Mission
Pega Customer Service Foundation
7 Modules
5 Challenges
4 hrs 25 mins
Learn the fundamentals of Pega Customer Service™ and how organizations deliver artificial intelligence (AI)-driven customer experiences across multiple channels. Explore the core features of Pega Customer Service, including guided interactions, Suggested Actions recommendations, Service Case management, knowledge management, and agent productivity features. Discover how Pega uses GenAI and agentic automation to improve customer service operations, enhance service outcomes, and enable organizations to resolve customer needs.
Available in the following mission:
Pega Customer Service overview
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Module
Pega Customer Service overview
3 Topics
20 mins
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This module provides an overview of the features and capabilities of Pega Customer Service™. Learn how to conduct an interaction as a customer service...
Conducting an interaction
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Challenge
Conducting an interaction
3 Tasks
15 mins
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As a customer service representative (CSR) you are tasked to handle interactions through various channels. In this challenge, you will conduct an...
Using Pega GenAI Blueprint in Pega Customer Service
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Module
Using Pega GenAI Blueprint in Pega Customer Service
3 Topics
20 mins
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This module details on how Pega GenAI Blueprint, a generative AI-powered platform transforms enterprise application development from weeks to hours...
Using Pega GenAI Blueprint to create a Customer Service application
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Challenge
Using Pega GenAI Blueprint to create a Customer Service application
2 Tasks
5 mins
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As an application administrator, you have been tasked with creating a new application for CSRs at your organization to use in their day-to-day...
Using Customer Simulator to train CSRs
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Module
Using Customer Simulator to train CSRs
4 Topics
40 mins
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The Customer Simulator application lets you simulate real customer interactions in your Digital Messaging and Voice AI channels. CSRs use simulations...
Pega Voice AI introduction
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Module
Pega Voice AI introduction
2 Topics
25 mins
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
Monitoring your contact center with Insights
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Module
Monitoring your contact center with Insights
2 Topics
15 mins
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Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
Pega Knowledge Buddy overview
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Module
Pega Knowledge Buddy overview
7 Topics
55 mins
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Explore the features of Pega Gen AI Knowledge Buddy™, an AI-powered assistant that makes your knowledge base more accessible by providing answers and...
Creating a Knowledge Buddy
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Challenge
Creating a Knowledge Buddy
2 Tasks
10 mins
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As a Knowledge Buddy manager, you are tasked with creating a new Buddy for Pega Academy users. The Buddy should be able to answer any question it...
Creating Knowledge Buddy content
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Challenge
Creating Knowledge Buddy content
3 Tasks
5 mins
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Users in your organization have reported that the Knowledge Buddy you created does not answer one of the more commonly received questions about the...
Pega Knowledge overview
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Module
Pega Knowledge overview
4 Topics
35 mins
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Explore the features of Pega Knowledge™. Learn how to navigate the Knowledge portal and the content management Life Cycle.
Linking Knowledge articles to service cases
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Challenge
Linking Knowledge articles to service cases
4 Tasks
5 mins
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You have been asked to create content that provides customers with guidance through the process of remortgaging with U+ Bank. The goal of the content...
