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Configuring intelligent routing
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Challenge
Configuring intelligent routing
2 Tasks
10 mins
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The U+ Bank email bot is set up. You are now expected to configure the email bot to react to customer requests, route work, and automatically respond...
Configuring the Email Manager portal
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Challenge
Configuring the Email Manager portal
3 Tasks
15 mins
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The U+ Bank email bot is set up, and you must configure the Email Manager portal to manually triage any emails that do not match the intelligent...
Creating a Pega Email Bot
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Challenge
Creating a Pega Email Bot
2 Tasks
15 mins
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The manager at U+ Bank wants to automate replies and notifications in the bank application as it reduces strain on the bank's customer experiences...
Skimming a Ruleset
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Challenge
Skimming a Ruleset
3 Tasks
10 mins
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Your manager requests that you configure the filing status field in the Payroll Setup case type as a radio selection with Single and Married options...
Suggesting a reply based on email content
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Challenge
Suggesting a reply based on email content
4 Tasks
15 mins
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Your team asks you to update the Pega Customer Service™ email channel. The team wants to add a suggested reply for when a customer sends an email and...
Creating a case from email
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Module
Creating a case from email
2 Topics
20 mins
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Pega Email Bot™ can improve email response by starting a service case based on the content of a customer email.
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...
Script adherence
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Module
Script adherence
2 Topics
15 mins
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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
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Module
Suggested cases
2 Topics
15 mins
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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 articles
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Module
Suggested knowledge articles
2 Topics
15 mins
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Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...