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Mission

Customer Service Developer

4 Missions

5 Modules

2 Challenges

1 day 4 hrs 45 mins

Visible to: All users Applies to: Pega Customer Service 8.8

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.

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Customer Service Low-Code Developer

  • Mission

    Customer Service Low-Code Developer

    2 Missions

    10 Modules

    10 Challenges

    13 hrs 40 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...

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...

Modifying the customer composite

  • Module

    Modifying the customer composite

    3 Topics

    20 mins

  • 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

  • Module

    Pega Customer Service performance considerations

    3 Topics

    30 mins

  • Reviews the performance guidelines to use when implementing Pega Customer Service™ applications. Learn about performance, best practices for data...

Pega Customer Service best practices

  • Module

    Pega Customer Service best practices

    5 Topics

    1 hr 20 mins

  • Reviews best practices to use when implementing Pega Customer Service™ applications. Learn about the low-code application development techniques...

Pega Digital Messaging

  • Mission

    Pega Digital Messaging

    9 Modules

    7 Challenges

    6 hrs 25 mins

  • Pega Digital Messaging delivers frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Apple...

Pega Voice AI

  • Mission

    Pega Voice AI

    8 Modules

    2 hrs 50 mins

  • Pega Voice AI assists CSRs during live phone interactions by suggesting actions based on real-time analysis of the conversation.

    CSRs receive...

mission badge: Customer Service Developer

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