ミッション
Customer Service Low-Code Developer
Archived
2 ミッション
7 モジュール
7 チャレンジ
9 時間
Learn how easy it is to configure Pega Customer Service applications. You will learn how to create new service cases for agents to interact with customers. You learn how to configure email bots to increase agent productivity. Learn how to configure the customer verification questions agents ask customers. You will also learn how to guide a customer service agent during an interaction with common phrases, using dialogs, and coaching tips. Learn how to create troubleshooters using Pega Knowledge to help customers or agents diagnose issues.
このモジュールは、下記のミッションにも含まれています。
Pega Customer Service Foundation
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ミッション
Pega Customer Service Foundation
4 モジュール
3 チャレンジ
2 時間 15 分
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Gain experience with several products that are a part of Pega Customer Service™. You see how Pega Customer Service uses artificial intelligence (AI)...
Configuring service cases for agents
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モジュール
Configuring service cases for agents
Archived
2 トピック
15 分
-
Pega Customer Service™ applications include a set of predefined case types also known as a service case or a service request. Each case contains one...
Configuring a service case
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チャレンジ
Configuring a service case
Archived
3 タスク
15 分
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You were asked to create a new case type named Update Payment to allow users to update payment information for their account. This service case should...
Configuring customer verification
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モジュール
Configuring customer verification
Archived
1 トピック
15 分
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The Customer verification feature provides a pool of security questions that a customer service agent can use to verify customer identity. In this...
Configuring customer verification
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チャレンジ
Configuring customer verification
Archived
3 タスク
15 分
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The business wants to make sure that all customer service agents verify the identity of a customer at the start of an interaction. You have been asked...
Email Bots for Pega Customer Service
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ミッション
Email Bots for Pega Customer Service
4 モジュール
3 チャレンジ
2 時間 40 分
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Learn how Pega Email Bot™ can act as a virtual assistant to your customer service representatives. Reduce time spent categorizing and routing inbound...
Configuring common phrases for agents
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モジュール
Configuring common phrases for agents
Archived
1 トピック
10 分
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Learn how to provide customer service agents with a set of common phrases so that, in any text-based channel, the agents can insert preapproved...
Configuring a common phrase
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チャレンジ
Configuring a common phrase
Archived
3 タスク
15 分
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Your company wants to set up a consistent greeting for customer service agents to use when sending email to customers. The message should thank the...
Guiding a customer service agent with dialogs
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モジュール
Guiding a customer service agent with dialogs
2 トピック
15 分
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Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.
Updating a dialog
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チャレンジ
Updating a dialog
Archived
2 タスク
15 分
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As a manager, you want customer service agents to have more of a personal touch when communicating with customers. You want agents to use the customer...
Guiding a customer service agent with coaching tips
-
モジュール
Guiding a customer service agent with coaching tips
2 トピック
15 分
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Learn how to provide customer service agents with coaching tips that deliver reminders, real-time advice, and instructions.
Configuring a coaching tip
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チャレンジ
Configuring a coaching tip
Archived
4 タスク
15 分
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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 Pega Knowledge troubleshooters
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モジュール
Configuring Pega Knowledge troubleshooters
3 トピック
30 分
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Learn how to configure Pega Knowledge™ troubleshooters for a Pega Customer Service™ application and provide dynamic diagnostics capabilities to help...
Creating a troubleshooter
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チャレンジ
Creating a troubleshooter
Archived
5 タスク
15 分
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The Pega Knowledge Troubleshooter provides dynamic diagnostics capabilities to help diagnose common product or service issues. It contains related...
Monitoring your contact center with Insights
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モジュール
Monitoring your contact center with Insights
Archived
1 トピック
10 分
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Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
Leveraging reports in the contact center
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チャレンジ
Leveraging reports in the contact center
Archived
4 タスク
15 分
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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...