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Mission

Pega Customer Service Foundation

Archived

4 Modules

3 Défis

2 heures 15 mins

Visible to: All users
Débutant Pega Customer Service 8.5 Anglais

Gain experience with several products that are a part of Pega Customer Service™. You see how Pega Customer Service uses artificial intelligence (AI) to determine the Next Best Action for a customer and guide an agent through an interaction. You also learn how to use Pega Knowledge™ to support agents with help content in context as they are working through a service case.

Disponible dans la mission suivante :

Customer Service Low-Code Developer v2
This content is now archived and is no longer updated. Progress is not calculated. Pega Cloud instances are disabled, and badges are no longer awarded.

Pega Customer Service overview

  • Module

    Pega Customer Service overview

    2 Rubriques

    20 mins

  • This module provides an overview of the features and capabilities of Pega Customer Service™. Learn how to conduct an interaction as a customer service...

Conducting an interaction

  • Défi

    Conducting an interaction

    Archived

    4 Tâches

    15 mins

  • Sarah Connor needs help with her account and clarification in her transaction. She starts an interaction with a customer service representative (CSR)...

Next best action and customer interactions

  • Module

    Next best action and customer interactions

    2 Rubriques

    20 mins

  • Pega’s omni-channel artificial intelligence (AI) delivers the right action at every customer touch by crunching millions of data points in real-time.

    ...

Supporting agents with help content

  • Module

    Supporting agents with help content

    3 Rubriques

    20 mins

  • Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...

Creating help content

  • Défi

    Creating help content

    Archived

    3 Tâches

    15 mins

  • You have been asked to create content that assists a customer service representative (CSR) with the Dispute Transaction process. The goal of the...

Customizing the customer service user interface

  • Module

    Customizing the customer service user interface

    2 Rubriques

    15 mins

  • Learn how to configure various aspects of the Pega Customer Service™ UI. Customize the layout for a service case, add a field to display, and modify...

Customizing the user interface for agents

  • Défi

    Customizing the user interface for agents

    Archived

    2 Tâches

    15 mins

  • You have been asked to make the following changes to the Pega Customer Service user interface (UI), which is displayed when a customer service...

mission badge: Pega Customer Service Foundation

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