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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...

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...

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...

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...

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

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...

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...