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Pega Customer Service performance considerations
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Module
Pega Customer Service performance considerations
3 Rubriques
30 mins
Pega Customer Service 8.8 -
Reviews the performance guidelines to use when implementing Pega Customer Service™ applications. Learn about performance, best practices for data...
Presenting suggestions for agents
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Module
Presenting suggestions for agents
4 Rubriques
35 mins
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During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Reviewing log files
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Module
Reviewing log files
3 Rubriques
30 mins
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Pega Platform™ provides logs that record system events such as application errors and performance and security issues. Use log files to identify and...
Assessing application performance
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Défi
Assessing application performance
2 Tâches
10 mins
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The Human Resources (HR) department has noticed that the open positions screen of the candidate case type has been loading the list of positions...
Configuring a coaching tip
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Défi
Configuring a coaching tip
2 Tâches
15 mins
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You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...
Configuring a common phrase
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Défi
Configuring a common phrase
2 Tâches
15 mins
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Your company wants to set up a consistent greeting for customer service agents to use when sending emails to customers. The message thanks the...
Configuring customer verification
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Défi
Configuring customer verification
3 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...
Customizing the user interface for agents
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Défi
Customizing the user interface for agents
2 Tâches
15 mins
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You have been asked to make the following changes to the Pega Customer Service user interface, which is displayed when customer service representative...
Reviewing log files
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Défi
Reviewing log files
1 Tâche
15 mins
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Employees undergo an evaluation period to regularly assess their performance as new hires during the employee evaluation process. To check the status...
Updating a dialog
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Défi
Updating a dialog
1 Tâche
15 mins
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U+ Bank wants their CSRs to be more formal when interacting with customers. You have been asked to update the dialog in the Address Change service...