Mission
Pega Digital Messaging
Archived
9 Modules
7 Challenges
6 hrs 25 mins
Pega Digital Messaging delivers frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Apple Messages for Business, WhatsApp, and SMS.
Learn how to set up a web messaging connection and 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.
Learn how the Messaging AI feature analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer.
In addition, learn how a customer service representative can initiate an outbound phone call from a messaging interaction.
Available in the following mission:
Getting started with Digital Messaging
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Module
Getting started with Digital Messaging
Archived
3 Topics
20 mins
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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
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Module
Configuring Digital Messaging Manager
Archived
7 Topics
1 hr 5 mins
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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 channel interface
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Challenge
Creating a Digital Messaging channel interface
Archived
2 Tasks
10 mins
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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
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Module
Interacting with customers using a chatbot
3 Topics
30 mins
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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
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Challenge
Configuring a chatbot with web messaging
Archived
5 Tasks
15 mins
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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
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Module
Authenticating customers using Digital Messaging
Archived
2 Topics
20 mins
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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
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Module
Configuring chat queues and routing
Archived
5 Topics
40 mins
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You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any...
Configuring chat queues
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Challenge
Configuring chat queues
Archived
7 Tasks
20 mins
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U+ Bank is reviewing chat services for its customers. The current Digital Messaging configuration has queues for Billing, General, and Technical...
Configuring chat routing
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Challenge
Configuring chat routing
Archived
3 Tasks
5 mins
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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
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Module
Setting chat and messaging behavior
Archived
5 Topics
40 mins
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Configuring common phrases for agents
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Module
Configuring common phrases for agents
Archived
1 Topic
10 mins
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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
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Challenge
Configuring common phrases for agents
Archived
3 Tasks
5 mins
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U+ Bank wants to set up a consistent greeting for customer service agents to initiate Web messaging conversations. The message welcomes the customer...
Setting up Messaging AI
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Module
Setting up Messaging AI
Archived
4 Topics
45 mins
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Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
Configuring a Case suggestion
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Challenge
Configuring a Case suggestion
Archived
5 Tasks
15 mins
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Customers of U+ Bank initiate a chat session with a live CSR and request to make a payment. The expected outcome is that Messaging AI analyzes the...
Configuring a knowledge article suggestion
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Challenge
Configuring a knowledge article suggestion
Archived
5 Tasks
5 mins
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Customers of U+ Bank initiate a chat session with a live CSR and state that they want to know about the credit card benefits. The expected outcome is...
Initiating a call from a messaging interaction
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Module
Initiating a call from a messaging interaction
Archived
1 Topic
10 mins
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Customer service representatives (CSRs) resolve customer queries by initiating calls during chat interactions. When a customer becomes unavailable to...
