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Pega Customer Service Foundation

This course is for anyone who wants to learn the key features and differentiators of Pega Customer Service.

In this course, you gain experience with several products that are a part of Pega Customer Service™. You see how Pega Customer Service usesAI to determine the Next Best Action for a customer and guide an agent through an interaction. You also learn how to use Pega Knowledge™ to support agents with help content in context as they are working through a service case.

What you'll learn

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

  • Navigate the Pega Customer Service Interaction Portal
  • Leverage artificial intelligence using Next Best Action
  • Customize the user interface
  • Create help content in Pega Knowledge

Course Outline

  1. Course Overview

    • Before you begin
  2. Customer Service Overview

    • Tell me about Pega Customer Service™
    • Show me how to conduct interactions
    • Let me conduct interactions in Pega Customer Service™
  3. Optimizing the Customer Value in the Contact Center

    • Show me how Next-Best-Action is used in a contact center
    • Show me how to use Next-Best-Action designer
    • Let me replace an offer in the contact center
  4. Customizing the User Interface

    • Show me how to edit a field
    • Show me how to change the layout of a service case
    • Let me customize the user interface
  5. Supporting Agents with Help Content

    • Show me how to create help content
    • Tell me about the publishing process
    • Show me how to find help content
    • Let me create help content
  6. Course Summary

    • Course summary

Choose Your Format

Need help choosing the best format? Learn More.

  • Skill Level

    Beginner

  • Duration

    2 hour

  • Platform Version

    8

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