Mission
Customer Service Developer
1 Mission
6 Modules
6 Challenges
13 hrs
In this misson, students learn how to customize a Pega Customer Service™ application. Students 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
9 hrs
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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...
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Module
Integrating external data
2 Topics
20 mins
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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...
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Challenge
Integrating external customer service data
6 Tasks
30 mins
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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...
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Module
Suggesting tasks to agents
3 Topics
30 mins
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Learn how to suggest tasks to customer service agents. You will learn how to configure prescriptive suggestions using Intent When records and dynamic...
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Challenge
Create an Intent When record
3 Tasks
20 mins
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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...
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Challenge
Suggesting a service case using Customer Decision Hub
3 Tasks
15 mins
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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...
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Module
Creating custom tabs
2 Topics
15 mins
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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...
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Challenge
Creating a composite tab
3 Tasks
5 mins
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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...
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Module
Configuring a web chatbot
2 Topics
20 mins
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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...
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Challenge
Configuring a webchatbot
5 Tasks
20 mins
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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...
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Module
Creating customer service data sources
1 Topic
10 mins
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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...
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Challenge
Configuring a data source
2 Tasks
15 mins
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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...
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Module
Configuring chat queues
2 Topics
15 mins
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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...