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We found 9 results

Course

Implementing Pega Customer Service Financial Service

System Architects learn how to configure Service Cases for Retail Banking, Commercial Banking Wealth Management, and Collections. They also learn about the Financial Services Industry Framework (FSIF) and how to leverage the data model in the application

Course

Implementing Pega Field Service

In this course, students learn the basic terminology used and the activities that occur in a field service office. Participants learn how to populate a Pega Field Service implementation layer as well as use the basic features in Pega Field service

Course

Implementing Pega Customer Service for Healthcare

In this course, students learn about implementing Pega Customer Service for Healthcare. Students also learn about the application architecture, the application data model, and the application case types. Students will also get hands on experience extending the application.

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.

Course

Implementing Pega Customer Service

In this course, students learn how to integrate external data into a Pega Customer Service application. Students familiarize themselves with the existing Pega Customer Service data model and extend it. Students also learn how to update the Pega Customer Service user interface by modifying the customer composite. Finally, students learn how to configure a Pega Chat server to process and route chat requests from customers.

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

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.

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 a given subject. This module will show you how to create chat queues to contain chat requests that are handled by CSRs. This module will also show you how to create skills to determine which queues a CSR has access to.

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.