Mission
Pega Customer Service Foundation
Archived
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.
Available in the following mission:
Pega Customer Service overview
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Module
Pega Customer Service overview
2 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
Archived
4 Tasks
15 mins
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Sarah Connor needs help with her account and clarification in her transaction. She starts an interaction with a customer service representative (CSR)...
Next best action and customer interactions
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Module
Next best action and customer interactions
2 Topics
20 mins
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Pega’s omni-channel artificial intelligence (AI) delivers the right action at every customer touch by crunching millions of data points in real-time.
...
Supporting agents with help content
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Module
Supporting agents with help content
3 Topics
20 mins
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Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...
Creating help content
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Challenge
Creating help content
Archived
3 Tasks
15 mins
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You have been asked to create content that assists a customer service representative (CSR) with the Dispute Transaction process. The goal of the...
Customizing the customer service user interface
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Module
Customizing the customer service user interface
2 Topics
15 mins
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Learn how to configure various aspects of the Pega Customer Service™ UI. Customize the layout for a service case, add a field to display, and modify...
Customizing the user interface for agents
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Challenge
Customizing the user interface for agents
Archived
2 Tasks
15 mins
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You have been asked to make the following changes to the Pega Customer Service user interface (UI), which is displayed when a customer service...
