Search
Configuring chat queues
-
Reto
Configuring chat queues
7 Tareas
20 minutos
-
U+ Bank is reviewing chat services for its customers. The current Digital Messaging configuration has queues for Billing, General, and Technical...
Configuring chat routing
-
Reto
Configuring chat routing
3 Tareas
5 minutos
-
U+ Bank is implementing Digital Messaging. The bank has created chat queues for General, Billing, and Technical questions. U+ Bank asks you to set up...
Configuring common phrases for agents
-
Reto
Configuring common phrases for agents
3 Tareas
5 minutos
-
U+ Bank wants to set up a consistent greeting for customer service agents to initiate Web messaging conversations. The message welcomes the customer...
Creating a Digital Messaging interface
-
Reto
Creating a Digital Messaging interface
2 Tareas
10 minutos
-
U+ Bank wants to set up its chatbot to respond to service requests received from several digital channels. As an initial step, the bank first wants to...
Creating a troubleshooter
-
Reto
Creating a troubleshooter
4 Tareas
15 minutos
-
The Pega Knowledge Troubleshooter provides dynamic diagnostics capabilities to help diagnose common product or service issues. It contains related...
Creating help content
-
Reto
Creating help content
4 Tareas
20 minutos
-
You are asked to create content in the Pega Knowledge application to assist a CSR with the Dispute Transaction process. The goal of the content is to...
Customizing the user interface for agents
-
Reto
Customizing the user interface for agents
2 Tareas
15 minutos
-
You have been asked to make the following changes to the Pega Customer Service user interface, which is displayed when customer service representative...
Exploring suggested next best actions in a contact center
-
Reto
Exploring suggested next best actions in a contact center
2 Tareas
10 minutos
Pega Customer Service 8.8 -
U+ Bank, a retail bank, created rich and rewarding experiences for its customers by presenting personalized next-best-action recommendations to...
Integrating external customer service data
-
Reto
Integrating external customer service data
5 Tareas
30 minutos
-
A REST service has been created to access contact data for a customer. Your task is to access that data to replace the sample data.
Use the following...
Leveraging reports in the contact center
-
Reto
Leveraging reports in the contact center
4 Tareas
15 minutos
-
As a manager, you need to use reports to get visibility into the application. In this exercise, you will create and resolve service cases from both...