Mission
Customer Service Developer
3 Missions
3 Modules
3 Challenges
22 hrs
In this mission, students learn how to customize a Pega Customer Service™ application. Students can configure a chatbot with Digital Messaging and 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.
Customer Service Low-Code Developer
-
Mission
Customer Service Low-Code Developer
2 Missions
9 Modules
9 Challenges
11 hrs 20 mins
-
Learn how easy it is to configure Pega Customer Service™ applications. You learn how to create new service cases for agents to interact with customers...
Pega Call
-
Mission
Pega Call
6 Modules
2 hrs 45 mins
-
Learn how Pega Call™ ensures that your customer service application communicates with computer-telephony integration (CTI) systems for a seamless...
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
5 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 following...
Suggesting tasks to agents
-
Module
Suggesting tasks to agents
2 Topics
30 mins
-
Learn how to suggest tasks to customer service agents. You will learn how to configure dynamic suggestions using the Pega Customer Decision Hub.
Suggesting a service case using Customer Decision Hub
-
Challenge
Suggesting a service case using Customer Decision Hub
2 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...
Pega Digital Messaging
-
Mission
Pega Digital Messaging
8 Modules
7 Challenges
5 hrs 40 mins
-
Pega Digital Messaging delivers frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Twitter...
Creating Customer Service data sources
-
Module
Creating Customer Service data sources
1 Topic
10 mins
-
You use Customer Service data sources to add external data objects into the Pega Customer Service™ application. Within data sources, you can specify...
Configuring a data source
-
Challenge
Configuring a data source
1 Task
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...
