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Mission

Customer Service Low-Code Developer

5 Missions

8 Modules

7 Challenges

1 day 15 hrs 32 mins

Visible to: All users
Intermediate
Pega Customer Service '24.1
English

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. You learn how to configure email bots to increase agent productivity. Learn how to configure the customer verification questions agents ask customers. You also learn how to create tabs in the customer composite to organize what a customer service agent sees during an interaction. You 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.

Available in the following mission:

Customer Service Developer v7
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Pega Customer Service Foundation

  • 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™. In this overview mission, you see how Pega Customer Service uses...

Constellation Adoption

  • Mission

    Constellation Adoption

    5 Modules

    11 Challenges

    12 hrs 10 mins

  • Explore Pega's Constellation architecture and learn about building Views, debugging applications, and working directly with the DX API.

    Note: This...

Pega Constellation View-Based UI for Designers

  • Mission

    Pega Constellation View-Based UI for Designers

    1 Mission

    7 Modules

    11 hrs 32 mins

  • The Pega Constellation View-Based UI for Designers Mission prepares you to conceptualize, plan, and prototype designs for a Pega application using the...

Modifying customer composites

  • Module

    Modifying customer composites

    3 Topics

    25 mins

  • The Interaction Portal in the Pega Customer Service application is based on the Constellation design pattern, offering fast development, a...

Updating the customer composite

  • Challenge

    Updating the customer composite

    2 Tasks

    5 mins

  • You are being asked to create a new composite tab to display a summary of contact information. This will give agents one click access to get contact...

Case Management

  • Module

    Case Management

    11 Topics

    1 hr 35 mins

  • Learn about Pega’s Case Management capability that allows you to create applications using a business process like interface.

Service requests

  • Module

    Service requests

    9 Topics

    50 mins

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

Creating a new service request

  • Challenge

    Creating a new service request

    4 Tasks

    10 mins

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

Business conditions

  • Module

    Business conditions

    2 Topics

    20 mins

  • Learn how to create your own, custom business conditions in App Studio. Business conditions allow you to use a set of pre-defined criteria to...

Configuring business conditions

  • Challenge

    Configuring business conditions

    2 Tasks

    5 mins

  • U+ Bank identifies that many customer are missing their payment due dates, resulting in late fees and negative impact on their credit score. To...

Using Pega Customer Decision Hub in Pega Customer Service

  • Module

    Using Pega Customer Decision Hub in Pega Customer Service

    3 Topics

    20 mins

  • Pega Customer Decision Hub™ uses decision management and analytics to determine the right action for every customer. This module focuses on using this...

Using Pega Customer Decision Hub in Pega Customer Service

  • Challenge

    Using Pega Customer Decision Hub in Pega Customer Service

    4 Tasks

    5 mins

  • U+ Bank, a retail bank, wants to suggest offers from Pega Customer Decision Hub™ (CDH) in the Pega Customer Service™ (CS) Interaction Portal to drive...

Presenting suggestions for agents

  • Module

    Presenting suggestions for agents

    4 Topics

    35 mins

  • During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...

Suggesting an open complaint case

  • Challenge

    Suggesting an open complaint case

    3 Tasks

    5 mins

  • MyCo, a telecommunications company, wants to present the Dispute transaction case as a case match suggestion to the CSRs only if the dispute...

Configuring customer verification

  • Module

    Configuring customer verification

    2 Topics

    20 mins

  • The Customer verification feature provides a pool of security questions that a customer service representative (CSR) can use to verify customer...

Configuring customer verification

  • Challenge

    Configuring customer verification

    3 Tasks

    15 mins

  • The business wants to ensure that all customer service representative verify the identity of a customer at the start of an interaction. You have been...

Guiding a customer service agent with dialogs

  • 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.

Updating a dialog

  • Challenge

    Updating a dialog

    1 Task

    15 mins

  • U+ Bank wants their CSRs to be more formal when interacting with customers. You have been asked to update the dialog in the Address Change service...

Email Bots for Pega Customer Service

  • Mission

    Email Bots for Pega Customer Service

    4 Modules

    3 Challenges

    2 hrs 35 mins

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

Pega Knowledge

  • Mission

    Pega Knowledge

    6 Modules

    5 Challenges

    5 hrs 30 mins

  • In this mission, you will become familiar with the benefits of content authoring and management with Pega Knowledge. Learn how to import content, work...

mission badge: Customer Service Low-Code Developer

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