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Mission

Customer Service Developer

2 Missions

5 Modules

5 Défis

16 heures 35 mins

Visible to all users
Débutant Pega Customer Service 8.6 English

In this mission, students learn how to customize a Pega Customer Service™ application. Students can configure a chatbot with Digital Messaging and configure a chat queues, create categories for service cases, determine when service cases are suggested to a customer service agent, and integrate with an external REST service.

Customer Service Low-Code Developer

  • Mission

    Customer Service Low-Code Developer

    2 Missions

    8 Modules

    8 Défis

    10 heures 10 mins

  • Learn how easy it is to configure Pega Customer Service™ applications. You learn how to create new service cases for agents to interact with customers...

Pega Call

  • Mission

    Pega Call

    6 Modules

    2 heures 45 mins

  • Learn how Pega Call™ ensures that your customer service application communicates with computer-telephony integration (CTI) systems for a seamless...

Integrating external data

  • Module

    Integrating external data

    2 Rubriques

    20 mins

  • 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...

Integrating external customer service data

  • Défi

    Integrating external customer service data

    6 Tâches

    30 mins

  • 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...

Suggesting tasks to agents

  • Module

    Suggesting tasks to agents

    3 Rubriques

    30 mins

  • Learn how to suggest tasks to customer service agents. You will learn how to configure prescriptive suggestions using Intent When records and dynamic...

Create an Intent When record

  • Défi

    Create an Intent When record

    3 Tâches

    20 mins

  • As a system architect, you have a requirement that an Open new account service case should be suggested when someone has a balance of greater to or...

Suggesting a service case using Customer Decision Hub

  • Défi

    Suggesting a service case using Customer Decision Hub

    3 Tâches

    15 mins

  • You are configuring a Pega Customer Service™ application for U+ Bank. The bank wants to sign up high-value customers, those with a Customer Lifetime...

Digital Messaging channels

  • Module

    Digital Messaging channels

    2 Rubriques

    25 mins

  • In this module, you learn how to configure a chatbot with Digital Messaging in Pega Customer Service™. In a live chat session, the customer interacts...

Configuring a chatbot with Digital Messaging

  • Défi

    Configuring a chatbot with Digital Messaging

    5 Tâches

    15 mins

  • The business wants to let customers open an account by using digital messaging channel. The chatbots can handle this type of request and allow agents...

Creating customer service data sources

  • Module

    Creating customer service data sources

    1 Sujet

    10 mins

  • As you create more service cases you may find that you want to organize service cases by categories. Using categories makes it easier for customer...

Configuring a data source

  • Défi

    Configuring a data source

    2 Tâches

    15 mins

  • As a system architect, there is a requirement for the contact identifier to be used in dialogs in the Contact category. You have been tasked with...

Configuring chat queues

  • Module

    Configuring chat queues

    2 Rubriques

    15 mins

  • Pega chat allows customers to communicate to customer service representatives (CSRs) in real-time on any device. Chat requests can be sent to any CSR...

Customer Service Developer

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