas
10 minutos
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InsCorp wants to ensure that only one Assistance Request Case is processed for each request. Customers that send assistance requests might have...
Adding fields to Views
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Reto
Adding fields to Views
4 Tareas
20 minutos
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Now that the Stages, Steps, and data objects for the MyTown 311 Service Request Case Life Cycle are configured, the Mayor and the Services coordinator...
Adding optional Actions to a workflow
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Reto
Adding optional Actions to a workflow
1 Tarea
5 minutos
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InsCorp wants to ensure that customers can cancel service requests at any time. To support co-production, a system architect configured the Cancel...