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Pega Customer Service Foundation

This course is for project implementation team members who are interested in learning about the key features and differentiators in Pega Customer Service application.

Students get handson experience using Pega Customer Service interactions and service cases. In addition, students learn best practices when using functions such as dialog management and coaching. Upon completion of Pega Customer.

What you'll learn

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

  • Navigate the Pega Customer Service Interaction Portal.
  • Define the advantages of Pega Customer Service over traditional CRM systems.
  • Create dialogs for customer service representatives.
  • Define the channels Pega Customer Service integrates with.

Course Outline

  1. Course Introduction

    • Before you begin
  2. Introduction to Pega Customer Service

    • Introduction to Pega Customer Service
    • Guiding a Customer Service Representative
    • Monitoring an application
    • Introduction to Channels
  3. Course Summary

    • Pega Customer Service Foundation summary

Choose Your Format

Need help choosing the best format? Learn More.

  • Skill Level

    Beginner

  • Duration

    4 hours

  • Platform Version

    7.2

Have you completed this course?

Recommended next step:

Implementing Pega Customer Service
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