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Content administration
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Module
Content administration
10 Topics
1 hr 45 mins
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Learn how to perform administrative tasks and prepare your organization to create content. Define the content taxonomy for your organization and...
Creating and testing personas
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Module
Creating and testing personas
2 Topics
15 mins
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Learn how to create personas and channel contexts in Customer Decision Hub, and how to use them for next-best-action testing. Explore the reasons...
Defining a customer Microjourney
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Module
Defining a customer Microjourney
5 Topics
50 mins
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Learn how Case Types represent a customer Microjourney™ from beginning to a desired outcome. Design the life cycle of a Case Type as a series of Steps...
Form autofill
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Module
Form autofill
3 Topics
20 mins
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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...
Low code during the Build phase
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Module
Low code during the Build phase
5 Topics
55 mins
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In the Build phase of Pega Express™, you use Pega's low-code development platform to configure and test your application. Pega Platform™ leverages...
Low-code defined
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Module
Low-code defined
5 Topics
50 mins
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Pega Platform™ provides an application development environment where Citizen Developers and System Architects alike create digital solutions to...
Monitoring your contact center with Insights
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Module
Monitoring your contact center with Insights
2 Topics
15 mins
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Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
Next best action in omnichannel environments
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Module
Next best action in omnichannel environments
2 Topics
25 mins
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Omnichannel AI in Pega Customer Decision Hub™ delivers the right action at every customer interaction by crunching millions of data points in real...
Pega Customer Service performance considerations
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Module
Pega Customer Service performance considerations
3 Topics
30 mins
Pega Customer Service 8.8 -
Reviews the performance guidelines to use when implementing Pega Customer Service™ applications. Learn about performance, best practices for data...
Pega Express CDH Delivery
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Module
Pega Express CDH Delivery
1 Topic
20 mins
Pega Customer Decision Hub 8.5 -
Customer Decision Hub (CDH) as a strategic application follows the Pega Express™ delivery approach. Use the Pega Express delivery approach as an...