Search
Configuring common phrases for agents
-
Módulo
Configuring common phrases for agents
1 Tema
10 minutos
-
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...
Creating a child Case
-
Módulo
Creating a child Case
1 Tema
15 minutos
-
Create child Cases to model work that different parties perform, work that follows different reporting options, work that follows different reporting...
Temporäre Cases erstellen und permanent machen
-
Módulo
Temporäre Cases erstellen und permanent machen
3 Temas
20 minutos
-
Verwenden Sie temporäre Cases, um Speicherplatz zu sparen und die Systemleistung zu verbessern.
Defining a customer Microjourney
-
Módulo
Defining a customer Microjourney
5 Temas
50 minutos
-
Learn how Case Types represent a customer Microjourney™ from beginning to a desired outcome. Design the life cycle of a Case Type as a series of Steps...
Customizing the customer service user interface
-
Módulo
Customizing the customer service user interface
2 Temas
15 minutos
-
Learn how to configure various aspects of the Pega Customer Service™ UI. Customize the layout for a service case, add a field to display, and modify...
Decision tables and trees
-
Módulo
Decision tables and trees
4 Temas
35 minutos
-
Decision tables and decision trees are fundamental to enforcing business decisions. Decision tables are a helpful approach when you must test the...
Low-code defined
-
Módulo
Low-code defined
5 Temas
50 minutos
-
Pega Platform™ provides an application development environment where Citizen Developers and System Architects alike create digital solutions to...
Identifying duplicate Cases
-
Módulo
Identifying duplicate Cases
1 Tema
10 minutos
-
Specify conditions that help identify potential duplicate submissions to avoid duplication and reduce inefficiency.
Sending emails during Case processing
-
Módulo
Sending emails during Case processing
1 Tema
15 minutos
-
Organizations depend on timely communication to establish a shared understanding of transactions or Assignments. Generate and send automated emails...
Escalating late work
-
Módulo
Escalating late work
1 Tema
10 minutos
-
Set a passed deadline interval with both Urgency adjustments and escalation Actions to drive late work to completion.