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Script adherence
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モジュール
Script adherence
3 トピック
20 分
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Service requests
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モジュール
Service requests
9 トピック
50 分
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This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...
Setting chat and messaging behavior
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モジュール
Setting chat and messaging behavior
4 トピック
35 分
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Setting up Messaging AI
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モジュール
Setting up Messaging AI
5 トピック
50 分
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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
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モジュール
Suggested cases
3 トピック
25 分
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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
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モジュール
Suggested knowledge articles
3 トピック
20 分
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Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
Suggesting tasks to agents
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モジュール
Suggesting tasks to agents
2 トピック
30 分
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Learn how to suggest tasks to customer service agents. You will learn how to configure dynamic suggestions using the Pega Customer Decision Hub.
Supporting agents with help content
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モジュール
Supporting agents with help content
5 トピック
30 分
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Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...
Telephony controls
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モジュール
Telephony controls
2 トピック
20 分
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A customer service representative (CSR) logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the...
Training the email bot
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モジュール
Training the email bot
2 トピック
20 分
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Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...