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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

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

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

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 Customer Composite Tabs

In this module you learn how to create your own customer composite tabs. Customer composite tabs are used to display a logical group of information to a user in Pega...