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Call transfers
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Módulo
Call transfers
2 Temas
15 minutos
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Learn about the different types of transfers available in Pega Call and how you can transfer a call from one agent to another in the Interaction...
Coexistence for Constellation service requests
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Módulo
Coexistence for Constellation service requests
5 Temas
40 minutos
Pega Customer Service 8.8 -
Learn how to configure Coexistence feature of the Pega Customer Service™ application. Coexistence feature allows you to use a Pega Platform™...
Configuring a CTI Link
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Módulo
Configuring a CTI Link
2 Temas
15 minutos
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The Pega Call™ CTI Link is the interface between the Pega Platform™ and a Computer Telephony Integration (CTI) platform. The CTI Link configuration...
Configuring Pega Call
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Módulo
Configuring Pega Call
5 Temas
50 minutos
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The Pega Call configuration wizard guides you through connecting your telephony system to Pega Customer Service™. This module describes the settings...
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 custom tabs
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Módulo
Creating custom tabs
2 Temas
25 minutos
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Learn how to create your own customer composite tabs. Customer composite tabs are used to display a logical group of information to a user in Pega...
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...
Implementing service requests
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Módulo
Implementing service requests
3 Temas
20 minutos
Pega Customer Service 8.7 -
In this module, learn how to refactor your existing Pega Customer Service™ service requests by using the two recommended design methodologies. The...
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...
Intelligent email
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Módulo
Intelligent email
3 Temas
20 minutos
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Learn how Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to interpret, route, audit, and...