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Module

Advanced background processing

3 Topics

22 mins

The design of background processing is crucial to meeting business service levels and automating process. Background processes must be carefully...

Module

AI and robotic automation

1 Topic

10 mins

Artificial intelligence (AI) and robotic automation technology changes the way people work. AI and robotics both automate work, each in a different...

Module

Assessing and monitoring quality

5 Topics

32 mins

Coupled with automated unit tests and test suites, monitoring the quality of the rules is crucial to ensuring application quality before application...

Module

Assigning work

5 Topics

39 mins

A case is often assigned to a user to complete a task. For example, an employee expense requires approval by the manager of a cost center or a refund...

Module

Conducting load testing

3 Topics

23 mins

Load testing is an important part of preparing any application for production deployment. It helps identify performance issues that may only become...

Module

Conducting usability testing

2 Topics

15 mins

Introduction to conducting usability testing

Usability testing is a method for determining how easy an application is to use by testing the...

Module

Configuring a CTI Link

2 Topics

15 mins

The Pega Call™ CTI Link is the interface between the Pega Platform™ and a Computer Telephony Integration (CTI) platform. The CTI Link configuration...

Module

Configuring a web chatbot

2 Topics

20 mins

In this module, you learn how to configure a web chatbot in Pega Customer Service™. In a live chat session, the customer interacts with a customer...

Module

Configuring Pega Call

4 Topics

45 mins

The Pega Call configuration wizard guides you through connecting your telephony system to Pega Customer Service. This module describes the settings...

Module

Creating customer service data sources

1 Topic

10 mins

As you create more service cases you may find that you want to organize service cases by categories. Using categories makes it easier for customer...

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