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We found 13 results

Course

Implementing Pega Customer Service

You learn how to create a new Pega Customer Service application, integrate external data, configure the Interaction Driver, and customize the Interaction Portal user interface.

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 reports and dashboard widgets. You will then practice using a cloud-based exercise system.

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 new cases and configure them so they are available to customer service agents. You will also learn how to guide a customer service agent during an interaction using dialogs and coaching tips. You will also learn how to create common phrases for customer service agents that can be used in email or chat responses to customers.

Course

Pega Customer Service Foundation

This course allows you to gain experience with several of the products that are a part of Pega Customer Service. You use Pega Express, Pega Chat, Pega Co-Browse, Pega Knowledge, and Pega Self-Service Advisor. You will see how these are used to provide a positive customer service experience for customers.

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.

Course

Pega Customer Service for Communications Foundation

In this course, students learn the key features and differentiators of Pega Customer Service for Communications. Students get hands-on experience using Pega Customer Service for Communications interactions and service cases. Students also gain experience with several products within Pega Customer Service for Communications, including Pega Chat, Pega Co-Browse, Pega Knowledge, and Pega Self-Service Advisor.

Course

Pega Customer Service for Financial Services Foundation

This course allows you to gain experience with several of the products that are a part of Pega Customer Service. You use Pega Express, Pega Chat, Pega Co-Browse, Pega Knowledge, and Pega Self-Service Advisor to provide a positive customer service experience.

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.

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.