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Script adherence
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Módulo
Script adherence
3 Temas
20 minutos
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Sending emails during Case processing
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Módulo
Sending emails during Case processing
1 Tema
15 minutos
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Organizations depend on timely communication to establish a shared understanding of transactions or Assignments. Generate and send automated emails...
Service requests
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Módulo
Service requests
9 Temas
50 minutos
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This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...
Simulating an external data source
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Módulo
Simulating an external data source
1 Tema
25 minutos
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During development, before database integrations are configured. You can simulate an external data source to test functionality when a data source is...
Skipping a Process or a Stage
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Módulo
Skipping a Process or a Stage
1 Tema
10 minutos
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Skip Processes and entire Stages that are unnecessary in certain situations so that Cases can process with increased efficiency and flexibility.
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 a pattern
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Módulo
Validating data against a pattern
1 Tema
10 minutos
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Certain data, such as postal codes or identification numbers, may need to match a specific pattern of characters. To test data values against a...