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Mission

Pega Customer Service Foundation

6 Modules

4 Défis

3 heures 40 mins

Visible to all users
Débutant Pega Customer Service 8.8 Anglais

Gain experience with several products that are a part of Pega Customer Service™. In this overview mission, 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

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

    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

  • The omnichannel Pega AI delivers the right action at every customer touch by crunching millions of data points in real time.

    Learn how you can use...

Exploring suggested next best actions in a contact center

  • Défi

    Exploring suggested next best actions in a contact center

    2 Tâches

    10 mins

  • U+ Bank, a retail bank, created rich and rewarding experiences for its customers by presenting personalized next-best-action recommendations to...

Supporting agents with help content

  • Module

    Supporting agents with help content

    5 Rubriques

    30 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

    4 Tâches

    20 mins

  • 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 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

    2 Tâches

    15 mins

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

Digital messaging

  • Module

    Digital messaging

    4 Rubriques

    30 mins

  • Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...

Pega Voice AI introduction

  • Module

    Pega Voice AI introduction

    2 Rubriques

    25 mins

  • Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...

Pega Customer Service Foundation

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