Search
Configuring common phrases for agents
-
Challenge
Configuring common phrases for agents
3 Tasks
5 mins
-
U+ Bank wants to set up a consistent greeting for customer service agents to initiate Web messaging conversations. The message welcomes the customer...
Creating a composite tab
-
Challenge
Creating a composite tab
2 Tasks
5 mins
-
As a customer service app administrator, you must create a new tab to display the transaction history and statement for a contact in a separate tab.
...
Creating a Digital Messaging interface
-
Challenge
Creating a Digital Messaging interface
2 Tasks
10 mins
-
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, DX-compliant service request type
-
Challenge
Creating a new, DX-compliant service request type
3 Tasks
20 mins
Pega Customer Service 8.7 -
U+ Insurance wants one of its regional teams to start submitting E-bill registration service requests in their homegrown React-based CRM application...
Creating a troubleshooter
-
Challenge
Creating a troubleshooter
4 Tasks
15 mins
-
The Pega Knowledge Troubleshooter provides dynamic diagnostics capabilities to help diagnose common product or service issues. It contains related...
Creating help content
-
Challenge
Creating help content
4 Tasks
20 mins
-
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
-
Challenge
Customizing the user interface for agents
2 Tasks
15 mins
-
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
-
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
-
Challenge
Integrating external customer service data
5 Tasks
30 mins
-
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
-
Challenge
Leveraging reports in the contact center
4 Tasks
15 mins
-
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...