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Architecture and design during the Prepare phase

  • Module

    Architecture and design during the Prepare phase

    6 Topics

    1 hr 30 mins

    Visible to all users
  • Architecture and design decisions in the Prepare phase ready your team for the Build phase. During Prepare, you refine the business and technical...

Creating a case from email

Defining a customer Microjourney

The Discover phase and your MLP

  • Module

    The Discover phase and your MLP

    12 Topics

    1 hr 55 mins

    Visible to all users
  • Discover is the first phase within the Pega Express™ delivery approach, based on design thinking. Design thinking plays a key role and helps your team...

Pega Express introduction

Email bot cases and responses

  • Module

    Email bot cases and responses

    2 Topics

    25 mins

    Pega Platform 8.7 Visible to all users
  • Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Email Manager portal

  • Module

    Email Manager portal

    5 Topics

    55 mins

    Pega Platform 8.7 Visible to all users
  • The Email Manager portal facilitates the manual processing of emails that do not meet any of the intelligent routing criteria and necessitate triage...

Form autofill

  • Module

    Form autofill

    2 Topics

    15 mins

    Pega Customer Service 8.7 Visible to all users
  • 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...

Intelligent routing

  • Module

    Intelligent routing

    4 Topics

    1 hr

    Pega Platform 8.7 Visible to all users
  • Pega Email Bot™ can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Pega Express phases

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