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Mission

Pega Customer Service Foundation

5 Modules

3 Challenges

2 hrs 45 mins

Visible to all users
Beginner Pega Customer Service 8.6 English

Gain experience with several products that are a part of Pega Customer Service™. In this overview mission, 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:

Customer Service Low-Code Developer

Pega Customer Service overview

  • 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...

Conducting an interaction

  • 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)...

Next-Best-Action and customer interactions

  • 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.

    ...

Supporting agents with help content

  • 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...

Creating help content

  • 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...

Customizing the customer service user interface

  • Module

    Customizing the customer service user interface

    2 Topics

    15 mins

  • 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

  • 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 (UI), which is displayed when a customer service...

Digital messaging

  • Module

    Digital messaging

    4 Topics

    30 mins

  • Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...

Pega Customer Service Foundation

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