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Preparation for 1:1 Customer Engagement Implementation
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Mission
Preparation for 1:1 Customer Engagement Implementation
3 Modules
11 Challenges
7 hrs 10 mins
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Learn how to prepare your Pega Customer Decision Hub™ environment to start development right away. Build your own always-on customer brain from the...
Building the customer analytical data model
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Module
Building the customer analytical data model
9 Topics
1 hr 55 mins
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Data lies at the heart of one-to-one customer engagement. Utilize industry-specific data models for customer-centric decisioning, based on best...
Building the Customer Insights Cache
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Module
Building the Customer Insights Cache
9 Topics
1 hr 45 mins
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Data lies at the heart of one-to-one customer engagement. Utilize industry-specific data models for customer-centric decisioning, based on best...
Configuring common phrases for agents
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Module
Configuring common phrases for agents
1 Topic
10 mins
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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
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Module
Creating custom tabs
2 Topics
25 mins
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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...
Customizing the customer service user interface
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Module
Customizing the customer service user interface
2 Topics
15 mins
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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
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Module
Guiding a customer service agent with dialogs
2 Topics
15 mins
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Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.
Next best action and customer interactions
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Module
Next best action and customer interactions
2 Topics
20 mins
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The omnichannel Pega AI delivers the right action at every customer touch by crunching millions of data points in real time.
Learn how you can use...
Preparing Customer Decision Hub for development
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Module
Preparing Customer Decision Hub for development
3 Topics
40 mins
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Discover how to complete the essential setup tasks of the Pega Customer Decision Hub™ application through an automated, end-to-end process by using...
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...