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Pega Customer Service overview
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Module
Pega Customer Service overview
3 Topics
20 mins
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This module provides an overview of the features and capabilities of Pega Customer Service™. Learn how to conduct an interaction as a customer service...
Pega Customer Service performance considerations
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Module
Pega Customer Service performance considerations
3 Topics
30 mins
Pega Customer Service 8.8 -
Reviews the performance guidelines to use when implementing Pega Customer Service™ applications. Learn about performance, best practices for data...
Pega Express testing and validation
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Module
Pega Express testing and validation
6 Topics
1 hr 15 mins
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The goal of the Pega Express™ approach is to deliver a high-quality working system in the simplest, most efficient way possible. Pega Platform™ provid...
Pega Voice AI introduction
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Module
Pega Voice AI introduction
2 Topics
25 mins
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
The Prepare phase and project kickoff
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Module
The Prepare phase and project kickoff
7 Topics
1 hr 15 mins
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The Prepare phase follows the Discover phase with key activities such as conducting a sales to delivery handoff meeting and a project kickoff event...
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...
Production readiness during the Adopt phase
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Module
Production readiness during the Adopt phase
4 Topics
50 mins
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The Adopt phase follows the Build phase. During Adopt, you confirm that your client is ready to implement the Microjourneys™ that you packaged into a...
Script adherence
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Module
Script adherence
3 Topics
20 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...
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...
Setting up Messaging AI
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Module
Setting up Messaging AI
5 Topics
50 mins
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Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...