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Module

Integrating Data with Pega Customer Service

In this module, students learn how to integrate external data into a Pega Customer Service application. Students familiarize themselves with the existing Pega Customer Service data model. Then, they extend the data model and populate Pega Customer Service with non-sample data.

Module

Customizing the Pega Customer Service User Interface

In this module, you learn how to customize the user interface of a Pega Customer Service application. You use hands-on exercises to learn how to update existing user interface elements in to the existing application. You learn how to update the existing sections in the customer composite. You update the customer composite with additional properties and learn how to launch a service case from the composite. You also learn how to create your own customer composite tabs.

Module

Pega Collections Overview

Pega Collections combines Pega Customer Service for Financial Services and Pega Marketing for Financial Services to provide a front to back office solution including marketing features that support contact and payment strategies. In this module, students explore Pega Collections by learning the business scenarios, basic terminology, and features.

Module

Pega Customer Service Overview

In this module, students learn the capabilities of Pega Customer Service.

Module

Customizing the Pega Customer Service User Interface

In this module, system architects learn how to customize the user interface of a Pega Customer Service application. You use hands-on exercises to learn how to update user interface elements in the existing application. You will update existing sections in the customer composite, which is a 360-degree view of a customer's accounts. You will also update the customer composite with additional properties, and launch a service case from the composite.

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 possible email responses to a CSR. You learn how to update a case type with a new keyword and associate a case type with another suggested reply. You will also learn how keywords and suggested replies are used to create an inbound correspondence service case.

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 for a customer and guide an agent through an interaction. You also learn how to use Pega Knowledge™ to support agents with help content in context as they are working through a service case.

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 in an exercise using a cloud-based system.

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 into their responses to customers in any text-based channel. This makes it easy for customer service agents to find and send the right reply. You will practice these topics in an exercise using a cloud-based system.

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 extended or created to meet your business requirements. In this course, you will learn how to create new cases and configure them so they are available to customer service agents. You will practice these topics in an exercise using a cloud-based system.