Mission
Pega Customer Service Foundation
7 Modules
7 Challenges
4 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 missions:
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...
Using Pega GenAI Blueprint in Pega Customer Service
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Module
Using Pega GenAI Blueprint in Pega Customer Service
3 Topics
20 mins
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This module details on how Pega GenAI Blueprint, a generative AI-powered platform transforms enterprise application development from weeks to hours...
Using Pega GenAI Blueprint to create a Customer Service application
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Challenge
Using Pega GenAI Blueprint to create a Customer Service application
2 Tasks
5 mins
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As an application administrator, you have been tasked with creating a new application for CSRs at your organization to use in their day-to-day...
Using Pega GenAI Blueprint to extend a Customer Service application to include a new Service request
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Challenge
Using Pega GenAI Blueprint to extend a Customer Service application to include a new Service request
2 Tasks
5 mins
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U+ Bank has been using its Customer Service application for some time now. The U+ Bank customer service leadership team wants it to include another...
Using Customer Simulator to train CSRs
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Module
Using Customer Simulator to train CSRs
4 Topics
40 mins
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The Customer Simulator application lets you simulate real customer interactions in your Digital Messaging and Voice AI channels. CSRs use simulations...
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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You've been asked by the manager overseeing the Alpha Team of customer service representatives, to efficiently monitor the number of interactions...
Pega Knowledge Buddy overview
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Module
Pega Knowledge Buddy overview
5 Topics
35 mins
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Explore the features of Pega Gen AI Knowledge Buddy™, an AI-powered assistant that makes your knowledge base more accessible by providing answers and...
Creating a Knowledge Buddy
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Challenge
Creating a Knowledge Buddy
1 Task
10 mins
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As a Knowledge Buddy manager, you are tasked with creating a new Buddy for Pega Academy users. The Buddy should be able to answer any question it...
Creating Knowledge Buddy content
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Challenge
Creating Knowledge Buddy content
3 Tasks
5 mins
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Users in your organization have reported that the Knowledge Buddy you created does not answer one of the more commonly received questions about the...
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...
