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Pega Digital Messaging
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Mission
Pega Digital Messaging
8 Modules
7 Challenges
5 hrs 40 mins
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Pega Digital Messaging delivers frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Twitter...
Authenticating customers using Digital Messaging
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Module
Authenticating customers using Digital Messaging
2 Topics
20 mins
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Authentication helps prevent malicious or unauthorized users from hijacking data. In this module, you learn how Pega Customer Service™ authenticates...
Configuring chat queues and routing
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Module
Configuring chat queues and routing
5 Topics
40 mins
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You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any...
Configuring common phrases for agents
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Module
Configuring common phrases for agents
1 Topic
10 mins
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Learn how to provide customer service agents with a set of common phrases so that the agents can insert preapproved phrases into their responses to...
Configuring Digital Messaging Manager
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Module
Configuring Digital Messaging Manager
8 Topics
1 hr 10 mins
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The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...
Digital messaging
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Module
Digital messaging
3 Topics
25 mins
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Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...
Form autofill
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Module
Form autofill
3 Topics
20 mins
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Learn how to configure Form Autofill to help CSRs complete the forms associated with a case type. Voice AI detects entities in the live customer...
Getting started with Digital Messaging
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Module
Getting started with Digital Messaging
2 Topics
15 mins
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In this module, you learn about Digital Messaging and its supported messaging platforms. Also, learn how to create a Digital Messaging interface to...
Pega Voice AI introduction
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Module
Pega Voice AI introduction
2 Topics
25 mins
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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...
Script adherence
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Module
Script adherence
3 Topics
20 mins
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...