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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 customers. You learn how to configure email bots to increase agent productivity. Learn how to configure the customer verification questions agents ask customers.  You will also learn how to guide a customer service agent during an interaction with common phrases, using dialogs, and coaching tips. Learn how to create troubleshooters using Pega Knowledge to help customers or agents diagnose issues.

Intermediate Pega Customer Service 8.4

Mission

Pega Customer Service Foundation

4 Modules

3 Challenges

2 hrs 15 mins

Gain experience with several products that are a part of Pega Customer Service™. You see how Pega Customer Service uses artificial intelligence (AI)...

Module

Configuring service cases for agents

2 Topics

15 mins

Pega Customer Service™ applications include a set of predefined case types also known as a service case or a service request. Each case contains one...

Challenge

Configuring a service case

3 Tasks

15 mins

You were asked to create a new case type named Update Payment to allow users to update payment information for their account. This service case should...

Module

Configuring customer verification

1 Topic

15 mins

The Customer verification feature provides a pool of security questions that a customer service agent can use to verify customer identity. In this...

Challenge

Configuring customer verification

3 Tasks

15 mins

The business wants to make sure that all customer service agents verify the identity of a customer at the start of an interaction. You have been asked...

Mission

Email bots for Pega Customer Service

4 Modules

3 Challenges

2 hrs 40 mins

Learn how Pega Email Bot™ can act as a virtual assistant to your customer service representatives. Reduce time spent categorizing and routing inbound...

Module

Configuring common phrases for agents

1 Topic

10 mins

Learn how to provide customer service agents with a set of common phrases so that, in any text-based channel, the agents can insert preapproved...

Challenge

Configuring a common phrase

3 Tasks

15 mins

Your company wants to set up a consistent greeting for customer service agents to use when sending email to customers. The message should thank the...

Module

Guiding a customer service agent with dialogs

2 Topics

15 mins

Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.

Challenge

Updating a dialog

2 Tasks

15 mins

As a manager, you want customer service agents to have more of a personal touch when communicating with customers. You want agents to use the customer...

Module

Guiding a customer service agent with coaching tips

2 Topics

15 mins

Learn how to provide customer service agents with coaching tips that deliver reminders, real-time advice, and instructions.

Challenge

Configuring a coaching tip

4 Tasks

15 mins

You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...

Module

Configuring Pega Knowledge troubleshooters

3 Topics

20 mins

Learn how to configure Pega Knowledge troubleshooters for a Pega Customer Service application and provide dynamic diagnostics capabilities to help...

Challenge

Creating a troubleshooter

5 Tasks

15 mins

The Pega Knowledge Troubleshooter provides dynamic diagnostics capabilities to help diagnose common product or service issues. It contains related...

Module

Monitoring your contact center with reports

1 Topic

10 mins

Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...

Challenge

Leveraging reports in the contact center

4 Tasks

15 mins

As a manager, you need to use reports to get visibility into the application. In this exercise, you will create and resolve service cases from both...

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