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Creating a case from email
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Módulo
Creating a case from email
2 Temas
20 minutos
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Pega Email Bot™ can improve email response by starting a service case based on the content of a customer email.
Creating Customer Service data sources
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Módulo
Creating Customer Service data sources
1 Tema
10 minutos
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You use Customer Service data sources to add external data objects into the Pega Customer Service™ application. Within data sources, you can specify...
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...
Routing email based on content
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Módulo
Routing email based on content
3 Temas
25 minutos
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Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...
Training the email bot
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Módulo
Training the email bot
2 Temas
20 minutos
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Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
Configuring a data source
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Reto
Configuring a data source
1 Tarea
15 minutos
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As a system architect, there is a requirement for the contact identifier to be used in dialogs in the Contact category. You have been tasked with...
Creating a case from an email
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Reto
Creating a case from an email
4 Tareas
20 minutos
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Your customer, U+ Bank, wants to speed up email interactions for address changes by pre-populating cases with the correct values. For address change...
Integrating external customer service data
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Reto
Integrating external customer service data
5 Tareas
30 minutos
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A REST service has been created to access contact data for a customer. Your task is to access that data to replace the sample data.
Use the following...
Routing email based on content
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Reto
Routing email based on content
4 Tareas
15 minutos
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U+ is a major company in the financial industry that wants to improve engagement with customers. U+ has recently opened an email channel where...
Suggesting a reply based on email content
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Reto
Suggesting a reply based on email content
4 Tareas
15 minutos
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Your team asks you to update the Pega Customer Service™ email channel. The team wants to add a suggested reply for when a customer sends an email and...