Prioritizing email work with Get Next Email

The Prioritizing email work with Get Next Email module introduces the Get Next Email feature and its role in prioritizing email interactions in Pega Customer Service™ and Pega Platform™ applications. Learn how Get Next Email automatically routes the highest-priority email from a Work Queue to the appropriate user: a customer service representative (CSR) in Pega Customer Service or an email case worker in Pega Platform. You also learn how to configure operator routing settings, Work Queues, and Get Next Work behavior. These configurations help reduce manual inbox management and support faster handling of time-sensitive email interactions.

Beginner

English

After completing this module, you should be able to:

Explain Get Next Email functionality.

Describe how Get Next Email prioritizes email interactions.

Configure operator routing settings.

Configure Work Queues and Get Next Work behavior.

Available in the following missions:

Pega Email Bot Foundation v6 Email Bots for Pega Customer Service v10

Topics

Get Next Email overview

5 mins

Configuring Get Next Email

5 mins

Module Quiz

5 mins