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Mission

Customer Service Low-Code Developer

2 Missions

7 Modules

7 Challenges

9 hrs

Visible to all users
Intermediate Pega Customer Service 8.5

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.

  • 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

    Service requests

    6 Topics

    35 mins

  • This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...

  • Challenge

    Creating a new service request

    5 Tasks

    5 mins

  • U+Bank wants to offer its employees lunch by creating a service request in which employees can select and then submit what they would like to eat...

  • 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 ensure that all customer service agents verify the identity of a customer at the start of an interaction. You have been asked to...

  • 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 emails to customers. The message thanks 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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