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Pega Customer Service

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.

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

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.

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

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.