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Mission

Pega Customer Service Foundation

4 Modules

3 Challenges

2 hrs 15 mins

Visible to: All users
Beginner
Pega Customer Service '23
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 missions:

Customer Service Low-Code Developer v6 Pega Customer Service Implementation v3
Verify the version tags to ensure you are consuming the intended content or, complete the latest version.

Pega Customer Service overview

  • Module

    Pega Customer Service overview

    3 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

    3 Tasks

    15 mins

  • As a customer service representative (CSR) you are tasked to handle interactions through various channels. In this challenge, you will conduct an...

Pega Voice AI introduction

  • Module

    Pega Voice AI introduction

    2 Topics

    25 mins

  • 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

  • Module

    Monitoring your contact center with Insights

    2 Topics

    15 mins

  • Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...

Leveraging Insights

  • Challenge

    Leveraging Insights

    2 Tasks

    5 mins

  • As a manager overseeing the Alpha Team of customer service representatives, you want to efficiently monitor the number of cases resolved by your team...

Pega Knowledge overview

  • Module

    Pega Knowledge overview

    4 Topics

    35 mins

  • 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

  • Challenge

    Linking Knowledge articles to service cases

    4 Tasks

    5 mins

  • 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...

mission badge: Pega Customer Service Foundation

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