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Mission

Pega Customer Service Implementation

6 Missions

6 Modules

2 days 15 hrs 27 mins

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

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

  • Module

    Contact center foundations

    11 Topics

    1 hr 50 mins

  • 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

  • Module

    Contact center value drivers

    2 Topics

    20 mins

  • 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

  • Module

    Center-out architecture

    6 Topics

    40 mins

  • 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

  • Mission

    Pega Express Delivery

    8 Modules

    8 hrs 45 mins

  • 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

  • Module

    Pega approach to Discovery

    2 Topics

    20 mins

  • 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

  • Module

    Pega approach to Prepare

    4 Topics

    45 mins

  • 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

  • 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...

Pega User Experience (UX) Essentials

  • Mission

    Pega User Experience (UX) Essentials

    3 Modules

    3 hrs 41 mins

  • 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

  • Mission

    Pega Constellation View-Based UI Configuration for Low-Code Authors

    7 Modules

    2 Challenges

    3 hrs 55 mins

  • The Pega Constellation View-Based UI Configuration for Low-Code Authors mission prepares you to configure low-code applications using the...

Customer Service Developer

  • Mission

    Customer Service Developer

    5 Missions

    5 Modules

    1 Challenge

    1 day 19 hrs 52 mins

  • 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

  • Module

    Implementation best practices

    2 Topics

    15 mins

  • 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

  • Mission

    Modular Enterprise Reuse Foundation

    4 Modules

    2 hrs 25 mins

  • This mission presents the foundational knowledge required to understand Pega's guidance on enterprise reuse and modular business architecture best...

mission badge: Pega Customer Service Implementation

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