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Mission

Customer Service Developer

1 Mission

6 Modules

6 Challenges

12 hrs 50 mins

Visible to all users
Beginner Pega Customer Service 8.3

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, create categories for service cases, determine when service cases are suggested to a customer service agent, and integrate with an external REST service.

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  • Mission

    Customer Service Low-Code Developer

    2 Missions

    7 Modules

    7 Challenges

    8 hrs 50 mins

  • Learn how easy it is to configure Pega Customer Service applications. You will learn how to create new service cases for agents to interact with...

  • Module

    Integrating external data

    2 Topics

    20 mins

  • In this module, you learn how to integrate external data into a Pega Customer Service application. You will connect to a REST service that contains...

  • Challenge

    Integrating external customer service data

    6 Tasks

    30 mins

  • A REST service has been created to access contact data for a customer. Your task is to access that data to replace the sample data.  

    Use the...

  • Module

    Suggesting tasks to agents

    3 Topics

    30 mins

  • Learn how to suggest tasks to customer service agents. You will learn how to configure prescriptive suggestions using Intent When records and dynamic...

  • Challenge

    Create an Intent When record

    3 Tasks

    20 mins

  • As a system architect, you have a requirement that an Open new account service case should be suggested when someone has a balance of greater to or...

  • Challenge

    Suggesting a service case using Customer Decision Hub

    3 Tasks

    15 mins

  • You are configuring a Pega Customer Service™ application for U+ Bank. The bank wants to sign up high-value customers, those with a Customer Lifetime...

  • Module

    Creating custom tabs

    2 Topics

    15 mins

  • Learn how to create your own customer composite tabs. Customer composite tabs are used to display a logical group of information to a user in Pega...

  • Challenge

    Creating a composite tab

    3 Tasks

    5 mins

  • As a system architect, you have a requirement to create a new tab to display the first name, last name, and mobile phone number for a contact in a...

  • Module

    Configuring a web chatbot

    2 Topics

    20 mins

  • In this module, you learn how to configure a web chatbot in Pega Customer Service™. In a live chat session, the customer interacts with a customer...

  • Challenge

    Configuring a webchatbot

    5 Tasks

    20 mins

  • The business wants to let customers open an account by using web chatbot. The chatbots can handle this type of request and allow agents to focus on...

  • Module

    Creating customer service data sources

    1 Topic

    10 mins

  • As you create more service cases you may find that you want to organize service cases by categories. Using categories makes it easier for customer...

  • Challenge

    Configuring a data source

    2 Tasks

    15 mins

  • As a system architect, there is a requirement for the contact identifier to be used in dialogs in the Contact category. You have been tasked with...

  • Module

    Configuring chat queues

    2 Topics

    15 mins

  • Pega chat allows customers to communicate to customer service representatives (CSRs) in real-time on any device. Chat requests can be sent to any CSR...

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