Search
Presenting suggestions for agents
-
Module
Presenting suggestions for agents
4 Rubriques
35 mins
-
During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Script adherence
-
Module
Script adherence
3 Rubriques
20 mins
-
Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Suggested cases
-
Module
Suggested cases
3 Rubriques
25 mins
-
Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.
Suggested knowledge articles
-
Module
Suggested knowledge articles
3 Rubriques
20 mins
-
Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
Working with Voice AI models
-
Module
Working with Voice AI models
2 Rubriques
15 mins
Pega Customer Service 8.8 -
You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
Adding dynamic functionality to a button
-
Défi
Adding dynamic functionality to a button
2 Tâches
10 mins
-
After a request for roadside assistance is approved, a service provider is dispatched to the location provided by the customer. To perform this task...
Adding fields to Views
-
Défi
Adding fields to Views
4 Tâches
20 mins
-
Now that the Stages, Steps, and data objects for the MyTown 311 Service Request Case Life Cycle are configured, the Mayor and the Services coordinator...
Configuring a dashboard
-
Défi
Configuring a dashboard
2 Tâches
30 mins
-
Stakeholders have seen growth in the use of the Assistance request application. They want to confirm that, even though Cases are increasing, they are...
Configuring a form View
-
Défi
Configuring a form View
2 Tâches
10 mins
-
After a request for roadside assistance is approved, the system creates a Service Case. CSRs need the ability to easily review information associated...
Configuring a full Case View
-
Défi
Configuring a full Case View
2 Tâches
10 mins
-
The Mayor and Services Coordinator requested a single View to track updates while running Service Cases. The Services Coordinator requested a History...