Search
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...
Decision tables and trees
-
Module
Decision tables and trees
4 Rubriques
35 mins
-
Decision tables and Decision trees are fundamental to enforcing business decisions. Decision tables are a helpful approach when you must test the...
Defining a customer Microjourney
-
Module
Defining a customer Microjourney
5 Rubriques
50 mins
-
Learn how Case Types represent a customer Microjourney™ from beginning to a desired outcome. Design the life cycle of a Case Type as a series of Steps...
Designing an approval Process
-
Module
Designing an approval Process
1 Rubrique
15 mins
-
To enhance business reliability and accountability, configure an approval process that allows users to approve or reject tasks within the workflow.
Escalating late work
-
Module
Escalating late work
1 Rubrique
10 mins
-
Set a passed deadline interval with both Urgency adjustments and escalation Actions to drive late work to completion.
Extending Service-Level Agreement configurations
-
Module
Extending Service-Level Agreement configurations
2 Rubriques
30 mins
-
In Dev Studio, you can configure more complex Service-Level Agreements to meet business needs that require delayed processing of an Assignment...
Flow Action processing
-
Module
Flow Action processing
2 Rubriques
20 mins
-
In Pega Platform™, you can add pre- and post-processing Actions to a Flow Action to manipulate data. These Actions enable you to add related tasks to...
Guiding a customer service agent with dialogs
-
Module
Guiding a customer service agent with dialogs
2 Rubriques
15 mins
-
Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.
Identifying duplicate Cases
-
Module
Identifying duplicate Cases
1 Rubrique
10 mins
-
Specify conditions that help identify potential duplicate submissions to avoid duplication and reduce inefficiency.
Implementing and deploying Pega Care Management
-
Module
Implementing and deploying Pega Care Management
6 Rubriques
55 mins
Pega Care Management 8.7 -
In this module, learn about the key concepts, and best practices when implementing and deploying the Pega Care Management™ application.