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Configuring chat queues and routing
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Module
Configuring chat queues and routing
5 Topics
40 mins
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You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any...
Configuring common phrases for agents
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Module
Configuring common phrases for agents
1 Topic
10 mins
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Learn how to provide customer service agents with a set of common phrases so that the agents can insert preapproved phrases into their responses to...
Configuring customer verification
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Module
Configuring customer verification
2 Topics
20 mins
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The Customer verification feature provides a pool of security questions that a customer service representative (CSR) can use to verify customer...
Configuring Digital Messaging Manager
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Module
Configuring Digital Messaging Manager
8 Topics
1 hr 10 mins
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The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...
Configuring Pega Knowledge troubleshooters
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Module
Configuring Pega Knowledge troubleshooters
3 Topics
30 mins
Pega Customer Service 8.7 -
Learn how to configure Pega Knowledge™ troubleshooters for a Pega Customer Service™ application and provide dynamic diagnostics capabilities to help...
Controlling Case workflow for Business Architects
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Module
Controlling Case workflow for Business Architects
6 Topics
1 hr 25 mins
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As a Pega Business Architect, understanding Pega's out-of-the-box features for controlling the workflow allows you to design for multiple pathways...
Customizing the customer service user interface
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Module
Customizing the customer service user interface
2 Topics
15 mins
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Learn how to configure various aspects of the Pega Customer Service™ UI. Customize the layout for a service case, add a field to display, and modify...
Customizing the user interface for Business Architects
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Module
Customizing the user interface for Business Architects
3 Topics
30 mins
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As a Pega Business Architect, you need to understand the Pega Platform™ features that allow you to tailor the user experience based on channel and...
Digital messaging
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Module
Digital messaging
3 Topics
25 mins
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Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...
Displaying data with Constellation for Business Architects
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Module
Displaying data with Constellation for Business Architects
5 Topics
1 hr 5 mins
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As a Pega Business Architect, understanding the Pega Platform™ Constellation architecture enables you to quickly design and deliver consistent user...