Search
Authenticating customers using Digital Messaging
-
Módulo
Authenticating customers using Digital Messaging
2 Temas
20 minutos
-
Authentication helps prevent malicious or unauthorized users from hijacking data. In this module, you learn how Pega Customer Service™ authenticates...
Configuring chat queues and routing
-
Módulo
Configuring chat queues and routing
5 Temas
40 minutos
-
You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any...
Configuring common phrases for agents
-
Módulo
Configuring common phrases for agents
1 Tema
10 minutos
-
Learn how to provide customer service agents with a set of common phrases so that the agents can insert preapproved phrases into their responses to...
Configuring Digital Messaging Manager
-
Módulo
Configuring Digital Messaging Manager
8 Temas
1 h 10 minutos
-
The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...
Getting started with Digital Messaging
-
Módulo
Getting started with Digital Messaging
2 Temas
15 minutos
-
In this module, you learn about Digital Messaging and its supported messaging platforms. Also, learn how to create a Digital Messaging interface to...
Monitoring your contact center with Insights
-
Módulo
Monitoring your contact center with Insights
2 Temas
15 minutos
-
Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
Service requests
-
Módulo
Service requests
9 Temas
50 minutos
-
This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...
Setting chat and messaging behavior
-
Módulo
Setting chat and messaging behavior
4 Temas
35 minutos
-
Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Setting up Messaging AI
-
Módulo
Setting up Messaging AI
5 Temas
50 minutos
-
Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
Creating a new service request
-
Reto
Creating a new service request
4 Tareas
10 minutos
-
U+ Bank wants to offer its employees lunch services by creating a service request in which employees can select and then submit what they want to eat...