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Case Management Intermediate

Pega Voice AI

  • Mission

    Pega Voice AI

    8 Modules

    2 hrs 50 mins

    Visible to all users
  • Pega Voice AI assists CSRs during live phone interactions by suggesting actions based on real-time analysis of the conversation.

    CSRs receive...

Preparation for 1:1 Customer Engagement Implementation

  • Mission

    Preparation for 1:1 Customer Engagement Implementation

    2 Modules

    9 Challenges

    6 hrs 30 mins

    Visible to all users
  • Learn how to prepare your Pega Customer Decision Hub™ environment to start development right away. Build your own always-on customer brain from the...

Extending service-level agreement configurations

Approving cases with an authority matrix

  • Module

    Approving cases with an authority matrix

    2 Topics

    25 mins

    Pega Platform 8.2 Visible to all users
  • Pega Platform™ provides the ability to include single and cascading approvals when designing case types. You learn how to convert a single approval to...

Building the customer analytical data model

  • Module

    Building the customer analytical data model

    9 Topics

    1 hr 55 mins

    Visible to all users
  • Data lies at the heart of one-to-one customer engagement. Utilize industry-specific data models for customer-centric decisioning, based on best...

Configuring cascading approvals with an authority matrix

Decision tables and trees

Deployment Manager

  • Module

    Deployment Manager

    4 Topics

    38 mins

    All Products Visible to all users
  • This module describes the components in Deployment Manager architecture. Define and identify the components of Deployment Manager and recognize all...

Duplicate and temporary cases

  • Module

    Duplicate and temporary cases

    4 Topics

    30 mins

    Pega Platform Visible to all users
  • Learn how to configure the search duplicate cases feature to identify duplicate cases in the system. This feature allows users to decide which case is...

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