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Module

Configuring case approvals with an authority matrix

  • 2 Topics

  • 20 mins

Model case approvals that require "dotted-line" approval, where an approving party is not part of the user's reporting hierarchy, such as contracts...

Module

Configuring chat queues

  • 2 Topics

  • 15 mins

Pega chat allows customers to communicate to customer service representatives (CSRs) in real-time on any device. Chat requests can be sent to any CSR...

Module

Configuring common phrases for agents

  • 1 Topic

  • 10 mins

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...

Module

Configuring customer verification

  • 1 Topic

  • 15 mins

The Customer verification feature provides a pool of security questions that a customer service agent can use to verify customer identity. In this...

Module

Configuring Pega Knowledge troubleshooters

  • 3 Topics

  • 20 mins

Learn how to configure Pega Knowledge troubleshooters for a Pega Customer Service application and provide dynamic diagnostics capabilities to help...

Module

Configuring security policies

  • 4 Topics

  • 40 mins

Learn about the types of attacks that malicious hackers use to gain unauthorized access to Pega Platform, and how to configure security policies to...

Module

Configuring service cases for agents

  • 2 Topics

  • 15 mins

Pega Customer Service™ applications include a set of predefined case types also known as a service case or a service request. Each case contains one...

Module

Creating a case from email

  • 2 Topics

  • 25 mins

Pega Email Bot can improve email response by starting a service case based on the content of a customer email.

Module

Creating a child case

  • 2 Topics

  • 20 mins

Create child cases to model work performed by different parties, that follows different reporting options, that follows different reporting frames...

Module

Creating a Pega Platform application

  • 2 Topics

  • 45 mins

Developing new applications from the ground up can be an overwhelming task for any organization and developer. Every application should adhere to an...

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