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Implementing Pega Customer Service

This course is for system architects who must perform Pega Customer Service configuration changes in Designer Studio.

In this course, students learn how to integrate external data into a Pega Customer Service application. Students familiarize themselves with the existing Pega Customer Service data model and extend it. Students also learn how to update the Pega Customer Service user interface by modifying the customer composite. Finally, students learn how to configure a Pega Chat server to process and route chat requests from customers.

Prerequisites

What you'll learn

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

  • Add a property to a Pega Customer Service interface class
  • Update the Pega Customer Service data pages to use system of record data
  • Add properties to a customer composite tab
  • Launch a service case from a customer composite tab
  • Create a new customer composite tab
  • Describe how a Pega Chat server handles chat requests
  • Configure chat queues
  • Create skills for chat queues and customer service representatives
  • Update interaction goals
  • Create new categories for service cases
  • Create an Intent When condition

Course Outline

  1. Course Overview

    • Before you begin
  2. Data Integration

    • Data model overview
    • Integrating external data
  3. Customizing the user interface

    • Configuring customer composite tabs
    • Modifying the user interface
  4. Configuring Pega chat server

    • Configuring Pega Chat
  5. Customizing Interaction

    • Suggesting Tasks in Interactions
    • Categorizing data using Data Sources
    • Working with Interaction Goals
  6. Course Summary

    • Course summary

Choose Your Format

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  • Skill Level

    Intermediate

  • Duration

    1 day

  • Platform Version

    7.22

  • Skill Level

    Intermediate

  • Duration

    3 days

  • Platform Version

    7.22

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