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Creating a case from an email
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Challenge
Creating a case from an email
4 Tasks
20 mins
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Your customer, U+ Bank, wants to speed up email interactions for address changes by pre-populating cases with the correct values. For address change...
Creating a Digital Messaging interface
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Challenge
Creating a Digital Messaging interface
2 Tasks
10 mins
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U+ Bank wants to set up its chatbot to respond to service requests received from several digital channels. As an initial step, the bank first wants to...
Creating a new service request
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Challenge
Creating a new service request
4 Tasks
10 mins
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U+ Bank wants to offer its employees lunch services by creating a service request in which employees can select and then submit what they want to eat...
Creating a troubleshooter
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Challenge
Creating a troubleshooter
4 Tasks
15 mins
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The Pega Knowledge Troubleshooter provides dynamic diagnostics capabilities to help diagnose common product or service issues. It contains related...
Creating help content
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Challenge
Creating help content
4 Tasks
20 mins
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You are asked to create content in the Pega Knowledge application to assist a CSR with the Dispute Transaction process. The goal of the content is to...
Customizing the user interface for agents
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Challenge
Customizing the user interface for agents
2 Tasks
15 mins
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You have been asked to make the following changes to the Pega Customer Service user interface, which is displayed when customer service representative...
Exploring suggested next best actions in a contact center
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Challenge
Exploring suggested next best actions in a contact center
2 Tasks
10 mins
Pega Customer Service 8.8 -
U+ Bank, a retail bank, created rich and rewarding experiences for its customers by presenting personalized next-best-action recommendations to...
Integrating external customer service data
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Challenge
Integrating external customer service data
5 Tasks
30 mins
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A REST service has been created to access contact data for a customer. Your task is to access that data to replace the sample data.
Use the following...
Leveraging reports in the contact center
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Challenge
Leveraging reports in the contact center
4 Tasks
15 mins
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As a manager, you need to use reports to get visibility into the application. In this exercise, you will create and resolve service cases from both...
Modifying an existing service request type
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Challenge
Modifying an existing service request type
1 Task
5 mins
Pega Customer Service 8.7 -
U+ Insurance wants to modify the user interface of its existing Change Beneficiary service request case type. During the intake stage, when selecting...