Mission
Pega Customer Service Implementation
6 Missions
6 Modules
2 days 15 hrs 47 mins
In this mission you gain an overview into the history and challenges of contact center leaders and agents. You also learn how Pega Customer Service™ can be implemented to provide a consistent, unified experience and promote business values in an omnichannel approach that benefits both CSRs and customers. You will gain experience and acquire best practices with the Pega Express™ delivery approach as well as Pega User Experience (UX) design.
Contact center foundations
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Module
Contact center foundations
11 Topics
1 hr 50 mins
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Learn about the history and evolution of the contact center. Discover the challenges of both contact center leaders and agents, the solutions that...
Contact center value drivers
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Module
Contact center value drivers
2 Topics
20 mins
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Learn how Pega Customer Service™ uses AI-powered technology to provide a consistent experience regardless of the channel of communication that the...
Center-out architecture
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Module
Center-out architecture
6 Topics
40 mins
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The one certain thing in business is uncertainty. Navigating uncertainty takes agility, in order to respond quickly to new challenges in the “here and...
Pega Express Delivery
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Mission
Pega Express Delivery
8 Modules
8 hrs 45 mins
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Learn how to leverage Pega’s low-code experience, best practices in application development, and Scrum to quickly deliver meaningful outcomes in as...
Pega approach to Discovery
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Module
Pega approach to Discovery
2 Topics
20 mins
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Learn how to apply the Discover phase of Pega Express™ to approach customer service outcomes. Identify the desired business outcomes and Microjourneys...
Pega approach to Prepare
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Module
Pega approach to Prepare
4 Topics
50 mins
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Discover how to prepare your team for your project and apply the Pega Express™ methodology to Pega Customer Service™. Learn how to a well conducted...
Pega Customer Service Foundation
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Mission
Pega Customer Service Foundation
4 Modules
3 Challenges
2 hrs 15 mins
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Gain experience with several products that are a part of Pega Customer Service™. In this overview mission, you see how Pega Customer Service uses...
Pega User Experience (UX) Essentials
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Mission
Pega User Experience (UX) Essentials
3 Modules
3 hrs 41 mins
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Gain a high-level overview of Pega’s approach to enterprise UX, including the basics of UX design, the importance of UX in enterprise applications...
Pega Constellation View-Based UI Configuration for Low-Code Authors
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Mission
Pega Constellation View-Based UI Configuration for Low-Code Authors
7 Modules
2 Challenges
4 hrs 10 mins
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The Pega Constellation View-Based UI Configuration for Low-Code Authors mission prepares you to configure low-code applications using the...
Customer Service Developer
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Mission
Customer Service Developer
5 Missions
5 Modules
1 Challenge
1 day 19 hrs 52 mins
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In this mission, students learn how to customize a Pega Customer Service™ application. Students can configure a chatbot with Digital Messaging and...
Implementation best practices
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Module
Implementation best practices
2 Topics
15 mins
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This module provides an overview of the best practices that you should follow as part of the Pega Express™ delivery approach. Learn about the core...
Modular Enterprise Reuse Foundation
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Mission
Modular Enterprise Reuse Foundation
4 Modules
2 hrs 25 mins
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This mission presents the foundational knowledge required to understand Pega's guidance on enterprise reuse and modular business architecture best...
