Search
Pega Customer Service Case Management Edition
-
Mission
Pega Customer Service Case Management Edition
2 Modules
3 Challenges
1 hr 30 mins
Pega Customer Service 8.7 -
In this mission, you learn how Pega Customer Service™ Case Management Edition allows you to utilize the Pega Platform™ case management capabilities in...
Configuring common phrases for agents
-
Module
Configuring common phrases for agents
1 Topic
10 mins
-
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...
Creating custom tabs
-
Module
Creating custom tabs
2 Topics
25 mins
-
Learn how to create your own customer composite tabs. Customer composite tabs are used to display a logical group of information to a user in Pega...
Creating Customer Service data sources
-
Module
Creating Customer Service data sources
1 Topic
10 mins
-
You use Customer Service data sources to add external data objects into the Pega Customer Service™ application. Within data sources, you can specify...
Customizing the customer service user interface
-
Module
Customizing the customer service user interface
2 Topics
15 mins
-
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...
Guiding a customer service agent with dialogs
-
Module
Guiding a customer service agent with dialogs
2 Topics
15 mins
-
Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.
Implementing and deploying Pega Care Management
-
Module
Implementing and deploying Pega Care Management
6 Topics
55 mins
Pega Care Management 8.7 -
In this module, learn about the key concepts, and best practices when implementing and deploying the Pega Care Management™ application.
Integrating external data
-
Module
Integrating external data
2 Topics
20 mins
Pega Customer Service 8.8 -
In this module, you learn how to integrate external data into a Pega Customer Service application. You will connect to a REST service that contains...
Pega case management for designers
-
Module
Pega case management for designers
10 Topics
1 hr 50 mins
-
In this module, you learn about the case management capabilities of Pega Platform™ as they apply to user experience designers.
Presenting suggestions for agents
-
Module
Presenting suggestions for agents
4 Topics
35 mins
-
During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...