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Configuring common phrases for agents

  • Module

    Configuring common phrases for agents

    1 Topic

    10 mins

    Visible to all users
  • Learn how to provide customer service agents with a set of common phrases so that, in any text-based channel, the agents can insert preapproved...

Configuring customer verification

  • Module

    Configuring customer verification

    2 Topics

    20 mins

    Visible to all users
  • The Customer verification feature provides a pool of security questions that a customer service representative (CSR) can use to verify customer...

Customizing the customer service user interface

  • Module

    Customizing the customer service user interface

    2 Topics

    15 mins

    Visible to all users
  • Learn how to configure various aspects of the Pega Customer Service™ UI. Customize the layout for a service case, add a field to display, and modify...

Form autofill

  • Module

    Form autofill

    2 Topics

    15 mins

    Pega Customer Service 8.7 Visible to all users
  • Learn how to configure Form Autofill to help CSRs complete the forms associated with a case type. Voice AI detects entities in the live customer...

Guiding a customer service agent with dialogs

  • Module

    Guiding a customer service agent with dialogs

    2 Topics

    15 mins

    Pega Customer Service 8.7 Visible to all users
  • Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.

Pega Voice AI introduction

  • Module

    Pega Voice AI introduction

    2 Topics

    25 mins

    Pega Customer Service 8.7 Visible to all users
  • Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...

Script adherence

  • Module

    Script adherence

    2 Topics

    15 mins

    Pega Customer Service 8.7 Visible to all users
  • Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...

Suggested cases

  • Module

    Suggested cases

    2 Topics

    15 mins

    Pega Customer Service 8.7 Visible to all users
  • Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.

Suggested knowledge articles

  • Module

    Suggested knowledge articles

    2 Topics

    15 mins

    Pega Customer Service 8.7 Visible to all users
  • Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...

Working with Voice AI models

  • Module

    Working with Voice AI models

    2 Topics

    15 mins

    Pega Customer Service 8.7 Visible to all users
  • You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...

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