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Mission

Pega Digital Messaging

8 Modules

6 Challenges

6 hrs 10 mins

Visible to: All users
Beginner Pega Customer Service '23 Conversational Channels Chat and Messaging Constellation English

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:

Customer Service Developer v7
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Getting started with Digital Messaging

  • Module

    Getting started with Digital Messaging

    2 Topics

    15 mins

  • In this module, you learn about Digital Messaging and its supported messaging platforms. Also, learn how to create a Digital Messaging interface to...

Configuring Digital Messaging Manager

  • Module

    Configuring Digital Messaging Manager

    8 Topics

    1 hr 10 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

    3 Topics

    30 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

    15 mins

  • The business wants to allow its customers to make payments 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

    5 Topics

    40 mins

  • 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

  • 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...

Setting chat and messaging behavior

  • Module

    Setting chat and messaging behavior

    4 Topics

    35 mins

  • Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...

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...

Setting up Messaging AI

  • Module

    Setting up Messaging AI

    5 Topics

    50 mins

  • 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

  • Challenge

    Configuring a Case suggestion

    5 Tasks

    15 mins

  • Customers of U+ Bank initiate a chat session with a live CSR and request to change their home address. The expected outcome is that Messaging AI...

Configuring a knowledge article suggestion

  • Challenge

    Configuring a knowledge article suggestion

    5 Tasks

    5 mins

  • 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...

mission badge: Pega Digital Messaging

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