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Module
Configuring cascading approvals with a reporting structure
2 Topics
20 mins
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Model approval processing involving a reporting hierarchy to model managerial approvals that are applied consistently to cases.
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Module
Configuring case approvals with an authority matrix
2 Topics
20 mins
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Model case approvals that require "dotted-line" approval, where an approving party is not part of the user's reporting hierarchy, such as contracts...
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Module
Configuring chat queues
2 Topics
15 mins
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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...
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Module
Configuring Pega Knowledge troubleshooters
3 Topics
20 mins
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Learn how to configure Pega Knowledge troubleshooters for a Pega Customer Service application and provide dynamic diagnostics capabilities to help...
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Module
Configuring security policies
4 Topics
40 mins
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Learn about the types of attacks that malicious hackers use to gain unauthorized access to Pega Platform, and how to configure security policies to...
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Module
Configuring service cases for agents
2 Topics
15 mins
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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...
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Module
Creating a case from email
2 Topics
25 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.
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Module
Creating a child case
2 Topics
20 mins
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Create child cases to model work that different parties perform, that follows different reporting options, that follows different reporting frames...
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Module
Creating a Pega Platform application
2 Topics
40 mins
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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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Module
Creating a rule
6 Topics
50 mins
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Pega Platform™ generates application code in the background by using the rules that you create. In Dev Studio, you can manage how a rule is created...