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Predicting fraud
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Module
Predicting fraud
1 Topic
15 mins
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Occasionally, an insurance claim might be erroneous or even fraudulent. To detect fraud and optimize the way in which the application routes work and...
Predicting missing the Service-Level Agreement
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Module
Predicting missing the Service-Level Agreement
1 Topic
10 mins
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Pega Process AI™ can help to distinguish regular from complex claims. Complex claims often escalate into a lengthy process, which is not only costly...
Presenting suggestions for agents
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Module
Presenting suggestions for agents
4 Topics
35 mins
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During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Testing for accessibility
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Module
Testing for accessibility
5 Topics
1 hr 20 mins
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One of the critical parts of building an accessible product is to understand how to test the product throughout the development process. Learn about...
Configuring a coaching tip
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Challenge
Configuring a coaching tip
2 Tasks
15 mins
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You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...
Configuring a common phrase
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Challenge
Configuring a common phrase
2 Tasks
15 mins
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Your company wants to set up a consistent greeting for customer service agents to use when sending emails to customers. The message thanks the...
Creating a case completion prediction
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Challenge
Creating a case completion prediction
3 Tasks
15 mins
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U+ Insurance implements Pega Process AI™ to optimize case automation. The business wants to predict whether an incoming claim has a low probability of...
Creating a composite tab
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Challenge
Creating a composite tab
2 Tasks
5 mins
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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.
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Creating a fraud prediction
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Challenge
Creating a fraud prediction
3 Tasks
15 mins
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U+ Insurance routes incoming car insurance claims for straight-through processing when the amount of a claim is under a set limit. If the amount of...
Customizing the user interface for agents
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Challenge
Customizing the user interface for agents
2 Tasks
15 mins
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You have been asked to make the following changes to the Pega Customer Service user interface, which is displayed when customer service representative...