Mission
Pega Customer Service Foundation
7 Módulos
5 Desafios
4 h 25 min
Learn the fundamentals of Pega Customer Service™ and how organizations deliver artificial intelligence (AI)-driven customer experiences across multiple channels. Explore the core features of Pega Customer Service, including guided interactions, Suggested Actions recommendations, Service Case management, knowledge management, and agent productivity features. Discover how Pega uses GenAI and agentic automation to improve customer service operations, enhance service outcomes, and enable organizations to resolve customer needs.
Disponível na seguinte missão:
Pega Customer Service overview
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Module
Pega Customer Service overview
3 Tópicos
20 min
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This module provides an overview of the features and capabilities of Pega Customer Service™. Learn how to conduct an interaction as a customer service...
Conducting an interaction
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Challenge
Conducting an interaction
3 Tarefas
15 min
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As a customer service representative (CSR) you are tasked to handle interactions through various channels. In this challenge, you will conduct an...
Using Pega GenAI Blueprint in Pega Customer Service
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Module
Using Pega GenAI Blueprint in Pega Customer Service
3 Tópicos
20 min
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This module details on how Pega GenAI Blueprint, a generative AI-powered platform transforms enterprise application development from weeks to hours...
Using Pega GenAI Blueprint to create a Customer Service application
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Challenge
Using Pega GenAI Blueprint to create a Customer Service application
2 Tarefas
5 min
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As an application administrator, you have been tasked with creating a new application for CSRs at your organization to use in their day-to-day...
Using Customer Simulator to train CSRs
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Module
Using Customer Simulator to train CSRs
4 Tópicos
40 min
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The Customer Simulator application lets you simulate real customer interactions in your Digital Messaging and Voice AI channels. CSRs use simulations...
Pega Voice AI introduction
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Module
Pega Voice AI introduction
2 Tópicos
25 min
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
Monitoring your contact center with Insights
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Module
Monitoring your contact center with Insights
2 Tópicos
15 min
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Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
Pega Knowledge Buddy overview
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Module
Pega Knowledge Buddy overview
7 Tópicos
55 min
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Explore the features of Pega Gen AI Knowledge Buddy™, an AI-powered assistant that makes your knowledge base more accessible by providing answers and...
Creating a Knowledge Buddy
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Challenge
Creating a Knowledge Buddy
2 Tarefas
10 min
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As a Knowledge Buddy manager, you are tasked with creating a new Buddy for Pega Academy users. The Buddy should be able to answer any question it...
Creating Knowledge Buddy content
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Challenge
Creating Knowledge Buddy content
3 Tarefas
5 min
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Users in your organization have reported that the Knowledge Buddy you created does not answer one of the more commonly received questions about the...
Pega Knowledge overview
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Module
Pega Knowledge overview
4 Tópicos
35 min
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Explore the features of Pega Knowledge™. Learn how to navigate the Knowledge portal and the content management Life Cycle.
Linking Knowledge articles to service cases
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Challenge
Linking Knowledge articles to service cases
4 Tarefas
5 min
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You have been asked to create content that provides customers with guidance through the process of remortgaging with U+ Bank. The goal of the content...
