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Module

Presenting suggestions for agents

6 Topics

55 mins

 Visible to: All users
Beginner Pega Customer Service 8.8 Pega Customer Decision Hub 8.8 App Studio Decision Management Agent Desktop English
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During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent suggested actions, Customer Decision Hub offers, and/or articles that are relevant to the current context. In this module, you learn about notification cards and the logic behind their presentation in the Interaction Portal.

Also, learn how to configure the Customer Service and the Customer Decision Hub applications to present suggestions for agents.

After completing this module, you should be able to:

Describe the functionality of notification cards in the Interaction Portal.
Suggest service cases to CSRs by defining a business condition.
Suggest a knowledge article for a service case.
Suggest an open case as a case match suggestion.
Modify the configuration set for Customer Decision Hub suggestions.
Configure Customer Service and Customer Decision Hub to suggest offers in the Interaction Portal.

Available in the following mission:

Customer Service Low-Code Developer v5

Topics

Notification cards for suggestions

10 mins

Suggesting a service case through deterministic logic

10 mins

Suggesting knowledge articles for a service case

5 mins

Suggesting an open complaint case

5 mins

Editing the configuration set for Pega Customer Decision Hub suggestions

10 mins

Suggesting offers with Customer Decision Hub

10 mins

Module Quiz

5 mins

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