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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) to determine the Next Best Action for a customer and guide an agent through an interaction. You also learn how to use Pega Knowledge™ to support agents with help content in context as they are working through a service case.

  • Beginner
  • Pega Customer Service 8.4

Module

Pega Customer Service overview

  • 2 Topics

  • 20 mins

This module provides an overview of the features and capabilities of Pega Customer Service™. Learn how to conduct an interaction as a customer service...

Challenge

Conducting an interaction

  • 4 Tasks

  • 15 mins

Sarah Connor needs help with her account and clarification in her transaction. She starts an interaction with a customer service representative (CSR)...

Module

Next-Best-Action and customer interactions

  • 2 Topics

  • 20 mins

Pega’s omni-channel artificial intelligence (AI) delivers the right action at every customer touch by crunching millions of data points in real-time.

...

Module

Supporting agents with help content

  • 3 Topics

  • 20 mins

Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...

Challenge

Creating help content

  • 3 Tasks

  • 15 mins

You have been asked to create content that assists a customer service representative (CSR) with the Dispute Transaction process. The goal of the...

Module

Customizing the customer service user interface

  • 2 Topics

  • 15 mins

Learn how to configure various aspects of the Pega Customer Service™ user interface. Customize the layout for a service case, add a field to display...

Challenge

Customizing the user interface for agents

  • 2 Tasks

  • 15 mins

You have been asked to make the following changes to the Pega Customer Service user interface, which is displayed when customer service representative...

Customer Service Foundation

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