You can use root cause analysis (RCA) to identify the probable causes of a problem. Learn how to use RCA to find correlations that lead you to these...

Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Pega Sales Automation™ comes with three main application personas: Sales representative, sales manager, and sales operations. Each persona has its own...

In this module, learn how to analyze the data presented in the various tabs in the Analysis section of the navigation toolbar. Learn how to identify...

Learn how to use screen pops to provide a summary of information to agents when a call arrives.

Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...

• What is the Security Checklist?
• How do I access the Security Checklist?
• How to use the Security Checklist?/What is the purpose?
• What happens if I...

Pega Sales Automation™ supports both business-to-business (B2B) and business-to-consumer (B2C) selling modes. Regardless of whether you sell to...

This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...