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Application Development Intermediate

Modular Enterprise Reuse Foundation

  • Mission

    Modular Enterprise Reuse Foundation

    4 Modules

    2 hrs 25 mins

    Visible to: All users
  • This mission presents the foundational knowledge required to understand Pega's guidance on enterprise reuse and modular business architecture best...

Pega Voice AI

Creating a Rule

Form autofill

  • Module

    Form autofill

    3 Topics

    20 mins

    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...

Pega Voice AI introduction

  • Module

    Pega Voice AI introduction

    2 Topics

    25 mins

    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...

Reviewing log files

Script adherence

  • Module

    Script adherence

    3 Topics

    20 mins

    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

    3 Topics

    25 mins

    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

  • Module

    Suggested knowledge

    3 Topics

    20 mins

    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...

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