Outbound emails

Use outbound email features in Pega Customer to manage customer communications across various interaction types. Initiate outbound emails from phone calls and Service Cases, configure the Send Email smart shape, and enable comprehensive tracking to maintain visibility and continuity. Explore practical workflows that can improve service efficiency and customer engagement.

Beginner

English

After completing this module, you should be able to:

Identify outbound email scenarios in Pega Customer Service.

Send emails during a phone call interaction.

Send emails from a Service Case during a phone call interaction.

Send emails from a Service Case during an email interaction using the Send Email smart shape.

Configure tracking for Service Case emails and the Send Email process shapes.

Available in the following mission:

Email Bots for Pega Customer Service v9

Topics

Outbound emails overview

5 mins

Sending emails during a phone call interaction

5 mins

Sending emails from a Service Case during a phone call interaction

5 mins

Sending emails from a Service Case from an email interaction using the Send Email smart shape

5 mins

Configuring comprehensive tracking for Service Case emails

5 mins

Module Quiz

5 mins