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Configuring customer verification
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Défi
Configuring customer verification
2 Tâches
15 mins
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The business wants to ensure that all customer service representative verify the identity of a customer at the start of an interaction. You have been...
Creating a case from an email
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Défi
Creating a case from an email
4 Tâches
20 mins
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Your customer, U+ Bank, wants to speed up email interactions for address changes by pre-populating cases with the correct values. For address change...
Creating a composite tab
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Défi
Creating a composite tab
2 Tâches
5 mins
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As a customer service app administrator, you must create a new tab to display the transaction history and statement for a contact in a separate tab.
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Creating a new service request
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Défi
Creating a new service request
4 Tâches
10 mins
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U+ Bank wants to offer its employees lunch services by creating a service request in which employees can select and then submit what they want to eat...
Creating a new, DX-compliant service request type
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Défi
Creating a new, DX-compliant service request type
3 Tâches
20 mins
Pega Customer Service 8.7 -
U+ Insurance wants one of its regional teams to start submitting E-bill registration service requests in their homegrown React-based CRM application...
Modifying an existing service request type
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Défi
Modifying an existing service request type
1 Tâche
5 mins
Pega Customer Service 8.7 -
U+ Insurance wants to modify the user interface of its existing Change Beneficiary service request case type. During the intake stage, when selecting...
Refactoring an existing service request type with a parallel flow
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Défi
Refactoring an existing service request type with a parallel flow
4 Tâches
15 mins
Pega Customer Service 8.7 -
U+ Insurance wants to update their File a Complaint service request to be DX compliant. The update allows a regional team of CSRs to submit DX...
Routing email based on content
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Défi
Routing email based on content
4 Tâches
15 mins
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U+ is a major company in the financial industry that wants to improve engagement with customers. U+ has recently opened an email channel where...
Suggesting a reply based on email content
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Défi
Suggesting a reply based on email content
4 Tâches
15 mins
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Your team asks you to update the Pega Customer Service™ email channel. The team wants to add a suggested reply for when a customer sends an email and...
Suggesting a service case using Customer Decision Hub
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Défi
Suggesting a service case using Customer Decision Hub
2 Tâches
15 mins
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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...