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Pega Customer Service for Communications Foundation

This course is intended for anyone who wants to learn the capabilities of Pega Customer Service for Communications.

In this course, students learn the key features and differentiators of Pega Customer Service for Communications. Students get hands-on experience using Pega Customer Service for Communications interactions and service cases. Students also gain experience with several products within Pega Customer Service for Communications, including Pega Chat, Pega Co-Browse, Pega Knowledge, and Pega Self-Service Advisor.

What you'll learn

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

  • Navigate the Pega Customer Service for Communications Interaction Portal
  • Create dialogs and coaching tips for customer service representatives
  • List service cases that come with Pega Customer Service for Communications
  • Configure masking to hide secure information with Pega Chat
  • Conduct a Pega Co-Browse session
  • Configure Self-Service Advisor
  • Create help content in Pega Knowledge

Course Outline

  1. Course Introduction

    • Before you begin
  2. Product Overview

    • Business Scenario
  3. CSR Manager Tasks

    • Guiding a customer service representative using dialogs
    • Guiding a customer service representative using coaching tip
    • Monitoring an application with reports
  4. Service Cases

    • Service cases overview
    • Configuring a service case
  5. Channels

    • Configuring Pega Chat
    • Configuring Pega Co-Browse
    • Additional channels
    • Configuring Self-Service Advisor
  6. Pega Knowledge

    • Creating help content
    • Building sites
  7. Course Summary

    • Course summary

Choose Your Format

Need help choosing the best format? Learn More.

  • Skill Level

    Beginner

  • Duration

    8 hours

  • Platform Version

    Pega Customer Service 7.22

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