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Implementing Pega Customer Service

This course is for System Architects who want to create and implement applications for their multichannel contact center.

You learn how to create a new Pega Customer Service application, integrate external data, configure the Interaction Driver, and customize the Interaction Portal user interface.

What you'll learn

By the end of this course, you will be able to successfully:

  • Configure the Interaction Driver.
  • Create Intent Tasks to expose service cases.
  • Update the Composite in the Interaction Driver.
  • Create and associate content in Pega Knowledge Management.
  • Create a new Pega Customer Service application.
  • Integrate external data into a Pega Customer Service Application.

Course Outline

  1. Course Introduction

    • Before you begin
  2. Interactions

    • Configuring the Interaction Driver
    • Expose Services with Intent Tasks
    • Suggesting Tasks in Interactions
    • Working with Interaction Goals
    • Categorizing Data using Data Sources
  3. User Interface

    • Customizing the Pega Customer Service User Interface
    • Configuring the Composite
    • Creating Express History and Express Action Entries
  4. Knowledge Management

    • Using Knowledge Management
  5. Build a New Application

    • Creating an Application
    • Loading External Data
    • Configuring Portal Search
  6. Course Summary

    • Conclusion

Choose Your Format

Need help choosing the best format? Learn More.

  • Skill Level

    Beginner

  • Duration

    2 days

  • Platform Version

    7.2

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