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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...
Security Checklist awareness
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Module
Security Checklist awareness
1 Topic
20 mins
Platform -
- What is the Security Checklist?
- How do I access the Security Checklist?
- How to use the Security Checklist?/What is the purpose?
- What happens if I...
Setting chat and messaging behavior
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Module
Setting chat and messaging behavior
4 Topics
35 mins
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Adding an external data source to a data type
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Challenge
Adding an external data source to a data type
6 Tasks
30 mins
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Requests for roadside assistance must identify the vehicle so that a service provider can prepare for the service call. For example, certain vehicles...
Adding data records to a data object
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Challenge
Adding data records to a data object
3 Tasks
10 mins
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When submitting a service request through the MyTown311 application, residents enter information about the issue. The mayor and the services...
Adding fields to Views
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Challenge
Adding fields to Views
4 Tasks
20 mins
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Now that the Stages, Steps, and data objects for the MyTown 311 Service Request Case Life Cycle are configured, the Mayor and the Services coordinator...
Manipulating application data
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Challenge
Manipulating application data
2 Tasks
20 mins
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Stakeholders have requested two features involving Data Transforms. Before a Service Case is resolved, the system must copy the Service total from the...
Managing application access
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Challenge
Managing application access
1 Task
5 mins
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GoGoRoad product managers want to restrict access to development on the New Vendor Case Type so that only approved roles perform updates. Configure...
Creating work status values
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Challenge
Creating work status values
2 Tasks
10 mins
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GoGoRoad stakeholders want a way to quickly differentiate Assistance Request Cases during the Service and Resolution Stages. To clarify reporting on A...
Auditing changes to the value of fields
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Challenge
Auditing changes to the value of fields
1 Task
5 mins
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HRApps provides payroll setup for employees. For the Payroll Setup Case Type, an employee provides their bank information for direct deposit. When the...