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Completing work on time
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Module
Completing work on time
2 Topics
25 mins
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Set goals and deadlines on Steps, Processes, Stages, and entire Cases to enforce the timely completion of work.
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...
Controlling Case workflow for Business Architects
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Module
Controlling Case workflow for Business Architects
6 Topics
1 hr 25 mins
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As a Pega Business Architect, understanding Pega's out-of-the-box features for controlling the workflow allows you to design for multiple pathways...
Creating a child Case
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Module
Creating a child Case
1 Topic
15 mins
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Create child Cases to model work that different parties perform, work that follows different reporting options, work that follows different reporting...
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...
Decision tables and trees
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Module
Decision tables and trees
4 Topics
35 mins
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Decision tables and decision trees are fundamental to enforcing business decisions. Decision tables are a helpful approach when you must test the...
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...
Designing an approval Process
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Module
Designing an approval Process
1 Topic
15 mins
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To enhance business reliability and accountability, configure an approval process that allows users to approve or reject tasks within the workflow.
Digital messaging
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Module
Digital messaging
3 Topics
25 mins
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Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...
Escalating late work
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Module
Escalating late work
1 Topic
10 mins
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Set a passed deadline interval with both Urgency adjustments and escalation Actions to drive late work to completion.