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Mission

Customer Service Developer

1 Mission

6 Modules

6 Challenges

12 hrs 50 mins

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.

Beginner Pega Customer Service 8.3

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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