Mission
Pega Customer Service Foundation
4 Modules
3 Challenges
2 hrs 15 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
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...
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...
Leveraging Insights
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Challenge
Leveraging Insights
2 Tasks
5 mins
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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
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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...
