Search
Routing Assignments to users
-
モジュール
Routing Assignments to users
1 トピック
25 分
-
Assign responsibility for completing a Task to one or more users. Routing increases business efficiency by ensuring that the most appropriate users...
Script adherence
-
モジュール
Script adherence
3 トピック
20 分
-
Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Setting chat and messaging behavior
-
モジュール
Setting chat and messaging behavior
4 トピック
35 分
-
Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Setting up Messaging AI
-
モジュール
Setting up Messaging AI
5 トピック
50 分
-
Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
Suggested cases
-
モジュール
Suggested cases
3 トピック
25 分
-
Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.
Suggested knowledge articles
-
モジュール
Suggested knowledge articles
3 トピック
20 分
-
Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
Working with Voice AI models
-
モジュール
Working with Voice AI models
2 トピック
15 分
Pega Customer Service 8.8 -
You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
Adding a duplicate Case search for BAs
-
チャレンジ
Adding a duplicate Case search for BAs
4 タスク
15 分
-
In a DCO session, GoGoRoad stakeholders said that they want to ensure that only one Assistance Request Case is processed for each customer incident...
Adding a duplicate Case Type search
-
チャレンジ
Adding a duplicate Case Type search
3 タスク
10 分
-
InsCorp wants to ensure that only one Assistance Request Case is processed for each request. Customers that send assistance requests might have...
Adding fields to Views
-
チャレンジ
Adding fields to Views
4 タスク
20 分
-
Now that the Stages, Steps, and data objects for the MyTown 311 Service Request Case Life Cycle are configured, the Mayor and the Services coordinator...