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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 English

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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Customer Service Low-Code Developer

  • 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...

Integrating external data

  • 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...

Integrating external customer service data

  • 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...

Suggesting tasks to agents

  • 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...

Create an Intent When record

  • 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...

Suggesting a service case using Customer Decision Hub

  • 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...

Creating custom tabs

  • 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...

Creating a composite tab

  • 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...

Configuring a web chatbot

  • 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...

Configuring a web chatbot

  • Challenge

    Configuring a web chatbot

    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...

Creating Customer Service data sources

  • 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...

Configuring a data source

  • 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...

Configuring chat queues

  • 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...

Customer Service Developer

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