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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
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.
...
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...
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...
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...
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...