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221 Modules 142 Courses 29 Exams

Course

Pega Customer Service Essentials

Pega Customer Service™ applications include a set of predefined case types also known as a service case or a service request. In this course, you will learn how to create new cases and configure them so they are available to customer service agents. You will also learn how to guide a customer service agent during an interaction using dialogs and coaching tips. You will also learn how to create common phrases for customer service agents that can be used in email or chat responses to customers.

Module

Monitoring Your Contact Center with Reports

Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn about the existing out of the box reports and dashboard widgets. You will then practice using a cloud-based exercise system.

Module

Configuring a Pega Chat server

Pega chat allows customers to communicate to customer service representatives (CSRs) in real time on any device. Chat requests can be sent to any CSR or a specialized CSR for a given subject. This module will show you how to create chat queues to contain chat requests that are handled by CSRs. This module will also show you how to create skills to determine which queues a CSR has access to.

Course

PRPC: Senior System Architect

The Senior System Architect program is an advanced course for those who want to learn PRPC concepts by designing and building for reusability across multiple lines of business.

Course

Decisioning Fundamentals

Decision Strategy Manager (DSM) is for strategy designers that want to utilize predictive analytics in their applications. This Decisioning Fundamentals course will teach you how to design sophisticated decision strategies in DSM and embed them into an application process through PRPC's process modeler.

Course

CPM: Channel Services Integration

This course is an intermediate level course designed to teach Customer Process Manager (CPM) architects to integrate CPM with contact center service channels. The course shows students how to configure CPM and PegaCALL to integrate with telephony infrastructure including CTI platforms from Avaya, Cisco and Genesys and use features including soft phone and screenpop. The course also shows students how to configure and use PegaCHAT to provide customer service over chat.

Course

PRPC: Bootcamp

Bootcamp is for those who want to focus on building applications for reuse that solve complex business problems. Students design and build for reusability across multiple lines of business.

Course

CPM: Fundamentals

This course is a must for any system architect who will be designing and implementing Customer Process Manager (CPM) for their multi-channel contact center. Learn key features and how best to deploy and extend CPM to meet your business objectives.

Course

PRPC: Lead System Architect

The Lead System Architect Program concentrates on building on the PegaRULES Process Commander (PRPC) concepts and skills you learned in the Senior System Architect program to build and design an application that follows the Build for Change concept.

Course

PRPC: Architecture

This course provides an overview of the architecture of PRPC. Students will learn the functional layers that make up the PRPC architecture, how PRPC is deployed across JEE servers and databases and how PRPC scales up and across an organization to meet the most demanding application requirements.