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Pega Customer Service Essentials

This course is for business users who want to learn how to configure Pega Customer Service™.

Pega Customer Service™ applications include a set of predefined case types also known as a service case or a service request. In this course, you will learn how to create new cases and configure them so they are available to customer service agents. You will also learn how to guide a customer service agent during an interaction using dialogs and coaching tips. You will also learn how to create common phrases for customer service agents that can be used in email or chat responses to customers.

What you'll learn

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

  • Configure service cases
  • Create a common phrase
  • Create a dialog
  • Create a coaching tip

Course Outline

  1. Before you begin

    • Before you begin
  2. Configuring service cases for agents

    • Tell me about Pega Customer Service service cases
    • Show me how to configure a service case
    • Let me configure a service case
  3. Configuring common phrases for agents

    • Show me how to configure common phrases
    • Let me configure common phrases
  4. Monitoring your contact center with reports

    • Tell me how to monitor a contact center
    • Let me use reports to observe the contact center
  5. Guiding a customer service agent with dialogs

    • Tell me about using dialogs
    • Show me how to configure a dialog
    • Let me update a dialog
  6. Guiding a customer service agent with coaching tips

    • Tell me about coaching tips
    • Show me how to configure a coaching tip
    • Let me configure a coaching tip
  7. Before you leave

    • Before you leave

Choose Your Format

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  • Skill Level


  • Duration

    3 hours

  • Platform Version


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