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Pega Customer Service Advanced

This course is for system architects who are responsible for customizing a Pega Customer Service™ application.

In this course, students learn how to customize a Pega Customer Service™ application. Students will use Dev Studio to create customer composite tabs, configure a chat queues, configure AI for email routing, create categories for service cases, determine when service cases are suggested to a customer service agent, and integrate with an external REST service.


What you'll learn

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

  • Configure AI to categorize incoming email
  • Create a new customer composite tab
  • Add properties to a customer composite tab
  • Describe how a Pega Chat server handles chat requests
  • Configure chat queues
  • Create new categories for service cases
  • Create an Intent When condition
  • Integrate with an external REST service

Course Outline

  1. Before You Begin

    • Before you begin
  2. Configuring AI for Email

    • Tell me about configuring AI for email
    • Let me configure AI for email
  3. Configure a Pega Chat server

    • Tell me how Pega Chat connects a customer to an agent
    • Show me how to configure chat queues
  4. Create custom tabs for the Interaction Portal

    • Tell me about customer composite tabs best practices
    • Show me how to create a customer composite tab
    • Let me create a composite tab
  5. Suggesting tasks to a CSR

    • Show me how to create an Intent When record
    • Let me create an Intent When record
  6. Categorizing service cases using data sources

    • Tell me about configuring a data source
    • Let me configure a data source
  7. Integrate with external data

    • Tell me about integrating with external data sources
    • Show me how to integrate with external data
    • Let me integrate external with an external REST service
    • Quiz me about integrating external data
  8. Before You Leave

    • Before you leave

Choose Your Format

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  • Skill Level


  • Duration

    4 hours

  • Platform Version


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