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Creating a case from email
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Module
Creating a case from email
2 Topics
20 mins
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Pega Email Bot™ can improve email response by starting a service case based on the content of a customer email.
Monitoring your contact center with Insights
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Module
Monitoring your contact center with Insights
2 Topics
15 mins
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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...
Routing email based on content
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Module
Routing email based on content
3 Topics
25 mins
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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...
The Discover phase and your MLP
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Module
The Discover phase and your MLP
12 Topics
1 hr 55 mins
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Discover is the first phase within the Pega Express™ delivery approach, based on design thinking. Design thinking plays a key role and helps your team...
Training the email bot
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Module
Training the email bot
2 Topics
20 mins
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Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
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...
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...
Routing email based on content
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Challenge
Routing email based on content
4 Tasks
15 mins
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U+ is a major company in the financial industry that wants to improve engagement with customers. U+ has recently opened an email channel where...
Suggesting a reply based on email content
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Challenge
Suggesting a reply based on email content
4 Tasks
15 mins
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Your team asks you to update the Pega Customer Service™ email channel. The team wants to add a suggested reply for when a customer sends an email and...