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Pega Customer Service

Course

Pega Customer Service Foundation

In this course, you gain experience with several products that are a part of Pega Customer Service™. You see how Pega Customer Service usesAI to determine the Next Best Action...

Module

Guiding a Customer Service Agent with Dialogs

In this module, you will learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction. You will practice these topics...

Course

Pega Customer Service Essentials

Pega Customer Service™ applications include a set of predefined case types also known as a service case or a service request. In this course, you will learn how to create...

Module

Configuring Common Phrases for Agents

In this module, you will 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 phrases...

Module

Configuring service cases for agents

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 or more processes that are...

Module

Configuring a Pega Chat server

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 or a specialized CSR for...

Module

Monitoring Your Contact Center with Reports

Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn about the existing out of the box...

Module

Configuring AI for Email

In this module, system architects learn how to configure AI for email for a Pega Customer Service application. You use hands-on exercises to learn how to suggest service cases and...

Module

Suggesting Tasks in Interactions

Pega Customer Service™ allows service cases to be suggested to customer service agents while they are in an interaction with a customer. This helps provide a positive experience as it...

Module

Categorizing Data using Data Sources

As you create more service cases you may find that you want to organize service cases by categories. Using categories makes it easier for customer service representatives to find service...