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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...
Promoting rule reuse with relevant records
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Módulo
Promoting rule reuse with relevant records
1 Tema
15 minutos
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Developers designate rules as relevant records to promote rule reuse by other developers. Leveraging relevant records helps developers build high...
Rule resolution
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Módulo
Rule resolution
5 Temas
1 h
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Pega Platform™ uses a Rule resolution process and various Rule statuses to determine the most appropriate Rule instance to apply in a situation...
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...
Automating actions when a property value changes
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Reto
Automating actions when a property value changes
2 Tareas
15 minutos
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The Payroll Department at TGB reports that some employees enter an incorrect bank name when enrolling in direct deposit. The payroll department...
Circumstancing Rules on a single variable
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Reto
Circumstancing Rules on a single variable
2 Tareas
30 minutos
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TGB sends an email to a candidate to extend an offer of employment. TGB company policy gives the candidate 72 hours to respond to the offer. However...
Circumstancing Rules on multiple variables
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Reto
Circumstancing Rules on multiple variables
3 Tareas
30 minutos
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As a part of the onboarding process, TGB sends an email that provides the employment start date to each new employee and contractor. This email also...
Configuring a coaching tip
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Reto
Configuring a coaching tip
2 Tareas
15 minutos
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You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...
Configuring a common phrase
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Reto
Configuring a common phrase
2 Tareas
15 minutos
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Your company wants to set up a consistent greeting for customer service agents to use when sending emails to customers. The message thanks the...
Configuring customer verification
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Reto
Configuring customer verification
3 Tareas
15 minutos
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The business wants to ensure that all customer service representative verify the identity of a customer at the start of an interaction. You have been...