Presenting suggestions for agents

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.

Beginner

App Studio

Decision Management

Agent Desktop

English

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.

Available in the following mission:

Customer Service Low-Code Developer v8

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

Module Quiz

5 mins