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Presenting suggestions for agents
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Módulo
Presenting suggestions for agents
4 Temas
35 minutos
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During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Setting chat and messaging behavior
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Módulo
Setting chat and messaging behavior
4 Temas
35 minutos
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Setting up Messaging AI
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Módulo
Setting up Messaging AI
5 Temas
50 minutos
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Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
Adding a duplicate Case search for BAs
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Reto
Adding a duplicate Case search for BAs
4 Tareas
15 minutos
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In a DCO session, GoGoRoad stakeholders said that they want to ensure that only one Assistance Request Case is processed for each customer incident...
Adding optional actions to a workflow for BAs
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Reto
Adding optional actions to a workflow for BAs
2 Tareas
10 minutos
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GoGoRoad wants to assure customers that their assistance requests can be cancelled at any time. Not only does the cancel request functionality provide...
Configuring business conditions
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Reto
Configuring business conditions
2 Tareas
5 minutos
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U+ Bank identifies that many customer are missing their payment due dates, resulting in late fees and negative impact on their credit score. To...
Configuring Primary Fields for BAs
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Reto
Configuring Primary Fields for BAs
4 Tareas
10 minutos
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During Directly Capture Objectives (DCO) conversations, business stakeholders revealed that GoGoRoad's CSRs waste valuable time searching for basic...
Controlling the workflow based on a business context for BAs
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Reto
Controlling the workflow based on a business context for BAs
2 Tareas
15 minutos
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When customers request roadside assistance, a Manager manually validates whether the customer is enrolled in roadside assistance coverage. To improve...
Creating a child Case for BAs
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Reto
Creating a child Case for BAs
8 Tareas
30 minutos
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The Microjourney® for a GoGoRoad customer includes initiating the request for service, receiving the service, and for certain membership status...
Creating a data object for BAs
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Reto
Creating a data object for BAs
4 Tareas
30 minutos
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One of the most important elements of a Pega application is the Data Model. After Directly Capturing Objectives (DCO) sessions with several GoGoRoad...