Mission
Customer Service Developer
4 Missions
5 Modules
2 Challenges
1 day 4 hrs 45 mins
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
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Mission
Customer Service Low-Code Developer
2 Missions
10 Modules
10 Challenges
13 hrs 40 mins
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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
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Mission
Pega Call
6 Modules
2 hrs 45 mins
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Learn how Pega Call™ ensures that your customer service application communicates with computer-telephony integration (CTI) systems for a seamless...
Integrating external data
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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...
Integrating external customer service data
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Challenge
Integrating external customer service data
5 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...
Creating Customer Service data sources
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Module
Creating Customer Service data sources
1 Topic
10 mins
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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
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Challenge
Configuring a data source
1 Task
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...
Modifying the customer composite
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Module
Modifying the customer composite
3 Topics
20 mins
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The customer composite provides a summary view of customer and account information to the CSR while processing a customer interaction. You can modify...
Pega Customer Service performance considerations
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Module
Pega Customer Service performance considerations
3 Topics
30 mins
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Reviews the performance guidelines to use when implementing Pega Customer Service™ applications. Learn about performance, best practices for data...
Pega Customer Service best practices
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Module
Pega Customer Service best practices
5 Topics
1 hr 20 mins
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Reviews best practices to use when implementing Pega Customer Service™ applications. Learn about the low-code application development techniques...
Pega Digital Messaging
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Mission
Pega Digital Messaging
9 Modules
7 Challenges
6 hrs 25 mins
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Pega Digital Messaging delivers frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Apple...
Pega Voice AI
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Mission
Pega Voice AI
8 Modules
2 hrs 50 mins
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Pega Voice AI assists CSRs during live phone interactions by suggesting actions based on real-time analysis of the conversation.
CSRs receive...