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Creating an Insight
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Défi
Creating an Insight
2 Tâches
15 mins
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Stakeholders would like to know the number of Cases that have been requested over the past month. You have been asked to define a report to track the...
Creating Insights for BAs
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Défi
Creating Insights for BAs
2 Tâches
25 mins
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GoGoRoad stakeholders would like to know the number of Assistance Request Cases that have been requested over the past 30 days. The stakeholders...
Creating Personas and Channels for BAs
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Défi
Creating Personas and Channels for BAs
4 Tâches
20 mins
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GoGoRoad provides roadside assistance services through contracted vendors. To ensure customer satisfaction and service consistency across service...
Creating users and roles
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Défi
Creating users and roles
4 Tâches
10 mins
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GoGoRoad provides roadside assistance services through contracted vendors. To ensure customer satisfaction and service consistency across vendors...
Designing a Case Life Cycle
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Défi
Designing a Case Life Cycle
8 Tâches
30 mins
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The mayor of MyTown wants to increase resident engagement and improve the town’s responsiveness to issues raised by residents.
To achieve this goal...
Designing a Case Life Cycle for BAs
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Défi
Designing a Case Life Cycle for BAs
8 Tâches
40 mins
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GoGoRoad is growing. The company wants to transform its manual business process by creating a Pega Platform™ application that is driven by workflow...
Enforcing Service-Level Agreements
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Défi
Enforcing Service-Level Agreements
1 Tâche
15 mins
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You are developing an application MyTown311 to capture and manage requests for city services. Ensure that service request repairs are scheduled...
Escalating late work
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Défi
Escalating late work
1 Tâche
10 mins
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InsCorp is launching a roadside assistance service as a coverage option for automobile insurance policies. Customers initiate Assistance Request Cases...
Establishing Service-Level Agreements for BAs
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Défi
Establishing Service-Level Agreements for BAs
1 Tâche
15 mins
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In a DCO session, GoGoRoad stakeholders stressed the importance of completing Assignments under tight deadlines as a driver of customer satisfaction...
Leveraging reports in the contact center
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Défi
Leveraging reports in the contact center
4 Tâches
15 mins
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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...