Architecture and design decisions in the Prepare phase ready your team for the Build phase. During Prepare, you refine the business and technical...

Learn about the best practices for keeping your Pega applications running smoothly on Pega Cloud®, including using My Pega Cloud, guardrails, and Pega...

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...

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...

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...

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...

The Email Manager portal facilitates the manual processing of emails that do not meet any of the intelligent routing criteria and necessitate triage...

Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.

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...