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Creating a child Case
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Módulo
Creating a child Case
1 Tema
15 minutos
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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
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Módulo
Temporäre Cases erstellen und permanent machen
3 Temas
20 minutos
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Verwenden Sie temporäre Cases, um Speicherplatz zu sparen und die Systemleistung zu verbessern.
Defining a customer Microjourney
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Módulo
Defining a customer Microjourney
5 Temas
50 minutos
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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
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Módulo
Customizing the customer service user interface
2 Temas
15 minutos
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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
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Módulo
Decision tables and trees
4 Temas
35 minutos
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Decision tables and decision trees are fundamental to enforcing business decisions. Decision tables are a helpful approach when you must test the...
Digital messaging
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Módulo
Digital messaging
3 Temas
25 minutos
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Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...
Identifying duplicate Cases
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Módulo
Identifying duplicate Cases
1 Tema
10 minutos
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Specify conditions that help identify potential duplicate submissions to avoid duplication and reduce inefficiency.
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...
Escalating late work
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Módulo
Escalating late work
1 Tema
10 minutos
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Set a passed deadline interval with both Urgency adjustments and escalation Actions to drive late work to completion.
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.