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Mission

Pega Digital Messaging

7 Modules

5 Challenges

3 hrs 54 mins

Visible to all users
Beginner Pega Customer Service 8.6 Conversational Channels English

Pega Digital Messaging delivers frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Twitter, Apple Business Chat, WhatsApp, and SMS.

In this mission, you will learn how to simplify service from the center out as you build functionality and deploy instantly across all digital channels. With Pega Digital Messaging you can create and transform processes and features right to ensure efficiency and consistency.

Getting started with Digital Messaging

  • Module

    Getting started with Digital Messaging

    3 Topics

    20 mins

  • In this module, you learn about Digital Messaging and its supported messaging platforms. Also, learn the importance of creating a self-service...

Configuring Digital Messaging Manager

  • Module

    Configuring Digital Messaging Manager

    4 Topics

    45 mins

  • The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...

Creating a Digital Messaging interface

  • Challenge

    Creating a Digital Messaging interface

    2 Tasks

    10 mins

  • U+ Bank wants to set up its chatbot to respond to service requests received from several digital channels. As an initial step, the bank first wants to...

Interacting with customers using a chatbot

  • Module

    Interacting with customers using a chatbot

    2 Topics

    20 mins

  • In this module, you learn about the Web Messaging bot and its configuration options. You also learn how to configure a chatbot with Digital Messaging...

Configuring a chatbot with web messaging

  • Challenge

    Configuring a chatbot with web messaging

    5 Tasks

    5 mins

  • The business wants to let customers open an account by using a digital messaging channel. The chatbots can handle this type of request and allow...

Authenticating customers using Digital Messaging

  • Module

    Authenticating customers using Digital Messaging

    2 Topics

    20 mins

  • Authentication helps prevent malicious or unauthorized users from hijacking data. In this module, you learn how Pega Customer Service™ authenticates...

Configuring chat queues and routing

  • Module

    Configuring chat queues and routing

    4 Topics

    35 mins

  • Digital Messaging lets customers communicate with your organization in real-time on any device. Chat requests can be sent to any customer service...

Configuring chat queues

  • Challenge

    Configuring chat queues

    6 Tasks

    20 mins

  • U+ Bank is reviewing chat services for its customers. The current Digital Messaging configuration has queues for Billing, General, and Technical...

Configuring chat routing

  • Challenge

    Configuring chat routing

    3 Tasks

    5 mins

  • U+ Bank is implementing Digital Messaging. The bank has created chat queues for General, Billing, and Technical questions. U+ Bank asks you to set up...

Setting chat and messaging behavior

  • Module

    Setting chat and messaging behavior

    2 Topics

    15 mins

  • A customer can initiate a conversation using traditional chat (Web Messaging), or by sending a post from SMS or a social networking application like...

Configuring common phrases for agents

  • Module

    Configuring common phrases for agents

    1 Topic

    10 mins

  • Learn how to provide customer service agents with a set of common phrases so that the agents can insert preapproved phrases into their responses to...

Configuring common phrases for agents

  • Challenge

    Configuring common phrases for agents

    3 Tasks

    5 mins

  • U+ Bank wants to set up a consistent greeting for customer service agents to initiate Web messaging conversations. The message welcomes the customer...

Pega Digital Messaging

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