Mission
Pega Customer Service Foundation
6 Modules
4 Challenges
3 hrs 35 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 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
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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The omnichannel Pega AI delivers the right action at every customer touch by crunching millions of data points in real time.
Learn how you can use...
Exploring suggested next best actions in a contact center
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Challenge
Exploring suggested next best actions in a contact center
2 Tasks
10 mins
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U+ Bank, a retail bank, created rich and rewarding experiences for its customers by presenting personalized next-best-action recommendations to...
Supporting agents with help content
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Module
Supporting agents with help content
5 Topics
30 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
4 Tasks
20 mins
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You are asked to create content in the Pega Knowledge application to assist a CSR with the Dispute Transaction process. The goal of the content is to...
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
2 Tasks
15 mins
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You have been asked to make the following changes to the Pega Customer Service user interface, which is displayed when customer service representative...
Digital messaging
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Module
Digital messaging
3 Topics
25 mins
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Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...
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...
