Presenting suggestions for agents

During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent suggested actions, Customer Decision Hub offers, and/or articles that are relevant to the current context. In this module, you learn about notification cards and the logic behind their presentation in the Interaction Portal.

Also, learn how to configure the Customer Service and the Customer Decision Hub applications to present suggestions for agents.

初級

App Studio

Decision Management

Agent Desktop

英語

このモジュールを完了したら、以下の目的を達成できるようになります。

Describe the functionality of notification cards in the Interaction Portal.

Suggest service cases to CSRs by defining a business condition.

Suggest a knowledge article for a service case.

Suggest an open case as a case match suggestion.

Modify the configuration set for Customer Decision Hub suggestions.

Configure Customer Service and Customer Decision Hub to suggest offers in the Interaction Portal.

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。

Customer Service Low-Code Developer v5

トピック

Notification cards for suggestions

10 分

Suggesting a service case through deterministic logic

10 分

Suggesting knowledge articles for a service case

5 分

Suggesting an open complaint case

5 分

Editing the configuration set for Pega Customer Decision Hub suggestions

10 分

Suggesting offers with Customer Decision Hub

10 分

モジュールクイズ

5 分